Information

Canaryfly History

Canaryfly plays an important role in the lives of thousands of people who fly with the company every month, offering the best prices for inter-island transport, which fosters and supports the development of the islands. This is the company's mission and what drives it to improve every day.

It all began in 2008, when Canaryfly was created to connect the Canary Islands with the African continent. Although it wasn't until 2012, when Canaryfly decided to embark on a new venture focusing on inter-island routes, making its first regular flight between the islands in May, linking Gran Canaria and Lanzarote.

Four years later, the airline ended 2016 having increased the routes as well as the number of seats offered by more than 30%, thereby consolidating the Canary Islands airline market.

As a result of a concerted effort, in 2017, Canaryfly was awarded the prestigious ISO 9001 Quality Management System certification and the ISO 14001 Environmental Certification, in the Environmental Management System.

But... What does this mean?

Firstly, the ISO 9001 Quality Management Certificate that covers all processes related to flight organisation and management on the ground and in the air; including check-in, scheduling, planning and execution. ISO 9001 also accredits airline employees' experience, education and training.

Subsequently, the certification based on the requirements of the ISO 14001 standard recognised Canaryfly's commitment to optimising and managing resources, reducing the impact related to its activity and implementing other criteria to strengthen its commitment to protecting the environment.

The following year, Canaryfly was recognised for its excellence, this time in relation to occupational health and safety, obtaining OHSAS 18001 certification.

In 2019, it expanded the frequencies and routes between islands, and started to operate regular flights with the island of El Hierro.

In 2022, Canaryfly continued to grow and incorporated its fifth ATR in October, specifically strengthening its roots with Lanzarote.

2023 is the year in which it updates its brand identity, renewing its logo to incorporate an eighth point: the island of La Graciosa. It also takes a step forward in improving communications throughout the archipelago with the eighth island by incorporating this destination into its flight offer.

The Canaryfly fleet is made up exclusively of ATR72 turboprop aircraft, considered as the best aircraft for short regional routes and therefore, ideal for transporting passengers between the Canary Islands, which are also comfortable aircraft as well as efficient in terms of the environment.

ATRs have been the best-selling aircraft with fewer than 90 seats in the world since 2005.

An ATR aircraft takes off or lands somewhere in the world every eight seconds.

Contract Conditions

1.- For the purpose of this agreement, “ticket” refers to “travel ticket and baggage stub”, which are a part of these “agreement conditions”, with the warnings: “contractual carrier” referring to all airline carriers that carry or are committed to transporting the passenger and luggage in virtue of this agreement, or who carry out any other service related to said airline operation: “actual carrier”, refers to all other carriers that carry out all part of the agreed travel with the contractual carrier and authorised by them: “e-ticket” refers to the Itinerary/Receipt issued by in name of the contractual carrier, the E-coupons and, where applicable a boarding pass.

2.- The travel that takes place in virtue of this agreement is subject to liability regulations applied by the EU Airline Companies, in accordance with EC Legislation and the Montreal Agreement, Air Safety Law 21/2003, of 7 July, (EU Regulation 261/2004, (EC) Regulation 2027/97, the 93/13/EU Directive, and any other state, regional, EC or International Agreements or regulations that are applicable.

3.- When not contradicting the above, all travel that takes place and any other services provided by each carrier will be subject to: 1) The provisions that appear on this ticket. 2) The applicable tariffs. 3) The carrier conditions set out by the carrier, and the connected regulations that are a part of this agreement, and which may be consulted at the carrier’s offices.

4.- The name of the carrier may be abbreviated on the ticket, as long as the full name and its abbreviation appear in the manuals, carrier conditions, regulations and carrier timetables.

The carrier management is that of the departure airport that appears on the ticket opposite the first abbreviation of the carrier name; the agreed connections of those points stated on this ticket, or which appear on the carrier timetables as programmed stops on the passenger itinerary; the journey to be made in virtue of this agreement with various successive carriers will be considered as a single operation.

5.- Within the regulatory rules, the carrier ticket may be issued, either directly by the company itself or via a third party agent.

