What do I need to know

What you need to know when travelling

Passenger rights

It is your duty to know your rights.

Your rights as an air passenger are protected by the European Union whenever you have a confirmed reservation and check in within the deadline established for your flight.

On this page, we present a summary of the situations in which you are protected, so that, in case of need, you know what to do.

I was denied boarding due to overbooking of the flight.

In case of overbooking, airlines are obliged to ask passengers to voluntarily abdicate their reservation, offering a full refund or re-booking.

When passengers choose re-booking, airlines must provide all the necessary support, such as: food, telephone access and, if necessary, an overnight stay and appropriate transportation to or from the airport.

In case of re-booking, you may also be entitled to a monetary compensation between 125 and 600 euros, depending on flight distance and delay time.
My flight is very late, can I ask the airline for support?

Yes. The support you are entitled to depends on the delay time and what your destination is. You may ask your airline to use a phone line and to be provided with food, transportation or accommodation, in the following cases:

- your flight is delayed by two hours or more, and the distance is 1500 km or less;
- your flight was delayed by three hours or more, and your destination is within or outside the European Union, at a distance between 1500 and 3500 km;
- your flight was delayed by four or more hours and your destination is outside the EU at a distance exceeding 3500 km.

If your flight is delayed by five hours or more, you may demand the reimbursement of your ticket. However, your ticket will only be refunded if you decide not to travel.
My flight was cancelled, what do I do now?

If your flight was cancelled and you were not informed in the 14 days prior to your trip, you are entitled to financial compensation.

Similarly, you are entitled to compensation if you have not been re-booked for a flight departing at a time similar to that initially planned or if the airline cannot prove that the cancellation was caused by extraordinary circumstances.
My baggage was lost, is delayed or is damaged. Can I file a complaint?

Yes. You can file a complaint with your airline within 7 days from the date of delivery of the baggage, or 21 days if it has been delayed.

If the problems have occurred with your checked hold baggage (and unless they were caused by defects inherent to the baggage itself), you may be entitled to a compensation from the airline, up to a maximum amount of 1,220 euros.

If the problems affected your hand baggage (including personal items), the airline will only be liable if it is at the origin of the damages.
Are air passengers' rights protected outside the European Union?

Passenger rights apply to all flights departing from or landing at any airport in the European Union, or carried out by an airline based in an EU country or in Iceland, Norway or Switzerland.
Are passengers with reduced mobility also protected?

Yes, passengers with disabilities or reduced mobility are protected against discrimination and, under certain conditions, benefit from the appropriate assistance at all EU airports.

See our page on reduced mobility to learn more about the assistance provided.
Can I know which airline I will be flying with?

Yes. You have the right to know which airlineis operating you flight in advance.

Note that some airlines have been considered unsafe and have been banned from operating in the European Union or placed under restrictions. You can see a list of such companies in http://ec.europa.eu/transport/modes/air/safety/air-ban/index_en.htm
I bought my trip from a tour operator or travel agency. What should I know?

Tour operators are required to provide accurate information on the holiday packages sold, fulfil their contractual obligations and ensure protection for passengers in the event of insolvency of the organiser.

What do I need to know

What you need to know when travelling

Passenger rights

It is your duty to know your rights.

Your rights as an air passenger are protected by the European Union whenever you have a confirmed reservation and check in within the deadline established for your flight.

On this page, we present a summary of the situations in which you are protected, so that, in case of need, you know what to do.

I was denied boarding due to overbooking of the flight.

In case of overbooking, airlines are obliged to ask passengers to voluntarily abdicate their reservation, offering a full refund or re-booking.

When passengers choose re-booking, airlines must provide all the necessary support, such as: food, telephone access and, if necessary, an overnight stay and appropriate transportation to or from the airport.

In case of re-booking, you may also be entitled to a monetary compensation between 125 and 600 euros, depending on flight distance and delay time.
My flight is very late, can I ask the airline for support?

