Delays and Cancellations
Delays
Occasionally delays occur despite Adria's best efforts. According to information from September 2005 from the Association European Airlines, 20 percent of all flights in Europe are delayed.
There are various reasons for delays, which can occur because of airport procedures (safety, border and customs inspections, flight control procedures and waiting for an available runway), late arrivals of aircraft from other airports, poor weather and so on.
Compensation for Minor Delays
When we are able to determine that a flight will be delayed:
- two hours or more for a flight of 1,500 km or less;
- three hours or more for any flight within the EU of more than 1,500 km and for any other flight of 1,500 to 3,500 km; or four hours or more for any other flight.
We will offer you free:
- meals and refreshments in proportion to the time you wait;
- two telephone calls, telexes, faxes or e-mail messages.
Compensation for Major Delays
When we are able to determine that a flight will be delayed for a day or more beyond its scheduled departure, in addition to the above we will also provide:
- hotel accommodations;
- transportation from the airport to the accommodation (hotel or other accommodation).
When a flight is delayed at least five hours and you decide not to travel, in addition to the above we will refund (cash, electronic bank transfer, bank credit transfer or bank cheque or, at your written request, traveller's cheque and/or other type of service) the entire price of your airline ticket at the purchase price within seven days for the part or parts of your trip that you did not take, as well as for the part or parts of your trip that you did take if it is no longer reasonable to fly to your originally intended destination and, as soon as possible, a return flight to your first point of departure when necessary.
This assistance will be provided to you within the stated timeframes in accordance with the distance classes cited.
You are entitled to this assistance regardless of any other rights that you receive in line with valid legal provisions (including Directive 90/314 on Package Travel) for additional compensation, although such assistance may be subtracted from this additional compensation.
More Information
Read our official notice, which is required in line with EC Regulation 261/2004 of the European Parliament and the Council of Europe:
European Commission's Your Passenger Rights at Hand campaign.
Flight Cancellations
If Adria Airways cancels a flight, travellers are entitled to compensation and assistance in certain circumstances.
When are you entitled to compensation?
You are entitled to assistance and compensation in the following cases:
- for cancellation of a flight that we planned to operate on which at least one seat was reserved;
- for flights from airports in the European Union and flights from third-country airports to airports in the European Union that are operated by European Union airlines (unless you have received a benefit or compensation, or assistance, in a third country);
- under the condition that you have a confirmed reservation on the flight in question;
- only for passengers who travel at a ticket price that is directly or indirectly available to the public or with airline tickets issued as part of a frequent flyer programme or other marketing programme.
Compensation and Assistance
If the above circumstances apply, you will be provided with one of the following forms of assistance:
- refund (cash, electronic bank transfer, bank credit transfer or bank cheque or, at your written request, traveller's cheque and/or other type of service) within seven days for the entire price of your airline ticket at purchase price within seven days for the part or parts of your trip that you did not take, as well as for the part of parts of your trip that you did take if it is no longer reasonable to fly to your originally intended destination and, as soon as possible, a return flight to your first point of departure when necessary;
- a change of itinerary to your final destination under comparable travel conditions as soon as possible;
- a change of itinerary to your final destination under comparable travel conditions at the date most suitable to you with respect to seating availability.
We will also offer you free:
- meals and refreshments in proportion to the time you wait;
- two telephone calls, telexes, faxes or e-mail messages.
In the case of a change of itinerary due to a flight cancellation if the anticipated departure time is determined to be at least one day later than the scheduled departure time, you will also be offered:
- hotel accommodations if necessary:
- one or more nights; or
- additional nights in addition to the nights that you planned; and
- transportation from the airport to the place of overnight accommodation (hotel or other accommodation).
You are entitled to compensation:
- for any flight of 1,500 km or less: €250;
- for any flight within the European Union of more than 1,500 km and for any other flight of 1,500 to 3,500 km: €400;
- for any flight that does not fall into the categories above: €600.
If we offer you a change of itinerary to your final destination through another flight, as described above, and your arrival time when flying on the changed itinerary does not exceed the scheduled arrival time of the reserved flight:
- by at most two hours for any flight of 1,500 km or less; or
- by three hours for any flight within the European Union of more than 1,500 km and for any other flight of 1,500 to 3,500 km; or
- by four hours for any flight that does not fall into the categories above.
The compensation stated above may be reduced by 50 percent.
For the purposes described above, the expression "final destination" is the destination marked on the airline ticket presented at the flight check-in counter, or the destination of the final flight in the case of direct connections. Other connecting flights that are available will not be considered if the original scheduled arrival time is observed.
You are entitled to this assistance regardless of any other rights that you receive in line with valid legal provisions (including Directive 90/314 on Package Travel) for additional compensation, although such assistance may be subtracted from this additional compensation.
When are you not entitled to compensation and care?
You are not entitled to compensation and care under the following circumstances:
- if you were notified of the flight cancellation at least two weeks before the scheduled departure;
- if you were notified of the flight cancellation one to two weeks before the scheduled departure and you were offered a changed itinerary that would enable you to depart no more than two hours earlier than the scheduled departure and arrive at your destination with less than a four-hour delay;
- if you were notified of the flight cancellation fewer than seven days before the scheduled departure and you were offered a changed itinerary that would allow you to depart no more than one hour earlier than the scheduled departure and arrive at your destination with less than a two-hour delay;
- whenever it can be shown that the flight cancellation was due to circumstances that were unavoidable no matter what reasonable measures were taken.
More Information
Read our official notice, which is required in line with EC Regulation 261/2004 of the European Parliament and the Council of Europe:
Complaints
If you feel that we have not properly met our obligations under the EC Regulation, you can contact the proper authorities authorised at the national level in Slovenia for implementation of the Regulation in all individual cases:
Ministry of Transport, Civil Aviation Directorate,
Langusova 4, SI - 1535 Ljubljana
Tel. : +386 4 206 15 85; +386 1 47 34 600
Fax : +386 1 43 16 035
You can also contact our Passenger Relations Centre directly:
Adria Airways, Passenger Relations Centre
Zgornji Brnik 130h, 4210 Brnik-Aerodrom, Slovenia
Tel.: +386 1 369 1133
Fax: +386 4 25 94 573
E-mail: prc@adria.si