6.- Any exclusion or carrier liability limitation that is applicable in accordance with current regulations will be applied and will benefit the agents, employees and representatives, including those who operate aircraft for the company, and to employee agents and representatives of those who carry out their related functions.

7.- Checked baggage will be given to the holder of the baggage stub. In the case of damage to baggage, a written claim must be submitted to the carrier immediately after discovering the damage, or at the latest within 7 days after the baggage is handed over; in the case of any delay, the claim must be submitted within the 21 days following baggage handover.

8.- This ticket is valid for travel for one year, as of the issue date, unless otherwise specified on the ticket, in the carrier tariff manuals, under the travel conditions or applicable regulations. The ticket* price for travel in virtue of this agreement is subject to change prior to starting the journey, without affecting the option of unilateral rescission by the user. The carrier may refuse travel if the applicable tariff has not been paid.

*The fuel cost, duties and applicable taxes at the time of issue of the ticket may be subject to subsequent changes, which will involve change to the ticket price.

9.- The carrier is committed to make every effort possible to fly the passenger and their baggage as diligently as possible. Where necessary, the carrier may be replaced by other carriers, use other aircraft and change or remove connections that appear on the ticket. Timetables are subject to change. The carrier is not liable in relation to ensuring connections, apart from in cases where the carrier is responsible and those cases that are legal.

10.- The passenger should comply with regulatory requirements in relation to travelling and must submit the departure and entry documents as well as any other requirements, as well as arriving at the airport at the time stated by the carrier or, when no time is stated, in sufficient time to allow them to complete all the departure processes, and be at the stated boarding gate before the boarding cut-off time.

Should the passenger not be at the check in desk in sufficient time to allow them to complete the boarding documentation, as well as any other departure and security processes where applicable, or does not provide the relevant documentation for travel, the carrier may cancel their reservation. The flight departure shall not be delayed for those passengers who are late to check in (at the discretion of the carrier).

In this case the carrier shall not be liable for any damages incurred by the passenger who has not met the aforementioned requirements.

The time necessary to complete the check in, security, passport and any other processes required by the authorities may vary depending on each passenger and airport. If unsure, it is advised to check with the carrier beforehand, with their agents or the airport authorities.

11.- The airline will inform passengers via their sales channels regarding the identity of the airline operators when they are different from the current airline.

12.- In order to exercise rights related to this travel agreement, both parties submit to the jurisdiction of the Mercantile Tribunals and Courts where the airline company has its domicile, expressly waiving any other jurisdiction that may correspond to them.

Indemnities and Payment in the case of passenger death or injury

There is no economic limit in relation to liability for passenger injury or death. For damages up to 113,100 DEG (Special Drawing Right in Spanish*), the airline may not dispute indemnity claims. Above this amount, the airline may only contest the claim where they can prove there was neither negligence or misconduct of any kind by them. In the case of passenger death or injury, the airline must make, within a period of 15 days from the passenger identification who has a right to indemnity, a payment to cover any immediate economic needs. In the case of death, this payment may not be below 16,000 DEG (*).

Liability of airline with who the service is agreed and of the company charged with providing said service

If the flight airline is not the same as the contracting airline, the passenger may make a complaint or claim to either company. If the ticket contains the name or airline code, this will be the contracting airline.

Claim Deadlines

All claims put before a court should be submitted within two years after the flight’s arrival, or the day upon which the flight should have arrived.

Delays, cancellations and denied boarding

Where the passenger is affected due to denial of boarding or flight cancellation, as well as in cases where there is a long delay, the assistance and compensation rights as established in articles 7, 8 and 9 of (EC) Regulation 261/2004 of the European Parliament and Council of 11 February 2004 will be applicable, and under the included terms, respectively in articles 4, 5 and 6 of said Regulation for each of these cases. Similarly, and in the cases of a flight delay, where applicable the Montreal Convention of 28 May 1999 will be applicable, with the requirements and demands set out in relation (article 19), with a maximum liability for the carrier in relation to the delay of 5346 DEG (*) per passenger.

Delay, destruction, damage or loss of baggage.

