Passenger Rights

Information about your rights when you fly with fly2sky

passenger rights

fly with smile

Passenger rights

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.

Cancellation

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:

  • at least 14 days before the date of the flight
  • between 14 and 7 days before the flight and the offered alternative re-routing flight departs no more than 2 hours before the originally scheduled time of departure and arrives at the final destination less than 4 hours after the originally scheduled time of landing
  • less than 7 days before the flight and the alternative flight departs no more than 1 hour before the originally scheduled time of departure and reaches the final destination less than 2 hours after the originally scheduled time of landing.

Compensation amounts regarding Regulation (EC) No 261/2004

  • EUR 250 for flights up to 1,500 km
  • EUR 400 for intra-Community flights of more than 1,500 km and all other flights between 1,500 km and 3,500 km
  • EUR 600 for flights of more than 3,500 km.

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

  1. by two hours, in respect of all flights of 1 500 Kilometers or less; or
  2. by three hours, in respect of all intra-Community flights of more than 1 500 Kilometers and for all other flights between 1 500 and 3 500 Kilometers; or
  3. by four hours, in respect of all flights not falling under (1) or (2),

the operating air carrier may reduce the compensation provided for in above paragraph by 50 %.

Delay

When an operating air carrier reasonably expects a flight to be delayed beyond its scheduled time of departure

  1. for two hours or more in the case of flights of 1 500 Kilometers or less; or
  2. for three hours or more in the case of all intra-Community flights of more than 1 500 Kilometers and of all other flights between 1 500 and 3 500 Kilometers; or
  3. for four hours or more in the case of all flights not falling under (1) or (2),

Passengers shall be offered assistance in accordance Regulation (EC) No 261/2004 of the European Parliament and of the Council of 11 February 2004

  • meals and refreshments in a reasonable relation to the waiting time
  • hotel accommodation in cases
  • transport between the airport and place of accommodation
  • unless the delay is caused by extraordinary circumstances which could not have been avoided or the re-routing was offered by the operating air carrier to reach the scheduled final destination less than two hours after the scheduled time of arrival, when the delay is at least five hours, the operating carrier shall offer you reimbursement within seven days of the full cost of the ticket at the price at which it was bought or for the part or parts of the journey not made.

Denied boarding

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

  • re-routing
  • refund of the full cost of the ticket at the price at which it was bought or for the part or parts of the journey not made;

Compensation amounts

  • EUR 250 for flights up to 1,500 km
  • EUR 400 for intra-Community flights of more than 1,500 km and all other flights between 1,500 km and 3,500 km
  • EUR 600 for flights of more than 3,500 km.

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:

  1. by two hours, in respect of all flights of 1 500 Kilometers or less; or
  2. by three hours, in respect of all intra-Community flights of more than 1 500 Kilometers and for all other flights between 1 500 and 3 500 Kilometers; or
  3. by four hours, in respect of all flights not falling under 1. or 2.

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.

Persons with disabilities and persons with reduced mobility

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.

Baggage

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: feedback@fly2sky.aero

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: caa@caa.bg