Your passenger rights when travelling by air

People with disabilities and people with reduced mobility

Under EU legislation people with disabilities and/or reduced mobility are protected from being discriminated against during reservation and boarding. They are also entitled to receive assistance at airports (on departure, on arrival and in transit) and on board airplanes. In order to facilitate the provision of assistance, it is recommended to pre-notify your needs.

Denied boarding

When passengers are denied boarding on a flight, airlines are obliged to first seek volunteers to give up their reservation in exchange for certain benefits. In addition, the air carrier must also offer volunteers the choice between a full refund and re-routing. You may be entitled to compensation of between €125 and €600 depending on the distance of the flight and the delays experienced before being re-routed. Where volunteers choose re-routing, the airline must also provide assistance if necessary, for example - food, access to a telephone, hotel accomodation of one or more nights if necessary and transportation between the airport and the place of accommodation.

Cancellation

You are also entitled to identical compensation to that offered when you are denied boarding, unless you were informed of the cancellation at least 14 days before the flight, or you were rerouted close to your original times, or if the airline can prove that the cancellation was caused by extraordinary circumstances. In addition the airline must offer you the choice between:

• reimbursement of your ticket within seven days;
• re-routing to your final destination under similar conditions;
• and if necessary, care (phone call, refreshments, food, accommodation, transportation to the accommodation).

Long delays

You are entitled to care by the airline (phone call, refreshments, meal, accommodation, transportation to the place of accommodation) if the delay is:

• two hours or more for flights of 1,500 km or less;
• three hours or more for longer flights within the European Union or for other flights of between 1,500 and 3,500 km;
• four hours or more for flights of over 3,500 km outside the European Union.

If the delay is more than five hours, and you decide not to continue your journey, you are also entitled to have your ticket reimbursed and be flown back to where you originally started your journey.

If you get to your final destination with a delay of three hours or more, you may be entitled to identical compensation to that offered when your flight gets cancelled, unless the airline can prove that the delay was caused by extraordinary circumstances. Additionally, airlines can be held liable for damages resulting from delays.

Baggage

If your baggage is lost, damaged or delayed, you may be entitled to compensation. However, airlines shall not be liable if they have taken all reasonable measures to avoid the damages or it was impossible to take such measures. For damaged baggage, you must lodge a claim to the airline within seven days of receiving your baggage. For delayed receipt of baggage, this period is a maximum of 21 days.

Identity of the airline

You must be informed, in advance, about which airline is operating your flight.

Enforcement body in Bulgaria

Directorate General "Civil Aviation Administration"

9 Diakon Ignatii Str., Sofia 1000, Bulgaria

Phone: +359 2 937 10 47