site.btaIn Case of Cancelled, Delayed Flights, Passengers Should Contact Airline First, Says Civil Aviation Expert

Passengers whose flights are canceled or delayed should first contact the respective airline that operates the flight, Elisaveta Dimitrova, chief expert at the Civil Aviation Administration (CAA) General Directorate, told BTA on Thursday. She presented the information within the framework of an information campaign on passenger rights, which took place at the Sea Garden in Burgas. The campaign was organized by the European Consumer Centre Bulgaria and the Civil Aviation Administration General Directorate. 

If passengers do not receive a response within two months or are not satisfied with it, they can file a report with the CAA or the European Consumer Centre. "They should contact us when the event occurred at an airport on the territory of Bulgaria, regardless of the nationality of the carrier. Our services are free of charge and we recommend that they contact us because they will not have a reduction in compensation, as other traders sometimes offer for this service," Dimitrova underscored.

She noted that the amount of compensation for flight delays or cancellations varies from EUR 250 to 600, depending on the distance of the route. In order to benefit from this compensation, the delay must be by over three hours, and in the event of cancellation, the flight must not have been canceled due to extraordinary circumstances.

Regarding compensation for lost, damaged or delayed luggage, Dimitrova pointed out that the legislation does not provide for fixed compensation, but they are regulated according to the Montreal Convention. She specified that the compensation is not automatically guaranteed to the passenger, but depends on the specific conditions of the carrier. "Usually, these rates are indicated in the general conditions of the airline. Each company can vary the amounts based on a kilogram of luggage", she noted.