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DROITS DES VOYAGEURS en EUROPE
CONNAISSEZ VOUS VOS DROITS VOYAGEURS EN EUROPE ?
FERROVIAIRE : VOIR LE RÈGLEMENT (CE) No 1371/2007 DU PARLEMENT EUROPÉEN ET DU CONSEIL du 23 octobre 2007 sur les droits et obligations des voyageurs ferroviaires
EU rules on rail passenger rights apply when you travel by rail within the EU , and generally apply to all rail journeys and services.
EU countries can decide to exempt some rail services. These exceptions may apply to urban, suburban, regional, long-distance domestic trains as well as international trains that start or finish their journey outside the EU. Check before you book your rail trip.
When you buy your ticket, the railway company or ticket vendor must give you clear information on:
- general conditions applicable to your journey
- time schedules and conditions for the lowest fares and the fastest trip
- accessibility, access conditions and availability on board of facilities for people with disabilities or reduced mobility
- services available on board
- procedures for reclaiming lost luggage
- complaint procedures
During your trip, the train operator must give information about on-board services, delays, security and safety issues and connecting services. If your train is delayed or cancelled, the operator must give you information on the situation in real time and provide information on your rights and obligations.
BUS & COACH
EU rules on bus and coach rights apply if your journey starts or finishes in an EU country, and mainly apply to regular long-distance bus and coach services. These rights apply if you are travelling with regular services that operate along specified routes where passengers are picked up and set down at predefined stopping points according to a set timetable. Long-distance means that the scheduled distance of the service, not your individual trip, is 250 km or more.
EU countries can decide to exempt some purely domestic regular services and services where a large part of the route – including a scheduled stop – is outside the EU. Check before you buy your ticket.
Throughout your journey, the bus or coach operator has to provide clear and correct information about the service and your passenger rights. This information should also be made available in a format accessible for people with disabilities.
MARITIME : Rights in the event of delays and cancellations
EU rules on ship passenger rights usually apply when you travel on most ferries and cruise ships by sea or on inland waterways (rivers, lakes or canals) and if you:
- sail from an EU port
- sail to an EU port from a port outside the EU, if the service is operated by an EU transport company
- sail from an EU port on a pleasure/recreational cruise if accommodation is offered together with other facilities, with more than 2 overnight stays on board.
These rules do not apply to:
- ships that can carry up to 12 passengers
- ships that have no more than 3 crew members
- ships that cover a distance of less than 500 metres – one way
- most types of historical ship
- excursions and sightseeing ships – if they do not have accommodation facilities, or if the overnight stay does not exceed 2 nights on board
Throughout your journey, the operator has to provide clear and correct information about the service and your passenger rights, including access conditions for people with disabilities or reduced mobility. This information should also be available in a format accessible for people with disabilities.
Rights in the event of incidents at sea
EU rules also cover you, your luggage, your vehicle and if relevant, your mobility equipment in the event of an incident at sea. These rules also set out the carriers liabilities in this respect. These rules may apply to domestic sea journeys as well as all international journeys where:
- the ship is registered in an EU country
- the contract for the journey was concluded in an EU country
- the ship departs and/or arrives in an EU port
Before you travel the carrier must provide you with clear and appropriate information on your rights if you buy your ticket in an EU country or at the latest on departure if you leave from a non-EU country.
AERIEN : Les règles de l'UE relatives aux droits des passagers aériens s'appliquent:
- si votre vol s'effectue à l'intérieur de l'UE et est assuré par une compagnie aérienne établie dans l'UE ou en dehors de l'UE;
- si votre vol arrive dans l'UE en provenance d'un pays hors UE et est assuré par une compagnie aérienne de l'UE;
- si votre vol part d'un aéroport situé dans l'UE à destination d'un pays hors UE et est assuré par une compagnie aérienne établie dans l'UE ou en dehors de l'UE;
- si vous n'avez pas déjà bénéficié de prestations (indemnisation, réacheminement ou assistance de la compagnie aérienne), conformément à la législation applicable d'un pays non membre de l'UE, pour des problèmes liés à un vol lors du voyage concerné.
Par «UE», on entend les 27 pays de l'UE, y compris la Guadeloupe, la Guyane française, la Martinique, La Réunion, Mayotte, Saint-Martin (Antilles françaises), les Açores, Madère et les Îles Canaries, ainsi que l' Islande, la Norvège, la Suisse et le Royaume-Uni. L'UE ne comprend pas les Îles Féroé, l'Île de Man et les îles Anglo-Normandes.
Les vols aller et retour sont toujours considérés comme deux vols séparés, même s'ils font partie de la même réservation. Dans certains cas, la compagnie qui assure le vol (le «transporteur aérien effectif») peut être différente de celle auprès de laquelle vous avez acheté votre billet. En cas de problème, seule la compagnie qui assure le vol peut être tenue responsable. Dans les cas où une compagnie aérienne loue un avion avec un équipage (en vertu d'un contrat de location avec équipage) auprès d'une autre compagnie aérienne, la compagnie aérienne qui prend l'avion en location assume la responsabilité opérationnelle du vol et est considérée comme la compagnie aérienne effective en vertu des règles de l'UE [règlement (CE) n° 261/2004].