Passenger Rights - EU Regulation EG 261/2004

Garuda Indonesia flights departing from an airport in the European Union are eligible under Regulation EC 261/2004 of the European Parliament and of the Council of the European Union.

We would like to inform you of your rights under this Regulation in the event of delay, cancellation or denied boarding on our flights with a distance of 3500 km or more.

Garuda Indonesia pays special attention to the needs of blind and visually impaired people, passengers with reduced mobility and their possible companions as well as unaccompanied children.

The rights described in this overview shall apply where all of the following conditions are met:

• The operating airline is Garuda Indonesia.
• The flight departs from an airport in the European Union.
• The passenger has a confirmed booking for this flight.
• The passenger is fully checked in at the specified time or, if no time is indicated, no later than 45 minutes before the scheduled departure time.
• The passenger travels on a fare directly or indirectly accessible to the public, or on a ticket issued under a frequent flyer program or other commercial program.

1. Delay

For a flight of 3500 km or more, in the event of an expected delay of four hours or more, you are entitled to the following care:

• Meals and drinks in reasonable proportion to the duration of the waiting time.
• Two phone calls, e-mails, faxes or telexes.
• Hotel accommodation and transport to and from the hotel if the delay necessems an overnight stay necessary.

In the event of a delay in your flight, you may be entitled to compensation, unless the delay is due to extraordinary circumstances. For flights with a distance of 3500 km or more, the compensation is € 600.00. When Garuda Indonesia has offered you an alternative flight, the compensation will be reduced by 50% if the delay on arrival compared to the original flight is limited to less than four hours.

2. Cancellation

In case of cancellation of a flight of 3500 km or more, you are entitled to the following care:

• Meals and drinks in reasonable proportion to the duration of the waiting period
• Two phone calls, e-mails, faxes or telexes
• Hotel accommodation and round-trip hotel transport if the cancellation necessems an overnight stay necessary

In the event of a cancellation, passengers also have the choice between:

• An alternative flight to their final destination under similar conditions of carriage at a subsequent option indicated by Garuda Indonesia, or at the passenger's option at a later date if space is available.
• Reimbursement of the ticket for the part or parts of the journey that have not been made and for the part or parts that have already been made if further travel no longer makes sense.

In the event of a cancellation of your flight, you may also be entitled to compensation. For flights with a distance of 3500 km or more, the compensation is € 600.00.
If the cancellation is the result of extraordinary circumstances, you are not entitled to compensation.

You are also not entitled to compensation if Garuda Indonesia has informed you of the cancellation at least two weeks before departure. If you have been informed less than two weeks before departure and Garuda Indonesia has offered you an alternative flight, the compensation depends on the loss of time compared to your original flight.

3.       Denied Boarding

In the event of an overbooking of a Garuda Indonesia flight from Amsterdam, Garuda Indonesia will look for passengers who voluntarily want to give up their confirmed booking for an agreed compensation. In addition to this compensation to be agreed, volunteers have the choice between:

• An alternative flight to their final destination under similar conditions of carriage at a subsequent option indicated by Garuda Indonesia, or at the passenger's option at a later date if space is available.
• Reimbursement of the ticket for the part or parts of the journey that have not been made and for the part or parts that have already been made if further travel no longer makes sense.

If Garuda Indonesia cannot find enough volunteers, Garuda Indonesia may have to deny passengers access to the flight against their will. These passengers also have the choice between an alternative flight or a refund of the ticket as described above. In addition, these refused passengers are also entitled to:

• Meals and drinks in reasonable proportion to the duration of the waiting period
• Two phone calls, e-mails, faxes or telexes
• Hotel accommodation and round-trip hotel transport if denied boarding necessses an overnight stay

In the event of a denied boarding, you may be entitled to compensation. For flights with a distance of 3500 km or more, the compensation is € 600.00.

You are not entitled to compensation if you have not reported to the check-in desk in time, or if you are refused on reasonable grounds, such as reasons related to health, safety or security, or inadequate travel documents.

4. Official National Authority

Each EU Member State has designated a body responsible for enforcing the compensation and assistance rules as described in this overview.
The Dutch authority is the Human Environment and Transport Inspectorate(www.ilent.nl).

5. Contact Garuda Indonesia

You can contact Garuda Indonesia in the Netherlands via the e-mail address: customerrelations@garuda-indonesia.nl.
Except in the case of denied boarding, any compensation will not be paid in cash at the airport.

More information regarding the EU Regulations (Dutch):

• Inspectie Leefomgeving en Transport (ILT) (ilent.nl)
• Rechten van vliegtuigpassagiers - Your Europe (europa.eu)
• Wetten Beleidsregel handhaving verordening (EG) nr. 261/2004 en verordening (EG) nr. 1107/2006 inzake passagiersrechten luchtvaart - Overheid.nl