Common rules regarding compensation and assistance to passengers in the event of denied boarding, flight cancellations, or long delays.
This information notice was issued in accordance with Regulation (EC) No. 261/2004 of the European Parliament and of the Council of the European Union.
Flight Route
You are travelling on a flight* departing from an airport located in the territory of an EU Member State** or a flight operated by a Community air carrier departing from a third country to an airport in an EU Member State.
Travel Conditions
You have a confirmed reservation and present yourself for check-in at the indicated time (or at least 45 minutes before). You have a public fare ticket or frequent flyer ticket, and your carrier is TAROM.
Covered Events
The rules apply when one of the following events occurs:
- Denied boarding
- Cancellation
- Delay
- Upgrading and downgrading
Exceptions
The rules do not apply to:
- passengers travelling free of charge or at unlisted reduced fares;
- multimodal journeys;
- package travel cancelled for other reasons;
- non-fixed-wing aircraft.
Return Flights
* A journey involving an outbound flight and a return flight is not considered a single flight even if they are subject to a single reservation.
Applicable Territories
** Includes French overseas departments, Saint-Martin, Azores, Madeira, Canary Islands, as well as Iceland, Norway, and Switzerland.
If your flight is delayed, you are entitled to assistance in the following situations:
a) the delay is two hours or more, in the case of flights of 1500 km or less; or
b) the delay is three hours or more, in the case of all intra-Community flights of more than 1500 km and of all other flights between 1500 km and 3500 km; or
c) the delay is four hours or more, in the case of all flights not falling under (a) or (b) above.
Assistance in case of delay consists of:
- meals and refreshments in reasonable relation to the waiting time;
- two free telephone calls, fax messages, or e-mails;
- hotel accommodation and transport between the airport and the place of accommodation in cases where a stay of one or more nights becomes necessary.
If the delay is at least five hours and you decide not to continue the journey, we offer reimbursement within seven days of the full cost of the ticket at the price at which it was bought, for the part or parts of the journey not made, and for the part or parts already made if the flight is no longer serving any purpose in relation to your original travel plan, together with, when relevant, a return flight to the first point of departure, at the earliest opportunity.
If your flight has a delay of 3 hours or more upon arrival at its destination, you may be entitled to compensation depending on the length of the delay and the flight distance, except in cases where the delay was caused by extraordinary circumstances which could not have been avoided even if all reasonable measures had been taken.
Examples of extraordinary circumstances include: weather conditions incompatible with the operation of the flight concerned, political instability, strikes, security risks, unexpected flight safety shortcomings, and air traffic management decisions.
In this situation, you can opt for payment of compensation in cash or in the form of an electronic voucher, as follows:
*The electronic voucher can be used to purchase TAROM tickets issued on flights operated and marketed by TAROM (with RO flight number) within one year from the date of issue. The equivalent value of the voucher is non-refundable.
The compensation mentioned above may be reduced by 50% when you are offered re-routing to your final destination on an alternative flight whose arrival time does not exceed the scheduled arrival time of the flight originally booked:
- by two hours, in respect of all flights of 1500 km or less; or
- by three hours, in respect of all intra-Community flights of more than 1500 km and for all other flights between 1500 km and 3500 km; or
- by four hours, in respect of all flights of more than 3500 km.