Passenger Rights
On all flights operated by Air Arabia Maroc departing from an airport within the EU, passengers have certain rights under European Regulation (EC) 261/2004.
These rights apply in the event of flight cancellations, (longer) flight delays and denied boarding, except when you are denied boarding for reasonable grounds, such as reasons of health, safety or security, or inadequate travel documentation.
All rights are subject to the following conditions:
- you have a confirmed reservation on a flight operated by Air Arabia, purchased at a fare available directly or indirectly to the general public; and
- (except in case your flight has been cancelled in advance) you have presented yourself for check-in before the check-in deadline.
Right to reimbursement or re-routing (art. 8 Regulation):
In the event of involuntary denied boarding or cancellation of your flight, you shall be offered the choice between:
- reimbursement within seven days of the full costs 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, and a return flight to the first point of departure, at the earliest opportunity, or;
- re-routing, under comparable transport conditions, to your final destination at the earliest opportunity; or
- re-routing, under comparable transport conditions, to your final destination at a later date at your convenience, subject to availability of seats.
In the event we expect your flight to be delayed by at least 5 hours, you also have the right to reimbursement under (a) above.
Right to care and assistance (art. 9 Regulation):
In the event of cancellations and denied boarding you are entitled to receive free of charge:
- meals and refreshments in a reasonable relation to the waiting time;
- two telephone calls, telex or fax messages, or e-mails;
- hotel accommodation in event of re-routing when the reasonably expected time of departure of the new flight is at least the day after the departure as it was planned for the cancelled flight, or where a stay additional to that intended by the passenger becomes necessary; In this case, you are also entitled to free of charge transport between the airport and place of accommodation.
You have the rights under (a) and (b) above also in the event of flight delays of:
- 2 hours or more in the case of flights of 1500 kilometers or less;
- for 3 hours or more beyond its scheduled time of departure in the case of flights operated by us between 1,500 kilometers and 3,500 kilometers,
- 4 hours or more in case of all other flights;
You have the above right under (c) above in the event of flight delays when the reasonably expected time of departure is at least the day after the time of departure previously announced, the assistance specified in ArticleSection 3(c) and 39(d); and
Right to compensation (art. 7 Regulation):
Except if we can prove that a cancellation or a delay of at least three hours at arrival was caused by extraordinary circumstances which could not have been avoided even if all reasonable measures had been taken, in the event of denied boarding, cancellation and delays at destination of at least three hours, you are entitled to compensation amounting to:
- EUR 250 for all flights of 1500 kilometres or less;
- EUR 400 for all flights between 1500 and 3500 kilometres;
- EUR 600 for all flights not falling under (a) or (b).
When passengers are offered re-routing to their final destination on an alternative flight, and the arrival time of which does not exceed the scheduled arrival time of the flight originally booked
- By two hours, in respect of all flights of 1500 kilometres or less; or
- by three hours, in respect of all EU flights between 1500 and 3500 kilometres; or
- by four hours, in respect of all flights not falling under (a) or (b), we may reduce the abovementioned compensation by 50 %.
For the full text of EC Regulation 261/2004 you may click here
If you wish to raise a complaint about the way, we have handled your compensation claim please email us on contactus@airarabia.com or via the "Contact Us" section of our website. When sending an email to us, please provide the relevant supporting documentation. If the claim is for a minor the documentation must include proof of custody. The claim can be filed up to 5 years after the incident occurs.
If your complaint has still not been dealt with to your satisfaction after completing the above, you can raise the complaint to one of the national authorities. Under European regulations, every European member state has a national designated body to which passengers can go with their complaints about the handling of compensation claims by airliners.
Click on one of the following links to see the list of National Enforcement Bodies under Regulation [EC] 261/2004 and their contact details: Click here, Click here.
Passenger rights for flights departing from Spain
- In accordance with the provisions of Order TMA/201/2022 of 14 March, which regulates the procedure for alternative dispute resolution for air transport users on the rights recognised in the European Union in the field of compensation and assistance in the event of denied boarding, cancellation or long delays, as well as in relation to the rights of disabled persons or persons with reduced mobility ("the Order"), and in relation to disputes falling within the scope of this regulation, we inform you in the following points about the rights that this Order establishes in favour of passengers.
- The Order regulates an alternative dispute resolution procedure allowing passengers to appeal to the Spanish Aviation Safety Agency ("AESA", www.seguridadaerea.gob.es), completely free of charge. This shall be without prejudice to the passenger's right to resort to any extrajudicial dispute resolution system accepted by the airline or airport operator, as appropriate, in particular consumer arbitration or the arbitration system for the resolution of complaints and claims regarding equal opportunities, non-discrimination and accessibility on the grounds of disability. For these purposes, we inform you that our company : Is NOT a member of any consumer arbitration system or the arbitration system for the resolution of complaints and claims regarding equal opportunities, non-discrimination and accessibility on the grounds of disability.
- Prior to initiating the alternative dispute resolution procedure before AESA provided for in the Order, you must submit a prior complaint to our company. On its website www.seguridadaerea.gob.es, AESA makes available to passengers a model prior complaint form, which can also be obtained from the "Claims “ section of our website and from our customer service department, including our sales and customer service desks at the airports where we operate.
- You can send this complaint form to our airline by e-mail to contactus@airarabia.com or to customerrelations@airarabia.com or via : the "Contact Us" section of our website. You must provide the documentation you consider relevant to assert your rights. This documentation shall include, in the case of minors, proof of custody of the minor, unless the prior claim is made by the person who contracted the transport for the minor. You have a period of five years from the day on which the incident occurred to file this prior claim.
- You may appeal to AESA, as an accredited body for alternative dispute resolution in air transport, for the resolution of the dispute in the following cases:
- where the resolution of the previous complaint is not entirely satisfactory to You, or
- within a maximum period of one month from the date of submission of the prior complaint, if the complaint has not been answered by us.
The complaint to AESA must be filed within one year of the filing of the prior complaint. Failure to comply with this time limit will result in the complaint to AESA being inadmissible.
AESA’s decision on your complaint is binding on us, without prejudice to our rights to challenge it before the competent jurisdiction. AESA’s decision is not binding on passengers who, in any event, may bring any civil action they may have against us.