Air Passenger Rights


Call the free phone number from anywhere in the EU during opening hours:
(Certain mobile telephone operators do not allow access to 00800 numbers or may charge for these calls. In certain cases, these calls may be chargeable from telephone boxes or hotels.)

9:00-18:30 CET on weekdays
8:00 - 17:30 National on weekdays

or write to

Phone: 00 800 6 7 8 9 10 11




Airlines have the legal obligation to inform you about YOUR RIGHTS and where to complain.

Reduced mobility

Disabled persons and passengers with reduced mobility are protected from discrimination and, from 26 July 2008, can rely on appropriate assistance (under certain conditions) to help them through all EU airports.

Identity of the airline

You must be informed, in advance, of wich airline is operating your flight. Airlines found to be unsafe are banned or restricted within the European Union. They are listed at:


Airlines can be held liable for damages resulting from delays (limited to approx. € 4 800), for damage to and loss of baggage (limited to approx. € 1 200) and for injury and death in accidents. However, airlines shall not be liable if they have taken all reasonable measures to avoid the damages or it was impossible to take such measures.

Package holidays

Package tour operators must give accurate information on the holiday booked, comply with contractual obligations and protect passengers in case of the organiser's insolvency.

Denied boarding

You may be entitled to compensation between € 125 and € 600 depending on flight distance and the delays incurred when rerouted.

Long delays

You may request a refund of your ticket if the delay exceeds fi ve hours, but only if you decide not to travel.


Financial compensation is due unless you were informed 14 days before the flight, or you were rerouted close to your original times, or the airline can prove that the cancellation was caused by extraordinary circumstances.

Assistance by airlines

Depending on the circumstances, if you are denied boarding or your flight is cancelled or delayed, you may be entitled to receive assistance (catering, communications, and an overnight stay if necessary). In the event of denied boarding or cancellation, you may be offered the option of continuing your trip or a refund of your ticket.

More information and a list of the national authorities responsible for enforcing these rights are available at:

  • Concession of Sofia airport
  • Current Concessions
  • e-services
  • Operational Programme on Transport 2007-2013
  • ITU's 150th Anniversary
  • Development of Broadband in Republic of Bulgaria
  • Digital Agenda for Europe
  • Open Data




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