Yes. The support you are entitled to depends on the delay time and what your destination is. You may ask your airline to use a phone line and to be provided with food, transportation or accommodation, in the following cases:

- your flight is delayed by two hours or more, and the distance is 1500 km or less;
- your flight was delayed by three hours or more, and your destination is within or outside the European Union, at a distance between 1500 and 3500 km;
- your flight was delayed by four or more hours and your destination is outside the EU at a distance exceeding 3500 km.

If your flight is delayed by five hours or more, you may demand the reimbursement of your ticket. However, your ticket will only be refunded if you decide not to travel.
My flight was cancelled, what do I do now?

If your flight was cancelled and you were not informed in the 14 days prior to your trip, you are entitled to financial compensation.

Similarly, you are entitled to compensation if you have not been re-booked for a flight departing at a time similar to that initially planned or if the airline cannot prove that the cancellation was caused by extraordinary circumstances.
My baggage was lost, is delayed or is damaged. Can I file a complaint?

Yes. You can file a complaint with your airline within 7 days from the date of delivery of the baggage, or 21 days if it has been delayed.

If the problems have occurred with your checked hold baggage (and unless they were caused by defects inherent to the baggage itself), you may be entitled to a compensation from the airline, up to a maximum amount of 1,220 euros.

If the problems affected your hand baggage (including personal items), the airline will only be liable if it is at the origin of the damages.
Are air passengers' rights protected outside the European Union?

Passenger rights apply to all flights departing from or landing at any airport in the European Union, or carried out by an airline based in an EU country or in Iceland, Norway or Switzerland.
Are passengers with reduced mobility also protected?

Yes, passengers with disabilities or reduced mobility are protected against discrimination and, under certain conditions, benefit from the appropriate assistance at all EU airports.

See our page on reduced mobility to learn more about the assistance provided.
Can I know which airline I will be flying with?

Yes. You have the right to know which airlineis operating you flight in advance.

Note that some airlines have been considered unsafe and have been banned from operating in the European Union or placed under restrictions. You can see a list of such companies in http://ec.europa.eu/transport/modes/air/safety/air-ban/index_en.htm
I bought my trip from a tour operator or travel agency. What should I know?

Tour operators are required to provide accurate information on the holiday packages sold, fulfil their contractual obligations and ensure protection for passengers in the event of insolvency of the organiser.

What do I need to know

What you need to know when travelling

Passenger rights

It is your duty to know your rights.

Your rights as an air passenger are protected by the European Union whenever you have a confirmed reservation and check in within the deadline established for your flight.

On this page, we present a summary of the situations in which you are protected, so that, in case of need, you know what to do.

I was denied boarding due to overbooking of the flight.

In case of overbooking, airlines are obliged to ask passengers to voluntarily abdicate their reservation, offering a full refund or re-booking.

When passengers choose re-booking, airlines must provide all the necessary support, such as: food, telephone access and, if necessary, an overnight stay and appropriate transportation to or from the airport.

In case of re-booking, you may also be entitled to a monetary compensation between 125 and 600 euros, depending on flight distance and delay time.
My flight is very late, can I ask the airline for support?

Yes. The support you are entitled to depends on the delay time and what your destination is. You may ask your airline to use a phone line and to be provided with food, transportation or accommodation, in the following cases:

- your flight is delayed by two hours or more, and the distance is 1500 km or less;
- your flight was delayed by three hours or more, and your destination is within or outside the European Union, at a distance between 1500 and 3500 km;
- your flight was delayed by four or more hours and your destination is outside the EU at a distance exceeding 3500 km.

If your flight is delayed by five hours or more, you may demand the reimbursement of your ticket. However, your ticket will only be refunded if you decide not to travel.
My flight was cancelled, what do I do now?

If your flight was cancelled and you were not informed in the 14 days prior to your trip, you are entitled to financial compensation.

Similarly, you are entitled to compensation if you have not been re-booked for a flight departing at a time similar to that initially planned or if the airline cannot prove that the cancellation was caused by extraordinary circumstances.
My baggage was lost, is delayed or is damaged. Can I file a complaint?

