RI

GHTSFORPASSENGERSFORLOSS
RIGHTSFORDISABLED PERSONSAND PERSONSW I
TH REDUCED MOBI
LITY(
PRM) OFORDAMAGETO CHECKEDBAGGAGE
REGULATI
ON (
EC)No.1107/2006 REGULATI
ON (
EC)No.
889/
2002

Thi
sregul
ationshal
lapplytoa l
l f
l
ight
s(sc
h e
du l
eda ndnon-sch
edule
d): Theai
rpor
tma na
gingbodys
hal
lma
kea
vai
l
abl
e,a
tnoc
har
ge,
thea
ssi
st
anc
e
•depart
ingorintrans
itfroma na i
rpor
tlocat
e dintheterr
it
oryofaMe mb e
r nec
ess
aryforPRMsto: UNDELI VERYBAGGAGE-Ma kealos tbagga
gec l
ai
mi nor der
Stat
e,Nor wey,
Icel
andorS wit
zerl
and; tor eportthee v
ent, attheairportBa g
gag eServi
cesoffi
ce,before
•depart
ingfrom anai
rp ortl
oc at
edinat hi
rdc ount
ry,t
oa nai
rportsi
tuat
ed •communi ca tet he i
ra r rivalata na i
rpor ta ndt he i
rr eque stfora s
si
stance l
e avi
ngtheb ag
gagere cl
aimarea.
Th er e
por tshoul
db efi
le
du sin
gt he
intheterrit
oryofaMe mb erStat
e(incl
udi
n gNor wey,I
cel
andorSwi t
zer- atthede si
g na tedpoi nt sins i
dea ndout sidet e
r mi nal buildings
; ap pr
op r
iat
ePIR-Pr op ertyI
rr
e g
u l
arit
yRe portform.
lan
d),i
fth eoperat
ingc a
rri
e rofthefl
ig
htc oncernedisaCommu n
itycar- •mov efrom ade signate dpoi ntt othec he ck
-inc ount er ; nc
I as
eof retri
evedbaggag
e ,
wi thi
n21da ysfromi tsactualr
e t
urntothepa s
-
•c heck-i
na ndr egisterba ggage; seng e
r,itisne ces
sarytosenda l
lthedoc ume nta
ti
oni ndica
tedinPOI NTA)
ri
er(orfromNor wey,Icel
andorS wit
zerl
and) .
tot heOf fi
c eofCus t
ome rSer vic
e sa
nd/orBa ggageAs si
st
anceoft heairl
ine
•procee df rom t hec he ck-incount ert ot hea ircra f
t,wi thc ompleti
onof thatope ratesthef l
i
ght,i
nor de rtoini
tia
t etheproc edureforther e
fundof
Noti
f
icat
ionmustbemadetotheai
rcarr
ier
,i
tsa
gentortothetourope
ra- emigration, c ustomsa nds ecuritypr oc edures; anyc os t
ss usta
ined.
t
oratleast48hoursbe
for
ethedepar
tureti
me.I
tisadv
ise
dt hatr
eques
ts •boa r
da nddi s emba rkf rom thea i
rcraft,witht hepr ov isi
onofl i
fts
,whe el
- I
ft heba gga gehasnotbe enf oundwi thi
n21da ysoft hePIRRe por tbeing
ar
ema deattheti
meofbooki
ng. chair
sorot he ra ssistanc ene ede d,asa ppropr i
a t
e ; f
iled,thepa s
sengershouldsendt hedocume ntati
oni ndi
catedinPOI NTA)
•procee df r
om t hea i
rc raftdoort othe irs eats
; below t ot hec arri
er’
sCus t
ome rS er
v i
ceorBa ggageAs s
ista
nceof fi
cet o
Theref
usa
lofabookingorofboardi
ngma
yonlyoc
curf
orsec
uri
tyr
easons •procee df r
om t he irse atst othea i
rcraftdoor ; begint hec ompe nsat
ionproce dure.
