If your flight is cancelled or has been completed with a long delay, or if you are denied boarding on a flight for which you hold a valid reservation, you are entitled to certain rights in accordance with Regulation (EC) No 261/2004 of the European Parliament and of the Council of 11 February 2004. The EU operating air carrier which carries out the irregular flight is responsible to guarantee you these rights.
If your flight, for which you hold a valid reservation, is cancelled, you are entitled to re-routing or refund of the full cost of the ticket (unless the flight was cancelled due to extraordinary circumstances) at the price at which it was bought, for the part or parts of the journey not made and/or compensation.
In case of cancellation of a flight, the passengers have the right to compensation by the operating air carrier unless they are informed:
Compensation amounts regarding Regulation (EC) No 261/2004
When you are offered re-routing to the final destination on an alternative flight, the arrival time of which does not exceed the scheduled arrival time of the flight originally booked
the operating air carrier may reduce the compensation provided for in above paragraph by 50 %.
When an operating air carrier reasonably expects a flight to be delayed beyond its scheduled time of departure
Passengers shall be offered assistance in accordance Regulation (EC) No 261/2004 of the European Parliament and of the Council of 11 February 2004
If boarding is denied to passengers against their will, the operating air carrier shall offer you, unless there are reasonable grounds for refusing the boarding
The operating air carrier may reduce the compensation by 50 % when passengers are offered re-routing to their final destination on an alternative flight and the arrival time of which does not exceed the scheduled arrival time of the flight originally booked:
When an operating air carrier reasonably expects to deny boarding on a flight (other than for security concerns, visa requirements, etc), it shall first call for volunteers to surrender their reservations in exchange for benefits under conditions to be agreed between the passenger concerned and the operating air carrier. Volunteers shall be assisted, such assistance is additional to the already mentioned benefits.
In accordance with the EU legislation persons with disabilities and/or persons with reduced mobility are protected against discrimination related to making reservation or boarding an aircraft. They are also entitled to help at airports (on departure, arrival and in transit) and on board of the aircraft. We recommend you to notify us in advance of your needs, to facilitate provision of assistance.
If your baggage is lost, damaged or delayed, you may be entitled to compensation subject to the General Conditions of Carriage for Passengers of the operating air carrier and in accordance with applicable regulations. In case of damaged baggage, you must file a claim with the air carrier within seven days of receiving the baggage.
Complaints for violations of passengers rights may be sent to e-mail: firstname.lastname@example.org
The body, designated by the Republic of Bulgaria to be responsible for the enforcement of Regulation (EC) No 261/2004 of the European Parliament and of the Council of 11 February 2004 is General Directorate ‘Civil Aviation Administration’ at the Ministry of Transport, address: Sofia, 1000; 9, Diakon Ignatii Str.; Tel.: +359 2 937 10 47; Fax: +359 2 980 53 37 and e-mail address: email@example.com