THE CONTENTS BELOW ARE FOR INFORMATION PURPOSES ONLY, AS EC REGULATION 261/2004 REMAINS IN FORCE
To whom this applies
Under article 3 of EC Regulation no. 261/2004, this is applicable to the passengers on all Blu-express.com flights departing from an airport located in European Community territory, as well as to the passengers on all Blu-express.com flights departing from an airport situated in the territory of a non-EC country but bound for an airport located in the territory of the European Community, except if benefits provided for under local regulations have already been granted (for example, financial compensation, reaccommodation on an alternative flight, or other care).
Conditions for applicability
Passengers must hold a valid ticket entitling them to a seat in the passenger cabin on board the flight in question. They must also present themselves at check-in in accordance with the established formalities and at the time previously indicated on the ticket (including electronic tickets) by Blu-express.com or by an authorized tour operator or travel agent, or (if no check-in time is indicated) 45 minutes prior to the advertised departure time, at the latest.
The same provisions apply to passengers transferred by Blu-express.com or a tour operator, from a flight on which they had a booking to another flight, regardless of the reason for this
Conditions for non-applicability
These conditions are not applicable to passengers holding travel tickets acquired free or at a reduced fare which is not available, directly or indirectly, to the general public.
Denied boarding
In the event of denied boarding, that is if Blu-express.com declines to accept a passenger on board one of its flights, provided that the passenger has complied with the conditions specified in the preceding paragraph, and as long as there is no reasonable cause for denying the passenger boarding, such as reasons of health, safety or insufficient travel documents, Blu-express.com, before denying boarding, will seek to establish if there are passengers willing to give up their flight voluntarily in exchange for benefits to be agreed (see point B).
Only if the number of such volunteers is not sufficient, Blu-express.com may deny boarding to non-consenting passengers, and it will grant passengers denied boarding the compensation indicated in points A, B and C.
Flight cancellation
In the event of a flight being cancelled, Blu-express.com will grant passengers the compensation indicated under point A, provided they were not informed about the cancellation:
- With at least two weeks’ notice;
- With between seven and fourteen days’ notice, and where an alternative flight is offered departing not more than two hours prior to the original scheduled departure time and reaching the final destination less than four hours after the original scheduled arrival time;
- With less than seven days’ notice, and where an alternative flight is offered departing not more than one hour prior to the original scheduled departure time and reaching the final destination less than two hours after the original scheduled arrival time.
Cancellation of an operating flight
Blu-express.com will grant passengers the compensation indicated in points A, B and C.
PLEASE NOTE: the financial compensation will not be applicable if Blu-express.com can demonstrate that the flight cancellation was due to exceptional circumstances beyond its control despite all the appropriate measures having been taken.
Flight delay
In the event of the flight being delayed relative to the scheduled departure time:
- by at least two hours for air distances up to 1,500 Km;
- by at least three hours for all air distances within EC territory over 1,500 Km and for all other air distances between 1,500 and 3,500 Km;
- by at least four hours for all air distances over 3,500 Km outside the EU.
Blu-express.com will grant passengers the compensation indicated in point C. Moreover, where the delay is over five hours, the company will grant passengers the compensation indicated in point B.
In any case, care is provided within the terms established for each distance range.
Types of protection
A. The financial compensation offered consists of:
- 250,00 for air distances of up to 1,500 Km;
- 400,00 for air distances over 1,500 Km within EC territory and for all other air distances between 1,500 and 3,500 Km;
- 600,00 for all air distances over 3,500 Km outside the EU.
For passengers offered the opportunity to travel on an alternative flight whose scheduled arrival time is respectively no more than two, three or four hours after that of the flight originally booked, Blu-express.com will apply a 50% reduction to the financial compensation set out above.
B. Passengers will be offered the choice between:
- a refund without penalty within seven days of the full cost of the ticket for the part of the journey which did not take place, or even for the part(s) of the journey which were undertaken if rendered useless in relation to the original overall travel plan;
- and also, if deemed appropriate: a flight back to the initial departure point, at the earliest opportunity;
- boarding on an alternative flight to the final destination, in similar travel conditions, at the earliest opportunity;
- boarding on an alternative flight to the final destination, in similar travel conditions, at a later date at the passenger’s convenience, subject to availability of seats.
For cities or regions served by several airports, passenger transfer expenses from the arrival airport to the airport for which the booking was made will be borne by Blu-express.com.
C. Passengers have the right to the following free of charge:
- food and drink in proportion to the duration of wait;
- suitable hotel accommodation, should one or more overnight stays be necessary;
- two telephone calls or telex, fax or email messages;
- transport between the airport and the place of accommodation (hotel or other);
In the event of denied boarding during an all-inclusive trip, passengers must lodge a claim promptly, via recorded letter addressed directly to the organiser.
Claim/ Refund procedure
Financial compensation will be paid in cash, by electronic bank transfer, bank orders or cheques.
Letters of complaint and/or requesting reimbursement/ financial compensation must be sent promptly by recorded delivery to the following address:
Blue Panorama Airlines
Ufficio Customercare
Viale delle Arti, 123
00054 Fiumicino (RM)
Requests for refund/ financial compensation must include the address and bank details necessary in order to carry out the bank transfer.
No comment will be made to verbal requests made at the offices and/or airport agencies of Blu-express.com.
Luggage
In the event that checked baggage (i.e. that handed over at the check-in and marked with the “Baggage Identification Tag”) is not delivered or is damaged, then on arrival at the destination airport:
- A report of lost or damaged baggage stating the circumstances must be made at the Lost & Found office of the arrival airport before leaving the baggage reclaim area, by filling out the relevant forms (commonly referred to as a P.I.R., or Property Irregularity Report).
Lost luggage
Within 21 days, on penalty of expiry, of the lost baggage report being lodged, if no information has been received to indicate the baggage has been found, all the documentation described below must be sent to the Customer care office [
customercare@blu-express.com] to start the refund procedure.
Finding lost luggage
Within 21 days, on penalty of expiry, of the date when the item of luggage was made available to the passenger, all the documentation described below must be sent to the Customer care office [
customercare@blu-express.com] to start the procedure for refunding any expenses incurred.
Necessary documentation
- flight booking code for tickets purchased over the internet;
- or the original copy of the receipt, for paper tickets;
- the original P.I.R. issued at the airport;
- for luggage which has been delivered, certification of the delivery having taken place;
- the original baggage identification tag;
- the original tax receipts or invoices showing the type of goods purchased in the meantime to replace the personal belongings contained in the luggage;
- full bank details: bank name and address, the IBAN, ABI and CAB codes, current account number, SWIFT code for non-Italian accounts, and the name of the current account holder; the address and fax number (if available) of the person to whom the paperwork relates should also be included.
Luggage damage
Within 7 days, on penalty of expiry, of the date when the luggage damage report (P.I.R.) was made, either all the following documentation must be sent to the BPA Lost & Found office to initiate the refund procedure, or the passenger may go in person to one of the leather goods shops listed below, with whom the airline has an agreement.
Necessary documentation
- the flight booking code, for tickets purchased over the internet, or the original copy of the receipt, for paper tickets;
- the original P.I.R. issued at the airport;
- the original baggage identification tag;
- a list of the luggage contents which may have suffered damage.