ori
fthesi
zeoftheai
rc r
aftori
tsdoor
smake
stheemba
rka
ti
onorcarr
iage •procee df rom t hea ircr af
tt otheba ggag eha l
la ndr etr i
eveba gg
age,with
oft
hePRM phys
ical
l
yi mpossi
bl
e. comple ti
onofi mmi gra ti
ona ndc ustomspr oce dur es ; DAMAGED BAGGAGE -Ma keada ma gedba ggageclai
mi n
•procee df r
om t heba g gageha l
l toade signatedpoi nt ; or
dert orepor tt
hee vent,
atthea irportBa ggageServi
cesoff
ice,
Theairca
rri
ershal
li
mme di
atel
yinf
ormthePRMof t
heirr
eas
onsand,onre
- •reachc onne cti
ngf light swhe ni nt rans i
t,witha ssistanc eont hea i
ra nd bef
oreleavi
ngtheba gg
agerecla
ima re a
.Ther eportshouldbefil
ed
us
ingtheappropria
tePIR-Pr opertyIrregula
rit
yRe portform.
quest
,communica
tethe
ser ea
sonsi
nwriti
ngwit
hinf
iveworki
ngdaysoft
he l
ands idesa ndwi thina ndbe twe ent ermi nalsasne e de d;
•mov et ot het oiletfac i
liti
esifre quir
e d; nt
I hec a
seofdama getobaggage,wit
hin7da ysoffi
linga" DamagedBa g
gage
reque
standproposeare-r
outi
ngorrei
mburse
me nt
. Report"thepassengershoul
ds endthedoc ume ntati
oni ndi
cat
e di
nPOI NT
•bea ss
iste db ya na ccompa nyi
ngpe r
s onwi t
he mba rkinga nddisembarking
; B)be l
owt othec ar
rier
’sCustome rServ
iceorBa ggageAs s
is
tanceoff
iceto
Thea
irc
a r
rie
rmayrequi
ret
hataPRM bea
c compa
nie
dbya
not
herpe
rson •recei
ve ,
s ubje ctt oa dv ancewa r ningof 48hour s,gr oundha ndli
ngof al
lne- beginthecompe nsa
tionprocedure.
whoi
scapabl
eofpr
ovidi
ngt
heass
is
tanc
erequir
ed. cessarymobi li
tye qui pme nt ;
•re c
eivea ss i
s tancewi t hg roundha ndlingofr e cog nise da ss
is
tancedog s, POINTA)-Documentationrequi
redt obesentt
othecar
rier
’s
Thea i
rc a
r r
iert ha
trecei
vesthereques
tsha
llbookt herequi
redassi
sta
nc e whe nr eleva nt; Cus
tomerSer
viceorBaggageAssi
stanceof
fi
ce:
atlea
st36hour sbef
oretheschedul
edti
meof depar
turetrans
mitt
ingthein- •havea cce ss,ina cce ssibleforma ts,
toi nforma tionne e dedt otakefli
ghts. •Thef li
ghtbook i
ngn umbe ri
fthet i
c ketwa spur chasedv i
aint
ernetort heorig
inalre-
f
or mati
ont ot hema nag
ingbodiesofthedepartur
e, a
rri
valandtransi
ta i
- ceiptint hec as
eofapa pe rti
ck e
t;
rports
.Itshal
lg uara
nte
ea tnocha r
ge: •Theor i
gi
na lPIRre portma deint hea irport;
•Theor i
gi
na lbaggager ec
e i
ptandpr oofofha vi
ngpa i
df oranyexce s
sba gga
ge;
•Inthec a
seofl ostba ggagealistoft hec ontents;
•c
arr
iag
eofre
cog
nis
eda
ssi
st
