ENAC

ENAC notice to passengers involved in the disruptions caused by the cloud of volcanic ash

The cloud produced by the eruption of the "Grimsvotn" Icelandic volcano is causing disruption to a certain number of flights. Due to the uncertainty over the volcano's eruption and changing weather conditions, it is difficult to predict which flights may be canceled or significantly delayed in the forthcoming days.

In view of that, we (ENAC) give some advice to passengers:

• before you leave for the airport, check always with your airline or tour operator if the flight is regularly operated. Airlines websites are often the best way to find this information
• if, on the contrary, your flight is cancelled, EU law gives you the right to a refund of the ticket or to be reroute to your final destination as soon as possible. This could also include transfers by other means of transport: bus or train. You will also be entitled to a refund of your ticket if the flight is delayed for more than 5 hours and you decide not to travel. Note thoroughly that, if you accept a refund of the ticket, the airline's obligations to you generally end at that moment. If you choose an alternative solution on your own, you must inform the airline first
• if your flight is delayed at an EU airport, your airline is required to provide you with assistance which includes meals and refreshments in relation to the waiting time and - in case you need an overnight stay - adequate hotel accommodation
• some airlines may suggest you to to cover on your own the costs for meals and lodging. In this case it is advisable to keep expenses to an reasonable minimum and keep all of your receipts so that you can then claim from the airline the reimbursement.
• if the flight departs, but you choose not to travel or miss your flight, it is likely that you will not have right to a refund. The conditions on cancellation, however, may vary between operators, and you should always check the travel conditions signed with the airline, tour operator or travel agent.
• if disruption is caused by an event over which the airline has no control (such as the volcanic cloud), it is expected you are not entitled to compensation, whilst you are entitled to a refund or a rerouting to the final destination and assistance (as outlined above).

Further information on passenger rights can be found on this website at the section Passenger Rights.

Page updated on May 25th, 2011