Passengers' rights

Denied boarding,
cancelled or delayed flight.

Welcome to Vueling Denied boarding

1. Conditions for passengers who are denied boarding
Our main goal is to offer you excellent service. To that end, safety,
reliability and punctuality are of the utmost importance. In the event of overbooking, and providing the passengers have
completed the check-in procedures within the minimum required
Air transport is conditioned by many factors that may hamper our time frame, Vueling shall call for volunteers to surrender their
operations and everyone at Vueling has an ongoing duty to ensure confirmed reservations in exchange for mutually agreed benefits
that such factors do not inconvenience you during the journey. as well as the assistance specified in Article 1.2.

Occasionally, situations may arise whereby we are unable to let If an insufficient number of volunteers comes forward and boarding
you board the flight for which you have a confirmed booking has to be denied to passengers against their will, such passengers
(denied boarding) or, due to exceptional circumstances, we are shall be entitled to compensation and assistance.
forced to cancel your flight or it is delayed by more than two
hours. Whenever there is due reason to deny boarding, such as health or
safety reasons or lack of travel documents, passengers shall not be
In all such exceptional circumstances, Vueling will offer you entitled to any kind of compensation and/or assistance.
assistance and, when appropriate, compensation, depending on
the specific circumstances in each case. In this leaflet, you will find 1.1 Compensation for denied boarding.
more information * about such aspects, which you can also access
on our website www.vueling.com. The corresponding regulatory compensation shall be:

We sincerely apologise for any inconvenience we may be causing A. €250* for all flights of 1500 km or less
you. Rest assured we are doing everything in our power so that B. €400* for all intra-Community flights of more than 1500 km,
your journey is completed under the best possible conditions. and for all other flights between 1500 and 3500 km
C. €600* for all flights of more than 3500 km
Many thanks for choosing Vueling.
* Compensation shall be reduced by 50% whenever the alternative arrival time of the
Vueling, Europe's first new generation airline flight does not exceed:
• 2 hours (flights included in (A))
*Note: This information is required by Regulation CE261/2004 of the European • 3 hours (flights included in (B))
Parliament and the Council of the European Union. • 4 hours (flights included in (C))

General Considerations: 1.2 Assistance for denied boarding

Regulation (EC) 261/2004 of the European Parliament and Passengers shall be offered the choice between:
Council, of 11 February 2004, in force since 17 February 2005,
lays down common rules for Airlines in relation to passenger a. Re-routing, under comparable transport conditions, to their
compensation and assistance in the event of denied boarding or if final destination at the earliest opportunity or at a later date at the
their flight is cancelled or they face a long delay. passenger's convenience, subject to availability of
seats.
This Regulation is applicable:
b. Reimbursement, within seven days, of the part or parts of the
Whenever passengers have a confirmed reservation on the flight journey not made, of the part or parts already made if the flight is
concerned and, except in the case of cancellation, present them- no longer serving any purpose, and a return flight to the first point
selves for check-in at the time indicated in advance or, if no time is of departure.
indicated, not later than 45 minutes before the published departu-
re time: Passengers shall also receive, free of charge:

• It shall not apply to passengers travelling with a company ticket • Meals and refreshments in a reasonable relation to the waiting time.
or at a reduced fare not available directly or indirectly to the • Two telephone calls, telex or fax messages, or emails.
public. • If it is necessary to wait overnight: accommodation, when appro
priate, and transport between the airport and the place of accom
As is always the case at Vueling, operating air carriers shall give modation.
priority to carrying persons with reduced mobility and any
persons accompanying them, as well as unaccompanied children.
 Passengers' rights
Denied boarding,
cancelled or delayed flight.

2. Flight cancellations 3. Flight delays

2.1 Compensation for cancellation 3.1 Assistance for a delay

The Regulation stipulates that the operating air carrier is under no Whenever Vueling expects a delay of:
obligation to pay passengers compensation:
• At least two hours on flights of up to 1500 km.
• If it can prove that the cancellation is caused by extraordinary • At least three hours on intra-Community flights of more than
circumstances which could not have been avoided even if all 1500 km and on all other flights of between 1500 and 3500 km.
reasonable measures had been taken (cases of political instabili- • At least four hours on all other flights.
ty, meteorological conditions incompatible with the operation
of the flight concerned, security risks, unexpected flight safety Passengers shall be offered, free of charge:
shortcomings and strikes that affect the operation of an opera-
ting air carrier). • Meals and refreshments in a reasonable relation to the waiting
time.
• If passengers are informed of the cancellation between two • Two telephone calls, telex or fax messages, or emails.
weeks and seven days before the scheduled time of departure • If it is necessary to wait overnight: accommodation, when appro-
and are offered re-routing, allowing them to depart no more priate, and transport between the airport and the place of accom-
than two hours before the scheduled time of departure and to modation.
reach their final destination less than four hours after the
scheduled time of arrival. If the delay is longer than five hours, passengers shall be entitled to
opt for a reimbursement, within seven days, of the part or parts of
• If passengers are informed of the cancellation less than seven the journey not made, of the part or parts already made if the flight
days before the scheduled time of departure and are offered is no longer serving any purpose, and a return flight to the first
re-routing, allowing them to depart no more than one hour point of departure.
before the scheduled time of departure and to reach their final
destination less than two hours after the scheduled time of In accordance with the case law of the Court of Justice of the
arrival. European Communities (CJEC), passengers may invoke the right
to be economically compensated as per the amounts established in
If none of the above circumstances apply, passengers with a Regulation CE 261/04 whenever a passenger suffers a loss of
confirmed reservation for a cancelled flight shall be entitled to: time equal to or greater than three hours in relation to their arrival
at their final destination. The operating air carrier shall not be
A. €250* for all flights of less than 1500 km obliged to pay compensation if it can prove that the cancellation is
B. €400* for all intra-Community flights of more than 1500 km caused by extraordinary circumstances which could not have been
and for all other flights between 1500 and 3500 avoided even if all reasonable measures had been taken.
C. All other flights not included in the above points 600€*

Compensation shall be paid by electronic bank transfer. In order

to process your compensation, please use the "Contact us" feature In accordance with Article 14.2 of Regulation CE 261/04, we
on our website www.vueling.com. hereby inform you that the State Agency that oversees compliance
with the Regulation is the Spanish Aviation Safety Agency, the
2.2 Assistance for cancellation official address of which is:

Passengers shall be offered the choice between: Sección de Atención al Usuario

Avda. General Perón 40, Acceso B
a. Re-routing, under comparable transport conditions, to their final (Recepción planta 1ª)
destination at the earliest opportunity or at a later date at the CP28020
passenger's convenience, subject to availability of seats. Madrid
http://www.seguridadaerea.es/
b. Reimbursement, within seven days, of the part or parts of the
journey not made, of the part or parts already made if the flight is We sincerely apologise for any inconvenience we may have
no longer serving any purpose, and a return flight to the first point caused you. If you have any concerns, please contact our Customer
of departure. In addition, passengers shall receive the correspon- Services.
ding assistance.