anc
edog
sint
hec
abi
n,s
ubj
ectt
ona
ti
ona
lre
-
•Inthec a
seofba g
g agethatislocate dandr e t
urne d,al i
stofanymi ss
ingitems;
g
ula
ti
ons; •Originalre cei
ptsindicat
inggoodspur chase d(relati
vet othepe r
iodof t
hedelay)re-
Compla
int
smustbeaddr
ess
edtotheai
rportmana
gingbodyr
ega
rdi
ng placingpe rsonaleffect
sc onta
inedi nt heba ggage;
•i
na ddi
tiontome dicalequipme nt
,tr
ansportofupt ot wopie
cesofmobili
- l
ackoforpoorassi
st
anc
eontheg r
ound;totheai
rc a
rri
err
ega
rdi
ng •Conf ir
ma tionofc ompl etebanka c countc oodinate s
: nameofa c
c ountholder,I
BAN
tyequipmentpe rdisa
ble dpe r
sonorpe rs
onwi t
hr e duc
edmobili
ty
, i
ncl
u- book
ing
sorforl
ackofas
si
st
anc
eintheair
. andS WI FTc ode-f orforei
gnba nka ccount s
.Ift hea ccountdetail
sdonotma t
ch
thos eoft hepe rs
onma k i
ngthec laim,thec la
ima nts houldals
oindicatetheaddr e
ss,
dingel
e ct
ri
cwhe e
lchai
r s(subjec
ttoadvancewa rningof48hoursa ndto Iti
spos
si
blet
os e
ndcompl
a i
ntsusi
ngt
heon-
li
nef
orma
vai
l
abl
eont
he tel
e phonen umbe r,fa
xa ndema il(ifavail
able)oft hea ccountholder.
possi
bleli
mitat
ionsofs pa c
eonboa rdthea i
rcra
ft),andsubj
ectt
ot heap- ENACwe bsi
tewww.
enac
.gov.
it.
pli
cati
onofr e
levantlegisl
ationconcer
ningdangerousg oods POINT B)–Documentat
ionrequi
redt obesenttot
hecar
rier
’s
Al
ter
nat
iv
ely
,compl
ai
ntsc
anbes
entb
ypos
ttot
hef
oll
owi
nga
ddr
ess
: Cus
tomerServi
ceorBaggageAssi
stanceof
fi
ce:
•Thef
li
ghtbook i
ngnumberiftheti
cketwaspur
chas
edvi
aint
erne
tort
heor
igi
nal
re-
•c
ommunica
ti
onofe
sse
nti
ali
nf
orma
ti
onc
onc
erni
ngaf
l
ighti
nac
ces
si
bl
e Cart
ade iDiri
tt
iEna c-vi
al
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roPretori
o118, 00185RomeI taly
,or cei
pti
nt hec a
seofapaperticket
; Thirdediti
on
f
orma
ts; vi
aFaxto+390644596493orv i
ae-mail
:pax.di
sabil
i@ena c
.gov.i
t,orto •Theori
gi
nal PI
Rr e
portma deintheair
port
;
•Theori
gi
nal bag
gagere
ceipt; Secondrepr i
nti
ng
t
here l
at
iveBodiesofMe mbe rSt
ate
s,Nor way ,
Icel
anda ndS witzerl
and,
•Thel
is
tofc ontent
softheba gg
agethatha
vebeendama
ged.
•themak
ingofal
lre
asonabl
eeff
ort
stoarra
ngeseati
ngt
ome e
ttheneeds f
orfl
ight
sor i
gi
natinginorarri
vi
nginthoseS tatesfr
om t hi
rdc ountri
es. Engl
ishtranslat
ion
ofPRM’
sonr e
questandsubj
ectt
osaf
etyrequi
rement
sandava
il
abi
l
it
y; Deta
il
sc anbefoundont heENACwe bsit
ewww. e
nac.g
ov .
