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ECC-Spain recommends passengers affected by cancellations of WOW Air to claim their rights

The Icelandic airline WOW AIR has ceased operations

Transporte Aéreo y Viajes Combinados

The European Consumer Center in Spain (ECC-Spain) reports that all passengers affected by the cancellation of their flights due to the end of operations of the Icelandic airline WOW Air can claim the rights established in the European Regulation 261/2004 in the event of denied boarding and of cancellation or long delay of flights.

¿How to claim your rights?

First, passengers will have to claim to the airline in order to arrange the refund of the ticket and submit the appropriate claims.

In the event that the airline does not attend the passengers´ requests, they can file a claim with the competent aeronautical authority. In case that the departure of the flight has taken place in Spain the competent authority is AESA (Agencia Estatal de Seguridad Aérea). In these situations, passengers can claim free of charge through AESA website.

If the departure of the flight has taken place at an airport located in Norway, Iceland or any other country of the European Union, the affected passengers can contact the European Consumer Center in Spain free of charge. ECC-Spain also reminds that passengers can use the court procedure at any time during the extrajudicial process.

Passengers who bought their ticket from a European travel agent (within the European Economic Area) as a part of a package tour (a package which includes flights and accommodation or other services) are protected by the Package Travel Directive. Those passengers are advised to contact their travel agent to arrange an alternative flight.

Passengers who may have bought travel protection, or those passengers whose credit card terms may include such protection, may be entitled to claim compensation and assistance due to delays or travel disruption. However, such compensation is often limited.

Where can I get up-to-date information?

What are your rights if your flight is cancelled?

Despite the announced end of operations, passengers' rights must also be covered by the airline.

  • Right to information. The airline must give the passengers a form with the conditions of assistance and compensation.
  • Right to assistance. Enough food and drink, two phone calls or access to email and, if necessary, one or more nights of accommodation, as well as transport between the airport and the place of accommodation.
  • Right to reimbursement or alternative transport to the final destination.
  • Right to compensation. Unless they are informed of the cancellation at least 14 days before the scheduled departure of the air carrier.

This information was funded by the European Union’s Consumer Programme (2014-2020).

The content of this document represents the views of the author only and it is his/her sole responsibility; it cannot be considered to reflect the views of the European Commission and/or the Consumers, Health, Agriculture and Food Executive Agency (CHAFEA) or any other body of the European Union. The European Commission and the Agency do not accept any responsibility for use that may be made of the information it contains.