Flight Delayed or Canceled? Here’s What You Need to Know About Your Air Passenger Rights
With travel back on full throttle, you should know your rights as an air passenger.
by Ina Louise Manto | May 24, 2023
There are a million things that could go wrong when you travel, but some that are going to hurt the most are immigration problems for international travel, flight delays, or worse, cancellations. In cases like this, what should you be doing? Here’s a quick rundown of your rights as an air passenger based on the Air Passenger Bill of Rights or Joint DOTC-DTI Admin Order No. 01:
What are the major rights of an air passenger?
As an air passenger, you have three major rights:
- Right to be provided with accurate information before purchase
- Right to receive the full value of the service purchased
- Right to compensation
What are the rights under the Right to Receive the Full Value of the Service Purchased?
- Right to be processed for check-in – a passenger is not considered late or a no-show, or denied check-in if they arrive in the check-in area at least one hour before the Estimated Time of Departure (ETD)
- Right to Sufficient Processing Time
- For international flights, check-in counters must be open at least two hours before ETD
- There must be a separate dedicated counter for flights nearing the check-in deadline to facilitate passengers one hour before the published ETD
- There must be at least one check-in counter for senior citizens, PWDs, and persons requiring special assistance or handling
- Right to Board Aircraft for the Purpose of Flight – a passenger cannot be denied the right to board the aircraft without his consent except when there’s an overbooking or for legal or other valid causes.
- In case of overbooked flights, the auction system must be followed. Either the airline must look for volunteers who are willing to give up their seats or increase the compensation package until the required number of volunteers is met.
What happens when my flight is canceled?
In case of a canceled flight, you have the Right to Compensation and Amenities:
|Situations of Cancellation||Rights of Passengers|
|Canceled flight 24 hours before the estimated time of departure, attributable to the air carrier|
|Less than 24 hours before the flight|
|Due to other causes (i.e. force majeure, safety and/or security reasons)||Reimburse the full value of fare|
What happens when my flight is delayed?
In case of a delayed flight, here are your rights under Compensation and Amenities:
|Hours of Delay||Rights of Passengers|
|Terminal delay at least three hours after ETD|
|Terminal delay at least six hours after ETD|
|Tarmac delay of at least two hours after ETD||Right to be given sufficient food and beverage|
What if my baggage gets delayed, lost, or damaged?
For delayed, lost, or damaged luggage, you have the right to:
- Be informed of the fact of off-loading
- A Php 2,000 compensation for every 24 hours of delay
- Refund of checked baggage fees if your baggage isn’t delivered within 24 hours from the arrival of your flight
- Domestic flights: you have the right to a maximum amount equivalent to half of the amount in the relevant convention (for international flights) in its Peso equivalent
- International flights: the relevant convention shall apply
Presumption of loss shall apply. If after a period of seven days, you should have received the baggage and it is not delivered, it is presumed lost.
In case of death or bodily injury, what are the rights of a passenger?
- International flights: relevant convention and inter-carrier agreements apply
- Domestic flights: the compensation is based on the stipulated amount in the relevant convention which governs international flights
How do I claim my Compensation?
As a passenger, you also have the Right to Immediate Payment of Compensation. It must be available to the affected passenger:
- At the air carrier’s counters at the airport on the date when the incident occurred, or
- At the main office or any branch of the air carrier, at the discretion of the passenger.
It shall be available in the following modes:
- Tendering a check
- Document necessary to claim the compensation benefits. It shall be convertible to cash within 15 days from the date the occasion occurred.
For concerns regarding the Air Passenger Bill of Rights, you may ask for assistance from the Civil Aeronautics Board (CAB) personnel stationed at certain airports. You may also send an email to firstname.lastname@example.org or email@example.com.
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