According to the order №122 of the Director of the Civil Aviation Agency of July 17, 2012, on the approval of the rules for providing compensation and assistance to passengers in case of denied boarding, flight cancellation, or long delay, passengers have the following rights:
In case of denied boarding:
First, volunteers should be identified, and the airline should give the passenger a choice between the following two conditions:
- Reimbursement of the ticket price at the price at which it was purchased.
- The possibility of choosing an alternative route to the final destination under equal conditions.
If a city is served by several airports and the airline offers the passenger to land at an airport different from the one originally planned by the passenger, the cost of moving the passenger from the alternative airport to any other airport is entirely borne by the airline.
If an insufficient number of volunteers are identified, the airline has the right to deny boarding to passengers and immediately provide the following services:
Compensation is determined as follows:
- 250 EUR – for flights up to 1500 kilometers;
- 400 EUR – for flights from 1500 to 3500 kilometers;
- 600 EUR – for flights over 3500 kilometers.
The airline has the right to reduce the amount of compensation by 50% if the passenger is offered an alternative route to the final destination and the arrival time does not exceed the arrival time indicated on the ticket:
- Two hours – for flights up to 1500 kilometers;
- Three hours – for flights from 1500 to 3500 kilometers;
- Four hours – for flights over 3500 kilometers.
Compensation will be paid in cash or non-cash settlement.
The airline must give the passenger a choice between the following two conditions:
- Reimbursement of the ticket price at the price at which it was purchased, which must be issued within seven days from the date of the flight specified in the reservation and/or ticket, including the cost of the travel segments performed and not performed, if the passenger could not achieve the purpose of the trip planned at the beginning of the journey. Also, if necessary, the passenger must be given the opportunity to return to the starting point of departure at the first opportunity.
- The possibility of choosing an alternative route to the final destination under equal conditions.
If a city is served by several airports and the airline offers the passenger to land at an airport different from the one originally planned by the passenger, the cost of moving the passenger from the alternative airport to any other airport is entirely borne by the airline/service carrier in accordance with the contract concluded with the passenger.
- Meals and refreshments;
- Accommodation (hotel or other living quarters) if the passenger has to wait overnight or more;
- Transport from the airport to the place of accommodation;
- Two telephone calls, faxes, telexes, or emails.
Special attention is given to the needs of passengers with disabilities, their companions, and unaccompanied children.
Flight Cancellation
In case of flight cancellation, the passenger has the right to request from the airline: reimbursement or an alternative route.
The airline must give the passenger a choice between the following two conditions:
- Reimbursement of the ticket price at the price at which it was purchased, which must be issued within seven days from the date of the flight specified in the reservation and/or ticket, including the cost of the travel segments performed and not performed, if the passenger could not achieve the purpose of the trip planned at the beginning of the journey. Also, if necessary, the passenger must be given the opportunity to return to the starting point of departure at the first opportunity.
- The possibility of choosing an alternative route to the final destination under equal conditions.
If a city is served by several airports and the airline offers the passenger to land at an airport different from the one originally planned by the passenger, the cost of moving the passenger from the alternative airport to any other airport is entirely borne by the airline/service carrier in accordance with the contract concluded with the passenger.
The airline must provide the passenger with the following free services:
- Meals and refreshments;
- Accommodation (hotel or other living quarters) if the passenger has to wait overnight or more;
- Transport from the airport to the place of accommodation;
- Two telephone calls, faxes, telexes, or emails.
Special attention is given to the needs of passengers with disabilities, their companions, and unaccompanied children.
In case of denied boarding and/or flight cancellation, compensation is determined as follows:
- 250 EUR – for flights up to 1500 kilometers;
- 400 EUR – for flights from 1500 to 3500 kilometers;
- 600 EUR – for flights over 3500 kilometers.
The airline has the right to reduce the amount of compensation by 50% if the passenger is offered an alternative route to the final destination and the arrival time does not exceed the arrival time indicated on the ticket:
- Two hours – for flights up to 1500 kilometers;
- Three hours – for flights from 1500 to 3500 kilometers;
- Four hours – for flights over 3500 kilometers.
Compensation will be paid in cash or non-cash settlement.
- The airline informed the passenger about the flight cancellation at least 14 calendar days before the flight date indicated on the ticket.
- The airline informed the passenger about the flight cancellation within 7-14 calendar days before the flight date indicated on the ticket and offered an alternative departure option, allowing the passenger to depart no later than two hours before the flight time indicated on the ticket and arrive at the destination less than four hours later than the arrival time indicated on the ticket.
- The airline informed the passenger about the flight cancellation less than seven calendar days before the flight date indicated on the ticket and offered an alternative departure option, allowing the passenger to depart no later than one hour before the flight time indicated on the ticket and arrive at the final destination no later than two hours after the arrival time indicated on the ticket.
The airline will not be obliged to pay compensation if the flight cancellation was caused by extraordinary circumstances that could not have been avoided despite all necessary measures being taken.
Flight Delay
If the flight delay compared to the time indicated on the ticket is:
- More than two hours – for flights up to 1500 kilometers
- More than three hours – for flights from 1500 to 3500 kilometers
- More than four hours – for flights over 3500 kilometers, the airline is obliged to provide the following assistance to passengers
If the flight time is delayed by at least one day compared to the time indicated on the ticket, the airline is obliged to provide the following assistance to passengers:
- Accommodation (hotel or other living quarters), if the passenger has to wait overnight or more
- Transport from the airport to the place of accommodation
If the delay time is at least 5 hours, the airline is obliged to provide the following assistance:
- Reimbursement of the ticket price at the price at which it was purchased, which must be issued within seven days from the date of the flight specified in the reservation and/or ticket, including the cost of the travel segments performed and not performed, if the passenger could not achieve the purpose of the trip planned at the beginning of the journey. Also, if necessary, the passenger must be given the opportunity to return to the starting point of departure at the first opportunity.
- The possibility of choosing an alternative route to the final destination under equal conditions.
Improvement and deterioration of service quality
- If the airline transfers the passenger to a higher class of service compared to the class for which the ticket was purchased, the airline does not have the right to ask the passenger for additional payment for the higher class service.
- If the airline transfers the passenger to a lower class of service compared to the class for which the ticket was purchased, it is obliged to reimburse the passenger within seven days from the date of the flight specified in the reservation and/or ticket:
- a) 30% of the ticket price – for flights up to 1500 kilometers.
- b) 50% of the ticket price – for flights from 1500 to 3500 kilometers.
- c) 75% of the ticket price – for flights over 3500 kilometers.
The airline should prioritize the service of persons with disabilities, their companions, and children traveling unaccompanied.
Informing Passengers About Their Rights
The airline is obliged to place a notice at the passenger registration desk in Georgian and English, which reflects the rules for providing compensation and assistance to passengers in case of denied boarding, flight cancellation, or long delay, as well as information about the authority that controls the fulfillment of the requirements established by this rule.
The airline is obliged to provide passengers with a written notice (email, fax, short text message) in case of denied boarding, flight cancellation, or long delay, which reflects the rules for providing compensation and assistance.