THE FOLLOWING RULES SHALL APPLY:
In respect of flights departing from an airport in the EU and flights operated by a Community air carrier departing from an airport in a third country to an airport in the EU (unless you received benefits or compensation and were given assistance in that third country);
On condition that you have a confirmed reservation on the flight concerned and present yourself for check-in as stipulated and at the time indicated in advance and in writing or electronically, or, if no time is indicated, no later than 45 minutes before the published departure time;
Only to passengers travelling at a fare available directly or indirectly to the public, or on tickets issued under a frequent flyer programme or other commercial programme;
Where Titan Airways is the operating carrier of the flight.
The delay has not been a result of extraordinary circumstances.
Rules for Assistance
When we reasonably expect a flight to be delayed beyond its scheduled time of departure: (a) For two hours or more in the case of flights of 1500 kilometres or less; or (b) For three hours or more in the case or all intra-Community flights of more than 1500 kilometres and of all other flights between 1500 and 3500 kilometres; or (c) For four hours or more in the case of all flights not falling under (a) or (b).
We will offer you free of charge:
Meals and refreshments in a reasonable relation to the waiting time; and
Two telephone calls, telex or fax messages, or e-mails. When the time of departure reasonably expected is at least the day after the time of departure previously announced, in addition to the assistance described above, we will offer you:
Hotel accommodation in cases: where a stay of one or more nights becomes necessary, or where a stay additional to that intended by you becomes necessary; and
Transport between the airport and place of accommodation (hotel or other).
When the delay is at least five hours and you decide not to travel on the delayed flight, in addition to the meals and communications assistance described above, we will offer you: reimbursement within seven days (in cash, by electronic bank transfer, bank orders or bank cheques or, with your signed agreement, travel vouchers and/or other services) of the full cost of your ticket, at the price at which it was bought, for the part or parts of the journey not made, and for the part or parts already made if the flight is no longer serving any purpose in relation to your original travel plan, together with, when relevant, a return flight to the first point of departure, at the earliest opportunity.
We will offer you the assistance described above within the time limits set out in paragraphs (a)-(c) with respect to each distance bracket.
The assistance described above will apply without prejudice to any rights you may have under applicable law (including EU Directive 90/314 on package travel) to further compensation, although any such assistance granted may be deducted from any such further compensation.
This Notice is required by Regulation EC 261/2004 of the European Parliament and of the Council of the European Union in the UK:
Air Transport Users Council
If you would like to make a complaint please contact our customer relations team, who will do their best to resolve the matter promptly, at firstname.lastname@example.org.
An Online Dispute Resolution platform has been set up by the European Commission: http://ec.europa.eu/consumers/odr/ which provides easy access to alternative dispute resolution (ADR).
Please note, Titan Airways are not currently subscribed to an approved ADR scheme therefore neither the ODR platform nor any approved ADR providers will be able to accept your complaint.
If you are dissatisfied with our response, you can log your complaint with CAA’s Passenger Advice and Complaints Team (PACT) by completing the online complaint form via the CAA website: www.caa.co.uk/passengercomplaints. Under the subtitle ‘How the CAA can Help’ you will need to click on the link ‘Refer your complaint to us’. You can then access the CAA’s consumer portal where you can submit your complaint to PACT.