We use cookies to improve your experience on our website. By continuing to use our site, you are agreeing to the use of cookies as described in our privacy policy, which also has information on how to manage them.
Search for more holidays

Conditions & Notices

These Conditions and Notices are dated November 2017.

A. CONDITIONS OF CONTRACT AND OTHER IMPORTANT NOTICES NOTICE

If the Passenger’s journey involves an ultimate destination or stop in a country other than the country of departure, the Warsaw Convention, the Warsaw Convention as amended or the Montreal Convention may be applicable, depending on the journey. These Conventions govern and may limit the liability of Carriers in respect of death or personal injury, or in respect of loss of or Damage to Baggage, and delay. Many Carriers have waived the Warsaw Convention Limits for death or bodily injury. Further information may be obtained from the Carrier. See also notices headed “Advice to International Passengers on Limitation of Liability” and “Notice of Baggage Liability Limitations” below.

Acceptable Travel Documents

According to Technical Security Directive No. (1) – 1st TSD, which is part of the National Civil Aviation Security Program (EPAPA) and was published in the Government Gazette on 24 August 2016, issue no. 2607, the boarding pass must be in the name of the person who presents it and to this end the airline is responsible for verifying identification of departing Passengers on the basis of either a passport or identification card issued by police. A driving license or other official document bearing a photograph of the Passenger is also acceptable for travelling on domestic flights. Passports, ID cards, driving licenses or other official documents presented by third parties on behalf of other Passengers shall not be accepted. For Passengers under age 12 travelling on domestic flights who do not have a passport, ID card or other official document, it is possible to show an identity verification document issued by a Citizen Service Centre (KEP) or the police. In exceptional cases and only for reasons of force majeure (e.g. health reasons), a written statement by the accompanying adult to the airline regarding the identity of the minor departing Passenger shall suffice for domestic flights. All travel documents must be valid. It should be noted that Passengers are wholly responsible for acquiring and being in possession of the appropriate valid and lawful travel documents before travelling, along with any other documents required, such as entry visa, residence permit, or authorisation under the Electronic System for Travel Authorization (ESTA) when travelling to the USA under the Visa Waiver Program. AEGEAN AIRLINES S.A. or its subsidiaries are not responsible for any direct, indirect, coincidental, specific, property or accessory Damage that occurs as a result of Passenger inability to procure the appropriate travel documents before travelling.

CONDITIONS OF CONTRACT

These are the conditions of contract for Carriage of Passengers and Baggage of Aegean Airlines SA (AEGEAN). If any provision or part-provision of these conditions of contracts are or become invalid, illegal or unenforceable, they shall be deemed deleted, but that shall not affect the validity and enforceability of the rest of the conditions of contract.

Particular expressions in these conditions of contract, and also the notices and conditions of Carriage below have the following meanings:

  • Baggage” means such articles, effects and other personal property of a Passenger as are necessary or appropriate for wear, use, comfort or convenience in connection with the trip. Unless otherwise specified, it includes both Checked and Unchecked Baggage of the Passenger.
  • Baggage Check” means those portions of the Ticket which relate to the Carriage of the Passenger’s Checked Baggage.
  • CAA” means the Civil Aviation Authority, CAA House, 45-59 Kingsway, London WC2B 6TE.
  • Carriage” is equivalent to “transportation”.
  • Carrier” means all air carriers that carry or undertake to carry the Passenger or his Baggage hereunder or perform any other service incidental to such air carriage.
  • Carrier’s Regulations” means rules, other than these Conditions, published by the Carrier and in effect on date of Ticket issue, governing Carriage of Passengers and/or Baggage and shall include any applicable tariffs in force.
  • Checked Baggage” means Baggage of which the Carrier takes sole custody and for which the Carrier has issued a Baggage Check.
  • Convention” means the Convention for the Unification of Certain Rules Relating to International Carriage by Air signed at Warsaw, 12th October 1929, or that Convention as amended at The Hague, 28th September 1955, or that Convention as amended by Additional Protocol No.1 of Montreal 1975, or that Convention as amended at The Hague and by Additional Protocol No.2 of Montreal 1975, or that Convention as amended at The Hague and by Additional Protocol No.3 of Montreal 1975 or the Montreal Convention 1999, whichever may be “Warsaw Convention” means the Convention for the Unification of Certain Rules Relating to International Carriage by Air signed at Warsaw, 12th October 1929, or that Convention as amended by Additional Protocol No.1 of Montreal 1975, or that Convention as amended at The Hague and by Additional Protocol No.2 of Montreal 1975, or that Convention as amended at The Hague and by Additional Protocol No.3 of Montreal 1975. “Montreal Convention” means the Montreal Convention 1999.
  • Damage” includes death, injury, delay, loss, or other damage of whatsoever nature arising out of or in connection with Carriage or other services performed by the Carrier incidental thereto.
  • Domestic flight” means Сarriage by air where the point of origin, the point of destination and all points of landing are located within the territory of Greece.
  • Electronic Coupon” means an electronic Flight Coupon or other value document held in the Carrier’s database.
  • Electronic Ticket” means the Itinerary/Receipt issued by or on behalf of the Carrier, the Electronic Coupons and, if applicable, a boarding document.
  • Passenger(s)” means any person, except members of the crew, carried or to be carried in an aircraft with the consent of the Carrier.
  • Ticket” means this Passenger ticket and Baggage Check, or this itinerary/receipt if applicable, in the case of an Electronic Ticket, of which these conditions and the notices form part.
  • Unchecked Baggage” means any baggage of the Passenger other than Checked Baggage.
  • Carriage hereunder is subject to the rules and limitations relating to liability established by either the Warsaw Convention or the Montreal Convention, unless such Carriage is not “international carriage” as defined by the Convention.
  • To the extent not in conflict with the foregoing, Carriage and other services performed by each Carrier are subject to: (i) provisions contained in the Ticket; (ii) applicable tariffs; (iii) the Carrier’s conditions of carriage, and (iv) related Carrier’s Regulations which are made a part hereof (and are available on application at the offices of the Carrier), except in transportation between a place in the United States or Canada and any place outside thereof to which tariffs in force in those countries apply.
  • The Carrier’s name may be abbreviated in the Ticket, the full name and its abbreviation being set forth in the Carrier’s website, tariffs, conditions of Carriage or timetables; the Carrier’s address shall be the airport shown opposite the first abbreviation of the Carrier’s name in the Ticket; the agreed stopping places are those places set forth in the Ticket; or as shown in the Carrier’s timetables as scheduled stopping places on the Passenger’s route. Carriage to be performed hereunder by several successive Carriers under one Ticket, or under a Ticket and any conjunction Ticket issued in connection therewith, is regarded as a single
  • A Carrier issuing a Ticket for Carriage over the lines of another Carrier does so only as its agent, always provided that, if the Carrier actually performing the flight is not the same as the contracting Carrier, then the Passenger has the right to address a complaint or to make a claim for damages against either.
  • Checked Baggage will be delivered to bearer of the Baggage Check. In case of Damage to Checked Baggage moving in international transportation no action shall lie unless the person entitled to delivery complains in writing, in accordance with paragraphs 13 to 16 below, to the Carrier forthwith after discovery of Damage and, at the latest, within seven (7) days from receipt; in case of delay, complaint must be made within twenty one (21) days from date the Baggage was delivered. See tariffs or conditions of Carriage regarding non-international transportation.
  • The Ticket is good for Carriage for one (1) year from date of issue, except as otherwise provided in the Ticket, in the Carrier’s tariffs, conditions of Carriage, or related Carrier’s Regulations. The fare for Carriage hereunder is subject to change prior to commencement of Carriage. For clarity, the Ticket’s purchase can be preceded by the reservation. In such cases the fare for Carriage hereunder can be subject to change in the period between the reservation and the Ticket’s purchase and it is only when the Ticket is purchased that the fare is confirmed. The Carrier may refuse transportation if the applicable fare has not been paid.
  • Except as otherwise required by applicable laws, in the event of death or serious illness making it impossible for a Passenger to travel, the reservations of the Passenger and anyone travelling on the same booking reference may, at AEGEAN’s discretion, be AEGEAN will at its sole discretion offer to change the flight dates and any restriction or fee will be waived once suitable documentary evidence is sent to AEGEAN not less than thirty (30) days in advance of the flight. Where a Passenger is unable to travel due to a sudden illness and the Passenger is therefore unable to submit documentary evidence thirty (30) days in advance of the flight, AEGEAN will at its sole discretion consider a refund or changing the flight dates free of charge at such shorter notice.
  • The Carrier undertakes to use its best efforts to carry the Passenger and Baggage with reasonable dispatch. Times shown in timetables or elsewhere are deemed subject to change for reasons beyond the control of the carrier, for such reasons, times shown are not guaranteed and form no part of this contract. The Carrier assumes no responsibility for making connections. However, for clarity, is the Passenger’s responsibility to provide AEGEAN with their contact details so they can be contacted in the event of a change in the planned schedule as appears on the Ticket.
  • The Carrier shall have the right to fully or partly delegate its obligations hereunder to any other person or entity, including without limitation any other Carrier. Without prejudice to the obligations set out in (EC) Regulation 261/2004, for the sake of flight safety/aviation security or subject to requests by any competent government authorities, the Carrier shall have the right to cancel or delay the flight specified in the ticket as well as to change the aircraft type and/or Carriage route, including without limitation changing or canceling landings at any destination indicated in the Ticket. The flight schedule is subject to changes; the Carrier shall take all measures within its power to inform Passengers who have entered into a contract of Carriage using every available means. The Carrier shall not be held liable for failing to inform a Passenger on changes in flight schedule, change of departure/destination airport, flight cancellation or changes in any other flight parameters if the Passenger provided no contact details (telephone number, email address, etc.) when booking or the Carrier was unable to contact the passenger using the provided contact details after trying each of the provided contact details (telephone numbers, email addresses, etc.) at least once, including without limitation cases where the Passenger provided incorrect contact details. In such cases the Carrier shall not compensate the Passenger for any losses incurred as a result of such failure to notify. The Carrier shall not be held liable for ensuring connections if Carriage was ticketed on separate Tickets that were issued by two different Carriers, for clarity, in circumstances which therefore include two different contracts of Carriage. The Passenger shall be responsible for obtaining all documents, visas, permits, etc. required for travel, as well as for compliance with other Government travel documents, requirements, and all the applicable laws concerning exit, entry and transit in the countries of departure, arrival and transit. The Carrier shall not be liable to the Passenger if the Passenger does not obtain such documents or visas or does not comply with the requirements of applicable laws. Passengers shall arrive at airport by the time fixed by the Carrier or, if no time is fixed, early enough to complete departure procedures.
  • No agent, servant or representative of the Carrier has authority to alter, modify or waive any provision of this contract.
  • All Carriage provided by AEGEAN is subject to these conditions of contract and AEGEAN’s conditions of Carriage below.
  • If a Passenger has a complaint, they should make initial contact with AEGEAN here.
  • What if AEGEAN is unable to resolve your complaint? An Online Dispute Resolution platform (ODR platform) has been set up by the European Commission: http://ec.europa.eu/consumers/odr/ which provides easy access to alternative dispute resolution (ADR). Please note, AEGEAN is not currently subscribed to an approved ADR scheme therefore neither the ODR platform nor any approved ADR providers will be able to accept your complaint. Should you wish to make a complaint in the United Kingdom, you can log your complaint with CAA’s Passenger Advice and Complaints Team (PACT) by completing the online complaint form via the CAA website: www.caa.co.uk/passengercomplaints. Under the subtitle ‘How the CAA can Help’ you will need to click on the link ‘Refer your complaint to us’. You can then access the CAA’s consumer portal where you can submit your complaint to PACT. Should you wish to make a complaint in another jurisdiction, click here, for a list of relevant National Enforcement Bodies.
  • If AEGEAN is unable to resolve your complaint, you can log your complaint with a local complaints service, in the United Kingdom this is the CAA’s Passenger Advice and Complaints Team (PACT) by completing the online complaint form via the CAA website: caa.co.uk/passengercomplaints. Under the subtitle ‘How the CAA can Help’, you will need to click on the link ‘Refer your complaint to us’. You can then access the CAA’s consumer portal where you can submit your complaint to PACT. Should you wish to make a complaint in another jurisdiction, click here, for a list of relevant National Enforcement Bodies.
  • If court proceedings are necessary, Oracle Solicitors & Consultants Ltd is authorised to accept service of court proceedings in England or Wales on behalf of AEGEAN. Under rule 6.7 of the Civil Procedure Rules, which govern the conduct of court proceedings in England and Wales, the Claim Form must be served at: Oracle Solicitors & Consultants Ltd, Aviation House, 125 Kingsway, London WC2B 6NH.