Yes. You can file a complaint with your airline within 7 days from the date of delivery of the baggage, or 21 days if it has been delayed.

If the problems have occurred with your checked hold baggage (and unless they were caused by defects inherent to the baggage itself), you may be entitled to a compensation from the airline, up to a maximum amount of 1,220 euros.

If the problems affected your hand baggage (including personal items), the airline will only be liable if it is at the origin of the damages.
Are air passengers' rights protected outside the European Union?

Passenger rights apply to all flights departing from or landing at any airport in the European Union, or carried out by an airline based in an EU country or in Iceland, Norway or Switzerland.
Are passengers with reduced mobility also protected?

Yes, passengers with disabilities or reduced mobility are protected against discrimination and, under certain conditions, benefit from the appropriate assistance at all EU airports.

See our page on reduced mobility to learn more about the assistance provided.
Can I know which airline I will be flying with?

Yes. You have the right to know which airlineis operating you flight in advance.

Note that some airlines have been considered unsafe and have been banned from operating in the European Union or placed under restrictions. You can see a list of such companies in http://ec.europa.eu/transport/modes/air/safety/air-ban/index_en.htm
I bought my trip from a tour operator or travel agency. What should I know?

Tour operators are required to provide accurate information on the holiday packages sold, fulfil their contractual obligations and ensure protection for passengers in the event of insolvency of the organiser.

What do I need to know

What you need to know when travelling

Passenger rights

It is your duty to know your rights

Your rights as an air passenger are protected by the European Union whenever you have a confirmed reservation and check in within the deadline established for your flight.

On this page, we present a summary of the situations in which you are protected, so that, in case of need, you know what to do.

I was denied boarding due to overbooking of the flight.

In case of overbooking, airlines are obliged to ask passengers to voluntarily abdicate their reservation, offering a full refund or re-booking.

When passengers choose re-booking, airlines must provide all the necessary support, such as: food, telephone access and, if necessary, an overnight stay and appropriate transportation to or from the airport.

In case of re-booking, you may also be entitled to a monetary compensation between 125 and 600 euros, depending on flight distance and delay time.
My flight is very late, can I ask the airline for support?

Yes. The support you are entitled to depends on the delay time and what your destination is. You may ask your airline to use a phone line and to be provided with food, transportation or accommodation, in the following cases:

- your flight is delayed by two hours or more, and the distance is 1500 km or less;
- your flight was delayed by three hours or more, and your destination is within or outside the European Union, at a distance between 1500 and 3500 km;
- your flight was delayed by four or more hours and your destination is outside the EU at a distance exceeding 3500 km.

If your flight is delayed by five hours or more, you may demand the reimbursement of your ticket. However, your ticket will only be refunded if you decide not to travel.
My flight was cancelled, what do I do now?

If your flight was cancelled and you were not informed in the 14 days prior to your trip, you are entitled to financial compensation.

Similarly, you are entitled to compensation if you have not been re-booked for a flight departing at a time similar to that initially planned or if the airline cannot prove that the cancellation was caused by extraordinary circumstances.
My baggage was lost, is delayed or is damaged. Can I file a complaint?

Yes. You can file a complaint with your airline within 7 days from the date of delivery of the baggage, or 21 days if it has been delayed.

If the problems have occurred with your checked hold baggage (and unless they were caused by defects inherent to the baggage itself), you may be entitled to a compensation from the airline, up to a maximum amount of 1,220 euros.

If the problems affected your hand baggage (including personal items), the airline will only be liable if it is at the origin of the damages.
Are air passengers' rights protected outside the European Union?

Passenger rights apply to all flights departing from or landing at any airport in the European Union, or carried out by an airline based in an EU country or in Iceland, Norway or Switzerland.
Are passengers with reduced mobility also protected?

Yes, passengers with disabilities or reduced mobility are protected against discrimination and, under certain conditions, benefit from the appropriate assistance at all EU airports.

See our page on reduced mobility to learn more about the assistance provided.
Can I know which airline I will be flying with?

Yes, you have the right to know the name of the airline that will be carrying out your flight in advance.

