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Conditions of carriage

Article 17

EU Regulation 261 claims management

17.1 The paragraphs of this Article 17 will apply to all claims made by you for compensation under Regulation 261.

17.2 If you want to make a claim under Regulation 261, you must first send your claim directly to us and we will have 28 days to respond to you from the date we receive your claim. You can submit your claim at

17.3 With the exception of the circumstances set out in clause 17.4, if you ask a third party to send your claim to us on your behalf before you have first submitted your claim directly to us, we will not process it.

17.4 You may submit a claim to us on behalf of other passengers who were named on the same booking as you and who travelled with you. We may request evidence that you have the consent of the other passengers to submit a claim on their behalf.

17.6 Except for the circumstances set out in clause 17.4 above, we will not process any claims submitted by a third party unless the claim is accompanied by appropriate documentation which shows that the third party has been appointed by you to act on your behalf.  

17.7 This Article does not prevent you from seeking legal or other third party advice before submitting your claim to us.

Regulation 261 means Regulation (EC) No. 261/2004 dated 11th February 2004 which sets out common rules on compensation and assistance to passengers in the event of denied boarding and cancellation or long delay of flights.