REGULATION (EC) No. 889/2002 NOTICE

This is a notice required by European Community Regulation (EC) No. 889/2002.

AIR CARRIER LIABILITY FOR PASSENGERS AND THEIR BAGGAGE

This information notice summarizes the liability rules applied by Community Carriers as required by Community legislation and the Montreal Convention.

1.1 Compensation in the case of death or injury

There are no financial limits to the liability for proven damages sustained in the event of Passenger injury or death caused by an accident on board the aircraft or during embarking or disembarking.

For any damages up to and including 128,821 SDRs (exchange rate approximately 160,213.97€*) the Carrier shall not exclude or limit its liability.
The Carrier shall not be liable for damages to the extent that they exceed 128,821 SDRs (exchange rate approximately 160,213.97€*) if the Carrier proves that:

  • such Damage was not due to the negligence or other wrongful act or omission of the Carrier or its servants or agents; or
  • such Damage was solely due to the negligence or other wrongful act or omission of a third party .


1.2 Advance payments

If a Passenger is killed or injured, the Carrier must make an advance payment, to cover immediate economic needs, within 15 days from the identification of the person entitled to compensation. In the event of death, this advance payment shall not be less than 16,000 SDRs (exchange rate approximately EUR 18,544*). An advance payment does not constitute recognition of liability and may be offset against any subsequent sums that are paid.

1.3 Passenger delays

In case of Passenger delay, the Carrier is liable for Damage unless it took all reasonable measures to avoid the Damage or it was impossible to take such measures. The liability for Passenger delay is limited to 5,346 SDRs (exchange rate approximately 6,648.79€).

1.4 Baggage delays

In case of Baggage delay, the Carrier is liable for Damage, unless it took all reasonable measures to avoid the Damage or it was impossible to take such measures. The liability for Baggage delay is limited to 1,288 SDRs per Passenger (exchange rate approximately 1,601.88€), including any claim for destruction, loss or Damage.

1.5 Destruction, loss or Damage to Baggage

The Carrier is liable for destruction, loss or Damage to Baggage up to 1,288 SDRs (exchange rate approximately 1,601.88€). In the case of Checked Baggage, it is liable even if not at fault, unless the Baggage was defective. In the case of Unchecked Baggage, the Carrier is liable only if at fault.

1.6 Higher limits for Baggage

A Passenger can benefit from a higher liability limit by making a special declaration at the latest at check-in and by paying a supplementary fee. The Carrier’s liability will be limited to the higher declared value.

1.7 Complaints on Baggage

If the Baggage is Damaged, delayed, lost or destroyed, the Passenger must submit a complaint letter to the Carrier, in accordance with paragraphs 13-16 above, as soon as the Damage has been detected. Passengers can submit a complaint letter upon arrival at the lost and found department at the airport. In the case of Damage to Checked Baggage, the Passenger must send a complaint letter to the customer service department within 7 days and in the case of delay within 21 days, in both cases from the date on which the Baggage was placed at the Passenger’s disposal.

1.8 Liability of contracting and actual Carriers

If the Carrier actually performing the flight is not the same as the contracting Carrier, the Passenger has the right to address a complaint or to make a claim for damages against either. If the name or code of a Carrier is indicated on the Ticket, that Carrier is the contracting Carrier.

1.9 Time limit for action

You will have no right to damages if an action is not brought within two years calculated from
(i) the date of arrival of the aircraft; (ii) from the date on which the aircraft ought to have arrived; or (iii) from the date on which the aircraft stopped. The method of calculating the period of limitation shall be determined by the law of the court where the case is heard.

1.10 Basis for the information

The basis for the rules described above is the Montreal Convention of 28 May 1999, which is implemented in the Community by regulation (EC) No. 2027/97 (as amended by Regulation (EC) No. 889/2002) and national legislation of the Member States.

LIMITS OF LIABILITY

The applicable limits of liability for your journey on a flight operated by AEGEAN are as follows:

  • There are no financial limits to the liability for proven damages sustained in the event of Passenger injury or death caused by an accident on board the aircraft or during embarking or
  • For any damages up to and including 113,100 SDRs (exchange rate approximately EUR 131,083*) the Carrier shall not exclude or limit its liability.