Note that some airlines have been considered unsafe and have been banned from operating in the European Union or placed under restrictions. You can see a list of such companies in http://ec.europa.eu/transport/modes/air/safety/air-ban/index_en.htm
I bought my trip from a tour operator or travel agency. What should I know?

Tour operators are required to provide accurate information on the holiday packages sold, fulfil their contractual obligations and ensure protection for passengers in the event of insolvency of the organiser.

What do I need to know

What you need to know when travelling

Passenger rights

It is your duty to know your rights

Your rights as an air passenger are protected by the European Union whenever you have a confirmed reservation and check in within the deadline established for your flight.

On this page, we present a summary of the situations in which you are protected, so that, in case of need, you know what to do.

I was denied boarding due to overbooking of the flight.

In case of overbooking, airlines are obliged to ask passengers to voluntarily abdicate their reservation, offering a full refund or re-booking.

When passengers choose re-booking, airlines must provide all the necessary support, such as: food, telephone access and, if necessary, an overnight stay and appropriate transportation to or from the airport.

In case of re-booking, you may also be entitled to a monetary compensation between 125 and 600 euros, depending on flight distance and delay time.
My flight is very late, can I ask the airline for support?

Yes. The support you are entitled to depends on the delay time and what your destination is. You may ask your airline to use a phone line and to be provided with food, transportation or accommodation, in the following cases:

- your flight is delayed by two hours or more, and the distance is 1500 km or less;
- your flight was delayed by three hours or more, and your destination is within or outside the European Union, at a distance between 1500 and 3500 km;
- your flight was delayed by four or more hours and your destination is outside the EU at a distance exceeding 3500 km.

If your flight is delayed by five hours or more, you may demand the reimbursement of your ticket. However, your ticket will only be refunded if you decide not to travel.
My flight was cancelled, what do I do now?

If your flight was cancelled and you were not informed in the 14 days prior to your trip, you are entitled to financial compensation.

Similarly, you are entitled to compensation if you have not been re-booked for a flight departing at a time similar to that initially planned or if the airline cannot prove that the cancellation was caused by extraordinary circumstances.
My baggage was lost, is delayed or is damaged. Can I file a complaint?

Yes. You can file a complaint with your airline within 7 days from the date of delivery of the baggage, or 21 days if it has been delayed.

If the problems have occurred with your checked hold baggage (and unless they were caused by defects inherent to the baggage itself), you may be entitled to a compensation from the airline, up to a maximum amount of 1,220 euros.

If the problems affected your hand baggage (including personal items), the airline will only be liable if it is at the origin of the damages.
Are air passengers' rights protected outside the European Union?

Passenger rights apply to all flights departing from or landing at any airport in the European Union, or carried out by an airline based in an EU country or in Iceland, Norway or Switzerland.
Are passengers with reduced mobility also protected?

Yes, passengers with disabilities or reduced mobility are protected against discrimination and, under certain conditions, benefit from the appropriate assistance at all EU airports.

See our page on reduced mobility to learn more about the assistance provided.
Can I know which airline I will be flying with?

Yes. You have the right to know which airlineis operating you flight in advance.

Note that some airlines have been considered unsafe and have been banned from operating in the European Union or placed under restrictions. You can see a list of such companies in http://ec.europa.eu/transport/modes/air/safety/air-ban/index_en.htm
I bought my trip from a tour operator or travel agency. What should I know?

Tour operators are required to provide accurate information on the holiday packages sold, fulfil their contractual obligations and ensure protection for passengers in the event of insolvency of the organiser.

What do I need to know

What you need to know when travelling

Passenger rights

It is your duty to know your rights

Your rights as an air passenger are protected by the European Union whenever you have a confirmed reservation and check in within the deadline established for your flight.

On this page, we present a summary of the situations in which you are protected, so that, in case of need, you know what to do.

I was denied boarding due to overbooking of the flight.

In case of overbooking, airlines are obliged to ask passengers to voluntarily abdicate their reservation, offering a full refund or re-booking.

