Passenger rights

Passengers rights

Fly peacefully, always informed

At FlyWay, we believe that traveling means feeling safe, protected, and informed at every stage of the journey.

Our goal is to offer you a punctual, reliable, and transparent service. However, under certain operational circumstances, delays, cancellations, itinerary changes, or extraordinary circumstances may occur that impact your trip.

In all these cases, your rights are protected by European legislation, in particular by  Regulation (EC) No. 261/2004 , which regulates assistance, refunds, and compensation for air passengers.

The provisions apply:

  • to all FlyWay flights departing from airports located in the European Union;
  • to flights arriving in the European Union operated by community carriers;
  • to passengers with a confirmed reservation and a valid travel document.

When a service issue occurs, FlyWay is committed to assisting you as quickly, easily, and effectively as possible.

Flight delays

Even when a flight is delayed, our commitment remains the same: to accompany you to your destination with the utmost care.

Under European law, you are entitled to assistance if the expected delay exceeds:

  • 3 hours  for flights up to 1,500 km Compensation €250.00
  • 3 hours  for intra-EU flights over 1,500 km and for flights between 1,500 and 3,500 km compensation €400.00
  • 4 hours  for flights over 3,500 km compensation €600.00.

Assistance may include:

  • meals and drinks in proportion to the wait;
  • two free communications (email or phone calls);
  • hotel accommodation, where necessary;
  • transfers to and from the airport.

If the delay exceeds  5 hours , you can choose to cancel the trip and request a refund for the unused portion of the ticket.

If you arrive at your destination more than  3 hours late , you may be entitled to financial compensation, except in cases of exceptional circumstances.

Flight cancellation

If your flight is cancelled, FlyWay offers you immediate support and alternative solutions.

You can choose between:

  • full refund of the ticket , or
  • re-protection on the first available flight to your final destination.

If the cancellation is due to the carrier’s operational responsibilities, you may be entitled to financial compensation.

Compensation is not due if:

  • you were informed at least 14 days before;
  • you were offered an alternative flight with a similar schedule;
  • the cancellation is due to extraordinary circumstances.

Denied boarding (Overbooking)

In the event that you are not allowed to board despite a valid reservation, FlyWay guarantees you:

  • full assistance;
  • choice between refund or alternative flight;
  • possible financial compensation.

The amount provided for by European legislation is:

  • €250  for flights up to 1,500 km
  • €400  for flights between 1,500 and 3,500 km
  • €600  for flights over 3,500 km

The fee may be reduced by 50% if the alternative flight allows for a limited delay in arrival. Class upgrade (Downgrade)

If you are assigned to a lower class than the one you purchased, you are entitled to a pro-rata refund:

  • 30%  of the segment price up to 1,500 km
  • 50%  for intermediate routes
  • 75%  for routes longer than 3,500 km

The refund is processed within 7 days.

Baggage: delay, damage or loss

If your baggage is delayed, damaged or lost, FlyWay applies the protections provided by the  1999 Montreal Convention .

We urge you to report the problem immediately at the Lost & Found desk at the airport.

Complaint deadlines:

  • within  7 days  in case of damage;
  • within  21 days  in case of delayed delivery.
  • Extraordinary circumstances

In some situations beyond FlyWay’s control, financial compensation may not be due.

Among these:

  • extreme weather conditions;
  • air traffic control strikes;
  • government restrictions;
  • health emergencies;
  • airport closures;
  • political instability;
  • security risks.

In these cases, FlyWay will continue to provide you with assistance and support.

Passengers with reduced mobility

FlyWay guarantees full assistance to passengers with disabilities or reduced mobility in compliance with  Regulation (EC) No. 1107/2006 .

We recommend requesting assistance at least  48 hours before departure  to allow us to organize the service in the best possible way.

More information:

EU Regulation 1107/2006: https://eur-lex.europa.eu/legal-content/EN/TXT/?uri=CELEX%3A32006R1107

Rights of passengers with reduced mobility: https://europa.eu/youreurope/citizens/travel/transport-disability/reduced-mobility/index_en.htm

How to request assistance or compensation

If you believe you are entitled to a refund, compensation, or would like support, you can contact FlyWay directly through our dedicated form.

We recommend contacting us directly: our specialized team will handle your request free of charge, with no intermediary costs.

Regulatory references

For further information:

Regulation (EC) No. 261/2004: https://eur-lex.europa.eu/legal-content/EN/TXT/?uri=CELEX%3A32004R0261

Montreal Convention: https://eur-lex.europa.eu/LexUriServ/LexUriServ.do?uri=CELEX:22001A0718(01):EN:HTML

ENAC – Passenger rights:

Passengers

Official EU portal – Air Passenger Rights: https://europa.eu/youreurope/citizens/travel/passenger-rights/air/index_en.htm

European ODR platform for dispute resolution: https://consumer-redress.ec.europa.eu/index_en

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NOTE: The Passengers Rights have been translated into English for informational purposes and transparency. In case of discrepancies, the original Italian version shall prevail.
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