In the case of delayed baggage, the airline is liable for any damage unless they have taken all reasonable measures to prevent said damage, or they have been unable to take said measures. Liability in the case of delayed baggage is limited to 1288 DEG (*). The airline is responsible in the case of destruction, loss or damage to baggage up to 1288 DEG (*). In respect to checked baggage, the airline is liable even when they are not to blame, unless said baggage was already damaged. The carrier may limit their liability when the baggage contains fragile, valuable or perishable articles, and which during handling suffers normal and inevitable wear and tear. When informing at the airline check-in, immediately prior to leaving the arrival area (or should they not have a presence at the airport to their handling agent or representative), at the airport itself. If the damaged baggage is checked baggage, the passenger will advise in writing within 7 days, and in the case of delay, within 21 days, in both cases as of the day on which the baggage was made available to the passenger. For certain types of articles, passengers may request a higher liability amount, making a special declaration when checking the baggage, and paying a supplement. The airlines conditions and tariffs in relation may also be checked

Hand luggage

As hand luggage the passenger is allowed one item with dimensions (height + width + length), which does not exceed 45x35x25 and whose total weight does not exceed 6 kg. More restrictive measures may be applied due to capacity limitations. (EC) Regulation 1546/2006, sets out new safety measures at European airports and regulates the transport of liquids.

(*) The equivalence of the Special Drawing Right (DEG) is set by the International Monetary Fund and is updated daily. Currently 1 Euro is equivalent to 0.85 DEG. The amounts that appear in this document are those set out by international agreements and other applicable regulations on 30 December 2009, which are subject to possible variations to the aforementioned agreements and regulations.

WARNING FOR PASSENGERS DENIED BOARDING DUE TO OVERBOOKING

(EC) Regulation 261/2004 of 11 February 2004, sets out common rules regarding compensation and passenger assistance in the case of denied boarding and cancellation or long delays to flights.

Furthermore, the airline will provide each passenger who has been denied boarding a document which sets out the denied boarding compensation rules.

DENIAL OF AND LIMITATION TO TRAVEL

The right to deny boarding.

For security reasons, the carrier will deny boarding to any passenger or their baggage in accordance with the exercising of reasonable discretion if they determine that:

ON-BOARD CONDUCT

If a passenger's on-board conduct is a danger to the aircraft or any other individual or their belongings, or if said passenger obstructs the cabin crew’s tasks or refuses to follow their instructions, or where their behaviour creates conflict with other passengers, the carrier may take any measures necessary in order for said passenger to cease behaving in such a manner, including immobilising the passenger concerned.

Once on board, passengers may not operate radio devices, electronic games or transmission related devices, including remote-control games, walkie-talkies or mobile telephones (which will be switched off during the entirety of the flight). Passengers will not be able to operate any other type of electronic device on board without permission from the carrier. The exception to this rule is applied to portable recording devices, hearing aids or pacemakers, which may be used.

General Information

Passengers will always act in accordance with the laws, regulations, orders or requests from destination, departure and transit countries, in accordance with the carriers rules and instructions.

The carrier will not be liable for any help or information given to the passenger in order to obtain documents, or to comply with the laws, regulations, orders, requests and requirements given to passengers by any of the carrier’s or agent’s staff, either written or by any other means, or for any consequences related to a failure to obtain said documents, or which do not comply with the aforementioned laws, regulations, orders, requests, requirements, rules or instructions.

Travel documents

The passenger will submit all entry, exit, health care or any other document as required by the laws, regulations, orders, requests or requirements of the related countries, and will allow the carrier to make and retain copies of them. The carrier reserves the right to refuse travel to any passenger who fails to comply with the laws, regulations, orders, requests or requirements, or where any document fails to be valid, or who do not allow the carrier to make and retain copies of said documents.

Denied Entry

The passenger will be required to pay any amount applicable when the carrier, when ordered by the corresponding authority to return the passenger to their departure location, or to any other location, when said passenger is not allowed to enter the country concerned, either for a connecting flight or the final destination. The carrier will not refund the price paid to the passenger for travel to the place they are denied entry to or deported from.

Passenger liability for payment of fines, detention costs etc.

