Passenger Rights

Denied Boarding:

Where a flight is overbooked and an airline reasonably expects to deny boarding it shall first call for volunteers in exchange for benefits to be agreed. If there is an insufficient number of volunteers, the airline may deny boarding to passengers against their will but must compensate them and offer the following assistance:

• Passengers shall be offered the choice between reimbursement of the cost of their ticket if they decide not to travel; and rerouting to their final destination at the earliest opportunity. Passengers may choose to travel at a later date at their convenience, subject to the availability of seats. (Rule applies also for the travel package holders)
• In case the destination is served by more than one airport, and the passenger is offered alternative airport, air carrier is obliged to cover all charges of the passenger transportation to the initial airport.
• Meals and refreshments shall be offered free of charge and in reasonable relation to the waiting time.
• Hotel accommodation shall be provided where a stay of one or more nights becomes necessary, as well as transport between the hotel and the place of accommodation.
• Two free telephone calls, telex or fax messages, or emails shall be offered

Compensation Amounts related to Denied Boarding:

• For flights with a distance of 1500km or less: €250
• For flights with a distance between 1500km & 3500km: €400
• For flights with a distance of more than 3500km: €600

The amount of compensation payable may be reduced by 50% if the rerouting offered allows the passenger to arrive at his/her final destination close to the original planned arrival time.

Cancellation:

Cancellation with prior notice

Under the terms of the Regulation your entitlement and compensation varies depending on when you were informed of the cancellation.
The airline must provide at least two weeks notice to avoid paying compensation and they must then offer either:

• An alternative flight at the earliest opportunity or at a later date of your choice subject to the availability of seats;
• A full refund of the ticket.

If you have been given between two weeks and seven days notice the airline must offer a choice between:

• An alternative flight departing no more than two hours before your original departure time and allowing arrival at your final destination within four hours of the original scheduled time of arrival;
• A full refund of the ticket.

Less than seven days notice requires the airline to offer the choice between:

• An alternative flight departing no more than one hour before your original departure time and allowing arrival within two hours of the original scheduled time of arrival;
• A full refund of the ticket.

Airlines are entitled to offer a passenger comparable transport to the final destination if no alternative flight with the carrier is available.

In the event of a cancellation without prior notification the Regulation provides the following: 

• Passengers shall be offered the choice between reimbursement of the cost of their ticket if they decide not to travel; and rerouting to their final destination at the earliest opportunity. Passengers may choose to travel at a later date at their convenience, subject to the availability of seats. (Rule applies also for the travel package holders)
• In case the destination is served by more than one airport, and the passenger is offered alternative airport, air carrier is obliged to cover all charges of the passenger transportation to the initial airport.
• Meals and refreshments shall be offered free of charge and in reasonable relation to the waiting time.
• Hotel accommodation shall be provided where a stay of one or more nights becomes necessary, as well as transport between the hotel and the place of accommodation.
• Two free telephone calls, telex or fax messages, or emails shall be offered

Compensation Amounts related to Flight Cancellation:

• For flights with a distance of 1500km or less: €250
• For flights with a distance between 1500km & 3500km: €400
• For flights with a distance of more than 3500km: €600

The amount of compensation payable may be reduced by 50% if the rerouting offered allows the passenger to arrive at his/her final destination close to the original planned arrival time.

Compensation in the event of a cancellation depends on the distance of the flight and the reason for the cancellation.

If an airline can prove that the cancellation was caused by an extraordinary circumstance which could not have been avoided even if all reasonable measures were taken no compensation is payable.

“If you are denied boarding or if your flight is cancelled or delayed for at least two hours, ask a the check-in counter or boarding gate for the text stating your rights, particularly with regard to compensation and assistance”

It is very important to note that compensation is distinct from and separate to the notion of reimbursement of expenses and/ or the refund of the cost of an unused flight ticket.

Delay

Whether a delay comes within the terms of the Regulation depends upon the distance of the route involved and the delay itself must be at least 2 hours. The Regulation shall apply to:

1. Delays of two hours or more in the case of flights of 1500km or less;
2. Delays of three hours or more in the case of flights between 1500 and 3500km;
3. Delays of four hours or more in the case of flights of more than 3500km;

The operating air carrier must provide care and assistance in the event of such delays. This must consist of the following:

• Meals and refreshments shall be offered free of charge and in reasonable relation to the waiting time.
• Communications: passengers shall be offered free of charge two telephone calls, telex or fax messages, or emails.

In case of overnight flight delay, the operating air carrier must provide care and assistance in the event of such delays. This must consist of the following:

• Meals and refreshments shall be offered free of charge and in reasonable relation to the waiting time.
• Communications: passengers shall be offered free of charge two telephone calls, telex or fax messages, or emails.
• Hotel accommodation shall be provided where a stay of one or more nights becomes necessary, as well as transport between the hotel and the place of accommodation.
• Transportation from the hotel to the final destination.

Downgrading

If an airline places a passenger in a class higher (i.e. upgrading) than that for which the ticket was purchased, it may not request any supplementary payment.

When an airline places a passenger in a class lower than that for which the ticket was bought they must refund a percentage of the ticket within 7 days from the flight date stated in the ticket. The refund amount varies depending on the flight distance.

If the flight distance is:

• 1500km or less: 30% of the ticket must be refunded;
• 1500km – 3500km: 50% of the ticket must be refunded;
• Greater than 3500km: 75% of the ticket must be refunded.

Information:

• The air carrier is obliged to display a sign at the check-in area referring to air passenger rights under the Regulation in Georgian and English languages.
• The air carrier is obliged to provide written notice setting out the rules for assistance in line with the Regulation, in case of flight cancellation/denied boarding/flight delay.

Passengers with disability or with reduced mobility:

The air carrier should give priority to the passengers with reduced mobility, their escorting persons and Unaccompanied Minors.