Rights of air passengers

Here is an overview of your rights when you are flying.

When buying a ticket

Your airline or travel agency must provide you with clear and comprehensible information about your travel conditions when you book your flight ticket. You should check this carefully.

Airlines and travel agents selling tickets must report full prices for all statutory charges, such as taxes, upon booking. They must account for any additional cost of optional accessories. For example, for baggage allowance or seat selection.

At the airport

Disabled air passengers and people with reduced mobility are entitled to special assistance at the airport, free of charge. This includes assistance with:

• getting around the airport

• boarding

• seating

• getting off the plane

• transfer between flights

You do not need to submit a certificate to prove your need for special assistance. You have the right to carry an assistive device (up to 2 pieces) at no cost to yourself, in addition to a permitted baggage allowance.

Air carriers are responsible for providing the necessary information concerning flight safety in an accessible format, such as Braille, audio or large typeface.

Disturbances during air travel

Air passengers have many rights within the European Economic Area (EEA). The information below only applies to flights that:

• are within the EEA

• come to the EEA and is carried out by an EEA airline

• leaves the EEA to a country outside the EEA

• flies from a country outside the EEA and is carried out by an EEA airline

Right to information

If your flight is delayed or cancelled, or you are denied boarding, airlines must provide you with information on your rights, including when you are entitled to services, refunds and compensation.

Services and support

If your flight was cancelled or you denied boarding and you are waiting for another flight, or if your flight is seriously delayed (at least 2 hours), the airline must provide you with services and support, such as a meal or refreshments.

If cancellation or delay means overnight stay, you have the right to hotel accommodation and transport between the airport and the accommodation.

Flight delays

If your flight arrives at its destination more than 3 hours late, and the delay is caused by the airline, you are entitled to compensation. The amount you are entitled to depends on the length of the flight.

Compensation is not paid if the delay is due to circumstances beyond the control of the airline. Examples of special circumstances include bad weather, natural disasters, delays due to air traffic control decisions, strikes or unforeseen safety problems.

Flight cancellation

If your flight is cancelled by the airline, you have the right to choose between:

• refund of ticket

• another flight to the destination

If your flight was cancelled within 14 days of the scheduled time of departure, you may also be entitled to compensation. This depends on how much notice you received of the cancellation and options available for a different flight.

Compensation may not be paid if cancellation is due to circumstances beyond the control of the airline, such as bad weather, natural disasters, delays due to air traffic control decisions, strikes or unforeseen safety problems.

Flight acceleration

If your flight is delayed by 1 hour or more, it is considered a flight cancellation. You have the same rights as when canceling a flight.

Denied boarding

If you are not allowed on the flight you have booked, for example because of overbooking by the airline, the airline must allow you to choose between:

• refund of ticket

• selecting a different flight to the destination

You are also entitled to compensation.

This is different from being denied boarding for reasonable reasons, such as disruptive behaviour or inadequate travel documents.

Lost, damaged or delayed baggage delivery

Airlines are responsible for lost or damaged baggage, based on the value of your baggage.

If your baggage is delayed while you are away, most airlines will refund you the necessary items you need, but check with your airline.

Complaints board for goods and services handles cases concerning lost, damaged or delayed delivery of baggage.

Damage to or loss of mobility aids

If your wheelchair or other mobility aid is lost or damaged during travel, the airline must grant you compensation. You might also get temporary equipment, or other arrangements made for your on-going journey.

Resolving issues and how to complain

If you feel that your airline has not met its obligations, you should submit a complaint to them directly via their website, phone or app. The airline has 8 weeks to respond to your request.

If you disagree with the conclusion, you can refer the complaint to the Icelandic Transport Authority.