If the carrier is required to pay a fine or sanction, or is required to pay a deposit or incur any costs as a consequence of a passenger failing to comply with the laws, regulations, orders, requests or requirements to travel to any of the countries concerned, or for the failure of the passenger to submit any necessary documents, said passenger will be required to pay the amounts incurred, deposited or any other costs that are incurred. The carrier may use all funds or payments made by the passenger for unused travel, or any amount that the passenger may have at the time.

WARNING TO PASSENGERS REGARDING GOVERNMENT TAXES AND DUTIES

The price of this ticket may include taxes and duties that have been set out in relation to air travel by government authorities. These taxes and duties, which may make up a significant portion of the flight costs, will be shown in the “TAXES” section of the ticket. The passenger may also be required to pay any duties or fees that have not been previously charged.

WARNING REGARDING CANCELLATION OF SEATS

When a seat is properly reserved, and due to any circumstance cannot be used, we ask you to cancel. This will enable travel for another passenger, and will also involve a possible charge for failing to cancel your reservation on time.

HAZARDOUS ARTICLES IN BAGGAGE

For security reasons, a passenger’s baggage may not contain hazardous items such as:

Medicines and toiletries necessary for travel may be taken in limited quantities, such as hair atomisers, perfumes or medicines that contain alcohol. Many of the aforementioned articles may be carried as MERCHANDISE, if they are packaged in accordance with specific regulations. Please request further information should you consider necessary. The airline may refuse travel with certain products if in relation to their size, shape, features or weight may not be considered as baggage.

SPECIAL ARTICLES

Certain special articles such as money, jewellery, precious metals, computers, personal electronic devices, negotiable documents, special value business documents, passports and ID documentation may not travel as checked baggage.

DELIVERY OR COLLECTION OF CHECKED BAGGAGE

Passengers should collect their checked baggage as soon as it is made available to them at the relevant points and locations. Should the passenger fail to collect their baggage within a reasonable amount of time, the carrier may impose a storage cost. Should the passenger fail to collect their baggage in a period of 3 months after it is made available to them, the carrier will have the right to retain said baggage with no liability in relation to the passenger, should they claim it after said date.

CUT-OFF TIME FOR FLIGHT ACCEPTANCE

The flight acceptance cut-off time is the minimum time prior to the official scheduled flight departure time, stated on the ticket, in which the passenger should have been admitted to the flight with their baggage having been checked, being in possession of the boarding pass and being ready at the boarding gate. Once the cut-off time has been exceeded, access to the flight will be denied.

The carrier will not be liable for denied boarding when the passenger attempts to board after said cut-off time.

THE MINIMUM ACCEPTANCE TIME OF PASSENGERS FOR THE FLIGHT IN RELATION TO ALL CANARYFLY SERVICES IS 30 MINUTES.Should any of these flights not be a CANARYFLY flight, or when the passenger is travelling from an airport outside Spanish territory, please request the cut-off time from the ticket issuer at the departure airport.

When arriving at connecting flight points, we request that passengers check the connecting flight or return flight reservations, and inform the carrier of your temporary address or contact telephone number in order to be advised of any information that may be of interest to you.

ALL CANARYFLY FLIGHTS ARE NON-SMOKING.

In accordance with the provisions of section Q) of article 7 of Law 28/2005, of 26 December, in the draft that appears in section seven of the single article of Law 42/2010, of 30 December, smoking on board any flight with departure and destination within national territory, and on all Spanish airline flights is forbidden, including those shared with flights from other companies.

AMENDMENTS TO THE AGREEMENT

No agent, employee, administrator or representative of CANARYFLY has the authority to alter or amend any of the Agreement Conditions contained herein, or of the CANARYFLY regulations, nor may they renounce them.

PREVAILING VERSION

These Agreement Conditions were originally written in Spanish and maybe provided translated into other languages. In the case of any conflict amongst said versions and with the original being in Spanish, said Spanish version will prevail.

FINAL PROVISION

Without affecting the above conditions of this agreement, in accordance with the provisions of sections 1 and 2 of article 6 of (EC) Regulation 2027/97, of 9 October 1997, amended by section 10 of article 1 of (EC) Regulation 89/2002, of 30 May 2002, the corresponding Annex in relation to the EC Regulation is attached to this agreement.

