EU 261 regulation

The below mentioned information has been compiled based on EU Regulation 261/2004 and specifies the minimum rights for passengers, when they are denied boarding against their will, or their flight is cancelled or delayed.

 It applies to flights departing from an airport in the EU and flights operated by an EU air carrier departing from an airport in a third country to an airport in the EU.

General

All of the following conditions must apply to the situations referred to in this document:

Great Dane Airlines A/S must be the operating carrier of the flight.

You must have a confirmed reservation on a flight we operate.

You must be fully checked‐in at the time indicated or, if no time is indicated, not later than 45 minutes before the time of departure. The above applies to all check‐in options we provide.

You must be travelling on a fare available directly or indirectly to the public.

In the event of a delay, we provide the following assistance:

You are offered assistance free of charge in the following circumstances:

a) If the flight is delayed for two hours or more in the case or flights of 1,500 kilometers or less.
b) If the flight is delayed for three hours or more in the case of intra‐EU flights of more than 1,500 km.
c) If the flight is delayed for three hours or more in the case of other flights between 1,500 and 3,500 km.
d) If the flight is delayed for four hours or more in the case of all flights not falling under a), b) and c).

Assistance consists of:

A. Meals and refreshments in a reasonable relation to the waiting time
B. Two telephone calls or emails
C. Hotel accommodation and transport between the airport and place of accommodation
These are offered if you must wait at least one night after the scheduled time of departure and are subject to local availability.

D. Reimbursement of tickets

If the delay is at least 3 hours and you decide not to travel, we offer you reimbursement within seven days of the cost of your ticket for the part or parts of the journey not made. We also reimburse you for the part or parts of your journey already made that no longer serve any purpose in relation to your original travel plan.

When relevant, we can also provide reimbursement for a return flight to the first point of departure at the earliest opportunity.

E. Compensation in case of delays of 3 hours or more
If your flight is delayed upon arrival for 3 hours or more the rules described in section 2E decide if you are entitled to compensation or not. 

In the event of a cancelled flight, we provide the following assistance:

You can choose between:

A. Meals and refreshments in a reasonable relation to the waiting time
B. Two telephone calls or emails
C. Hotel accommodation and transport between the airport and place of accommodation
These are offered if you must wait at least one night after the scheduled time of departure and are subject to local availability.

D. Compensation in case of cancellations and delays of 3 hours or more

a) EUR 250 for all flights of 1,500 km or less.
b) EUR 400 for all intra‐EU flights of more than 1,500 km.
c) EUR 400 for all other flights between 1,500 and 3,500 km.
d) EUR 600 for all flights not falling under a), b) and c).

The abovementioned compensation may be reduced by half in the following circumstances:

You receive 50% of the compensation if you are offered re‐routing to your final destination for a flight landing:

a) a maximum of two hours after the arrival time of your original flight for flights 1,500 km or less.
b) a maximum of three hours after the arrival time of your original flight for intra‐EU flights of more than 1,500 km.
c) a maximum of three hours after the arrival time of your original flight for all other flights between 1,500 and 3,500 km.
d) a maximum of four hours after your original arrival time for flights not falling under a), b) and c).

If you have booked several connecting flights as one single journey – that means within the same booking – in determining the distance, the basis is from the place of departure where the delay or cancellation occurred to the last destination indicated on your ticket where the delay or cancellation has time‐related consequences for you. If you are travelling on several separate tickets, which have been booked individually, these rules apply only up until the final destination of each ticket.

You are not entitled to compensation in the following situations:

1) If the cancellation or delay of 3 hours or more is caused by extraordinary circumstances. Examples
of extraordinary circumstances include but are not limited to:

‐ meteorological conditions
‐ security risks, that suddenly arise
‐ shortcomings
‐ strikes affecting operations
‐ political instability
‐ air traffic management decisions
‐ security in other respects

2) If you are informed of the cancellation at least 14 days before the time of departure.

3) If you are informed of the cancellation between 7 and 14 days before the scheduled time of departure and are offered re‐routing to your final destination, 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.