i
t,inthes ec-
t
ion“Passeg
gericondisa
bil
it
àoamobi li
tàridotta”. Inthecaseofl
ost,
dama ge
dorde l
ayedba g
gage,t
hePass
enge rhasar ig
ht
•a
ssi
st
anc
einmov
ingt
otoi
l
etf
aci
l
it
iesi
fre
qui
red; tocompe ns
ati
onofupt o1000SDRs( “
S pec
ialDrawi
ngRig
ht s–a pproxi
-
ENAC i stheBodyresponsi
bleforthea ppl
ic
ati
onofRe g
ula
ti
on( EC) ma t
ely€900)foraircarri
ersfr
om Me mbe rStat
esandfrom c ountri
es
1107/
2006r el
at
iv
et other i
ght
sofdisabledpass
enger
sa ndpass
eng e
rs adheri
ngtotheMontrealConventi
on,andupt o17SDRs( approx.€16)
•whenas
sis
tedbya
naccompany
ingpe
rson,
theairca
rri
erwil
lma
kea
llr
e- perkgfrom ai
rcarri
ersadheri
ngtotheWa r
saw Conve
nti
on, unlessthe
withreducedmobil
i
tyandha sthepowe rtosanct
ionthoseai
rcarri
ers,
as
onabl
eeff
ort
stogi
vesuchpers
onaseatnexttothePRM. passe
ngerhastak
enouta ddi
ti
onalbaggageass
urance
.
theai
rportmanagi
ngbodiesortouroperator
sfai
li
ngtocomplywiththe
regul
at
ion. Thereisnona ti
onalBodywi t
hs pec
if
icres
ponsi
bil
i
tyorwiththepowe r
Theres
ultsofan
yinves
ti
gat
ionscar
rie
doutbyENACwil
lbecommuni
- totakeacti
oninthec a
seoflost
,damagedordela
yedbagga
ge.Compl ai
nts
madev iatheonlineform ont heENAC we bs i
tewww. enac
.gov.
itdo
cat
edtothepass
engerwhowi l
lbeabl
etous
ethemt
osuppor
tanyl
ega
l
howevera l
low t
heAut hor
itytohighli
ghtcr
it
ica
lissue
sandPa sse
ngers’
act
iont
heyma ytak
e. needsinordertoc onst
ant
lymoni t
orandimprovetheser
viceoff
eredby
ai
rtransportoperator
s.
PASSENGERRI
GHTSI
NTHEEVENTOFDENI
ED BOARDI
NGAND OFCANCELLATI
ON ORLONG DELAYOFFLI
GHTS-REGULATI
ON (
EC)No.
261/
2004
Regul
ati
on(EC)No261/ 2004s hal
lappl
yt oal
lfli
ghts(sche
duleda ndnon-sche
duled)depart
ingfrom:
•anair
portloca
tedinthete r
rit
oryofaMe mberS tat
e,orNor way ,
Icel
andorSwitzerl
and;
•anair
portloca
tedinathirdcountry,t
oa nair
por tsi
tuatedinthet er
rit
oryofaMe mbe rState(i
ncl
udi
ngNor way,I
cel
andandSwit
zerl
and)
,
i
ftheoperat
ingcar
rie
roft hefli
ghtconcernedisaCommuni tycarri
er(orfrom Norwa y
,Ic
elandorS wi
tzerl
and)unl
esspas
seng
ersrec
eived
be
ne f
i
tsasprovi
dedforb ylocalre
gulat
ions(e.
g.compe nsat
ion,
r e
- r
outi
nganda s
si
s t
ance)i
nt hatthi
rdcountry
.
(
a)Compens
ati
onispa
yabl
etothepa
sse
ngerre
lat
iv
et othe
EVENT SI
TUATI
ON PASSENGERS’RI
GHTSTO BE fl
i
ght(
int
ra-
communit
yorInte
rna
ti
onal
)anddis
tancein
GUARANTEED BYTHEAIRCARRIER HOW TO CLAI
M
km(se
etabl
e).
