Passenger Rights - Regulation

[EC] No 261/2004 in Brief

The airline has to offer the passenger the following:

Delay

Depending on the flight distance after 2, 3 or 4 hours delay:

  • Meals and refreshments in proportion to the duration of the waiting time
  • 2 telephone calls, telex/fax messages or e-mails
  • Overnight hotel accommodation (if necessary)
  • Transportation to the location of the overnight accommodation

After 5 hours delay:

  • Abandonment of journey and (partial) reimbursement of the ticket (Package holiday customers are kindly asked to contact their booking agent)

Denied Boarding Against Will

  • Meals and refreshments in proportion to the duration of the waiting time
  • 2 telephone calls, telex/fax messages or e-mails
  • Overnight hotel accommodation (if necessary)
  • Transportation to the location of the overnight accommodation
  • Depending on the flight distance and the duration of the alternative transportation, between Euro 125 and Euro 600.

And a choice between:

  • Cancelling entire trip with a (partial) refund
  • Transportation to destination as soon as possible
  • Transportation to destination at a later point of time

Cancellation

  • Meals and refreshments in proportion to the duration of the waiting time
  • 2 telephone calls, telex/fax messages or e-mails
  • Overnight hotel accommodation (if necessary)
  • Transportation to the location of the overnight accommodation
  • Depending on the reason, the time of the communication of the cancellation, the flight distance and the duration of the alternative transportation, between Euro 0 and Euro 600

And choice between:

  • Cancelling entire trip and receiving a (partial) refund
  • Transportation to destination as soon as possible
  • Transportation to destination at a later point of time

Downgrading

If you are downgraded to a lower class than that for which the ticket was purchased, you are entitled to compensation. Depending on the flight distance, between 30 % and 75 % reimbursement of the ticket price.

Disclaimer:

No warranty for completeness and timeliness of this summary. For completeness and timeliness, please see FOCA’s information about air passenger rights.

FOCA

In the Case of a Suspected Violation of Passenger Rights, Please Contact:

Edelweiss Air AG

The Circle 32
Customer Relations
P.O. Box
8058 Zurich Airport

P +41848333593
(Mon – Sun, 24 hours)

Contact form

Federal Office of Civil Aviation FOCA

Economic Affairs
CH-3003 Bern

P +41584659596
(Mon – Fri: 14.00 – 16.00 h)

Conciliation Body for Cases from Germany

If your journey was a private trip, you have the right to contact the neutral conciliation body Reise & Verkehr e.V. for flights in the event of a dispute.

This is possible for concerns in connection with

  • denied boarding, delayed carriage or cancellation of flights;
  • the destruction, damage, loss or delayed carriage of baggage, or
  • breaches of duty in the carriage of passengers with disabilities and mobility restrictions
  • Breach of duty in the cancellation of contracts of carriage

if,

  • you have already contacted Edelweiss with your request and have not received a response within two months, or
  • you do not agree with the processing of your request or with the fulfilment of your claims by Edelweiss.
  • your claim is not already pending or has not already been pending before a court or has not been settled.
  • your journey is a private journey.

To Schlichtung Reise & Verkehr e.V.

To the complaint form of Schlichtung Reise & Verkehr e.V.