Air transport

It is important to know that you are protected by European Union law when travelling by aeroplane.

If your flight is cancelled, delayed or you are denied boarding:

• You have the right to be informed: airlines are not allowed to leave you on airport, with no explanation; on the contrary, they must provide you with information on your rights – what kind of assistance you are entitled to and when, under what circumstances compensation is given, what flight alternatives there are and who you can contact if you are not satisfied.
• You are entitled to assistance: under certain circumstances (denial of boarding, cancellation, delay), the airline must provide you with meals and refreshments commensurate with the waiting time, with accommodation, transport between the accommodation and the airport and free telephone calls.
• You are entitled to a refund or rerouting: if the flight has been cancelled or you have been denied boarding, you must be offered a choice between a refund of the amount paid for the ticket and being rerouted to the final destination as soon as possible or on a later date.
• You are entitled to compensation: if you have been denied boarding, or the flight has been cancelled or has reached the destination with a delay of 3 hours or more, you may also claim compensation under certain conditions, which may range between EUR 250 and EUR 600 per passenger, depending on the flight distance.

More information on air passengers’ rights can be found here.

If your luggage has been lost, damaged or delivered late:

• You are entitled to compensation: if you have not found your luggage at destination or it has arrived at the destination damaged, you are entitled to a maximum compensation of almost EUR 1 250, which should cover the value of the items missing from the luggage or damaged.
• You are entitled to be reimbursed for expenses incurred on essential items: if you had to buy essential items (underwear, a set of clothes, hygiene products, etc.) while waiting for your luggage, you may ask the airline to reimburse you.

More information on passengers’ rights in the case of lost luggage can be found here.

Rail transport

• If your rail journey is delayed by at least one hour or is cancelled, you have the right to be informed, to be refunded the value of the ticket, to continue the journey at the earliest opportunity, to snacks and refreshments or to compensation equating to 25 % or 50 % of the ticket value.
• You are entitled to compensation for loss of or damage to registered luggage.
• You are entitled to compensation for injury.

Transport by bus or coach

• If your journey is cancelled or delayed, you have the right to be informed.
• If your journey is cancelled or delayed by more than 2 hours, you have the right to choose between a refund or continuing the journey.
• You are entitled to compensation of a maximum of 50 % of the ticket cost and to a refund if you are not offered the choice.
• If your journey is cancelled or delayed by more than 90 minutes, you are entitled to snacks and refreshments or to accommodation for a maximum of 2 nights.
• You are entitled to compensation if you are injured or if your luggage is lost or destroyed as a result of an accident.

Transport by boat

• If your journey is cancelled or delayed, you have the right to be informed.
• If your journey is cancelled or delayed by more than 90 minutes, you have the right to choose between a refund or continuing the journey.
• If your journey is cancelled or delayed by more than 90 minutes, you are entitled to snacks and refreshments, or accommodation.
• You are entitled to compensation worth between 25 % and 50 % of the ticket cost if you reach the destination with more than one hour’s delay.
• You are entitled to compensation if you are injured or if your luggage is lost or destroyed as a result of an accident.

If any problems or non-conformities arise during a package trip that you have bought, you can make a claim against:

• the organising travel agency, if you purchased the package directly from that agency;
• the organising travel agency based in Romania, if you purchased the package from an intermediary travel agency based in Romania that obtained the package through an organising travel agency based in Romania;
• the organising travel agency based in another Member State or the intermediary travel agency based in Romania (you choose), if you purchased the package from an intermediary travel agency based in Romania that obtained the package through an organising travel agency based in another Member State;
• the intermediary travel agency based in another Member State, if you purchased the package from an intermediary travel agency based in another Member State that obtained the package through an organising travel agency based outside the European Union;

If you encounter any non-conformities during the package trip, you must inform the travel agency about them, without undue delay, using the contact details of the local representative or contact point indicated in the contract or by contacting the travel agency directly.

If you encounter any difficulties, the travel agency will provide you with the appropriate assistance without undue delay, including in situations caused by extraordinary circumstances, in particular by:

• providing appropriate information on health services, local authorities and consular assistance;
• establishing remote communication and helping the traveller find alternative travel services.