Travelling should be fun. You should not have to worry about being denied boarding, having your flight cancelled or delayed or having your luggage lost, damaged or delayed.

Over the past months, the European Commission has introduced new measures to reinforce passenger rights, making the EU the first area in the world with a comprehensive set of passenger rights for all modes of transport.

However, almost six out of 10 Europeans (59 per cent) are unaware of their contractual rights and obligations when buying a ticket from a transport company, while seven per cent have not yet formed an opinion on this matter.

Your rights

If you are planning a trip abroad, knowing that, as a passenger, you have certain rights under EU law, is important. Knowing what these rights are before you purchase your flight ticket is more important.

Your air passenger rights can be summarised in 10 basic points, listed in this first part:

1. Non-discrimination in access to transport

All passengers have equal access to transport. You may not be discriminated against because of your nationality or place of residence. You cannot be denied boarding because of reduced mobility, unless the aircraft is physically too small or there are security concerns.

2. Mobility accessibility and assistance to passengers with disability or reduced mobility

People with disability or reduced mobility have the same right to travel as any other passenger. They are entitled to help at airports (on departure, arrival and in transit), as well as on board the aircraft at no additional cost.

Almost six out of 10 Europeans are unaware of their contractual rights when buying a ticket

If this is your case, it is recommended you contact your air carrier, ticket seller or tour operator at least 48 hours before your trip and explain what kind of assistance you require. This would facilitate the provision of assistance, allowing you the same possibilities enjoyed by any other citizen.

3. Information before buying your flight ticket/package holiday at at various stages of travel

According to EU legislation, when passengers buy tickets for flights departing from EU airports online or in a travel agency, the final price should include a breakdown of air fare, taxes, charges, surcharges and fees which are unavoidable and foreseeable at the time of purchase.

Optional price supplements should be communicated unambiguously at the start of the booking process and their acquisition should be on an opt-in basis.

You must be informed in advance about which airline is operating your flight. The EU bans or restricts airlines from flying within the EU if found to be unsafe. A constantly updated list of these airlines may be found at http://air-ban.europa.eu .

It is your right to be informed in a timely and relevant manner at the various stages of travel, notably in case of disruption. The air carrier must inform you of the estimated departure time as soon as this information is available.

4. Rerouting, reimbursement or rebooking in case of delayed arrival, cancellation or denied boarding

In the event of long delays, cancelled flights or denied boarding due to overbooking, you have the right to financial compensation, an alternative transport service or to re-book at your best convenience. The choice must be offered to you by the air carrier as soon as the disruption takes place in a clear and uncontroversial manner.

5. Get help in case of a long delay at departure or at connecting points

If you are stranded at the airport, you have the right to be provided with a minimum level of care immediately at the airport and/or on board while waiting for the beginning or continuation of your delayed journey. In some cases, you may be entitled to refreshments, meals, access to a telephone, hotel accommodation and airport transfers.

This information was provided by Charlo Seychell, PR executive, Media Consulta Malta Ltd.

odette.vella@mccaa.org.mt

Odette Vella is senior information officer, Office for Consumer Affairs, Malta Competition and Consumer Affairs Authority.

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