4) If you are informed of the cancellation less than seven days before the scheduled time of departure and are offered a re‐routing to your final destination, allowing you to depart no more than one hour before the schedule time of departure and to reach your final destination less than two hours after the schedule time of arrival.

If you are denied boarding as a result of overbooking, we provide the following assistance:

Even when you have a confirmed ticket and have checked in on time, you may be denied boarding if the plane is overbooked. Before we deny boarding of a flight for this reason, we call for volunteers who are prepared to surrender their reservations in return for the agreed benefits. If an insufficient number of volunteers come forward and we deny boarding to you against your will, we will provide you with the following:

A. Compensation
a) EUR 250 for all flights of 1,500 km or less.
b) EUR 400 for all intra‐EU flights of more than 1,500 km
c) EUR 400 for all other flights between 1,500 and 3,500 km
d) EUR 600 for all flights not falling under a), b) and c).

If you have booked several connecting flights as one single journey – that means within the same booking – in determining the distance, the basis is from the place of departure where the denied boarding occurred to the last destination indicated on your ticket where the denial of boarding has time‐related consequences for you.

If you are travelling on several separate tickets, which have been booked individually, these rules apply only up until the final destination of each ticket.

The abovementioned compensation may be reduced by half in the following circumstances:

You receive 50% of the compensation if you are offered re‐routing to your final destination for a flight landing:
e) a maximum of two hours after the arrival time of your original flight for flights 1,500 km or less.
f) a maximum of three hours after the arrival time of your original flight for intra‐EU flights of more than 1,500 km.
g) a maximum of three hours after the arrival time of your original flight for all other flights between 1,500 and 3,500 km.
h) a maximum of four hours after your original arrival time for flights not falling under a), b) and c).

If you have booked several connecting flights as one single journey – that means within the same booking – in determining the distance, the basis is from the place of departure where the delay or cancellation occurred to the last destination indicated on your ticket where the delay or cancellation has time‐related consequences for you.

If you are travelling on several separate tickets, which have been booked individually, these rules apply only up until the final destination of each ticket.

B. Tickets

You can choose between:
1) cancelling the journey and receiving reimbursement for the tickets

We provide reimbursement within seven days of the full cost of the ticket for the part or parts of the journey not made. We also reimburse you for the part or parts of your journey already made that no longer serve any purpose in relation to your original travel plan. When relevant, we can also provide reimbursement for a return flight to the first point of departure at the earliest opportunity.

2) being rerouted, under comparable transport conditions, to your final destination

We offer re‐routing to your final destination at the earliest opportunity or at a later date that suits you, depending on seat availability.

C. Meals and refreshments in a reasonable relation to the waiting time
D. Two telephone calls or emails
E. Hotel accommodation and transport between the airport and place of accommodation

These are offered if you must wait at least one night after the scheduled time of departure and are subject to local availability. 

Compensation for downgrading:

If you are involuntarily placed in a lower class than that for which your ticket was purchased, you can receive a certain percentage of the fare paid as reimbursement.

You are offered a fixed amount as compensation or are able to receive compensation within seven days as follows:
a) 30% of the price of the ticket for flights of 1,500 kilometers or less.
b) 50% of the price of the ticket for intra‐EU flights of more than 1,500 kilometers.
c) 50% for all other flights between 1,500 and 3,500 kilometers.
d) 75% of the ticket price for all flights not falling under a), b) and c).

Who should you contact if you have any questions?
If you have determined that you are entitled to some form of assistance and/or compensation, please contact our airport staff. They can give you a folder with your rights.

Compensation request
If you have experienced that your flight has been cancelled or that you were denied boarding, and you believe you are entitled to compensation from the airline, you should contact customer service and use the following link: www.greatdaneairlines.dk

The company will look at the request and revert in due course.

If you disagree with any decision from Great Dane Airlines A/S you can contact the relevant National designated body listed below:

National designated bodies:
Trafik‐, Bolig‐ og Byggestyrelsen
Danish Transport Authority
Edvard Thomsens Vej 14
DK‐2300 København S
Denmark

http://flypassager.dk/

 For all other National designated bodies please review the following list:

 https://ec.europa.eu/transport/sites/transport/files/2004_261_national_enforcement_bodies.pdf