ANNEX

Responsibility of airlines in relation to passengers and their baggage.

This information summarises the rules related to liability matters applied by EU companies in accordance with EU legislation and the Montreal Convention.

Indemnity in the case of death or injury.

There is no economic limit in relation to liability for passenger injury or death. For damages up to 128,821 DEG (approximate amount in local currency), the airline may not dispute indemnity claims. Above this amount, the airline may only contest the claim where they can prove there was neither negligence or misconduct of any kind by them.

Payments. In the case of passenger death or injury, the airline must pay in a period of fifteen days as of the individual’s identification with a right to indemnity date, a payment to cover any immediate economic needs. In the case of death, this payment may not be below 16 000 DEG (approximate amount in local currency).

Delay of the passenger. In the case of delayed passengers, the airline is liable for any damage unless they have taken all reasonable measures to prevent said damage, or they have been unable to take said measures. Liability in the case of passenger delay is limited to 5346 DEG (approximate amount in local currency).

Baggage delays. In the case of delayed baggage, the airline is liable for any damage unless they have taken all reasonable measures to prevent said damage, or they have been unable to take said measures. Liability in the case of baggage delay is limited to 1288 DEG (approximate amount in local currency).

Destruction, loss or damage to baggage. The airline is liable in the case of destruction, loss or damage to baggage up to the amount of 1288 DEG (approximate amount in local currency). In respect of checked baggage, it is still liable even when not at fault, unless the baggage was already damaged. In relation to non-checked baggage, the airline is only liable for damage of which it is at fault.

Higher amount limits for baggage. Passengers may request a higher liability amount, making a special declaration when checking the baggage, and paying a supplement.

Baggage claims. If the checked baggage has been damaged, delayed, lost or destroyed, the passenger should inform the airline in writing as soon as is possible. If the damaged baggage is checked baggage, the passenger will advise in writing within seven days, and in the case of delay, within twenty-one days, in both cases as of the day on which the baggage was made available to the passenger.

Liability of airline with who the service is agreed and of the company charged with providing said service. If the flight airline is not the same as the contracting airline, the passenger may make a complaint or claim to either company. If the ticket contains the name or airline code, this will be the contracting airline.

Claim deadlines. All claims put before a court should be submitted within two years after the flight’s arrival, or the day upon which the flight should have arrived.

Basis for the information. The aforementioned rules are based on the Montreal Convention of 28 May 1999, implemented by the (EC) Regulation No. 2027/97 ( [amended by Regulation No. 89/2002] and by member states’ national legislation.

FLIGHT CANCELLATION

Dear Customer,

Canaryfly is very sorry that your flight has been cancelled. Please accept our sincere apologies. Our goal is to offer you excellent service and ensure that you make your trip under optimum conditions. In order to alleviate the inconvenience caused as far as possible, we inform you of your rights as a passenger in accordance with Regulation (EC) No 261/2004.

In accordance with Regulation (EC) 261/2004 of the European Parliament and of the Council of 11 February 2004, where a flight is cancelled, i.e a scheduled flight on which at least one seat was booked did not take-off from:

• An EC airport, or
• An airport located in a non-EU country, the rules of which do not provide for compensation and assistance, to an EC airport and the carrier responsible for the flight is an EC company.

Provided that the passenger:

• Has a confirmed booking on the flight, a ticket (printed or electronic) or other proof that they had been accepted and registered by the aviation company, was present to check-in under the conditions required and at the time indicated previously in writing or by electronic means (if no time is indicated, at least 45 minutes before the time of departure) or,
• They were transferred from the flight for which they had a reservation to another flight.

