Notice of Passenger Rights

EU 261/2004 — delays, cancellations, denied boarding

When it applies. Generally applies if you depart from an EU Member State (or arrive into the EU on an EU carrier), you checked in on time, and you weren’t refused for safety, security or document reasons.

Your choices if your flight is cancelled or you are denied boarding

• Refund of the unused ticket (and the used portion if the trip no longer serves its purpose), with return to your first point of departure when relevant; or
• Re-routing at the earliest opportunity to your destination (including surface transport to a nearby airport if needed); or
• Re-routing at a later date of your choice, subject to seat availability.

Choosing refund or later travel ends any right to hotels/meals from that point onward; refunds are due within seven days once we receive your choice.

Care while you wait

• Meals and refreshments proportionate to the delay,
• Two communications,
• Hotel accommodation and transfers when an overnight stay becomes necessary.

Thresholds vary by distance and delay length (typically 2–4 hours for care; 5+ hours allows you to opt for a refund).

Compensation (when due)

• €250 for flights ≤ 1,500 km
• €400 for intra-EU flights > 1,500 km and for all other flights 1,500–3,500 km
• €600 for all other flights

Amounts are reduced by 50% if we offer re-routing that gets you to your destination close to the original time. Compensation does not apply in certain cases, e.g., timely notice of cancellation or extraordinary circumstances.

Downgrading and claims

If you are seated in a lower cabin on re-routing, a percentage of the fare is refunded (50% for some mid-haul, 75% for long-haul). You can contact Elite Air Customer Relations or the National Enforcement Body; please allow us 28 days to respond before using third parties.

EU 1107/2006 — disabled passengers & passengers with reduced mobility

Equal access and free assistance

At EU airports, assistance for disabled passengers and passengers with reduced mobility is free of charge when requested at least 48 hours before departure (help at arrival/departure points, check-in and baggage, and access to/from the aircraft with equipment such as wheelchairs or lifts).

On-board support

• Carriage of up to two mobility aids (including electric wheelchairs) free of charge, with prior notice,
• Carriage of a recognized assistance dog,
• Essential flight information in accessible formats, and assistance to reach lavatories when feasible.

Bookings may be refused or conditions applied only for safety reasons.

Official notices (PDF)

If there is any difference between this summary and the PDFs above, the PDFs are controlling.

Need to make a claim?

Start with our Customer Relations team and include your booking reference, travel dates and receipts for any expenses covered under the rules. If we can’t resolve matters, you can escalate to the relevant National Enforcement Body listed in the documents above.

Contact Customer Relations