Passenger′s rights

Passengers rights

Dear passengers, you have more rights, in the situations when the outbound flights from the Republic of Moldova are not operated according to the timetable (MO 237-241 from 16.11.2012).

These rights should be applied when your schedule is disrupted due to delays, cancellations and the overbooking of the available seats, in the following cases:

  • if you take off from the Republic of Moldova with any airline, or
  • land in the Republic of Moldova, with an airline which has its headquarters in Moldova.

Reimbursement of costs/another way of transportation

You are not allowed to embark, your flight is cancelled, or there are overbooking of the available seats? In such cases you can:

  • Either continue your travel using another comparable mean of transportation, offered by the airline,
  • Or to get the reimbursement of the air ticket cost, and if applicable, to make use of transport, free of charge, back to the departure point.

In case of long delays you have the right to be indemnified the cost of the ticket in the event that your flight is delayed for more than 5 hours. From the moment you accept the option of the reimbursement, the airline is disengaged from the insurance of the continuation of your travel or other support.

The airline is obliged to inform you regarding the rights you have and the reasons concerning the refusal to embark, the cancellation of the flight and its extended delay (on the whole this means any delay which exceeds 2 hours, except the flights on the distances over 3500 km, when the delays up to 4 hours are acceptable).

Accommodation and food

Depending on the distance of the flight and the duration of the delay the passengers are entitled to be offered food and drinks, to have access to the means of communication (e.g. one phone call free of charge) and finally accommodation.

Compensation for losses

If you are denied embarkation, your flight is cancelled or the aircraft arrives at the destination point with a delay of more than 3 hours, you can get a compensation amounting 250 up to 600 Euros depending on the covered distance.

Flight between the airport from the Republic of Moldova and the airport outside it:

  • less than 1500 km: 250 Euro;
  • between 1501 km and 3500 km: 400 Euro;
  • more than 3500 km: 600 Euro.

The distance shall be calculated from the airport you were denied embarkation, which can be different from that one you started your flight.

If the airline offers you an alternative flight, with a similar schedule, the compensation may be reduced by 50%.

You are not entitled to compensation for losses for the flight cancelation in the following cases:

  • when the flight was canceled as a result of an emergency or poor weather conditions, or
  • when you were informed of the flight cancelation two weeks before the date of departure, or
  • when you were provided an alternative flight according to the same route, with the similar schedule.

Even taking into account the fact that you are not entitled to compensation due to the emergency, the airline must provide you the following options:

  • reimbursement of the ticket price (in full amount or corresponding to the flight segment which were not covered);
  • another way of traveling to the point of destination, at the earliest opportunity;
  • a flight booked on the date chosen by the passenger, subject to availability.

Also the air operator shall provide you the necessary assistance during the time of waiting of another way of transportation.

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