FAQ

Due to the exclusive authorization from the Passenger, the compensation fee receives Passenger.am and after charging the commission fee (30%), passes it to the Passenger. If the compensation is denied, the Passenger does not make any payment to the Passenger.am Company.

If the air carrier is responsible for the flight delay, then according to the EU 261/2004 Regulation, international treaties and the legislation of the Republic of Armenia, the latter is obliged to properly take care of the Passengers starting from the cases of 2 hours delay, compensate them depending on the delay period.

If you are going to claim compensation from the airline, you need facts on the flight delay. For this you need to

• Save all the necessary documents on the flight, the boarding pass and other documents where indicated your reservation confirmation number. These documents can have probative force.
• Comments and photos: Your complaint must include comments such as the real arrival time of the airplane, also photos that will show  the screens of the airport where the delay will be fixed.
• Refuse to sign or accept any offer that will reduce your rights.  It may be a “trap” from the side of the air carrier to deny compensation in the future.

The Passenger should  submit to the airline an online claim through the Passenger.am website with the following documents and  information;

1. The copy of the ticket  with boarding information
2. The copy of  2-5 pages of a valid passport in PDF format
3. The boarding passes and other receipts
4. Sign to attest formally that all the provided information is  true and to the best of your knowledge and that the Passenger is aware of the responsibilities defined by laws for providing false or obviously false information.

In case of delays up to 2 hours, the airline does not carry any responsibility. However, it is responsible to take care of the passengers, provide with free of charge two telephone calls, telex or fax messages, or e-mails.

If necessary, some airlines may provide luggage maintenance free of charge.

According to the EU 261/2004 Regulation, international treaties and the legislation of the Republic of Armenia,  no compensation is provided for the delayed flight if

• The flight was carried by a non-EU air carrier
• The flight started from a non-EU airport by a non-EU registered airplane, for instance  from Yerevan to Dubai
• If the flight delay was caused by “extraordinary circumstances”
• If the passenger is informed about the flight delay 14 days beforehand and if  an alternative flight is suggested. However, if an EU registered airline departs from a non EU airport, the regulations are still applicable for the airline  registered in EU, for instance in case of a flight from Yerevan to Bucharest.

If the air carrier is responsible for the flight delay, then according to the EU 261/2004 Regulation, international treaties and the legislation of the Republic of Armenia, the latter is obliged to properly take care of the Passengers starting from the cases of 2 hours delay, compensate them depending on the delay period.

If you are going to claim compensation from the airline, you need facts on the flight delay. For this you need to

• Save all the necessary documents on the flight, the boarding pass and other documents where indicated your reservation confirmation number. These documents can have probative force.
• Comments and photos: Your complaint must include comments such as the real arrival time of the airplane, also photos that will show  the screens of the airport where the delay will be fixed.
• Refuse to sign or accept any offer that will reduce your rights.  It may be a “trap” from the side of the air carrier to deny compensation in the future.

In case of flight cancellation Passengers are compensated according to the EU 261/2004 Regulation, international treaties and the legislation of the Republic of Armenia. In case of flight cancellation passengers fill in the online claim exactly the same way as in the case of flight delay, attaching all the necessary documents and sign to attest formally that all the provided information is true.

If the Passenger wants to be compensated for the caused damages, he must present the following:

• An online claim indicating the damages caused by the flight cancellation
• The copies of the receipts (or similar documents)

In case of informing the Passenger two weeks or more before the flight no financial compensation is provided by the airline.

The Passenger is eligible to

• Accept the alternative flight suggested by the airline, or reject it.
• Receive a full compensation of the ticket value

According to the EU 261/2004 Regulation, international treaties and the legislation of the Republic of Armenia, here are the cases when the airline compensates passengers in case of a flight cancellation:

1. If the airline is responsible for the flight cancellation.
2. If the airline informed the Passenger about the cancelled flight less than 14 days before the flight.
3. If there are all the documents referring the cancelled flight and appropriate information.

According to the regulation in case of flight cancellation no compensation is provided by the airline, in the following cases:

1. If the airline is not responsible for the flight cancellation.
2. If the flight was cancelled due to ''extraordinary circumstances'' : by the way, by indicating ''extraordinary circumstances'' airlines often ty to escape responsibility.
3. If the airline informed the Passenger about the flight cancellation 14 days before the cancelled flight and has fully provided the pay-back of the ticket value.

In case you were denied boarding at the airport, they are obliged to

• Provide explanation for boarding denial
• Suggest you to make a flight by the airplane of the same or another airline

Waiting for the alternative airplane depending on the chosen direction can last from several hours to several days. In this case the airline is obliged to take a proper care of you: in case of 2 hours waiting the airline is obliged to provide the passengers with refreshments, in case of 4 hours – meals, in case of 8 hours waiting – a hotel accommodation and transport between the airport and the hotel. Meanwhile, the airline (some airlines) is obliged to provide luggage maintenance.

In case of boarding denial to get a compensation from the airline you need to submit an online claim through Passenger.am website  - the same claim as in the case of flight delay or cancellation, providing information about the situation.

In case of boarding denial the compensation size is determined according to the EU 261/2004 Regulation, international treaties and the legislation of the Republic of Armenia.

The compensation size depends on the contract of carriage signed with the airline, a number of national and international legal instruments.

The airline or other responsible person compensates the Passenger according to the flight distance.

• 250 euro for flight distances till 1500 km
• 400euro for flight distances between 1500 km-3500 km
• 600 euro for flight distances from 3500 km

In case of boarding denial there is a chance to get compensation to the directions regulated by the European Union legislation. Therefore, you are eligible to get boarding denial compensation, if

1. The air carrier is registered in the European Union or the incident took place during the departure from the airport located in the territory of the European Union.
2. The airline is responsible for the boarding denial.

Compensation is not provided in case of boarding denial in the following cases

1. If the boarding denial was due to ''extraordinary circumstances''
2. If the airline informed the Passenger about the boarding denial and introduced the reasons of the denial and compensated the initial price of the ticket.
3. If the Passenger's documents are incomplete or invalid.

If your luggage is lost, contact your airline and complete the lost baggage report. You should also submit a claim through the Passenger.am website for compensation.