Terms and conditions

bmibaby customer relations

bmibaby employs the EU disruption policy which covers flight delays and cancellations and denied boarding. Passengers claiming compensation or refunds should submit their request in writing to the following address – bmibaby customer relations, PO Box 737, Castle Donington, Derby, UK, DE74 2XP.

Denied Boarding

In the event that the aircraft is downgraded passengers not travelling will, in accordance with EC Regulation 261/2004, be entitled to the following:

Compensation

Compensation is payable as per the table below. If we are able to offer travel on an alternative flight, and the arrival is no later than the relevant late arrival time below, the compensation payable is reduced by 50%

Flight Length

Compensation

50% reduction for arrival of alternative flight within

1500kms or less

€250

2 hours

Intra EU flights in excess of 1500kms

€400

3 hours

All non-EU flights 1500-3500kms

€400

3 hours

All flights over 3500kms

€600

4 hours

Re-routing

bmibaby will re-route passengers under comparable transport conditions or, if passengers choose not to travel, a refund will be given at the price paid for the part (s) of the journey not made.

All refunds/compensation, where applicable, will be paid within seven days of receipt of your claim. Payments will be made by the same means as the original form of payment or may be taken as a travel voucher for use on a bmibaby flight at a later date.

 

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Flight Cancellations

Cancellation due to extraordinary circumstances

(e.g.  weather, technical, air traffic control, airport related problems, civil unrest or security issues)

In accordance with EC Regulation 261/2004 you will be entitled to the following:

  • If you choose to travel we will provide alternative transport, under comparable conditions, to your final destination
  • If you choose not to travel we will provide a full refund of any unused portion of the ticket.

Cancellation due to reasons other than extraordinary circumstances

In accordance with EC Regulation 261/2004 you will be entitled to the following:

If you choose to travel you will receive compensation to the value of €250/£160 plus, alternative transport, under comparable conditions, to your final destination

  • If you choose not to travel you will receive compensation to the value of €250/£160 plus a refund of the cancelled sector of your journey. However, if your journey no longer serves its purpose you may be entitled to a refund of the entire ticket

please note:
If we are able to offer travel on an alternative flight and the arrival is no later than the relevant late arrival time shown below,  the compensation payable is reduced by 50%. 

Flight Length

Compensation

50% reduction for arrival of alternative flight within

1500kms or less

€250

2 hours

Intra EU flights in excess of 1500kms

€400

3 hours

All non-EU flights 1500-3500kms

€400

3 hours

All flights over 3500kms

€600

4 hours

In all circumstances we will provide for you free of charge:

  • meals and refreshments, depending on your waiting time
  • two short telephone calls, or telex, or fax messages or emails
  • if travel by a new route or alternative flight includes an overnight stay, we will provide accommodation with transport between the airport and the hotel.

 

Compensation is not applicable if you are notified of a cancellation more than 14 days prior to your departure.

 

All refunds/compensation, where applicable, will be paid within seven days of receipt of your claim. Payments will be made by the same means as the original form of payment or may be taken as a travel voucher for use on a bmibaby flight at a later date.

 

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Delays

If your bmibaby flight is subject to a delay.  In accordance with EC Regulation 261/2004, you may be entitled to the following:

When a flight is delayed as follows:

Flight Length

Delay to flight

Less than 1500kms

2 hrs or more

Trips 1500-3500kms

3 hrs or more

Trips more than 3500kms (non intra EU)

4 hrs or more

bmibaby will provide the following care to you free of charge:

  • meals and refreshments in a reasonable relation to the waiting time
  • two short phone calls, or telex, or fax messages, or e-mails

Please note that above care may not be provided, if, by doing so, this would cause the flight to be further delayed.

When a flight is delayed by over 5 hours bmibaby will offer you the above as well as:

If you choose to travel:

  • hotel accommodation where a stay of one or more nights becomes necessary transport between the airport and accommodation.

OR

If you choose not to travel:

  • We will provide a refund at the price you paid for the part or parts of the journey not made

All refunds, where applicable, will be paid within seven days of receipt of your claim. Refunds will be made by the same means as the original form of payment or may be taken as a travel voucher for use on a bmibaby flight at a later date.

If you have a query that needs addressing, please contact bmibaby Customer Relations, where they will be happy to assist you.

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