The Carrier shall not be liable for damages to the extent that they exceed 113,100 SDRs (exchange rate approximately EUR 131,083*) if the Carrier proves that:

  • such Damage was not due to the negligence or other wrongful act or omission of the Carrier or its servants or agents; or
  • such Damage was solely due to the negligence or other wrongful act or omission of a third party;

Except in the case of acts or omissions done with intent to cause Damage or recklessly and with knowledge that Damage would probably result, in the case of destruction, loss of, or Damage or delay to Baggage, up to 1,288 SDRs (exchange rate approximately 1,601.88€*) and, if the value of your Baggage is greater than this limit, you should inform the Carrier at check in or ensure that it is fully insured prior to travel;

In the case of delay to your journey, up to 5,346 Special Drawing Rights (exchange rate approximately 6,648.79€*);

If your journey also involves Carriage by other Carriers, you should contact them for information in relation to their liability The present notice is pursuant to the requirements of Regulation (EC) No. 889/2002. If your journey also involves Carriage by other Carriers, you should also contact them for information in relation to their liability limits. For clarity, AEGEAN uses the contractual forms in use for international air Carriage, such as, for example, code share, wet lease and so on. In the context of such contractual forms of Carriage, the flight may be operated by a Carrier or Carriers other than AEGEAN (Operating Carrier(s)). In this case, also the general conditions of Carriage of the Operating Carrier(s) will apply. They can be found on the AEGEAN website during the purchase process or on the said Carrier’s or Carriers’ website(s). If there is a difference between AEGEAN’s conditions of contract and general conditions of Carriage and those of the Operating Carrier(s), the latter will prevail. As the contractual Carrier of the air Carriage service, AEGEAN will be responsible for informing the Passenger of the identity of the Operating Carrier(s), acting as the Contractual Carrier in accordance with the applicable Regulations. Only in the different case of successive Carriage, i.e. when the Passenger and AEGEAN agree that the Carriage shall be performed by several successive airlines, including AEGEAN, as a single Carriage, these conditions of contract and general conditions of Carriage will apply only to the Carriage performed by AEGEAN, both in the case that only one Ticket is issued and when a “conjunction” Ticket is issued, i.e. in conjunction with another ticket, which together are recorded in a single contract of Carriage.

OTHER NOTICES

NOTICE OF BAGGAGE LIABILITY LIMITATIONS

Liability for loss, delay, or Damage to Baggage is limited unless a higher value is declared in advance and additional charges are paid. For many international journeys, the Warsaw Convention may apply with liability limits of approximately US$ 9,07 per pound (US$20,00 per kilo) for Checked Baggage and U.S.$ 400 per Passenger for Unchecked Baggage. In some cases, where the Montreal Convention applies to your journey, the applicable liability limit is approximately US$ 1,590 for Checked Baggage. For travel wholly between U.S. points, Federal rules require any limit on an airline’s Baggage liability to be at least US$ 3,500 per Passenger. Excess valuation may be declared on certain types of articles. Some Carriers assume no liability for fragile, valuable or perishable articles. Further information may be obtained from the Carrier.

ADVICE TO INTERNATIONAL PASSENGERS ON LIMITATION OF LIABILITY

Passengers on a journey involving an ultimate destination or a stop in a country other than the country of origin are advised that the provisions of a treaty known as the Warsaw Convention may be applicable to the entire journey, including any portion entirely within the country of origin or destination. However, for clarity, Carriage within Greece is subject to the EC Regulation 2027/97, as amended by EC Regulation No 889/2002, EC Regulation No 261/2004, as well as to the rules and limitations of the Greek Code of Air Law (Law 1815/88), where applicable. For such Passengers on a journey to, from or with an agreed stopping place in the United States of America, the Convention and special contracts of Carriage embodied in applicable tariffs provide that the liability of certain Carriers, parties to such special contracts for death of or personal injury to Passengers is limited in most cases to proven damages not to exceed US $75,000 per Passenger, and that this liability up to such limit shall not depend on negligence on the part of the Carrier. For such Passengers traveling by a Carrier not a party to such special contracts or on a journey not to, from, or having an agreed stopping place in the United States of America, liability of the Carrier for death or personal injury to Passengers is limited in most cases to approximately US $10,000 or US $20,000.

The names of Carriers that are parties to such special contracts are available at all ticket offices of such Carriers and may be examined on request.

Additional protection can usually be obtained by purchasing insurance from a private company, such insurance is not affected by any limitation of the Carrier’s liability under the Warsaw Convention or such special contracts of Carriage. For further information please consult your airline or insurance company representative.

This notice is required by Order 69-2-65 of the U.S. DOT. It does not reflect the provisions of the Montreal Convention 1999, which may apply to your journey. No representation is made as to the accuracy of its contents.

NOTICE REGARDING IDENTITY OF THE OPERATING CARRIER

As established in article 11 of European Parliament and Council Regulation EC No. 2111/2005 of December 14th, 2005, the air Carriage contractor shall inform the Passenger of the identity of the operating air Carrier. Where the identity of the Operating Carrier is not yet known at the time of reservation, the air Carriage contractor shall ensure that the Passenger is informed of the identity of the Operating Carrier as soon as such identity is established.

B. GENERAL CONDITIONS OF CARRIAGE

  • Carriage within Greece is subject to the EC Regulation 2027/97, as amended by EC Regulation No 889/2002, as well as to the rules and limitations of the Greek Code of Air Law (Law 1815/88), where
  • NO REFUND OR REPLACEMENT WILL BE MADE IN CASE YOUR TICKET ISSUED SOLELY FOR CARRIAGE ON GREEK SECTORS IS
  • All Carriage is Subject to the following further terms:
  • To the extent not in conflict with the above, the Carrier is not liable for any Damage directly and solely arising out of its compliance with any laws, government regulations, orders or requirements, or from failure of Passenger and the consequences thereof to comply with same. The Passenger shall be solely responsible for complying with all laws, regulations, orders, demands and travel requirements of countries to be flown from, into or over, and with the Carrier’s Regulations and The Carrier shall not be liable for any aid or information given by any agent or employee of the Carrier to any Passenger in connection with obtaining necessary documents or visas or complying with such laws, regulations, orders, demands and requirements, whether given in writing or otherwise.
  • Any exclusions or limitations of liability of the Carrier under these conditions shall apply to agents, servants or representatives of the Carrier and also to any person that is used by the Carrier to effect Carriage (including his agents, servants or representatives).
  • Checked Baggage carried hereunder, will be delivered to the bearer of the Baggage Check, upon payment of all sums due to the Carrier under the Carrier’s contract of Carriage or tariff. No action shall lie in the case of Damage to Checked Baggage, unless the person entitled to delivery complains in writing, in accordance with paragraphs 13-16 above, to the Carrier at the least within 7 days and in the case of delay within 21 days, in both cases from the date on which the Baggage was placed at the Passenger’s disposal.
  • When validated, the Ticket is valid for Carriage from the airport at the place of departure to the airport at the place of destination via the route shown therein and is valid for one year from the date of issue. Each flight coupon will be accepted for Carriage on the date and flight for which accommodations will be reserved, when flight coupon is issued on an ‘open date’ basis, accommodations will be reserved upon application subject to availability of space.
  • The Carrier undertakes to use its best efforts to carry the Passenger and Baggage with reasonable If due to circumstances beyond its control the Carrier cancels or delays the flight, is unable to provide previously confirmed space, fails to stop at the Passenger’s stopover or destination point, or causes the Passenger to miss a connecting flight on which the Passenger holds a reservation, the Carrier shall either:
  • carry the Passenger on another of its scheduled Passenger services on which space is available; or
  • re-route the Passenger to the destination indicated on the Ticket or applicable portion thereof by its own scheduled services or the scheduled services of another Carrier, or by means of surface transportation. If the sum of the fare, excess Baggage charge and any applicable service charge for the revised routing is higher than the refund value of the Ticket or applicable portion thereof, the Carrier shall require no additional fare or charge from the Passenger, and shall refund the difference if the fare and charges of the revised routing are lower; or
  • make a refund in accordance with the provisions of the Fare Rules (available on AEGEAN’s website) and applicable law and shall be under no further liability to the Passenger.
  • The Carrier shall provide denied boarding or other due compensation in accordance with applicable law.
  • Except as otherwise required under applicable laws or in the case of the Carrier’s acts or omissions done with intent to cause Damage or recklessly and with knowledge that Damage would probably result, the Carrier shall not be liable for errors or omissions in timetables or other published schedules, or for representations made by employees, agents or representatives of the Carrier as to the dates or times of departure or arrival or as to the operation of any
  • The Passenger shall comply with all government travel Passenger must arrive at the airport 90 minutes before the scheduled departure. The Carrier is not liable for loss or expense due to Passenger’s failure to comply with this provision or obligated to effect refund of fare.
  • No agent, servant or representative of the Carrier has authority to alter, modify or waive any provision on this
  • Applicable fares are subject to change. Any modification to the Ticket price which is due to regulatory changes governing relevant charges or taxes will result in an additional payment or refund.

