Air passengers rights

Here is a brief overview of your rights when you are flying.

When buying a ticket

Your airline or travel agent must provide you with clear and easily understandable information about your travel conditions when you buy airline tickets. You should check this carefully. Airlines and travel agents selling airline tickets must state the full price for all mandatory charges, such as taxes, when booking. They must state any additional costs for optional extras. For example for baggage allowance or seat choice.

At the airport

Disabled passengers and people with reduced mobility are entitled to special assistance at the airport at no cost. This includes assistance to:

• pass through the airport

• get on the plane

• sit in a seat

• get off the plane

• get between planes

You do not need to provide a certificate to prove your need for special assistance. You are entitled to have a portable aid (up to 2 pieces) free of charge, as well as a permitted baggage allowance. Airlines are responsible for providing necessary information on air safety in accessible forms such as in Braille, audio or in major characters.

If anything comes up

Air passengers have a high level of rights within the European Economic Area (EEA). The information below only applies to flights that:

• are located within the EEA

• come into the EEA and is performed by an EEA air carrier

• leaves EEA to a country outside EEA

• operated by an EEA airline

Right to information

If you are delayed or cancelled or if you are refused a flight, airlines must inform you of your rights, including when you are entitled to assistance, reimbursement and compensation.

Service and support

If your flight was cancelled or you were refused a flight and you are waiting for another flight, or there is a large delay (at least 2 hours) in your flight, the airline must provide you with services and support, such as meals or refreshments. If the cancellation or delay means a night of accommodation, you have the right to a hotel accommodation and transport between the airport and the accommodation.

Flight delays

If your flight arrives at your destination more than 3 hours late and the delay is caused by the airline, you are entitled to compensation. The amount you are entitled to depends on the length of the flight. Compensation is not paid if the delay is caused by circumstances beyond the control of the airline. Examples of special circumstances may be, for example, bad weather, natural disasters, delays due to decisions made by the air traffic control, strikes or unforeseen safety problems.

Cancellation of flight

If your flight is cancelled by the airline, you have the right to choose between:

• refund of tickets

• another flight to your destination

  • If the cancellation is due to the air carrier cancelling the route, the air carrier should bring the passenger to the final destination even if he has stopped flying there.

If your flight was cancelled within 14 days of the expected time of departure, you may also be entitled to compensation. This depends on the time you were notified of the cancellation and the options offered for another flight. There is no need to pay compensation if the cancellation is due to circumstances beyond the control of the air carrier, such as bad weather, natural disasters, delays due to decisions made by the air traffic control, strikes or unforeseen safety problems.

Flight acceleration

If your flight is accelerated by 1 hour or more, this is defined as cancellation of flight. You have the same rights as in the case of cancellation of flight.

Refusal of a move

If you are not allowed on the flight you have booked, for example because of an overbooking by the airline, the airline must allow you to choose between:

• refund of tickets

• choose another flight to your destination

You are also entitled to compensation. This is different from being refused boarding on reasonable grounds, such as disruptive behaviour or inadequate travel documents.

Loss, damage or delay in the delivery of luggage

Airlines are responsible for lost or damaged luggage, based on the value of your luggage. If your luggage is delayed while you are at home, most airlines will refund you the essential items you need. Check this with your airline.

to cover cases of lost, damaged or delayed baggage delivery.

Damage or loss of assistive devices

If your wheelchair or other motion equipment is lost or damaged during your journey, the airline must compensate you. You may also be given temporary equipment or arrangements made for your continued journey.

How to resolve a case and how to make a complaint

If you feel that your airline has not fulfilled its obligations, you should submit a complaint directly to them via their website, phone or apps. The airline has 8 weeks to respond to your request. If you disagree with the conclusion, you can

More information

Specialists of the SGS provide information by telephone twice a week: Tuesdays and Fridays from 09 to 11. You can also send inquiries to the email APR@samgongustofa.is