Passenger rights

If your flight has been cancelled, you can ask the airline for

• reimbursement of the original ticket price or
• request a comparable replacement flight at your convenience

If the airline has informed you of the cancellation less than 2 weeks before the scheduled departure date, you may claim compensation*: The airline may refuse to pay compensation if it can prove that the cancellation was not its fault and due to extraordinary circumstances.

(Please find more information on extraordinary circumstances in the FAQ’s below)

The compensation is as follows

• 250 euros for flights of up to 1,500 km
• 400 euros for flights between 1,500 and 3,500 km
• 600 euros for flights over 3,500 km

In addition, you are also entitled to care including refreshments, a meal, accommodation if necessary, transfer to accommodation and 2 free telephone calls. If the airline has not offered you anything, you can also claim reimbursement of the costs incurred. Please keep all receipts relating to these expenses.

On-the-spot claim at the departure airport:

The airline must offer you re-routing to your final destination, a return flight or reimbursement of your ticket.
The airline must offer you accommodation and transfer to accommodation if you require an overnight stay while waiting for the proposed re-routing flight.
You are also entitled to care including refreshments, a meal and 2 free telephone calls.
Please keep all receipts for these charges.

Making a claim in writing:

If the airline has not re-routed or refunded your ticket, you should preferably contact the airline or your travel agent in writing and request reimbursement of your ticket and any compensation*.
Most airlines have a complaint form. To facilitate communication by e-mail, please keep the reference and subject of the message defined by the airline.

If you do not agree with the response you have received or if you have not received a response:

If you do not agree with the airline's response or if you have not received a response within the 2-month period, you can file a complaint against the airline with the Ministry via the myGuichet form.

Link for more information and the form

Please check the responsibility of the relevant authorities before filling in the complaint form. The authority responsible for handling your complaint is determined by the departure/arrival airport and by the European country defined. You can find this information under the heading Competent authorities.

If your flight (1500km or less) has been delayed for more than 2 hours at departure, you are entitled to :

a meal and refreshments and 2 free telephone calls. If the assistance was not provided when it should have been,you may also claim reimbursement from the airline for the costs incurred. Please keep all receipts for these costs.

If your flight (1500km to 3500km) was delayed for more than 3 hours at departure, you are entitled to :

a meal and refreshments and 2 free telephone calls. If the assistance was not provided when it should have been, you may also claim reimbursement from the airline for the costs incurred. Please keep all receipts for these costs.

If your flight (more than 3500km) was delayed for more than 4 hours at departure, you are entitled to :

a meal and refreshments and 2 free telephone calls. If the assistance was not provided when it should have been, you may also claim reimbursement from the airline for the costs incurred. Please keep all receipts for these costs.

If your flight has been delayed for more than 5 hours at departure you are entitled to:

a meal and refreshments and 2 free telephone calls. If the assistance was not provided when it should have been, you may also claim reimbursement from the airline for the costs incurred. Please keep all receipts for these costs.

And you can choose between :

• a refund of the original ticket price; or
• a return flight

Depending on the extent of the delay, you are also entitled to accommodation, including transfer to the place of accommodation.

If your flight was delayed by more than 3 hours on arrival:

You must also be compensated if your flight is delayed by three hours or more on arrival. Please note that the airline is not obliged to pay compensation if the cancellation is due to extraordinary circumstances.

(Please find more information on extraordinary circumstances in the FAQ’s below)

The compensation is as follows

• 250 euros for flights of up to 1,500 km 
• 400 euros for flights between 1,500 and 3,500 km 
• 600 for flights over 3,500 km

Making a claim in writing

Firstly, you must submit a written complaint to the airline to claim any compensation*. It is customary to assume that the airline has two months in which to respond.

If you do not agree with the response you have received or if you have not received a response

If you disagree with the airline's response or if you have not received a response within the 2-month deadline, you can file a complaint against the airline with the Ministry via the myGuichet Form.

Please check the responsibility of the relevant authorities before filling in the complaint form. The authority responsible for handling your complaint is determined by the departure/arrival airport and by the European country defined. You can find this information under the heading Competent authorities.

Link for more information and the form

Non exhaustive list :

• for safety, security or health reasons (e.g. if you have not informed the airline in advance that you suffer from severe allergies or a contagious disease)
• if you are not in possession of the required travel documents (visa, passport validity, entry conditions, etc.)
• if you have not taken the outbound flight of a booking that included a return flight
• if you have not taken the other flight(s) included in a booking comprising consecutive flights
• if you are not in possession of the appropriate documents for your pet travelling with you.
• if you do not present yourself on time for check-in or boarding

The Regulations provide for a refund of the ticket only if the airline is responsible for the denied boarding.

In case of denied boarding, you have the following rights:

• reimbursement of the original ticket price; or
• a return flight; or
• request a replacement flight with comparable transport conditions as soon as possible.

In addition, you are also entitled to care including refreshments, a meal, accommodation if necessary, transfer to accommodation and 2 free telephone calls. If this service was not provided when it should have been, you may also claim reimbursement from the air carrier for the costs incurred. Please keep all receipts for these costs.

You are also entitled to compensation if the denied boarding is not due to extraordinary circumstances..

(Please find more information on extraordinary circumstances in the FAQ’s below)

1. Report the incident to the airport baggage service, requesting a certificate stating that the baggage has not been delivered.
2. If a kit of basic necessities is not provided, you have the right to purchase these goods (personal care products, clothing). Please keep proof of purchase.
3. Claims for compensation or reimbursement must be made in writing to the airline within 21 days of receipt of the baggage (in the event of delay) or of its loss.

