Downgrading Class Of Service

If an air carrier places you in a lower category than the category specified in the ticket, it must within 7 days reimburse you:

  • 30% of the ticket price for all flights of 1500 km or less; or
  • 50% of the ticket price for all flights within Europe of more than 1500 km, in addition to flights between the territory of Europe and for all flights between 1500 and 3500 km; or
  • 75% of the ticket price for all flights not provided for in (a) and (b), including flights between European territories.

You do not benefit compensation when:

  • You are informed about cancellation at least 14 days prior to scheduled departure time;
  • You are informed about the cancellation between 14 days and 7 days prior to the scheduled departure time and you have been offered a different line;
  • You have been informed of the cancellation less than 7 days before the scheduled departure time and you have been offered a different line;
  • If the air carrier can prove that the cancellation is caused by extraordinary circumstances

You have the right to compensation:

  • 250 euros for all flights of 1500 km or less;
  • 400 euros for all flights within Europe more than 1500 km, and for all other flights between 1500 and 3500 km;
  • 600 euros for all flights not provided for under (a) and (b);
  • If the operating air carrier has offered you another line to your final destination by an alternative flight whose arrival time does not exceed the estimated time of arrival, it may reduce the compensation provided for above to the extent 50%.

Documentation Required for Complaint:

  • Complaint Form;
  • Original travel ticket or booking code in case of internet purchase;
  • Photocopy of the passport;
  • Complete bank account information: bank name and address, account number, SWIFT code in case of a foreign bank account, name and surname of the bank account holder. If the bank account details are not the person who started the practice, the address, telephone number, fax number, e-mail should also be specified.


Instruction for the Compensation form:

1. Downgrading Class of Service Form (Click on this Link, to download the document Form)
2. Fill out Form 1 and sign it
3. Save the ticket evidences, the embarkation card and the reservation
4. Send the form to the official address of the company by mail or email (refer to company websites, customer service addresses or complaints or contact)
5. Put in ACAA emails at: pax@acaa.gov.al
6. Wait 3 weeks for your company’s response and if you do not receive a response, contact ACAA Mediation at: pax@acaa.gov.al