When should Qantas compensate you?
Canceled flight ? Significant delay? Lost or damaged baggage? As an air passenger from the European Union, you have several rights and can claim reimbursement, re-routing or compensation in the event of a dispute.
Qantas air traffic disrupted due to strike
Whether or not the strike is due to airline personnel, the airline must compensate the passenger who was unable to make the trip he had booked and paid for.
But if there has been force majeure (unpredictable strike, no alternative re-routing solution, etc.), the company whose strike is not due to its personnel (for example, the strike is due to air traffic controllers) is entitled to refuse compensation.
In the event of a strike, the company can inform the passenger by email or SMS of the delayed flight or the canceled flight.
The rights of air passengers in the European Union relate to: flights and reservations, damage to luggage, delays and cancellations, denied boarding, overbooking and compensation in the event of an accident or problems with vacation packages.
They are applicable to passengers on scheduled flights or domestic and international charter flights, including those purchased as part of a package trip or for all flights departing from European Union airports regardless of the nationality of the company. air or even flights operated by a European Union company from an airport outside the Union but bound for an EU airport. While noting that these rights are also valid for Iceland, Norway and Switzerland.
As for travelers with reduced mobility
European legislation has been adopted on passengers with disabilities or reduced mobility in order to:
– provide them with free and efficient assistance on planes and at EU airports
– guarantee them fair and non-discriminatory treatment.
Qantas cannot refuse a reservation or boarding to people with disabilities if they have a valid ticket and reservation, except for security reasons which must be justified.
He must also provide free specific assistance, as soon as the person in difficulty has informed him of his particular needs 48 hours before the flight’s departure.
Delayed or suspended flight take-off: Possible compensation:
Air carriers are subject to certain obligations towards their customers in the event of denied boarding, cancellation or delay of a flight. These obligations consist in offering free of charge to the passengers concerned:
– a meal and refreshments (depending on the waiting time);
– hotel accommodation (if the wait lasts at least one night or if the passenger has to add a hotel night to their stay) as well as transportation to the place of accommodation;
– the possibility of making two telephone calls or sending two messages (telex, fax, e-mail).
When these events occur, the Australian airline company is required to present a notice containing the main provisions of Community Regulation 261/2004 of February 11, 2004.
In all cases, it is advisable to ask the counter agent for a certificate, dated and signed by the company, specifying the problem that occurred.
In addition, in the event of a problem, in addition to its obligation to take care of you (refreshments, catering, etc.),
Qantas must pay the passenger financial compensation, the amount of which varies according to the flight distance:
– 250€ for a flight of 1,500 km or less;
– 400€ between 1,500 and 3,500 km;
– 600€ for a flight of more than 3,500 km.
In the event of re-routing, the compensation may be reduced by half.
Overloaded plane, denied boarding
When passengers are denied boarding due to overbooking by the air carrier, the airline must request volunteers to vacate their seats in exchange for mutually agreed benefits.
If seats are still missing, the company may refuse to board a passenger, even if he has a valid ticket and a confirmed reservation for the flight concerned, and is presented for registration within the required time and conditions.
It then gives the passenger the choice between a replacement flight (as soon as possible or at a later date) and reimbursement of the ticket.
The reimbursement must be paid within 7 days, in cash, by bank transfer, by check or, with the signed agreement of the passenger, in the form of a bon voyage.
Benefit from compensation after a long delay posted on your flight:
If your flight is delayed by at least 5 hours, you can request a refund for your ticket, provided that you decide not to travel.
Airlines are obliged to take care of you (phone calls, catering, refreshments) if your flight is delayed:
– 2 hours or more for flights of a distance of up to 1500 km;
– 3 hours or more for longer flights within the European Union or for other flights of a distance between 1500 km and 3500 km;
– 4 hours or more for flights over 3500 km outside the European Union.
Since 2009, airlines can be held liable for damage resulting from delays. They can thus compensate you under the same conditions as when denied boarding.
You can also request compensation if you arrive at your final destination with a delay of 3 hours or more, unless this delay is due to extraordinary circumstances.
In the event of damage resulting directly from the delay (paid and unused hotel night, lost working day, etc.), you can obtain compensation.
Departure canceled, flight canceled
In the event of cancellation of a flight, the airline company is obliged to reimburse you under the same conditions as when boarding is denied. This right to reimbursement does not apply if:
– You were informed 14 days before the date of your flight;
– You have been redirected to your final destination at a time close to that originally planned;
– The airline can prove that the cancellation of the flight is linked to extraordinary circumstances which could not have been avoided (weather conditions, political situation at risk).
Following the cancellation of your flight, the airline company must respect certain obligations:
– The reimbursement of your ticket within 7 days;
– Re-routing to your final destination under comparable conditions;
– Support if necessary.
Damage caused by Qantas: Adequate solutions for obtaining compensation
To file a complaint against an airline company which has not complied with Community rules, by enclosing a copy, and not the originals, of all the supporting documents in your possession. You can also fill out an electronic form on our site to contact a legal expert who, in turn, will process it.