When passengers choose re-booking, airlines must provide all the necessary support, such as: food, telephone access and, if necessary, an overnight stay and appropriate transportation to or from the airport.

In case of re-booking, you may also be entitled to a monetary compensation between 125 and 600 euros, depending on flight distance and delay time.
My flight is very late, can I ask the airline for support?

Yes. The support you are entitled to depends on the delay time and what your destination is. You may ask your airline to use a phone line and to be provided with food, transportation or accommodation, in the following cases:

- your flight is delayed by two hours or more, and the distance is 1500 km or less;
- your flight was delayed by three hours or more, and your destination is within or outside the European Union, at a distance between 1500 and 3500 km;
- your flight was delayed by four or more hours and your destination is outside the EU at a distance exceeding 3500 km.

If your flight is delayed by five hours or more, you may demand the reimbursement of your ticket. However, your ticket will only be refunded if you decide not to travel.
My flight was cancelled, what do I do now?

If your flight was cancelled and you were not informed in the 14 days prior to your trip, you are entitled to financial compensation.

Similarly, you are entitled to compensation if you have not been re-booked for a flight departing at a time similar to that initially planned or if the airline cannot prove that the cancellation was caused by extraordinary circumstances.
My baggage was lost, is delayed or is damaged. Can I file a complaint?

Yes. You can file a complaint with your airline within 7 days from the date of delivery of the baggage, or 21 days if it has been delayed.

If the problems have occurred with your checked hold baggage (and unless they were caused by defects inherent to the baggage itself), you may be entitled to a compensation from the airline, up to a maximum amount of 1,220 euros.

If the problems affected your hand baggage (including personal items), the airline will only be liable if it is at the origin of the damages.
Are air passengers' rights protected outside the European Union?

Passenger rights apply to all flights departing from or landing at any airport in the European Union, or carried out by an airline based in an EU country or in Iceland, Norway or Switzerland.
Are passengers with reduced mobility also protected?

Yes, passengers with disabilities or reduced mobility are protected against discrimination and, under certain conditions, benefit from the appropriate assistance at all EU airports.

See our page on reduced mobility to learn more about the assistance provided.
Can I know which airline I will be flying with?

Yes. You have the right to know which airlineis operating you flight in advance.

Note that some airlines have been considered unsafe and have been banned from operating in the European Union or placed under restrictions. You can see a list of such companies in http://ec.europa.eu/transport/modes/air/safety/air-ban/index_en.htm
I bought my trip from a tour operator or travel agency. What should I know?

Tour operators are required to provide accurate information on the holiday packages sold, fulfil their contractual obligations and ensure protection for passengers in the event of insolvency of the organiser.

Airport services

The services that make your trip easier

ANA APP

Download the app and have the airport in the palm of your hand

If you like to travel efficiently and without wasting any time, the ANA app is your best friend. Download it on your smartphone and have access to everything you need to make the most of your time at Porto Santo Airport.

APP ANA

Find here the article that Forbes wrote about ANA APP

The app that fully adjusts to your journey.

One app for everything you need:
- Real-time arrival and departure times.
- Flight status tracking.
- Service reservations: ANA Parking, ANA Lounge, Fast Track.
- Explore all the services, restaurants and stores that will make your trip more pleasant.
- Learn about all the offers and discounts available at the airport.
- Directions and transportation to get to or from the airport.

When you are arriving:
Find your baggage carousel.

When you are departing:
Save time: check-in using the ANA app.
Select your flight and find out what the weather is like at your destination.
Find your check-in counter and boarding gate.

When you are picking up or dropping off family and friends:
Track the status of the flight and learn about the restaurants and stores you can visit at the airport while you wait.

Airport services

The services that make your trip easier

ANA APP

Download the app and have the airport in the palm of your hand

APP ANA

Find here the article that Forbes wrote about ANA APP

The app that fully adjusts to your journey.

When you are arriving:
Find your baggage carousel.

When you are departing:
Save time: check-in using the ANA app.
Select your flight and find out what the weather is like at your destination.
Find your check-in counter and boarding gate.