3.11 If any provision or part-provision of these terms are or become invalid, illegal or unenforceable, they shall be deemed deleted, but that shall not affect the validity and enforceability of the rest of the terms.

4. REFUSAL OF CARRIAGE

Except as otherwise required under applicable laws, the Carrier may refuse Carriage of any Passenger or Passenger’s Baggage for reasons of safety or if, in the exercise of its reasonable discretion, the Carrier determines that:

  • Such action is necessary in order to comply with any applicable laws, regulations, or orders of any state or country to be flown from, into or over; or
  • The conduct, age, or mental or physical state of the Passenger is such as to:
  • Require special assistance of the Carrier, or
  • Cause discomfort or make himself or herself objectionable to other Passengers, or
  • Involve any hazard or risk to himself or herself or to other persons or to property; or
  • Such action is necessary because the Passenger has failed to observe the instructions of the Carrier; or
  • The Passenger has refused to submit to a security check; or
  • The applicable fare or any charges or taxes payable have not been paid, or credit arrangements agreed between the Carrier and the Passenger (or the person paying for the Ticket) have not been complied with; or
  • The Passenger does not appear to be properly documented; or
  • The Passenger may seek to enter a country through which he or she is in transit, or
  • The Passenger may destroy his or her documentation during flight, or
  • The Passenger will not surrender travel documents to be held by the flight crew, against receipt, when so requested by the Carrier, or
  • The Ticket:
  • Has been acquired unlawfully or has been purchased from an entity other than the issuing Carrier or its authorized Agent, or
  • Has been reported as being lost or stolen, or
  • Is a counterfeit Ticket, or
  • Any flight or Electronic Coupon has been altered by anyone other than the Carrier or its authorized Agent, or in the case of a flight coupon, has been mutilated, and the Carrier reserves the right to retain such Ticket, or 4.9.2 The person presenting the Ticket cannot prove that he or she is the person named in the Ticket. The Carrier reserves the right to retain such paper Ticket; or 4.10 The immigration authority for the country the Passenger is travelling to, or for a country through which he or she is in transit, has told the Carrier (either orally or in writing) that it has decided not to allow the Passenger to enter that country, even if the Passenger has, or appears to have, valid travel documents.

5. BAGGAGE POLICY

For the Baggage carrying policy on all AEGEAN operating flights please click here.

6. DANGEROUS GOODS

Passengers are not permitted to carry the following articles into the security restricted area and the cabin of an aircraft:

  • guns, firearms & weapons, or any object capable, or appearing capable, of discharging a projectile or causing injury, including:
  • all firearms (pistols, revolvers, rifles, shotguns etc.);
  • replica and imitation firearms;
  • component parts of firearms, (excluding telescopic sighting devices & sights);
  • air pistols, rifles and pallet guns;
  • signal flare pistols;
  • starter pistols;
  • toy guns of all types;
  • ball bearing guns;
  • industrial bolt and nail guns;
  • cross bows;
  • catapults;
  • harpoon & spear guns;
  • animal humane killers; or
  • stun or shocking devices g. cattle prods, ballistic conducted energy weapons (taser);
  • lighters shaped like a firearm;
  • pointed/edged weapons & sharp objects, or pointed or bladed articles capable of causing injury, including:
  • axes & hatchels;
  • arrows & darts;
  • crampons;
  • harpoons & spears;
  • ice axes & ice picks;
  • ice skates;
  • lockable or flick knives with blades of any length;
  • knives, including ceremonial knives, with blades of more than 6 cm, made of metal on any other material among enough to be used as a potential weapon;
  • meat cleavers;
  • machetes;
  • open razors and blades (excluding safety or disposable razors with blades enclosed in cartridge);
  • sabers, swords & swordsticks;
  • scalpels;
  • scissors with blades more than 6cm in length;
  • ski and walking/ hiking poles;
  • throwing stars; or
  • tradesman’s tools that have the potential to be used as a pointed or edged weapon g. drills and drill bits, box cutters, utility knives, all saws, screwdrivers, crowbars, hammers, pliers, wrenches/spanners, blow torches;
  • blunt instruments, or any blunt instrument capable of causing injury, including:
  • baseball and softball bats;
  • clubs or batons rigid or flexible e.g. billy clubs, blackjacks, night sticks & batons;
  • crickets bats;
  • golf clubs;
  • hockey sticks;
  • lacrosse sticks;
  • kayak and canoe paddles;
  • skateboards;
  • billiard, snooker and pool cues;
  • fishing rods; or
  • martial arts equipment g. knuckle dusters, clubs, coaches, ice flails, nunchucks, kubatons, kubasaunts;
  • explosives and flammable substances, or any explosive or highly combustible substances which pose a risk to the health of Passengers and crew or the security /safety of aircraft or property, including:
  • ammunition;
  • blasting caps;
  • detonators & fuses;
  • explosives and explosive devices;
  • replica or imitation explosive military stores;
  • grenades of all types;
  • gas & gas containers e.g. butane, propane, acetylene, oxygen in large volume;
  • fireworks, flares in any form and other pyrotechnics (including party poppers and toy caps);
  • non safety matches;
  • smoke generating canisters or cartridges;
  • flammable liquid fuel e.g. petrol/gasoline, diesel, lighter fuid, alcohol, ethanol;
  • aerosol spray paint;
  • turpentine & paint thinner; or
  • alcoholic beverages exceeding 70% by volume (140 proof); packages containing up to 5 litres of alcoholic beverages with an alcohol content of between 24%-70% are, however, permitted.
  • chemical and toxic substances; or any chemical or toxic substances which pose a risk to the health of Passengers and crew or the security / safety of aircraft or property, including:
  • acids and alkalis e.g. spoilable wet batteries;
  • corrosive or bleaching substances- g. mercury, chlorine;
  • disabling or incapacitating sprays- g. mace, pepper spray, tear gas;
  • radioactive material- g. medicinal or commercial isotopes;
  • poisons;
  • infectious or biological hazardous material- g. infected blood, bacteria and virus;
  • material capable of spontaneous ignition or combustion; or
  • fire extinguishers;
  • the following articles shall not be placed in Checked Baggage:
  • explosives, including detonators, flares, grenades, mines and explosives;
  • gases including for example propane, butane;
  • flammable liquids, including gasoline, methanol;
  • flammable solids and reactive substances, including magnesium, firelights, fireworks, flares;
  • oxidizers and organic peroxides, including bleach, car body repair kits;
  • toxic or infectious substances, including rat poison, infected blood;
  • radioactive material, including medicinal or commercial isotopes;
  • corrosives, including mercury, vehicle batteries; or
  • vehicle fuel system components which have contained fuel;

Liquids carried in Unchecked Baggage – U. security measures

As of 06/11/2006, security measures were put into effect at all airports in the European Union (European Commission Regulation 1546/06) regarding liquids carried in Unchecked

According to the European Regulation, such items (e.g. water, alcohol and beverages, gel, cream, glue, lotion, perfume, shampoo, mascara, lip gloss, hair spray, toothpaste, shaving foam, aerosols, contact lens solution, honey, marmalade, soup, olive oil, any other item of similar consistency) have been added to the list of prohibited articles that you may not carry on board, unless conditions are met.

The European Regulation is applied in addition to the existing rules for items that are not allowed to be carried on board an aircraft and affects only the liquid items in your Unchecked Baggage and not Checked Baggage.

Here below you will find useful information and guidelines for your better and faster service at all airports to which the new rules

Items that can be carried as Unchecked Baggage:

  • Liquid items, in individual containers with a capacity no greater than 100 They have to be contained in one transparent plastic re-sealable bag of a maximum capacity not exceeding 1 litre. This plastic re-sealable bag is limited to one per Passenger and must be sealed and delivered to the Security Screening separately for examination.
  • Liquids required for medical or dietary purposes and baby foods which are to be used during the trip. You may be asked for proof that they are needed.
  • Products that are sold in shops beyond the Security Screening points (Duty Free Shops). These products should be placed in a special sealed This special sealed bag, which should be provided by the shop, must not be opened before you are screened – otherwise the contents may be confiscated at the checkpoint. If you transfer at an EU airport and in Norway, Iceland and Switzerland do not open the bag before screening at your airport of transfer, or at the last one if you transfer more than once. All these liquids are additional to the quantities in the re-sealable plastic bag mentioned above.

6.7.6 Security screening staff is obliged to ask you to dispose of any liquid products that do not comply with the conditions of the new European Regulation. Such items will be sent for recycling as useless.