1. File a complaint directly with the airline at the airport.
2. Confirm the complaint in writing within 7 days of the theft.

Make a complaint in writing to the airline within 7 days of receiving your baggage

Any flight whose departure time is brought forward by more than one hour is considered cancelled. You have the same rights as if a flight were cancelled.

This situation is treated the same way as a flight with a changed destination airport: the flight is considered canceled, unless the airline transfers passengers from the originally planned airport to the new departure airport.

Submitting your complaint to the airline

The airline has 2 months to respond to your complaint.

If you do not agree with the airline's response or if you have not received a response within the 2-month period, you can file a complaint against the airline with the Ministry using the myGuichet form.

Link to the form

Filing your complaint with the Ministry using the myGuichet form

After receiving your complaint, the Directorate for Consumer Protection will ask the airline to take a position. The airline has 7 weeks, including reminders, to respond.

If the flights are part of a single reservation and you arrive at your final destination with a delay of 3 hours or more, provided the delay is not due to exceptional circumstances, you are entitled to financial compensation.

Many countries require that the passport still be valid for at least six months at the time of the planned departure. Others require it to be valid only until the end of the trip, i.e. to cover the entire return journey.

Responsibility for the validity of the passport lies with the passenger. You can either check the conditions of entry in force in the country concerned, or enquire at the embassy of the destination country and ask the airline for re-insurance.

There are no scheduled arrivals or departures after 23:00 at Luxembourg airport. Please contact your airline for further information.

If the airline places you in a class higher than that for which the ticket was purchased, it cannot claim any supplement.

If you are downgraded to a lower class of service, you are entitled to a refund within 7 days:

• 30% of the ticket price for all flights of 1500 kilometres or less
• 50% for flights within the European Union of more than 1,500 kilometres and for all other flights between 1,500 and 3,500 kilometres
• 75% for flights not falling into the above categories

The airline is not obliged to pay compensation if it can prove that the cancellation was due to extraordinary circumstances that could not have been avoided even if all reasonable measures had been taken. The airline must prove this by providing, for example, extracts from logbooks or incident reports. The air carrier must provide this proof to the competent national body.

The following are examples of events defined as extraordinary circumstances (non-exhaustive list)

• air traffic management decisions
• political instability
• adverse weather conditions
• safety risks and on-board emergencies
• external strikes (airport, national etc.)
• bird collision

Situations that are not considered extraordinary circumstances are (non-exhaustive list)

• most technical problems revealed during aircraft maintenance or due to a lack of maintenance
• the collision of a boarding escalator with an aircraft
• a strike by the air carrier's staff (internal strike action)

The duration of a flight is the time that elapses between the scheduled departure time (as indicated on the boarding pass) and the opening of the aircraft doors at the destination airport.

The delay duration is the difference between the actual flight duration and the scheduled flight duration.

The distances indicated are measured using the great circle route method (shortest line between the point of departure and the point of arrival).

At Luxemburg airport, the information desk is located right across from the check-in counters.

If your flight is operated by an airline registered in an EU country, you can assert your rights under Regulation (EC) 261/2004 in the event of a flight cancellation.

If your flight is operated by a non-EU airline, you may have rights under the legislation of the country where the airline is registered.

Under EU rules, any flight diverted to another airport that does not serve the same city or region as the airport for which the reservation was made must be considered cancelled. In this case, you have the same rights as in the case of a flight cancellation, and you can also demand reimbursement of the costs you have incurred to reach your original destination.

If you arrive late at the airport and miss your flight, you will need to contact the airline for re-routing options. Note that some airlines may charge a fee for flight changes.

Under certain conditions, you can travel on board with your pets. The rules concerning pets on board aircraft may vary from one airline to another and also vary according to the destination. You will need original copies of all documents (microchip, passport, vaccinations, etc.). Check with the airline in advance and find out about the regulations in your destination country. You can only check in at the airport. Certain conditions apply to cages. A form must be completed before travelling.

• We recommend to book a flight directly on an airline's website or via a trusted agency. 
• Please note that you will receive a booking confirmation after you have paid for your flight. If you have any doubts, please check your bank account if necessary. We can only enforce your rights if you have received a booking confirmation and the amount has been debited from your account. 
• If you book two separate flights with two different booking references for a single trip, allow extra time at each step in case of delays or cancellations to avoid missing your connection. Please note that the airline cannot be held responsible for the entire journey if you have booked two separate flights with different booking numbers. In this case, any claim will only apply to the specific flight in question and a part of the journey.
• Before each trip, we recommend that you check the terms and conditions of your insurance. Some bank products also include insurance. These precautions are particularly recommended for non-EU flights operated by non-EU airlines.
  

Airlines give priority to people with reduced mobility and any accompanying persons or certified guide dogs, as well as unaccompanied children.

For organizational reasons at the airport, we recommend that you declare your need for assistance a few days before the departure of your flight. You can find this information on the airline or airport website.

Please note: In the event of cancellation, denied boarding or delay, people with reduced mobility and any accompanying persons, as well as unaccompanied children, are entitled to assistance.

The regulation applies to all flights departing from an EU airport and to flights arriving in the EU operated by an EU carrier, except in cases where passengers have received benefits or compensation and have accepted an alternative arrangement or reallocation.

For the regulation to apply, passengers must have a confirmed reservation (airline ticket or other proof), check in on time and have fulfilled all other applicable conditions set in advance by the airline.

The times to be respected (check-in counter/boarding gate closures) depend on the airline's general conditions. Timetables may vary from one airline to another. The schedule conditions are generally indicated on the ticket. If there is no indication of the time, please contact the airline.