I
NTRA-
COMMUNI
TYF
LIGHTS 1500km orles
s €250
Thepa
sse
ngervol
unte
erstosur
rende
r 1.
benef
it
stobeagr
eedwiththeai
rca
rri
er I
NTRA-
COMMUNI
TYF
LIGHTS mor et
han1500km €400 Complai
ntsmustbeaddres
sedint
hefi
rstinst
anc
et othe
thei
rres
ervat
ion 2.
re-
routi
ngorr
ei
mb u
rse
me n
tfort
heunu
sedt
ic
ket I
NTERNATI
ONALF
LIGHTS 1500km orles
s €250 ai
rc a
rri
erwit
hwhom t hePass
enge
rbook edthei
rfli
ght
.
I
NTERNATI
ONALF
LIGHTS between1500and3500k
m €400 Shoul
dthepass
engernotrecei
veasat
isf
actor
yresponse
Deni
edboarding I
NTERNATI
ONALF
LIGHTS i
ne xce
ssof3500km €600 withi
nsi
xwe e
ks,complai
ntsc
anbema deto:
(
ove
rbo
oki
ng) 1.
fi
nanci
alcompens
aton(
i a)
Th
epas
sen
gerch
oos
es 2.
re-
routi
ngonana l
ter
nat
iv
efl
i
ght
tober
e-r
out
ed 3.
ass
ist
ance(c)
Theai
rcarr
iercanreducethetota
lcompensat
ionb
y50% •TheENAC of f
i
cesofthenat
ionala
irpor
twhe rethe
Thepass
eng
eris i
fre-
rout
ingi
n v
olve
sade l
ayi
na r
riv
alofnotmorethan2,
deni
edboar
ding i
nfr
ing
ementtookpl
ace,
orwherethef
li
ghtl
andedforan
3or4hour s(base
dont herespect
iv
edista
ncesi
nk m)
agai
nstt
hei
rwil
l 1.
fi
nanci
alcompensa
ton(
i a) compar
edt othes c
he dul
edarriv
alti
meoft heor i
gi
nal ev
enttaki
ngplac
eoutsi
detheMe mberSta
tes,Norway
,
Th
ep a
sse
nge
rch
ooses 2.
rei
mbursementfortheunuse
dti
cke
t I
cel
andandSwitz
erl
and;
r
ei
mburs
ement f
li
ght
.
3.
ass
ist
ance(c)
(
b)Thepa ssengerdoesnotha vether i
ghttoc ompe nsa t
ionif •Ther eleva
ntBodi e
sofMe mberSta
tes
,Nor way,I
cela
nd
theya r
ei nformedoft hec ancel
lati
on: and S wit
zerl
and forf l
i
ghtsor i
gi
nat
ingand a r
riv
ingin
Th
ep a
sse
ngerc
hoose
s 1.
re-
routi
ngonana
lt
erna
ti
vef
l
ight -a tl e astt wo we e ks be f
oret he scheduledt i
me thoseS ta
tesfromthirdcountr
ies-t
hecontactdetai
lsar
e
tobere-
rou
ted 2.
ass
is
tance(c) avai
l
a bleont heENAC we bsit
ewww. enac.g
ov.i
t,i
nthe
Cause
db y depar ture;
ext
raor
dinar
y - betwe e nt wo we e ksa nd s even days be f
or et he sect
ion“ IDiri
ttideiPas
segger
i(Pas
seng
e r
s’Rig
hts)
”.
c
irc
umstanc
es(d) schedul edti
meof de part
ur eanda reoff
eredre -
r outi
ng,
Th
epass
eng
erchoos
es 1.
rei
mbursementf
ort
heun
use
dti
cke
t all
owi ngt hemt o de partno mor et hant wo hour s
re
imbur
seme
n t 2.
ass
is
ta e(
nc c)
beforet hes c
heduledt imeofde partureandt or eac
h COMPLAI
NTSTO ENAC
Cancel
lat
ion theirf i
naldesti
nati
onl e ssthanf ourhour sa f
t erthe
1.
fi
nanci
alcompens
aton(
i a)(b) schedul edti
meofa r ri
val
; I
tispos s
ibl
et osendcomplai
ntsb ypostfaxande mai
l,or
Th
ep a
sse
ngerc
hoose
s 2.
