Claims – EU261
Claims – EU261 Passenger Rights
Passenger Rights
Claims - EU261
Star East Airline is a Romanian air carrier operating within an EU Member State and complies with Regulation (EC) No. 261/2004, which establishes passenger rights in cases of denied boarding, flight cancellation, or long delay.
When Compensation May Apply
EU261 compensation may apply when a passenger arrives at the final destination with a delay of at least three hours, and the reason for the disruption falls within the airline's operational responsibility.
- Aircraft technical problems, including faulty parts;
- Maintenance-related operational issues;
- Denied boarding due to overbooking;
- Flight cancellation.
Note: Delays are calculated based on the scheduled arrival time. Delays shorter than three hours do not create entitlement to compensation.
Extraordinary Circumstances
Certain events are considered outside the airline's control and are not compensated under EU261. These may include severe weather, airport restrictions, government measures, military activity, or air traffic flow management limitations.
Weather Conditions
- Thunderstorms affecting the departure or arrival airport;
- Flooding caused by heavy rain affecting landing or take-off;
- Fog or dust storms restricting aerodrome visibility;
- Volcanic activity in the region.
Airport Or Government Restrictions
- Airport closure due to VIP movement;
- Airport closure due to military activity;
- Airport closure due to runway maintenance, accident, or operational restrictions.
Air Traffic Flow Management
Calculated Take-Off Time (CTOT) is the time provided by the Central Flow Management Unit, based on the air traffic flow situation. CTOT, also known as an ATFM slot, usually has a tolerance of -5 to +10 minutes.
Tour Operator Non-Payment
In rare cases, a tour operator may book a charter flight and fail to meet its financial obligations to the airline. In such cases, the flight may be cancelled, and the tour operator is responsible for refunding passengers or rebooking them on another airline.
How To Submit A Claim
Passengers who believe they meet the EU261 criteria should contact Star East by e-mail at claims@stareast.net.
Please include the following documents and information:
- Scanned copy of the flight ticket showing the exact date, flight number, and passenger name;
- Scanned copy of the passenger passport;
- Name of the tour operator from which the ticket was purchased;
- Receipt or proof of payment;
- Photo from the arrival airport screen proving the delay.
Please note: Star East will reply only to the passenger or to the passenger's attorney, provided that a valid legal power of attorney is submitted.