PLEASE NOTE THAT THIS IS NOT A COMPLETE LIST OF DANGEROUS GOODS AND/OR HAZARDOUS MATERIALS. CARRYING DANGEROUS GOODS AND/OR HAZARDOUS MATERIALS ABOARD AN AIRCRAFT IS AN OFFENCE AND MAY BE SUBJECT TO A PENALTY AND/OR CUSTODIAL SENTENCE. IN THE EVENT OF ANY DOUBT, PLEASE ASK THE AIRLINE FOR CLARIFICATION.

7. RIGHT TO REFUSE CARRIAGE

  • The Carrier may refuse Carriage as Baggage of such items described in Section 6 above, as are prohibited from Carriage as Baggage, and may refuse further Carriage of any such items on discovery.
  • The Carrier may refuse to carry as Baggage any item because of its size, shape, weight or
  • Unless advance arrangements for its Carriage have been made with the Carrier, the Carrier may carry on later flights Baggage which is in excess of the applicable free
  • The Carrier may refuse to accept Baggage as Checked Baggage unless it is properly packed in suitcases or other suitable containers to ensure safe Carriage with ordinary care in

8. RIGHT OF SEARCH

Except as otherwise required under applicable laws, for reasons of safety and security, the Carrier may request the Passenger to permit a search to be made of his or her person and his or her Baggage, and may search or have searched the Passenger’s Baggage in his or her absence if the Passenger is not available, for the purpose of determining whether he or she is in possession of or whether his or her Baggage contains any item described in Section 6 above or any arms or munitions which have not been presented to the Carrier. If the Passenger is unwilling to comply with such request the Carrier may refuse to carry the Passenger or Baggage.

9. BAGGAGE INFORMATION

Baggage admitted for Carriage as Passenger’s Baggage may only contain such articles, effects or other property of Passengers as are necessary for wear, use, comfort or convenience in connection with the trip. FOOD in semi-solid or liquid condition: make sure you have packed it in wooden boxes lined in with absorbent material in order to protect Damages to third parties from possible leakages. We would also draw your attention to the regulations of certain countries restricting food importation. The following items should not be included in your Checked Baggage, but should be carried with you at all times: medicine, jewellery, money, securities, negotiable papers, deeds, any kind of documents, identity documents, keys, mobile phones, electronic devices, computers, samples, and in general personal items, and other valuable and fragile items. For safety reasons, a Passenger can carry into the cabin only ONE piece of Unchecked Baggage, the dimensions of which shall not totally exceed 115 cm.

10. LIABILITY FOR DAMAGE

Save to the extent otherwise set out in these conditions of contract or required by applicable laws:

  • The Carrier is liable only for Damage occurring on its own A Carrier issuing a Ticket or checking Baggage over the lines of another Carrier does so only as agent for such other Carrier. Nevertheless, with respect to Checked Baggage, the Passenger shall also have a right of action against the first or last Carrier;
  • The Carrier is not liable for Damage to Unchecked Baggage unless such Damage is caused by the negligence of the If there has been contributory negligence on the part of the Passenger, the Carrier’s liability shall be subject to the applicable law relating to contributory negligence;
  • The Carrier’s liability shall not exceed the amount of proven damages. The Carrier shall furthermore not be liable for indirect or consequential damages;
  • The Carrier is not liable for injury to a Passenger or for Damage to a Passenger’s Baggage caused by property contained in such Passenger’s Baggage. Any Passenger whose property causes injury to another person or Damage to another person’s property or to the property of the Carrier shall indemnify the Carrier for all losses and expenses incurred by the Carrier as a result thereof;
  • The Carrier is not liable for Damage to fragile or perishable items, money, jewellery, precious metals, silverware, negotiable papers, securities, or other valuables, business documents, passports and other identification documents, or samples, which are included in the Passenger’s Checked Baggage;
  • If a Passenger is carried whose age or mental or physical condition is such as to involve any hazard or risk to himself or herself, the Carrier shall not be liable for any illness, injury or disability, including death, attributable to such condition or for the aggravation of such

11. BAGGAGE DELIVERY

In the event that you are not able to locate your Baggage upon arrival, you must immediately report it to the AEGEAN Ground Staff. Our personnel will create a file with your case and will provide you with a file reference. You may contact the Lost and Found headquarters at Athens airport, tel: + 30 210 3530546 for further details. If your Baggage is not traced after 45 days following your request then the procedure of reimbursement will begin. If your Baggage is Damaged, you must follow the same procedure.

12. GOVERNMENT AND AIRPORT IMPOSED TAXES, DUTIES, FEES AND CHARGES

The price of any Ticket may include taxes, duties, fees and other charges, which are imposed on or in connection with air transportation by government or airport authorities or Carriers. Such taxes, fees and charges, which may represent a significant portion of the cost of air travel, are either included in the fare, or shown separately in the “Tax” or “Charges” box(es) of the Ticket. Taxes are refundable in full for all tickets. A refund charge of 23€ per ticket applies.

13. CONDUCT ABOARD AIRCRAFT

  • If the Passenger conducts himself or herself aboard the aircraft so as to endanger the aircraft or any person or property on board, or obstructs the crew in the performance of their duties, or fails to comply with any instruction of the crew, or behaves in a manner to which other Passengers may reasonably object, the Carrier may take such measures as it deems necessary to prevent continuation of such conduct, including restraint of the Passenger.
  • The Passenger may not operate aboard the aircraft portable radios, electronic games or transmitting devices including radio controlled toys and walkie-talkies. The Passenger shall not operate any other electronic devices on board without the Carrier’s permission, except that portable recorders, hearing aids and heart pacemakers may be used.
  • If as a result of the Passenger’s behaviour, the Carrier diverts the aircraft to an unscheduled place of destination and makes the Passenger leave the aircraft, the Passenger must pay the reasonable and proper costs of the diversion.


14. ARRANGEMENTS BY CARRIER

If in the course of concluding the contract of Carriage by air, the Carrier also agrees to make arrangements for the provision of additional services, the Carrier shall have no liability to the Passenger except for negligence on its part in making such arrangements.

15. FARE RULES

The fare rules which apply to your Ticket are included in AEGEAN’s conditions of contract and general conditions of Carriage and can be viewed here.

16. PERSONAL DATA

  • The Passenger accepts that his/her personal data will be used exclusively for making a reservation and issuing a Ticket, providing the Passenger with his/her transportation and any related services and facilities, accounting, billing and auditing, verifying and screening credit or other payment cards, immigration and customs control, safety, security, health, administrative and legal purposes, statistical analysis, marketing analysis, operating frequent flyer programmes, systems testing, maintenance and development, customer relations, helping AEGEAN in any further dealings with the Passenger and direct marketing and market research (marketing and market research to be only done at the Passenger’s request, consent or if AEGEAN gives the Passenger the opportunity to opt out).
  • Furthermore, the Passenger recognises and accepts that such data may be forwarded from and to AEGEAN’s offices and authorised agents to third parties, which are directly related to the purposes mentioned above, as well as to the relevant State authorities involved in the purposes referred to above. This may involve sending information outside the European Economic Area. Please see AEGEAN’s data protection policy here for more information.
  • AEGEAN shall book a flight if the Passenger provides his/her personal data to the extent prescribed by applicable laws. The personal data shall be processed using database servers that are located in Greece. When personal data are thus processed, they are transferred across the border.
  • AEGEAN shall process the Passenger’s personal data provided by the Passenger in accordance with applicable laws (including when booking a flight, ticketing, or changing the Carriage conditions, in the case of voluntary/involuntary cancellation of Carriage, or after termination of the air Carriage contract, upon the request of authorized state authorities).

17. PASSENGERS WITH A DISABILITY

  • A Passenger with a disability who requires any special assistance should inform the Carrier at the time of booking of his or her special The Carrier will carry such Passenger where arrangements have been made to provide for his or her special needs. If the Passenger does not inform the Carrier at the time of booking of his or her special needs, the Carrier will nevertheless use reasonable efforts to accommodate the Passenger’s special needs.
  • The Carrier reserves the right to redistribute seats at any time including the seat of a Passenger with a disability. If a Passenger with a disability requires a bulkhead seat as the Passenger’s disability causes the Passenger to be accompanied by an assistance dog in the cabin, and the Passenger requests a bulkhead seat, it will be provided to the Passenger if it is not already assigned to another Passenger with a disability. Assistance dogs will be carried free of charge save that the Carrier may make a charge if an adjacent seat has to be withdrawn from use to accommodate a Passenger with a disability and accompanying assistance dog.
  • The Carrier may require that a Passenger travels with an attendant if it is essential for safety or the Passenger is unable to assist in his or her own evacuation from the aircraft or the Passenger is unable to understand safety For clarity, AEGEAN will not charge the Passenger an additional fee for this service. Where a disabled person or person with reduced mobility is assisted by an accompanying person, this person is not entitled to travel free of charge but, subject to availability, AEGEAN will make all reasonable efforts to give the accompanying person a seat next to the disabled person or person with reduced mobility. There is no charge for transporting any assistive device, such as a wheelchair or a cane, and such assistive devices will not be counted towards a Passenger’s free Baggage allowance. On flights where medical oxygen is permitted, the Passenger will be charged for the service of medical oxygen (and the Passenger will be required to be accompanied by an attendant).
  • The Carrier reserves the right to cease accepting passengers who must travel on a stretcher on any.

