Show menu

Air passenger rights

In the event of denied boarding or if the flight is cancelled or delayed for at least two hours, the Airline Company "Air Moldova" SRL specifies your rights, in particular concerning compensation and assistance, under: the Regulation on compensation and assistance to passengers in the event of denied boarding and cancellation or long delay of flights, approved by Government Decision No. 836 of 08-11-2012:

1. DENIED BOARDING

1.1. In the event of a possible denied boarding, then first the CA "Air Moldova" representative will call for volunteers willing to give up their reservations in exchange for allowances to be agreed upon between the passenger and the airline company. Volunteers are assisted, and assistance is provided in addition to the allowances due.

CA "Air Moldova" will provide the following assistance, i.e. the passenger will be provided with a choice between:

  • reimbursement, within seven days, of the full cost of the ticket, at the purchase price, for the part or parts of the journey not made, as well as for the part or parts already made, if the flight becomes unnecessary concerning the passenger's original travel plan, together with, where appropriate, a return flight to the original point of departure as soon as possible;
  • re-routing, under comparable transport conditions, to the final destination as soon as possible; or
  • re-routing, under comparable transport conditions, to the final destination at a later date at the passenger's choice, subject to the availability of seats.

1.2. If the passenger is denied boarding against his/her will, the airline company will provide the following compensation:

a) 250 euros for all flights of 1500 kilometres or less;
b) 400 euros for all flights between 1500 and 3500 kilometres;
c) 600 euro for all flights not falling under points a) or b).

1.3. If the airline company provides the passenger with re-routing to the final destination with an alternative flight whose arrival time does not exceed the scheduled arrival time of the flight originally booked:

a) by two hours for all flights of 1500 kilometres or less; or
b) by three hours, for all flights between 1500 and 3500 kilometres; or
c) by four hours, for all flights not falling under points (a) or b).

CA "Air Moldova" SRL shall reduce this compensation by 50%

In addition, the airline company will provide the passenger with the following free of charge:

a) meals and refreshments, directly proportional to the waiting time;
b) hotel accommodation:

  • where a stay of one or more nights is required; or
  • where a stay in addition to that intended by the passenger is required;

c) transport between the airport and the place of accommodation (hotel or others).

In addition, the passenger will be entitled to two free telephone calls and to send messages free of charge by telex, fax or e-mail.

2. FLIGHT DELAY

2.1. If the Company anticipates a possible delay of a flight beyond the scheduled departure time, as follows:

a) for two hours in case of flights of 1500 kilometres or less;
b) for three hours or more, in case of all flights between 1500 and 3500 kilometres;
c) for four hours or more, in case all flights not falling under points (a) or b)

CA "Air Moldova" will provide the passenger with meals and refreshments, directly proportional to the waiting time.

In addition, the passenger will be entitled to two free telephone calls and to send messages free of charge by telex, fax or e-mail.

2.2. If the anticipated departure time will be at least one day after the initially announced departure time, CA "Air Moldova" will provide the passenger with the following assistance:

b) hotel accommodation:

  • if a stay of one or more nights is required; or
  • if a stay additional to that planned by the passenger is required;

c) transport between the airport and the place of accommodation (hotel or others).

2.3. If the delay will be at least five hours, CA "Air Moldova" will provide the passenger with the following assistance:

a) reimbursement, within seven days, under the procedures set out in paragraph 20 of these Regulations, of the full cost of the ticket at the purchase price for the part or parts of the journey not made and for the part or parts already made, if the flight becomes unnecessary concerning the passenger's original travel plan, together with, if applicable.

3. FLIGHT CANCELLATION

3.1. In the event of a flight cancellation, CA "Air Moldova" will provide the passenger with the following:

The possibility to choose between:

  • reimbursement, within seven days, of the full cost of the ticket, at the purchase price, for the part or parts of the journey not made, as well as for the part or parts already made, if the flight becomes unnecessary concerning the passenger's original travel plan, together with, if applicable, a return flight to the original point of departure as soon as possible;
  • re-routing, under comparable transport conditions, to the final destination as soon as possible;
  • re-routing, under comparable transport conditions, to the final destination at a later date at the passenger's choice, subject to the availability of seats.

If a city, conurbation or region is served by more than one airport, the airline company will provide the passenger with a flight to an airport other than that for which the original reservation was made, the airline company will bear the cost of transferring the passenger from the alternative airport either to the original airport or to another nearby destination agreed with the passenger.

CA "Air Moldova" SRL will provide:

  • meals and refreshments, directly proportional to the waiting time;
  • two free phone calls and to send messages free of charge by telex, fax or e-mail.

In the event of a re-routing, if the anticipated time of departure of a new flight is at least one day after the scheduled departure of the cancelled flight, the company will provide:

  • hotel accommodation;
  • transport between the airport and the place of accommodation (hotel or others)

CA "Air Moldova" SRL will provide compensation as follows:

a) 250 euros for all flights of 1500 kilometres or less;
b) 400 euros for all flights between 1500 and 3500 kilometres;
c) 600 euro for all flights not falling under points a) or b).

CA "Air Moldova" will not provide the passenger with compensation:

  • If the passenger has been informed by the airline company about the cancellation at least two weeks before the scheduled time of departure;
  • If the passenger is informed of the cancellation between two weeks and seven days before the scheduled time of departure and is provided with a re-routing allowing them to depart no later than two hours before the scheduled time of departure and to arrive at their final destination less than four hours after the scheduled time of arrival;
  • If the passenger is informed of the cancellation less than seven days before the scheduled time of departure and is provided with re-routing to enable them to depart no later than one hour before the scheduled time of departure and to arrive at their final destination no later than two hours after the scheduled time of arrival.

CA "Air Moldova" SRL shall not be obliged to pay compensation for flight cancellation if the cancellation is caused by exceptional circumstances which could not be avoided despite the adoption of all possible measures.

The Civil Aviation Authority is the authorized institution with the prerogative of consumer protection in aviation, the consumer's telephone number – (022) 823583