Callcenter +46 (0) 770 - 790 700

Air Passenger Rights

Air Passenger Rights

Complaints

If you have any questions regarding your trip you are welcome to contact Direktflygs Callcenter at +46 (0) 770 – 790 700 or e-mail callcenter@direktflyg.com.

In case of a flight delay of more than 2 hours you are entitled to receive meals and refreshments in reasonable relation to the waiting time. You are also entitled to two phone calls or e-mails during the waiting period, free of charge. For longer delays there is a possibility to receive a compensation for hotel accommodation and transport to and from the hotel. If the delay would exceed 5 hours the passenger is entitled to cancel their reservation and get a refund of their ticket.

In case of longer delays the passenger may be entitled to a compensation according to the judgement of the EU court in the case C-432/07, Sturgeon. Remember to save your receipts!

In case of a flight cancellation we will offer you two options:

  • Rebooking to your final destination, which is stated on your ticket with Direktflyg, under equivalent transport conditions as soon as possible or at a later opportunity which suits the passenger.
  • Reimbursement of the full cost of the ticket at the price at which it was bought, for the part or parts of the journey not made. If you choose reimbursement of the ticket you will not be entitled to re-routing or any further assistance.
Assistance will be offered in the form of compensation for additional costs in reasonable proportion to the waiting time. These additional costs can, for example, be for meals, hotel accommodation and transport to and from the hotel, if this becomes relevant. In case of cancellation you also have the right to make two telephone calls or send two telex, fax or e-mails free of charge.

You are entitled to a compensation by the air carrier unless you are informed about the cancellation,

  • at least two weeks before the scheduled time of departure; or
  • between two weeks and seven days before the scheduled time of departure and are offered re-routing, allowing you to depart no more than two hours before the scheduled time of departure and to reach your final destination less than four hours after the scheduled time of arrival; or
  • less than seven days before the scheduled time of departure and are offered re-routing, allowing you to depart no more than one hour before the scheduled time of departure and to reach your final destination less than two hours after the scheduled time of arrival.

If we have not informed that your flight is cancelled no later than seven days prior to the departure time, and the flight to which the passenger is re-booked departs more than an hour earlier or arrives more than two hours later than the original flight, and if the flight cancellation is not due to extraordinary circumstances that could not have been avoided by the airline even if all reasonable measures were taken, the passenger may in some cases be entitled to compensation of 250 EUR.

Such extraordinary circumstances might occur in cases of,

  • Political instability
  • Meteorological conditions incompatible with the operation of the flight concerned
  • Security risks
  • Unexpected flight safety shortcomings
  • Air traffic management decisions
  • Strikes that affect the operation of an operating air carrier

If you choose to cancel your reservation you are entitled to a refund of the unused flight ticket and, in relevant cases, - a return flight to the first departure point as soon as possible. You then need to contact us at +46 (0) 770-790 700 or by email callcenter@direktflyg.com.

If your flight is overbooked, the airline will primarily ask if there are voluntary passengers who are prepared to waive their place in exchange for benefits agreed between the passengers and the airline concerned. These volunteers must, in addition to the benefits, also be offered the opportunity to cancel the trip and have the ticket price refunded or re-booked to the final destination as soon as possible or at a later time that the passenger finds appropriate, under equivalent transport conditions. If there are not enough volunteers, the airline may deny passengers to board the flight. The passengers who are denied boarding are entitled to compensation amounting to EUR 250, or EUR 125 if the airline can offer re-routing to the place of arrival arriving less than two hours later than the original flight.

The passenger who has been denied boarding also has the right to cancel the trip and have the ticket reimbursed and, in relevant cases, a return flight to the first departure point as soon as possible, as well as the right to meals and refreshments in reasonable proportion to the waiting time and hotel room, as well as transport to and from the hotel, in such cases where overnight stay for one or more nights becomes necessary. When denied boarding, you also have the right to call two phone calls or send two telex, fax or e-mails free of charge. We recommend that you also contact your travel insurance company to cover expenses that are not covered by our liability, such as whether the delay, the cancellation or the denied boarding was due to circumstances beyond our control even though they have taken all reasonable steps to avoid the damage.

Direktflyg complies to EU Regulation 261/2004 of 11 February 2004 that states common rules on compensation and assistance to passengers in the event of denied boarding and cancellation or severely delayed flights and repealing Regulation (EEC) No 295/9. Download the regulation as PDF.

In a case where your luggage is delayed you must report your missing baggage immediately at the airport by contacting the arrival service. When you have reported your baggage missing, you will receive a PIR report (Property Irregularity Report).

If you need to buy toiletries and other essential items that was packed in your baggage, we will reimburse you for these costs within reasonable limits.

  • Save the receipts of your expenses together with the PIR report, these will be needed to claim your compensation.
  • Your claim must be produced within 21 days from the time you have received your lost baggage.

In a case where your baggage has been damaged during transport you need to bring it to the arrival service immediately at the airport. This must be done together with your baggage tag and travel documents.

If you have already left the airport you will have to return with your damaged bag, your baggage tags and travel documents within 7 days to make a damage report.

Compensation for damaged baggage,

  • Depending on the type of damage, we will compensate for the value of the baggage in question at the time of the damage.
  • Normal transport conditions can lead to scratches, marks, dents and other minor damages. Direktflyg are not responsible for this type of general wear.
  • If the contents of your bag have been damaged (without the bag itself being damaged), we recommend that you contact the company where you have your travel insurance.

Claims for compensation shall be sent to Direktflygs Callcenter by e-mail callcenter@direktflyg.com. You are always welcome to contact our Callcenter if you have any further questions regarding your trip at +46 (0) 770 – 790 700 or by e-mail.