Flight Cancellation Compensation Notice
Shenzhen Airlines makes every effort to operate to its published schedules. There are occasions, however, where it is not possible to do so, and a flight may be delayed or cancelled. This notification informs you of your rights under EC Regulation No. 261/2004 should this happen; it does not give you any additional contractual rights.
You may be entitled to benefits under this Regulation if:
• you have a confirmed reservation and Shenzhen Airlines the operating carrier for the flight concerned;
• the ticket for your travel was purchased at a fare available to the public, including a frequent flyer program;
• you are fully checked in the time indicated, or if no time is indicated, not later than 45 minutes at the time of departure; or
• you are travelling into an EU Member State on an EU carrier, unless you have received assistance in the country of departure.
You are not entitled to these rights if you are denied boarding the grounds of health, safety, security, or invalid travel documentation. If you booked through a travel agent, tour operator, or online (but not on www.shenzhenair.com), please contact them directly to get a refund.
1.Right to Compensation
1.1 Compensation can be claimed where you are either:
1.1.1 delayed at your final destination by more than three (3) hours and that delay arises from causes within the carrier's control (rather than extraordinary circumstances which could not have been avoided by all reasonable measures); or
1.1.2 informed of a cancellation less than fourteen days before the planned departure date that arises from causes within the carrier's control (rather than extraordinary circumstances which could not have been avoided by all reasonable measures), unless you are offered a re-route, which allows departure and arrival at your final destination within the following times:
18.104.22.168 if you are informed of the cancellation between thirteen and seven days before the scheduled time of departure and are offering re-routing, allowing you to depart no more than two hours before the scheduled time of departure and to reach your final destination less than four hours after the scheduled time of arrival; or
22.214.171.124 if you are informed of the cancellation less than seven days before the scheduled time of departure and are offering re-routing, allowing you to depart no more than one hour before the scheduled time of departure and to reach your final destination less than two hours after the scheduled time of arrival.
1.2 The levels of compensation are specified as follows:
|A||Flights of 1,500 km or less||EUR 250|
|B||Flights within the EU of more than 1,500 km, and all other flights between 1,500 and 3,500 km||EUR 400|
|C||Flights not falling under A or Blights of 1,500 km or less||EUR 600|
1.3 Compensation is reduced by 50% if any re-routing offered to your final destination results in a scheduled arrival time which does not exceed the scheduled arrival time of the original flight by:
1.3.1 two hours for flights of 1,500 km or less
1.3.2 three hours for all flights within the EU of more than 1,500 km and for all other flights between 1,500 km and 3,500 km; and
1.3.3 four hours for all other flights.
1.4 Please note that passengers are not entitled to compensation if they have been informed of a cancellation fourteen days or more before the planned departure date. Passengers will be informed of cancellations via the contact details given to the operating carrier with the booking by the passenger, the purchaser of the ticket, or the travel agent.
1.5 We will pay any compensation due under this section in cash, by prepaid card, EFT, bank check or, with your written agreement, in a travel voucher.
2. Right to Reimbursement or Re-routing
2.1 If your flight is cancelled, you are denied boarding, or your flight is delayed by five (5) hours or more, you are entitled to choose between:
2.1.1 reimbursement, at the earliest opportunity, 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 no longer serves any purpose in relation to your original travel plan and, if applicable, a return flight to the first point of departure at the earliest opportunity; or
2.1.2 re-routing under comparable transport conditions to your final destination at the earliest opportunity or, at a later date at your convenience, subject to the availability of seats.
2.2 If we offer you a flight to an airport other than that for which the booking was made (in case the town, city or region is served by several airports), we will pay the cost of transferring you from that alternative airport either to that for which the booking was made or to another close-by destination agreed with you.
2.3 We will reimburse you in cash, by prepaid card, EFT, bank check or, with your written agreement, in a travel voucher.
3. Right to Care
3.1 If you are denied boarding, your flight is cancelled, or your flight is delayed three (3) or more hours beyond its scheduled time of departure, and the expected departure time of your new flight (if any) is the same day as the departure date of your originally ticketed flight, we offer you the following free of charge:
3.1.1 meals and refreshments in reasonable relation to the waiting time; and
3.1.2 two (2) telephone calls, telex, or fax messages, or e-mail messages.
3.2 We will also offer you free of charge if you are involuntarily denied boarding, or if your flight is cancelled or delayed, and the expected time of departure of the new flight is at least the day after the departure of the originally ticketed flight:
3.2.1 hotel accommodations in cases where a stay of one (1) or more nights becomes necessary or a stay additional to that intended by you becomes necessary; and
3.2.2 transport between the airport and place of accommodation (hotel or other).
3.3 We may limit or decline your right to care provision if provision of care would itself cause further delay.
4. Denied Boarding
Before we deny boarding to any customer, we will request volunteers to surrender their seats in exchange for the agreed upon compensation or benefits. If you voluntarily surrender your seat, you will be entitled to receive care as described in Section 3 of this Notice. You will also be entitled to rerouting or reimbursement as detailed in Section 2 of this Notice. In the event that there are insufficient volunteers and you are involuntarily denied boarding, you will be entitled to the rights defined under Sections 1, 2, and 3 of this Notice.
5. Other Rights Not Prejudiced
5.1 The foregoing rights apply without prejudice to any additional rights that you may have to further compensation. Compensation described in this Notice may be deducted from such additional compensation.
6. Contact Information
6.1. If you do have any complaints regarding your ability to exercise your rights, please contact us using the following details:[ Contact Us].
If you are unhappy with our response to your complaint, you can refer your complaint to the relevant national enforcement body, which each EU member state has designated for the enforcement of the compensation and assistance rules as outlined in this Notice. Contact details here: http://ec.europa.eu/transport/themes/passengers/air/doc/2004_261_national_enforcement_bodies.pdf.
- Booking Services
- Boading Services
- Baggage Services
- Special Assistance
- Cabin Services