If you have to wait at the airport, you have a right to care.
This often includes complimentary meals and free hotel stays.
If your Aegean Airlines flight experiences a delay, abrupt cancellation, or alteration, you are eligible for certain complimentary services. When your delay extends beyond three hours, expect to receive free meals and beverages. If the delay requires an overnight stay, Aegean Airlines is obligated to providing you with free accommodation and free hotel transfer.
Right to Care From Aegean Airlines
European legislation grants protection to air passengers.
This means that passengers travelling to or from Europe or via European airlines are entitled to care, which Aegean Airlines provides for the majority of its flights to and from the European Union, EEA and UK. This is stipulated by Regulation (EC) No 261/2004.
Short Delays (3+ Hours)
You can receive: food and refreshments.
If your delay extends beyond three hours but is still reasonably short and occurs during daylight hours, Aegean Airlines is required to provide you with free meals and refreshments. In addition, you will be entitled to two free phone calls, emails or faxes. This is what “right to care” means.
This is typically facilitated via coupons.
Long Delays (Overnight)
You can receive: meals, beverages, hotel accommodation and airport transfers.
If your flight experiences an overnight delay, Aegean Airlines have to offer you free hotel accommodation, free transfers to and from the airport, meals, and beverages. If you haven’t been informed of these arrangements, it is advisable to communicate with Aegean Airlines directly as soon as possible.
How to Get Free Food and Free Hotel Accommodation?
During prolonged airport waits Aegean Airlines should provide amenities such as complimentary meals, free hotel stays, and airport transfers. These conditions should be presented to you without the need for a request during your wait.
If you are not offered these services, it is best to visit the Aegean Airlines customer service desk and inquire about that. The airline is required by European law to offer these services free of charge in the event of qualifying delays.
In the unlikely event that the airline does not make these arrangements for you, you may be required to make the arrangements yourself. Keep all receipts and proofs of purchase related to meals, beverages, transfers, and hotel accommodations. With this documentation, you can submit a claim for reimbursement to Aegean Airlines, listing your expenses during the delay. Providing all necessary information will expedite the reimbursement process.
Extraordinary Circumstances
First, allow us to clarify the concept.
What Are Extraordinary Circumstances?
Extraordinary circumstances include all those incidents that are not within the airline’s control.
These could include extreme weather conditions, strikes not associated with the airline, security threats, political commotion, or unexpected technical issues that pose a risk to flight safety.
In these scenarios, the airline isn’t required to compensate for the disruption caused, as they receive an exemption under Regulation (EC) No 261/2004. However, the passengers are still entitled to the right to care, as outlined previously.
Are Technical Problems Considered Extraordinary Circumstances?
Under Regulation (EC) No 261/2004, technical issues typically do not qualify as extraordinary circumstances. The regulation mentions that technical problems from the airline’s standard operations aren’t classified as extraordinary, as they are within the airline’s realm of control.
Routine maintenance or minor repairs fall under this category. These issues are considered part of the regular duties of an airline and thus do not exempt them from compensating or caring for their passengers.
However, if the technical problem is a hidden manufacturing defect that threatens the flight’s safety, it may be considered extraordinary. This is because such situations are unusual, immediately endanger the aircraft’s safe operation, and stray from the airline’s regular technical operations.
Right to Care in Extraordinary Circumstances
Even during extraordinary circumstances, passengers hold the right to care.
While Aegean Airlines may not be required to provide compensation for delays or cancellations resulting from situations beyond its control, it is still obliged to prioritize your comfort while you wait. This obligation includes providing food, drinks, and accommodation in case of significant delays.
This principle also extends to offering an alternative means of transport in case of flight cancellation – this is your right. The airline has to take care of you as a passenger.
Right to Care: FAQ
In this section, we will answer some of the most frequently asked questions about passengers’ right to care during flight delays and cancellations with Aegean Airlines.
What Does “Right to Care” Mean?
“Right to care” refers to the responsibilities that airlines have towards their passengers during flight delays, overbooking, and flight cancellations. As per European law, airlines are obliged to ensure passengers’ comfort during these situations, including the provision of complimentary meals, drinks, and accommodation in cases of significant delays.
What Should I Do to Avail My “Right to Care” If My Aegean Flight Is Delayed?
If your flight is delayed by 3 hours or more, Aegean Airlines should automatically provide you with services such as free meals and drinks, and necessary accommodation if the delay extends overnight.
If these services are not provided, contact the Aegean Airlines customer service desk at the airport.
Alternatively, you can pay for these services yourself and file a claim for reimbursement later. The sooner you do this, the better.
Am I Entitled to the Right to Care If My Flight Is Canceled?
Yes, if your flight is cancelled, you have the right to care.
This means that Aegean Airlines must provide you with meals, drinks, and accommodation (if required), and an alternative mode of transportation to your destination. If the cancellation is due to the airline’s fault, you also have a right to flight cancellation compensation.
Are There Exceptions to the Right to Care During Extraordinary Circumstances?
No, the right to care stands even in extraordinary circumstances, which are situations beyond the control of the airline.
This implies that even if your flight is delayed or cancelled due to severe weather conditions, security threats, or labour strikes, you are still entitled to free meals, drinks, and accommodation (if required).
How Do I Apply for Refund If I Had to Arrange for My Own Accommodation and Meals?
If you had to arrange for your meals, accommodation, or airport transfers due to Aegean Airlines’ inability to do so, keep all receipts and proofs of purchase. You can submit these, along with a detailed account of your expenses during the delay, to Aegean Airlines for reimbursement.
Please remember that this policy only applies to necessary expenses. Large amounts spent on lavish meals will not be reimbursed by the airline.
Does the Right to Care Apply to All Aegean Airlines Flights?
The right to care applies to all Aegean Airlines flights to and from Europe.
Because Aegean Airlines is an EU airline, the right to care under Regulation (EC) No 261/2004 applies to all its flights both departing from and arriving in Europe. It’s important to mention that with non-European airlines, this regulation only applies to flights that are departing from Europe.
Is This Applicable Only to Europeans?
No, the right to care is applicable to all passengers on Aegean Airlines flights regardless of their nationality.
Regulation (EC) No 261/2004 and Regulation UK261, established by the European Union and the UK government, confirm that any airline operating in Europe must provide care and compensation for affected passengers when applicable. This means that the right to care is applicable to all passengers on Aegean Airlines flights, regardless of their nationality.
The only exception is in the case of non-European airlines, where this regulation applies only to flights departing from Europe and not those arriving in Europe from other parts of the world.
By Europe and EU here on this page (and on this website in general) we mean all EU Member States, the United Kingdom (UK), Guadeloupe, French Guiana, Martinique, Reunion, Mayotte, Saint Martin (French Antilles), the Azores, Madeira, the Canary Islands, Iceland, Norway, and Switzerland.