18.1 PASSENGER RIGHTS UNDER EUROPEAN REGULATION (EC) 261/2004

Denied Boarding, Flight Cancellation and Delay: Notification of Passengers’ Rights to Compensation and Assistance under EC Regulation No 261/2004

AEGEAN makes every effort to operate without disruption to its published schedule of flights. If a flight operated by AEGEAN is delayed, cancelled or you are denied boarding, you may be entitled to compensation and assistance under EC Regulation No. 261/2004 (“Regulation 261”).

Eligibility

Regulation 261 is applicable to passengers who:

  • Depart from an airport located in the territory of an EU Member State or depart from a third country to an airport situated in an EU Member State, unless the passengers received benefits or compensation and were given assistance in the third country;
  • Have a confirmed reservation, i.e. a valid ticket (including an e-ticket) or other proof, which indicates that the reservation has been accepted and registered by AEGEAN or its authorized agent or have been transferred by an air carrier or tour operator from the flight for which they held a confirmed reservation to another flight;
  • Except in the case of cancellation, presented themselves for check-in at least 30 minutes prior to the scheduled time of departure;
  • Are not traveling free of charge or at a reduced fare, not available (directly or indirectly) to the public;
  • Have tickets issued under a frequent flyer programme or other commercial programme by AEGEAN or a tour operator.

Denied Boarding

When AEGEAN reasonably expects to deny boarding on a flight, it shall first call for volunteers to surrender their reservations in exchange for benefits under conditions to be agreed between the passenger concerned and AEGEAN. Volunteers shall be assisted (see Reimbursement or Re-routing below), such assistance being additional to these benefits.

If an insufficient number of volunteers come forward to allow the remaining passengers with reservations to board the flight, AEGEAN may then deny boarding to passengers against their will.

Under Regulation 261, “denied boarding” means a refusal to carry passengers on a flight, although they have presented themselves for boarding, under the conditions laid down (see Eligibility above), except where there are reasonable grounds to deny them boarding, such as reasons of health, safety, security or inadequate travel documentation.

If boarding is denied to passengers against their will, AEGEAN shall immediately compensate them (see Compensation below) and assist them (see Reimbursement or Re-routing and Right to Care below).

Cancellation

Where a flight operated by AEGEAN is cancelled, the passengers concerned shall:

1. Be offered assistance (see Reimbursement or Re-routing and Right to Care);
2. Have the right to compensation (see Compensation below), except where the flight is cancelled:

  • at least two weeks before the scheduled time of departure; or
  • between two weeks and seven days before the scheduled time of departure and are offered re-routing,
  • allowing them to depart no more than two hours before the schedule time of departure and to reach their final destination less than four hours after the scheduled time of arrival; or
  • less than seven days before the scheduled time of departure and are offered re-routing allowing them to depart no more than one hour before the scheduled time of departure and to reach their final destination less than two hours after the scheduled time of arrival.

When passengers are informed of the cancellation, AEGEAN will give an explanation concerning possible alternative transport.

Delay

The passengers shall be offered assistance in accordance with paragraphs “Right to Care” and “Reimbursement or Re-routing”, when AEGEAN reasonably expects a flight to be delayed beyond its scheduled time of departure:

  • for two hours or more in the case of flights of 1500 kilometres or less; or
  • for three hours or more in the case of all intra-Community flights of more than 1500 kilometres and of all other flights between 1500 and 3500 kilometres; or
  • for four hours or more in the case of all flights not falling under (a) or (b)

In addition, passengers may be entitled to financial compensation as per paragraph “Compensation”, if the flight is delayed more than 3 hours on arrival to their final destination.

Right to Care

Where a flight is:
1. Cancelled;
2. Denying boarding against a passenger’s will; or
3. Delayed as per the paragraph “Delay”

Passengers shall be offered, free of charge:
1. Meals and refreshments in a reasonable relation to the waiting time;
2. Hotel accommodation (where a stay of one or more nights becomes necessary or where a stay additional to that intended by the passenger becomes necessary);*
3. Transport between the airport and the place of accommodation (hotel or other)*;
4. Two telephone calls, telex or fax messages, or e-mails.
In cases of delay and cancellation (in the event of re-routing), hotel accommodation and transport is only applicable when the reasonably expected time of departure of the new flight is at least the day after the departure as planned for the delayed or cancelled flight.

Compensation

AEGEAN is not required to provide compensation if it can prove that the delay, the cancellation or the denied boarding is caused by extraordinary circumstances, which could not have been avoided even if all reasonable measures had been taken.

Such circumstances may, in particular, occur in cases of political instability, meteorological conditions incompatible with the operation of the flight concerned, security risks, unexpected flight safety shortcomings which are beyond the control of Aegean Airlines, strikes or other collective disputes outside Aegean Airlines that affect the operation of an operating carrier.

Where applicable, passengers shall receive compensation amounting to:

  • €250 for flights of 1500 km or less;
  • €400 for flights within the EU of more than 1500 km and for all other flights between 1500 km and 3500 km;
  • €600 for all flights not falling under either of these categories

AEGEAN shall reimburse the passengers concerned in cash, by electronic bank transfer, bank orders or bank cheques or, with the signed agreement of the passenger.

AEGEAN may reduce by 50% the amount of compensation that it is required to pay to the passengers concerned, when passengers are offered re-routing to their final destination on an alternative flight and the arrival time of which does not exceed the scheduled arrival time of the flight originally booked by:

  • Two hours for flights of 1500 km or less;
  • Three hours for all flights within the EU of more than 1500 km and for all other flights between 1500km and 3500 km; or
  • Four hours for all other flights not falling under either of these categories.

Reimbursement or Re-routing

Where applicable, passengers shall be offered the choice between:

1. Reimbursement within 7 days of the full cost of the ticket at the price at which it was bought for the part or parts of the journey not made and for the part or parts of the journey already made if the flight is no longer serving any purpose in relation to the passenger’s original travel plan, together with, when relevant, a return flight to the first point of departure, at the earliest opportunity; or
2. Re-routing, under comparable transport conditions, to their final destination either at the earliest opportunity or at a later date at the passenger’s convenience, subject to availability of seats.

Persons with Reduced Mobility or Special Needs

Where applicable, AEGEAN shall give priority to the needs of persons with reduced mobility and any persons or certified dogs accompanying them, as well as unaccompanied children. In cases of denied boarding, cancellation and delays of any length, persons with reduced mobility and any persons accompanying them, as well as unaccompanied children, shall have the right to care (see Right to Care above) as soon as possible.

Downgrading

If AEGEAN places a passenger in a class lower than that for which the ticket was purchased, AEGEAN, shall within 7 days, reimburse the following percentages of the price of the ticket:

  • 30% for all flights of 1500 km or less;
  • 50% for all flights within the EU of more than 1500 km, except flights between the EU Territory of the Member States and the French overseas departments, and for all other flights between 1500 and 3500 km; or
  • 75% for all flights not falling under either of these categories.

Making a Claim

This notice sets out the applicable rules for compensation and assistance under Regulation 261: it does not create any new rights. Regulation 261 is without prejudice to a passenger’s right to further compensation. If you are in any doubt as to your rights, you should take independent professional legal advice.

If you wish to make a claim, please contact Aegean Airlines Customer Relations:

  • Via Aegean official website: www.aegeanair.com → Help & Contact → Email
  • Via Fax: +30 2103550188

Contact details of the National Enforcement Body:

The body responsible for the enforcement of Regulation 261 in respect of flights from an airport in Greece and flights from a third country to an airport in Greece is the Hellenic Civil Aviation Authority, whose contact details are below:

Hellenic Civil Aviation Authority
Air Transport and International Affairs Division
Postal address: P. O. Box 70360, 166 10
Glyfada, Attica, GREECE
Telephone: 210 8916000
E-mail: ypa@hcaa.grprotocol@hcaa.gr
Fax: 210 8947101
Site: http://www.ypa.gr/en

If a passenger has a complaint about a flight operated by AEGEAN, that passenger may complain to the Hellenic Civil Aviation Authority or any other competent body designated by a Member State, about an alleged infringement of Regulation 261 at any airport on the territory of a Member State or concerning any flight from a third country to an airport in that territory.