re-
routi
ngonana l
ter
nat
iv
efl
ig
ht -l esst hans evenda ysbe f
oret hes cheduledt imeof
tobere-
rou
ted byusi
ngt heon- l
i
nefor mspeci
all
yde s
ignedtoc ol
lectal
l
3.
ass
ist
ance(c) depar tureandareof fer
edr e-routi
ng,al
lowingt he mto rel
evantinf
orma ti
ona ndf
aci
lit
atethec ompl
a i
ntsproce-
Notc a
usedby
ext
r a
ordi
nar
y depar tnomor etha nonehourbe forethes che dul
ed dure.
The f ormi sa vai
la
ble on the ENAC we bs i
te
ci
rcumsta
nces 1.
fi
nanci
alcompensa
ton(
i a)(b) ti
meofde part
urea ndt or eacht heirf
inaldestinati
on www.e nac.
gov.i
tinthes ect
ion“IDi r
ittide
iPa sseg
g er
i
Th
epass
eng
erchoos
es 2.
rei
mbursementfortheunus
edti
cke
t l
e sstha ntwohour sa f
terthes cheduledti
meofa rri
val
.
re
imbur
seme
n t (Pa
ssengers’Rig
hts)”
.
3.
ass
ist
ance(c)
(
c)ThePasse
ngerha stheri
ghttor ecei
ve,f
reeofcharg
ethe ENACi stheBodyr esponsi
bleforthea ppl
icat
ionofRe-
fol
l
owinga s
si
stance:
gula
ti
on(EC)261/ 2004re l
ati
vet other i
ghtsofpasse
n-
F
li
ghtdel
aye
dfor2,3or4hour
s 1.
ass
is
ta e(
nc c)
- me a
lsandre f
reshmentsinreasonablerel
at
iontothe
dependi
ngonfl
i
ghtdi
st
ancei
nkm wait
ingti
me ;hotelacc
ommoda ti
oni ncase
swhe rea gersint
hee ventofde ni
edboa rdi
nga ndofc anc
ell
ati
on
st
ayofoneormor enightsbecome snece
ssary
; orlongde l
ayofflig
hts,andha sthepowe rtosancti
on
-t ra
nsport be tween t he airporta nd place of thoseai
rcarri
ersf
a i
li
ngtoc omplywi t
ht heregul
ati
on.
1.
ass
ist
ance(c) acc
ommoda tion;two t el
ephone c a
ll
s,tel
ex or f
ax
LongDel
ay F
li
ghtde
lay
edf
ora
tle
ast5hour
s 2.
rei
mbursementfortheunus
edt
ic
ket Theres
ult
sofanyinv
est
iga
ti
onsc a
rri
edoutb
yENAC
3.
fi
nanci
alcompensa
ton(
i a)(
d) messages
,ore -
ma i
ls
.
wil
lbecommuni
cat
edtothepass
engerwhowi
llbeabl
e
d)ThePa
( ss
engerdoesnotha v
et heri
ghttoc ompe nsa
tion touset
hemtosuppor
tanyleg
alact
ionthe
yma
yt a
ke.
1.
ass
ist
ance(c) wheretheai
rc a
rriercanprovethatac a
nc e
ll
ati
on/long
De
layona
rri
val
ofa
tle
ast3hour
s 2.
fi
nanci
alcompens
aton(
i a)(
d) del
ayhasbeenc ausedbye xtra
ordina
ryc i
rcums t
ances
(e.
g.meteor
ologi
calcondit
ionsincompati
ble witht he
opera
ti
onofthefl
ight,
secur
ityri
sksorstr
ikes).
Theoperat
ingai
rcarri
ershal
linform pass
enger
softhei
rri
ghts
i
nthecas
eofdeniedboardi
ng,cancel
lati
onorlongdel
ayoff
li
ghts ENAC11/
10/
II
I