Notice on passenger rights in the event of denied boarding and of cancellation or long delay of flights
This notice is intended to provide general information on EC Regulation 261/2004, establishing common rules on compensation and assistance to passengers in the event of denied boarding and of cancellation or long delay of flights. EC Regulation is adjusted to Serbian law and based on that, Regulation of passenger rights in the event of denied boarding and of cancellation or long delay of flights is adopted.
The rights referred to in this notice apply to passengers departing from an EU airport or departing from an airport outside the EU with destination to an airport located in the EU territory, unless they received benefits or compensation and were given assistance in that third country.
This Regulation shall apply if you:
- have a confirmed reservation on the flight concerned
- present yourself in time for check-in (except in case of cancellation) or, if no time is indicated, at least 45 minutes before the published departure time,
- travel on a ticket bought at a fare available to the public and tickets issued under a frequent flyer program or other commercial program by Jat Airways.
This regulation shall apply when Jat Airways is the operating carrier.
Denied boarding
Denied boarding means a refusal to carry passengers on a flight although they have presented themselves for boarding with a confirmed reservation and with the time limits for check-in.
Before we deny boarding for a flight, we shall first call for volunteers to surrender their reservation in exchange for benefits. If an insufficient number of volunteers come forward and we deny boarding to you against your will, we will compensate you:
- 250 € for flights up to 1.500 km
- 400 € for flights between 1.500 km and 3.500 and intra-Community flights of more than 1.500 km,
- 600 € for flights of more than 3.500 km.
In determining the distance, the basis shall be the last destination at which the denial of boarding or cancellation will delay your arrival after the scheduled time.
This compensation may be reduced by 50% if the arrival time of the alternative flight does not exceed the scheduled arrival time of the flight originally booked by two hours (flights falling under A), three hours (flights falling under B) or four hours (flights falling under C).
The compensation shall be paid to you by electronic bank transfer, with your signed agreement.
The distances shall be measured by the great circle route method.
In addition Jat Airways will offer you the choice between:
- reimbursement within seven days of the full cost of the ticket at the price at which it was bought, for the part or parts of the journey not made and for the part or parts already made if the flight is no longer serving any purpose in relation to your original travel plan, together with, when relevant, a return flight to the first point of departure, at the earliest opportunity;
- re-routing, under comparable transport conditions, to your final destination at the earliest opportunity or at a later date at your convenience, subject to availability of seats.
When, in the case where a town, city or region is served by several airports, Jat Airways shall offer you a flight to an airport alternative to that for which the booking was made and bear the cost of transferring you from that alternative airport either to that for which the booking was made, or to another close-by destination agreed with you.
Passengers shall be offered free of charge meals and refreshment in a reasonable relation to the waiting time and hotel accommodation in cases where a stay of one or more nights becomes necessary or where a stay additional to that also becomes necessary. In addition Jat Airways shall offer you transport between the airport and place of accommodation (hotel or other) and free of charge two telephone calls, fax message, or emails.
Delays
When we reasonably expect a flight to be delayed beyond its scheduled time of departure:
- for two hours or more in the case of flights of 1500 kilometers or less
- for three hours or more in the case of all intra-Community flights or more than 1500 kilometers and of all other flights between 1500 and 3500 kilometers
- for four hours or more in the case of all flights not falling under a) or b)
you will be offered by the Jat Airways free of charge meals and refreshment in a reasonable relation to the waiting time and option of making two brief telephone calls or sending two short faxes or emails.
When the reasonably expected time of departure is at least the day after the time of departure previously announced, in addition to the assistance described above you will be offered hotel accommodation in cases where a stay of one or more nights becomes necessary and transport between the airport and place of accommodation (hotel or other).
When the delay is at least five hours, you are entitled to a refund of your ticket within seven days for the parts not used or for those parts already used if your flight no longer serves its purpose, and when relevant, a return flight to your first point of departure.
Cancellation
If your flight, for which you hold a valid reservation is cancelled we can offer you right to reimbursement or re-routing, free of charge meals and refreshment in a reasonable relation to the waiting time free of charge two telephone calls, telex or fax message, or emails.
In event in rerouting when reasonably expected time of departure of the new flight is at least the day after the departure as it was planned for the cancelled flight, we can offer you hotel accommodation in cases where a stay of one or more nights becomes necessary and transport between the airport and place of accommodation (hotel or other).
You have the right to compensation by Jat Airways unless:
- you are informed of the cancellation at least two weeks before the scheduled time of departure
- you are informed of the cancellation between two weeks and seven days before the scheduled time of departure and you are offered re-routing, allowing you to depart no more than two hours before the scheduled time of departure and to reach your final destination less than four hours after the scheduled time of arrival
- you are informed of the cancellation less than seven days before the scheduled time of departure and you are offered re-routing, allowing you to depart no more than one hour before the scheduled time of departure and to reach your final destination less than two hours after the scheduled time of arrival.
When you are informed of the cancellation, an explanation shall be given concerning possible alternative transport.
Jat Airways shall not be obliged to pay compensation, if we can prove that the cancellation is caused by extraordinary circumstances, which could not have be avoided, even if all reasonable measures had been taken.
Anyway Jat Airways shall pay particular attention to the needs of persons with reduced mobility and any person accompanying them, as well as to the needs of unaccompanied children.
