If your flight was cancelled‚ you were significantly delayed‚ if you were denied boarding on a flight for which you had a confirmed reservation‚ you are eligible for the rights set out in Regulation (EC) No 261/2004‚ which entered into force on 17/02/2005. The airline from whose flight the disruption occurs is responsible for securing your rights.

The Regulation shall apply:

Passengers whose scheduled flights depart from an EU member state or passengers whose scheduled flight is with an EU airline and departing from a third country to arrive in an EU country‚ provided that the passengers have not received compensation or financial support in that third country;

Only on condition that you have a confirmed reservation on the flight in question;

Only (except in the case of a cancelled flight) on condition that you present yourself for check-in at the specified time or‚ if no time has been specified‚ no more than 45 minutes before the advertised departure time;

Only on the condition that you are travelling on a fare that is available to the public.

DELAYS

According to Regulation (EC) 261/2004‚ a delay is considered to have occurred when the scheduled departure time is delayed by at least four hours‚ in the case of flights over 3500 km‚ by at least three hours in the case of flights between 1500 and 3500 km and flights of more than 1500 km within the EU‚ and by two hours in the case of flights up to 1500 km. When your flight is expected to be significantly delayed‚ you are entitled to receive assistance from the airline.

This includes: meals in a reasonable relation to the waiting time‚ possible hotel accommodation including transport costs and the opportunity to make two short telephone calls or send two faxes or e-mails. The airline is not obliged to offer this assistance if the passenger is responsible for a delay of the departure flight. In the event of delays of more than five hours‚ you are entitled to a refund of the flight ticket within seven days of the value of the trip that was not made or the value of the trip already made if the purpose of the trip was not achieved due to delays and‚ if applicable‚ to a return flight for the first departure as soon as possible.

You are entitled to compensation if your arrival at the destination airport is delayed by more than three hours and the delay is not due to exceptional circumstances that could not have been avoided by all reasonable measures; These circumstances include‚ for example‚ unfavourable weather conditions‚ political instability‚ strikes‚ safety risks and unexpected deficiencies in flight safety.

OVERBOOKING

If‚ in the event of overbooking‚ you are involuntarily denied boarding on a flight you have booked‚ you are entitled to assistance from the airline as described in "Delays". In addition‚ you will be offered a new route to the final destination of your booked flight. The new route will take place as soon as possible and under similar conditions.

You may‚ limited to available seats‚ travel to your final destination at a later date/time of your choosing‚ in which case you will be responsible for the cost of meals‚ hotel and transportation between the hotel and the airport.

If you are denied‚ voluntarily or involuntarily‚ boarding‚ you are entitled to an alternative flight or to a refund or compensation‚ which may also be provided by cheque or bank transfer or‚ with your consent‚ by gift card.

The amount of this payment depends on the distance of the planned course or the new route that has been offered to you. In flight distances:

Up to 1500 km' the compensation is €250;

Between 1500 and 3500 km and for flights over 1500 km within Europe' the compensation is €400;

From more than 3500 km' the compensation is €600.

The distance is calculated based on the last destination at which the passenger arrives after the scheduled arrival time due to denied boarding or cancellation of the flight.

If you are offered an alternative flight and the arrival time is not more than two hours after the scheduled arrival time of the originally scheduled flight‚ for flights over 1500 km‚ no more than three hours after the scheduled arrival time for flights between 1500 and 3500 km and no more than four hours after the scheduled arrival time for flights of more than 3500 km. Compensation should only be 50% of the above-mentioned payment amounts‚ i.e. €125‚ €200 or €300.

You will not be entitled to the compensation described above if you have been denied boarding on good grounds due to your fault for health or safety-related reasons or because of missing or insufficient travel documents.

CANCELLATION

If the flight for which the booking has been confirmed is cancelled‚ you have the same rights to re-legging‚ assistance‚ reimbursement and compensation as described above.

However‚ you'll not be entitled to compensation under the EU Regulation in case the incident is attributed to extraordinary circumstances that could not have been avoided by taking all reasonable measures. These circumstances include‚ for example‚ unfavourable weather conditions‚ political instability‚ strikes‚ safety risks and unexpected deficiencies in flight safety.

Likewise‚ you will not be entitled to compensation if you have been informed of the cancellation at least 14 days before departure.

you have been informed of the cancellation between 14 days and 7 days before departure and the departing flight departs no more than two hours before the original departure time and/or arrives no more than four hours after the scheduled arrival time.

you have been informed of the cancellation no less than seven days before departure and the departing flight departs no more than one hour before the original departure time and/or arrives no more than two hours after the scheduled arrival time.

A list of the respective authorities responsible for guaranteeing passengers' legal rights can be found at the link:

https://europa.eu/youreurope/citizens/travel/passenger-rights/air/index_pt.htm

https://www.anac.pt/VPT/PASSAGEIROS/DIREITOSPASSAGEIRO/DIREITOSDOSPASSAGEIROS/Paginas/DireitosdosPassageiros.aspx

REFEREEING COMMISSION

If your trip is of a private nature‚ you have the right to contact the Arbitration Committee for Public Transport‚ the independent arbitration committee for public passenger transport that oversees all carriers.

You can do this if you have complaints about:

Denied boarding‚ long delays or cancellation of flights;

The destruction' damage‚ loss or delay in the carriage of baggage' or;

Violations of duty in the carriage of passengers with disabilities or passengers with reduced mobility' or;

Violations of obligations in the performance of transport contracts;

since

You have already contacted Fly Sevenair about your problems and have not received a response in the following two months or you are not satisfied with the way your problem has been handled or disagree with how your complaint has been handled by Fly Sevenair.

Your claim is not already pending through legal action or has been pending or has been brought.

Your trip is of a private nature.

The European Commission also provides a platform for Online Dispute Resolution (ODR).
The platform can be consulted at https://ec.europa.eu/consumers/odr/main/index.cfm?event=main.home2.show&lng=PT