Please click here for a list of the National Enforcement Bodies and their contact details.

18.2 Passenger Rights under Israel’s Aviation Services Law

Notice of your rights in the event of denied boarding, flight delay or flight cancellation

This notice contains important information about your rights under Israel’s Aviation Services Law (Compensation and Assistance for Flight Cancellations and Changes in Conditions), 5772-2012 (the “ASL”). The rights referred to in this document apply in the following circumstances:

  • You have a confirmed reservation on a flight operated by the Airline purchased at a fare available directly or indirectly to the
    general public; and
  • (except in the case where your flight has been cancelled) you have presented yourself for check-in before the Check-In Deadline as specified by us in our General Terms & Conditions of Travel or related regulations; and
  • You are traveling on a flight departing from an airport in Israel or a flight arriving at an airport in Israel (unless it is evident that you received benefits or compensation and were given assistance in such other country and that those benefits, compensation and assistance directly correspond to your entitlement under ASL); and
  • You have not been denied boarding by reason of a matter set out in our General Terms & Conditions of Travel or related regulations; and
  • You have been denied boarding involuntarily or your flight is delayed by more than two hours beyond its scheduled departure time or cancelled.


DENIED BOARDING

The Airline, as a policy, does not overbook its flights. However, in the unlikely event that a seat is not available for a passenger with a
confirmed reservation, we will seek volunteers to surrender their seats in exchange for benefits that we and the volunteer may agree
upon before involuntarily denying boarding to other passengers. If there are insufficient volunteers and we deny you boarding
involuntarily, you are entitled to the relevant rights set out in this chapter (same as in the event of flight cancelation), unless your
boarding has been denied in circumstances where there are reasonable grounds to deny boarding such as reasons of health, safety,
security or inadequate travel documentation.

FLIGHT DELAY BETWEEN 2 AND 8 HOURS

If we reasonably expect your flight to be delayed for two hours or more, but less than 8 hours, beyond its scheduled time of departure,
you are entitled to the relevant rights set out in paragraph 3 of this document.

FLIGHT CANCELLATION AND DELAYS BY MORE THAN 8 HOURS


If your flight is cancelled, was brought forward, or delayed by more than 8 hours, you are entitled to the rights set out below (see following sections 1.; 2.; and 3.). As regards your right to compensation, please note that the Airline is entitled to refuse compensation when (the “Exemptions”):

  • You are informed of the cancellation at least two weeks before the scheduled time of departure; or
  • You are informed of the cancellation between two weeks and seven days before the scheduled time of departure and are
    offered re-routing, allowing you to depart no more than two hours before the scheduled time of departure and reach your
    final destination less than four hours after the scheduled time of arrival; or
  • You are informed of the cancellation less than seven days before the scheduled time of departure and are offered re-routing,
    allowing you to depart no more than one hour before the scheduled time of departure and to reach your final destination
    less than two hours after the scheduled time of arrival; or
  • The cancellation is due to extraordinary circumstances which were not under the Airline’s control even if the Airline had done
    whatever was under its control; the flight was cancelled due to strike or a protected work-by-rule strike; the flight has been
    cancelled in order to prevent the desecration of the Sabbath or a Jewish holiday.
  • The aforementioned provisions do not apply if you refuse to fly on the alternative flight because the alternative flight was not
    offered to your travel companion(s) or for reasons of security, religion or medical limitations.


1. RIGHT TO COMPENSATION

If you are involuntarily denied boarding or your flight is cancelled or delayed by eight or more hours with respect to the scheduled departure time, you are entitled to receive, subject to the Exemptions provided hereinabove, the following amount from us:

A. NIS 1,390, in respect of all flights of 2,000 km or less; or
B. NIS 2,220 in respect of all flights between 2,000 km and 4,500 km; or
C. NIS 3,340 in respect of all flights over 4,500 km

The foregoing compensation will be reduced by 50% provided that the delay in the landing time at the final destination compared with the original landing time does not exceed the scheduled arrival time of the flight originally booked by 4 hours (flights falling under A), 5 hours (flights falling under B) or 6 hours (flights falling under C). Compensation, if due, will be made within 45 days of receipt of a written request to Customer Relations. Compensation will be made by bank transfer or check, or by other means as agreed to in writing by the passenger.

2. RIGHT TO REIMBURSEMENT OR RE-ROUTING

If you were denied boarding or your flight is cancelled or delayed at least 8 hours, you may choose between:

a) Reimbursement in the amount paid for the flight ticket, including fees, levies, taxes and other obligatory payments within 21 days
of receipt of written application Replacement flight ticket to your final destination; or
b) re-routing, under comparable transport conditions, to your final destination at the earliest opportunity; or
c) re-routing, under comparable transport conditions, to your final destination at a later date at your convenience, subject to
availability of seats.

If your flight is delayed by at least five hours and you elect not to travel, you are entitled to receive reimbursement as set out in point (a)
above, together with, when relevant, a return flight to the first point of departure, at the earliest opportunity.
If you do not wish to continue with your initial travel plans when there is a delay of at least 5 hours, you may choose reimbursement or
rerouting. However, if the flight’s delay is due to a protected strike, you will only be entitled to reimbursement; and a) and b) above.
Where it is not feasible for the Airline to arrange the care set out above, it will reimburse you for your reasonable receipted expenses
upon application to Customer Relations.

Reimbursement in the amount paid for the Flight Ticket, including fees, levies, taxes and other obligatory payments within 21 days of
receipt of written application.

3. RIGHT TO CARE

The assistance as described in this section is provided in the event that a flight time of departure is delayed by at least two hours from
the scheduled departure.

If the Airline expects a flight to be delayed by at least 2 hours you will be offered free of charge:
a) meals and refreshment vouchers in reasonable relation to the waiting time, as long as it will not further delay the departure of the
aircraft;
b) two telephone calls, telex or fax messages or e-mails;
If the Airline expects a flight to be delayed by 5 hours and less than 8 hours, you will also be offered free of charge, if applicable:
c) hotel accommodation in cases where a stay of one or more nights becomes necessary, or where a stay additional to that intended
by you becomes necessary;
d) transport between the airport and place of accommodation (hotel or other).

4.CHANGES TO THE TERMS

If you are placed in a higher class of service than that stipulated on the Flight Ticket, you will not be subject to any extra charges nor are you entitled to any monetary compensation. If you are involuntarily placed in a lower class of service than that stipulated on the Flight Ticket, you will receive reimbursement of 100% of the price of the ticket for all flight segments longer than 4500 km. For flight segments less than 4500 km, the Airline will pay an amount equal to the flight fare paid, multiplied by the ratio between the affected flight distance and the total flight distance.

This Notice is required by Israel’s Aviation Services Law (Compensation and Assistance for Flight Cancellations and Changes in
Conditions), 5772-2012; Any legal claim or action taken in the event of a dispute should be based solely on the legal text of the Law.

Notice according to the Israeli Consumer Protection Law

According to Israeli Consumer Protection Law (“CPL”), 5741-1981.

Any transaction carried out in a “long-distance sales transaction” (according to the definition of this term under the Israeli CPL) can be cancelled within fourteen (14) days of the date of the transaction, or as of the date of receiving the transactions’ summary document whichever is the later, and no less than seven (7) days, not being days of rest, prior to the departure date of the first flight on your itinerary. Subject to the provisions of the Law.

Ιf you are a consumer who is “disabled”, “senior citizen” or “new immigrant”, as these terms are defined under the CPL, you can cancel a “long-distance sales transaction” within four (4) months as of the date of the transaction, or as of the date of receiving the transactions’ summary document (as required under the CPL) and no less than seven (7) days, not being days of rest, prior to the departure date of the first flight on your itinerary.

This will apply solely on transactions which included a conversation between yourself and the seller (including a conversation by means of electronic communication). Kindly note that we are entitled to demand documentation to verify your status.

When a cancellation is being made according to the provisions of the CPL as stipulated above, the cancellation fee shall be equal to the lesser between 5% or NIS 100.

When a cancellation under the provisions of the CPL is a result of non-conformance, failure to provide the service at the scheduled date or due to any other alleged breach of contract – you will be entitled to receive a full refund within 14 days from the cancellation notice.

A “long distance transaction” can be cancelled through each of the following methods:

  • Orally, through our Call Center, at the telephone number +30 210 6261000
  • Via Aegean official website: www.aegeanair.com → Help & Contact → Email
  • By Fax: not available;

The cancellation notice must contain the name of the customer and the identification number.