When you are picking up or dropping off family and friends:
Track the status of the flight and learn about the restaurants and stores you can visit at the airport while you wait.

Prepare your trip

Be familiar with airport procedures

ANA APP

Download the app and have the airport in the palm of your hand

APP ANA

Find here the article that Forbes wrote about ANA APP

The app that fully adjusts to your journey.

When you are arriving:
Find your baggage carousel.

When you are departing:
Save time: check-in using the ANA app.
Select your flight and find out what the weather is like at your destination.
Find your check-in counter and boarding gate.

When you are picking up or dropping off family and friends:
Track the status of the flight and learn about the restaurants and stores you can visit at the airport while you wait.

Airport services

The services that make your trip easier

ANA APP

Download the app and have the airport in the palm of your hand

APP ANA

Find here the article that Forbes wrote about ANA APP

The app that fully adjusts to your journey.

When you are arriving:
Find your baggage carousel.

When you are departing:
Save time: check-in using the ANA app.
Select your flight and find out what the weather is like at your destination.
Find your check-in counter and boarding gate.

When you are picking up or dropping off family and friends:
Track the status of the flight and learn about the restaurants and stores you can visit at the airport while you wait.

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What do I need to know

What you need to know when travelling

What you need to know

Passenger rights

It is your duty to know your rights.

I was denied boarding due to overbooking of the flight.

My flight is very late, can I ask the airline for support?

My flight was cancelled, what do I do now?

My baggage was lost, is delayed or is damaged. Can I file a complaint?

Are air passengers' rights protected outside the European Union?

Are passengers with reduced mobility also protected?

Can I know which airline I will be flying with?

I bought my trip from a tour operator or travel agency. What should I know?

See also

Lisbon Airport Nice trips

What do I need to know

What you need to know when travelling

What you need to know

Passenger rights

It is your duty to know your rights.

I was denied boarding due to overbooking of the flight.

My flight is very late, can I ask the airline for support?

My flight was cancelled, what do I do now?

My baggage was lost, is delayed or is damaged. Can I file a complaint?

Are air passengers' rights protected outside the European Union?

Are passengers with reduced mobility also protected?

Can I know which airline I will be flying with?

I bought my trip from a tour operator or travel agency. What should I know?

See also

Lisbon Airport Nice trips

What do I need to know

What you need to know when travelling

What you need to know

Passenger rights

It is your duty to know your rights.

I was denied boarding due to overbooking of the flight.

My flight is very late, can I ask the airline for support?

My flight was cancelled, what do I do now?

My baggage was lost, is delayed or is damaged. Can I file a complaint?

Are air passengers' rights protected outside the European Union?

Are passengers with reduced mobility also protected?

Can I know which airline I will be flying with?

I bought my trip from a tour operator or travel agency. What should I know?

See also

Lisbon Airport Nice trips

What do I need to know

What you need to know when travelling

What you need to know

Passenger rights

It is your duty to know your rights

I was denied boarding due to overbooking of the flight.

My flight is very late, can I ask the airline for support?

My flight was cancelled, what do I do now?

My baggage was lost, is delayed or is damaged. Can I file a complaint?

Are air passengers' rights protected outside the European Union?

Are passengers with reduced mobility also protected?

Can I know which airline I will be flying with?

I bought my trip from a tour operator or travel agency. What should I know?

See also

Lisbon Airport Nice trips

What do I need to know

What you need to know when travelling

What you need to know

Passenger rights

It is your duty to know your rights

I was denied boarding due to overbooking of the flight.

My flight is very late, can I ask the airline for support?

My flight was cancelled, what do I do now?

My baggage was lost, is delayed or is damaged. Can I file a complaint?

Are air passengers' rights protected outside the European Union?

Are passengers with reduced mobility also protected?

Can I know which airline I will be flying with?

I bought my trip from a tour operator or travel agency. What should I know?

See also

Lisbon Airport Nice trips

What do I need to know

What you need to know when travelling

What you need to know

Passenger rights

It is your duty to know your rights