Assistance and compensation

In case of cancellations, delays, downgrading, and denied boarding, these are your rights to assistance and compensation.

When you’re eligible

The rights referred to in this text apply in the following circumstances:

  • You have a confirmed reservation on the flight;
  • You are fully checked in at the time indicated or, if no time is indicated, not later than 45 minutes before the time of departure;
  • You are travelling on a fare available directly or indirectly to the public, or on a ticket issued under a frequent flyer programme;
  • You are travelling on a flight departing from an airport in the EU, or on a flight operated by a Community air carrier departing from an airport in a third country to an airport in the EU, unless local legal regulation applies in that third country.

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1. Cancellation

1.1 Cancellation assistance

If your flight is cancelled, you may choose between:

  • rerouting to your final destination under comparable transport conditions as soon as possible as indicated by the carrier, or at a later date at your convenience, subject to the availability of seats; and
  • reimbursement for the part or parts of your journey that were not made, and for the part or parts already made if the flight no longer serves any useful purpose, taking into consideration the original flight plan, and also a return flight to the first point of departure as noted on the ticket (if applicable.)

In addition, you will receive free of charge:

  • meals and refreshments in reasonable relation to the waiting time;
  • hotel accommodation in cases where an overnight stay or a stay in addition to that which you originally intended becomes necessary (transport included;)
  • 1 prepaid phone card or the cost of 2 telephone calls (limited to 5 minutes each,) or 2 fax messages or 2 e-mails.

1.2 Cancellation compensation

如果在計畫出發日期前 2 週內通知您航班取消,而新航班的出發和抵達時間接近原定出發和抵達時間,則您無權獲得補償:

  • 如果您在出發前 2 週至 7 天內收到通知,則為預定起飛時間前至多 2 小時和預定抵達時間後至多 4 小時;
  • 如果您在出發前 7 天內收到通知,則為預定起飛時間前至多 1 小時和預定抵達時間後至多 2 小時。

此取消補償無法在機場支付,因此您需要聯繫客戶服務部(參閱第 5 節)。 您可以選擇不可退費的運輸退款證明單和和現金補償。

不可退費的運輸退款證明單金額如下:

A1500 公里或以下的航班350 歐元*
B歐盟境內超過 1500 公里的航班,以及所有其他介於 1500 至 3500 公里的航班500 歐元*
C不屬於 A 或 B 類的航班800 歐元*

現金補償金額如下:

A1500 公里或以下的航班250 歐元*
B歐盟境內超過 1500 公里的航班,以及所有其他介於 1500 至 3500 公里的航班400 歐元*
C不屬於 A 或 B 類的航班600 歐元*

* 若替代航班的抵達時間不超過原先預訂航班預定抵達時間兩小時(屬於 A 類航班)、三小時(屬於 B 類航班)或四小時 (屬於 C 類航班),則此補償將減少 50%。

如果取消是由航空公司無法預料的特殊情況造成,並且航空公司已採取一切合理措施避免取消,則營運航班的航空公司無需支付補償金。

該補償計畫是依據歐盟法規 261/2004。 如果您是從歐盟以外的機場出發(但前往歐盟國家/地區的目的地),則可能適用當地法規和其他補償計畫。 如需更多資訊,請聯繫客戶服務部(第 5 節)。

2. Delay

2.1 Delay assistance

The assistance as described in this section is provided in the event that a flight is delayed beyond its scheduled time of departure for 2 hours or more.

You will be offered free of charge:

  • meals and/or refreshments in reasonable relation to the waiting time;
  • hotel accommodation in cases where an overnight stay or a stay in addition to that which you originally intended becomes necessary (transport included;)
  • 1 prepaid phone card or the cost of 2 telephone calls (limited to 5 minutes each,) or 2 fax messages or 2 e-mails.

If you do not wish to continue with your initial travel plans when there is a delay of at least 5 hours, you may opt for reimbursement for the part or parts of the journey not made and for the part or parts already made if the flight no longer serves any useful purpose, taking into consideration the original flight plan. You may also opt for a return flight to the first point of departure as noted on the ticket (if applicable.)