Refund of unused Taxes and Charges

Please note that in respective of the mentioned Rights to Ticket Cancellation according to the Israel Consumer Protection Law, you may be entitled to a refund of Taxes and Charges in case of unused Tickets.


D. USE OF AEGEAN’S WEBSITE IS SUBJECT TO THE FOLLOWING WORDING:

WEBSITE CONDITIONS

General conditions of carriage for cargo here.

Legal Notice

This Web site is offered to the User conditioned on acceptance by the user (“User”) without modification of the terms, conditions, and notices contained herein. By accessing and using this Web site, the User is deemed to have provided its permission – pursuant to Law No 2472/97 – for the use, processing and further forwarding in Greece and abroad of all personal data related to him/her and kept by the company and to have agreed to all such terms, conditions, and notices as specified herein below.

Copyright and Trademark Notice

All contents of the Web site are Copyright © 2000 Aegean Airlines S.A. and/or its suppliers, Βuilding 57, Athens Internantional Airport, Artemida, Spata, Attiki, Greece. All rights reserved. This web site for the User’s personal, noncommercial use. User may not modify, copy, distribute, transmit, display, perform, reproduce, publish, license, create derivative works from, transfer, or sell any information, software, products or services obtained from this Web site. Aegean Airlines, Aegean Aviation referenced herein are services marks or registered services marks of Aegean Airlines S.A. Other product and company names mentioned herein might be trademarks of their respective owners.

Exemption of liability

This website has been produced in good faith by Aegean Airlines S.A., which makes every effort to avoid any error which may appear in the contents of this website. Notwithstanding the above, in no case shall contracts that already exist between Aegean Airlines and its customers be affected, except in cases of fortuitous events or force majeure.

The above does not imply recognition of responsibility by Aegean Airlines.

Disclaimer

Schedules are subject to change. When, for any reason, your flight is affected by a change to the scheduled routing, Aegean Airlines will provide you, as soon as possible, at the airport or on board the aircraft, with the most accurate and up-to-date information available and will provide regular updates. If we have sufficient advanced warning of a situation prior to the scheduled flight departure time, our staff or agents will try to give you details of the circumstances, via the telephone number or email given when making the reservation and will suggest alternatives to your planned trip. For air safety reasons, generally due to meteorological conditions, your flight may be diverted from the scheduled route and land at a different airport. Should this occur, the crew will inform you via the public address system. On arrival at the airport, our staff or agents will give you any assistance in transferring you to your final destination as quickly as possible. The above does not imply recognition of responsibility by Aegean Airlines.

Limitation of Liability

Subject to applicable law, under no circumstances, including, but not limited to negligence, shall Aegean Airlines be liable for any special or consequential damages that result from the use of, or the inability to use, the materials in this Web Site, even if Aegean Airlines or an Aegean Airlines authorized representative has been advised of the possibility of such damages. In no event shall Aegean Airlines’ total liability to you for all damages, losses, costs and expenses under whatever causes of action, whether in contract, tort or otherwise exceed the amount paid by you, if any, for accessing this Web Site. Any Aegean Airlines publication may include technical inaccuracies or typographical errors. Changes may be made to these publications from time to time and incorporated in new editions of these publications. At any time without notice, these publications are subject to improvements and changes in service by Aegean Airlines.

Modifications

Aegean Airlines reserves the right to make any and all changes to this website. Said changes and modifications will not affect contracts that Aegean Airlines has already completed with its customers, without prejudice to any modifications that may be mutually agreed on fortuitous events and force majeure. Aegean Airlines reserves the right to deny access to this Web Site to anyone at any time.

On-line reservations & Electronic Tickets

User represents and warrants that he or she is at least 18 years of age and possesses the legal right and ability to enter into this Agreement and to use this Web site in accordance with all terms and conditions herein. User agrees to be financially responsible for all use of this Web site (as well as for use of User’s account by others, including without limitation minors living with User). User agrees not to assign, transfer or sublicense User’s rights pursuant to this Agreement. User may allow other members of User’s household to use this Web site under User’s name or account, provided that User hereby agrees to pay all charges that they incur and to be responsible for all other aspects of their usage. User agrees to supervise all usage by minors of this Web site under User’s name or account.

The On-line Reservation and E-ticketing feature of this Web site is provided solely to permit User to determine the availability of travel related goods and services, to make legitimate reservations or otherwise transact business with suppliers, and to issue Electronic Tickets.

Without limitation, User shall not make any speculative, false or fraudulent reservation or issuance of Electronic Ticket. User agrees that the travel services reservations facilities of this Web site shall be used only to make legitimate reservations or purchases for User or for another person for whom User is legally authorized to act. User agrees to abide by the terms or conditions of purchase imposed by any supplier with whom User elects to deal including, but not limited to, payment of all amounts when due and compliance with all rules regarding availability of fares, products or services. User shall be completely responsible for all charges, fees, duties, taxes and assessments arising out of the use of this Web site.

Web Compatibility

To view this site, Aegean Airlines requires the following JavaScript enabled browsers:

  • IE 10.0 +
  • FIREFOX 28 +
  • SAFARI (OS X8 +)
  • CHROME 31 +

Security

We use industry’s recognised standards, the latest SSL (Secure Socket Layer) technology, in transaction security to protect the information you provide when you purchase on Aegean Airlines. This required that the User must use version 4.0 or higher of Netscape or Microsoft browser. The User is advised that this is a mandatory requirement of booking on Aegean Airlines online. When these types of measures are taken, shopping online is safe and secure.

Links to Third Parties’ Web Sites

This web site may contain links and pointers to Internet sites maintained by third parties. Aegean Airlines does not operate or controls in any respect any information, products or services in such third party sites. Third party links and pointers are included solely for the convenience of Users and do not constitute any endorsements by Aegean Airlines. User assumes sole responsibility for use of third party links and pointers.

Privacy Policy

Please see AEGEAN’s data protection policy here.

MCP terms & conditions

  • Prices are in EUR. If you wish to pay in another currency, you can select the currency you prefer from the dropdown menu.
  • The Currency Conversion option is available when booking on aegeanair.com, olympicair.com or through the Aegean App.
  • It is only offered on new bookings. Later changes or additions, if any, will be calculated based on the original currency (EUR).
  • The Currency Conversion option is not available for the following additional services: Travel insurance, airport parking and rent a car.
  • The different currencies offered are the following: Euro EUR, British Pound GBP, Australian Dollar AUD, Canadian Dollar CAD, Swiss Franc CHF, Danish Krone DKK, Swedish Krona SEK, US Dollar USD, Israel Shekel ILS, United Arab Emirates dirham AED, Brazilian real BRL, Norwegian krone NOK, Russian ruble RUB, Saudi riyal SAR, Turkish lira TRY, Polish zloty PLN.
  • Visa, Mastercard and Maestro card payments support the Currency Conversion option.
  • When Currency Conversion is selected, the following services are not offered: Promocode usage, “Hold my booking” and miles redemption for additional services.

Complaints

If a Passenger has a complaint, that Passenger should contact AEGEAN in the first instance:

1. in writing: Aegean Airlines Customer Relations Department at Building 57 at Athens International Airport, 190 19, Spata, Artemida Attikis, Greece;
or 2. by e-mail: contact@aegeanair.com;
or by telephone: +30 210 3550300 (Monday to Friday, 09:00 – 17:00 local time) by Fax: +30 210 3550188

What if AEGEAN is unable to resolve your complaint?

An Online Dispute Resolution platform (ODR platform) has been set up by the European Commission: http://ec.europa.eu/consumers/odr/ which provides easy access to alternative dispute resolution (ADR). Please note, AEGEAN is not currently subscribed to an approved ADR scheme therefore neither the ODR platform nor any approved ADR providers will be able to accept your complaint. You can log your complaint with CAA’s Passenger Advice and Complaints Team (PACT) by completing the online complaint form via the CAA website: www.caa.co.uk/passengercomplaints. Under the subtitle ‘How the CAA can Help’, you will need to click on the link ‘Refer your complaint to us’. You can then access the CAA’s consumer portal where you can submit your complaint to PACT.

If court proceedings are necessary, Oracle Solicitors & Consultants Ltd is authorised to accept service of court proceedings in England or Wales on behalf of Aegean Airlines SA. Under rule 6.7 of the Civil Procedure Rules, which govern the conduct of court proceedings in England and Wales, the Claim Form must be served at: Oracle Solicitors & Consultants Ltd, Aviation House, 125 Kingsway, London WC2B 6NH.

*Please note that all exchange rates are the rates as at November 2017. More information on the SDR rate can be found  here.