Air Passenger Rights
The Air Passenger Rights Regulation applies to all air travel - whether individual or package tours.
It applies to all travelers departing from an airport within the European Union (EU), Switzerland, Norway and Iceland.
In addition, it also applies to travelers departing from a third country and whose destination airport is in the EU, Switzerland, Norway or Iceland if the flight is operated by an airline that has its principal place of business in the EU, Switzerland, Norway or Iceland. The term «EU Member State» within the meaning of Article 3 of the Air Passenger Rights Regulation includes Switzerland (based on the bilateral air transport agreement) as well as Norway and Iceland (EEA states).
The Federal Office of Civil Aviation (FOCA) monitors compliance with European Regulation (EC) 261/2004.
More information about the flight irregularities:
Denied Boarding
If you have been denied boarding (e.g. overbooked flight), you are entitled to receive assistance and compensation.
Cancellation
If a flight is cancelled, passengers are entitled to receive assistance and, depending on the circumstances, compensation.
Delay
If a departure is delayed by 2, 3 or 4 hours (depending on the flight distance), the airline is required to provide assistance to the passengers.
If you suspect that an airline may have violated your rights as a passenger, you can lodge a complaint with FOCA. We will then ask the airline who operated the flight to respond to the complaint and to send us the necessary documentation so that we can examine the case in detail. In case of an infringement, FOCA could sanction the airline. Although FOCA is unable to enforce compensation payments, our administrative penal proceedings could motivate airlines to make payments to the passengers. If this should not be the case, however, you still have the option of lodging a civil claim with the relevant court.
If you report your case to FOCA, you can be certain that an independent administrative authority will examine it.
How do I refer my case to the FOCA?
Refer a case to FOCA
If your passenger rights have been violated, you can report this to the FOCA: All you have to do is complete the corresponding online form, sign it and send it to the address indicated below. Please also enclose a copy of your flight booking and official identification document (e.g. passport or identification card). If you have not yet contacted the airline directly, please do so without delay, because we will also need a copy of your correspondence with it.