2.2 Delay compensation

除非延誤是由航空公司無法預料的特殊情況造成的,且航空公司已採取避免延誤的所有合理措施,否則如果航班比預定抵達時間晚 3 小時(含)以上,則您有權獲得補償。

該補償金無法在機場支付,因此您需要聯繫客戶服務部(參閱第 5 節)。 您可以選擇不可退費的運輸退款證明單和和現金補償。

不可退費的運輸退款證明單金額如下:

A1500 公里或以下的航班350 歐元*
B歐盟境內超過 1500 公里的航班,以及所有其他介於 1500 至 3500 公里的航班500 歐元*
C不屬於 A 或 B 類的航班800 歐元*

以及現金補償金額如下:

A1500 公里或以下的航班250 歐元*
B歐盟境內超過 1500 公里的航班,以及所有其他介於 1500 至 3500 公里的航班400 歐元*
C不屬於 A 或 B 類的航班600 歐元*

*針對超過 3500 公里的航班,如果延誤航班的到達時間比預定抵達時間晚 3 至 4 小時,則此補償可能會減少 50%。

該補償計畫是依據歐盟法規 261/2004。 如果您是從歐盟以外的機場出發(但前往歐盟國家/地區的目的地),則可能適用當地法規和其他補償計畫。 如需更多資訊,請聯繫客戶服務部(第 5 節)。

3. Denied boarding

In the event of an overbooked flight, the airline will call for volunteers who are prepared to surrender their confirmed reservation in exchange for an agreed compensation in Transportation Credit Vouchers. We will also offer the appropriate assistance as described in section 3.1 below.

If not enough volunteers can be found and you are denied boarding against your will, you are entitled to denied boarding assistance and compensation providing you have met the latest check-in time requirements. You are not entitled to this if there are reasonable grounds to deny boarding, such as reasons of health, safety, security or inadequate travel documentation.

3.1 Denied boarding assistance

You may choose between:

  • rerouting to your final destination under comparable transport conditions as soon as possible as indicated by the airline, or at a later date at your convenience, subject to the availability of seats; and
  • reimbursement for the part or parts of your journey that were not made, and for the part or parts already made if the flight no longer serves any useful purpose, taking into consideration the original flight plan, and also a return flight to the first point of departure as noted on the ticket (if applicable.)

In addition, you will receive free of charge:

  • meals and refreshments in reasonable relation to the waiting time;
  • hotel accommodation in cases where an overnight stay or a stay in addition to that which you originally intended becomes necessary (transport included;)
  • 1 prepaid phone card or the cost of 2 telephone calls (limited to 5 minutes each,) or 2 fax messages or 2 e-mails.

3.2 Denied boarding compensation

在違背您意願的情況下,如果您被拒絕登機,將在機場提供賠償。 您可以選擇不可退費的運輸退款證明單和現金補償。

不可退費的運輸退款證明單金額如下:

A1500 公里或以下的航班350 歐元*
B歐盟境內超過 1500 公里的航班,以及所有其他介於 1500 至 3500 公里的航班500 歐元*
C不屬於 A 或 B 類的航班800 歐元*

可退費的退款證明單(現金)金額如下:

A1500 公里或以下的航班250 歐元*
B歐盟境內超過 1500 公里的航班,以及所有其他介於 1500 至 3500 公里的航班400 歐元*
C不屬於 A 或 B 類的航班600 歐元*

* 若替代航班的抵達時間不超過原先預訂航班預定抵達時間兩小時(屬於 A 類航班)、三小時(屬於 B 類航班)或四小時 (屬於 C 類航班),則此補償將減少 50%。

該補償計畫是依據歐盟法規 261/2004。 如果您從歐盟以外的機場出發(但目的地是歐盟國家/地區),則可能適用當地法規和其他補償計畫。 如需更多資訊,請聯繫客戶服務部(第 5 節)。

4. Downgrading

If you are involuntarily placed in a lower class than that for which your ticket was purchased, you may request reimbursement of:

A. 30% of the flight price for all flights of 1500 km or less, or

B. 50% of the flight price for all flights within the EU of more than 1500 km, and all other flights between 1500 and 3500 km, or

C. 75% of the flight price for all flights not falling under A or B.

5. Requests, claims, and other inquiries

如上所述,如果您因為以下原因不想繼續當初的旅行計畫:

  • 您的航班被取消,或
  • 您的航班延誤至少 5 小時,或者
  • 違背您的意願,您被拒絕登機。

考量您的原始航班計畫,如果該航班對您不再具有任何有用的目的,您可以要求報銷部分您尚未完成的旅程以及部分您已經完成的旅程。

所有報銷和賠償請求必須提交給實際營運該航班或應該營運該航班的承運人。

針對報銷請求、賠償要求或任何其他諮詢,請使用以下任一方式與法航或荷航繫。

6. National designated bodies

Each EU member state has designated a body responsible for the enforcement of the compensation and assistance rules as outlined in this Notice.

See the contact details

If you want to claim compensation for your flight disruption, without having to pay a handling fee to a third party, the European Commission advises passengers to contact directly the carrier and not to do it at a claim agency. (Contact details are available through the website of the airline operating the flight.)

This Notice is required by Regulation 261/2004 of the European Parliament and of the Council of the European Union.

Version 5, updated July 2021