The air carrier in charge of a flight is not obliged to pay compensation to the passenger:

• If it can be proved that the cancellation was due to extraordinary causes that could not have been avoided even if reasonable measures had been taken, particularly in cases of political instability, weather conditions incompatible with the performance of the flight, safety risks of which the company is not responsible, unexpected shortcomings in flight safety, strikes affecting the operations of an air carrier operating a flight and the impact of an air traffic management decision, in relation to a given aircraft and on a given date, result in a long delay, a delay from one day to the next or the cancellation of one or more flights of the aircraft, even if the air carrier concerned has done everything it can to avoid such delays or cancellations.
• The passenger has been informed of the cancellation at least two weeks prior to the programmed departure time.
• The passenger has been informed of the cancellation between two weeks and 7 days in relation to the programmed departure time, and where they are offered alternative transport that allows them to depart within two hours in relation to the programmed departure time and arrive at their final destination within a 4 hour delay, in relation to the programmed arrival time.
• The passenger has been informed of the cancellation at least 7 days prior in relation to the programmed departure time, and where they are offered another flight that allows them to depart within 1 hour in relation to the programmed departure time and arrive at their final destination within a two hour delay, in relation to the programmed arrival time.

If none of these above apply, passengers with a confirmed seat reservation for a cancelled flight shall be entitled to:

1. The right to assistance, consisting of:
1. Choosing between a refund or alternative transport in accordance with the following options:
• A refund within a period of 7 days (in cash, via a bank transfer, cheque, travel vouchers or other agreed services) of the full cost of the ticket, at the price at which it was bought, corresponding to the part or parts of the journey not used, or of the entire journey if the flight is unsuitable in accordance with the original travel plans, along with where applicable, a return flight to the first departure point, as soon as is possible.
• Travel to the final destination under similar conditions to those stipulated, as soon as is possible.
• Travel to the final destination, under similar conditions to those stipulated, on a date suitable to you, subject to availability.
2. In addition, and free of charge:
• Sufficient food and drink in relation to the necessary waiting time, unless the flight departure is delayed further.
• Two short telephone calls, telex or fax messages, or emails.

Canaryfly will provide special care in relation to the needs of individuals with reduced mobility and their travel companions, as well as to the needs of unaccompanied minors.

3. When arriving at the final destination under conditions similar to those of the cancelled flight, if the departure time of the new flight is the day after the originally scheduled flight or later, Canaryfly offers you:
• Hotel accommodation when a stopover of one or more nights is required.
• Travel between the airport and the accommodation location.
2. The right to compensation based on the distance between the airport of departure and the airport of arrival, consisting of:
1. 1125 Euros for flights up to 1,500 km, when the alternative transport offered has a departure time not exceeding two hours later than the one initially scheduled on the booked flight, or 250 Euros, if the delay is more than two hours.
2. 200 Euros for all intra-EC flights of more than 1,500 km and for all other flights between 1,500 and 3,500 km; the alternative transport offered arrives at the destination no more than 3 hours later than that initially provided for on the reserved flight or 400 Euros if the delay is more than 3 hours.
3. 300 Euros for all flights not included in the above points, where the alternative transport offered has an arrival at destination time not 4 hours later than that initially provided for on the booked flight; or 600 Euros if the delay is longer than four hours.

Change of travel class

Should the passenger be on on a flight with a seat class that is inferior to that which corresponds to their ticket, the corresponding percentage will be refunded (in accordance with the table) in relation to the flight ticket in question within seven days:

Distance	Refund
a) Flights of up to 1.500 km	30%
b) EU flights of more than 1500 km* and flights between 1500 and 3500 km	50%
c) All other flights	75%


**Except for flights between a member state and oversees French territories.

The refund will be paid in cash, bank transfer, electronic bank transfer, cheque or when there is a prior signed agreement by the passenger, travel vouchers or other services.

With this document we expect to comply with your right to information. Should you require, you may contact our customer service department.

Furthermore, we inform you that the Official Body you may wish to contact is:

Air Safety State Agency (AESA) Spanish - User Quality and Protection Division. Paseo de la Castellana 112, 28046 - Madrid - Tel: 91 396 82 10, or via their web page at: www.seguridadaerea.gob.es

Useful links

European Union - Passenger Rights

• https://europa.eu/youreurope/citizens/travel/passenger-rights/air/index_en.htm
• https://www.seguridadaerea.gob.es/en/ambitos/derechos-de-los-pasajeros/informacion-para-companias-aereas

FLIGHT DELAY

Dear Customer;

We apologize for the delay of your flight and in order to alleviate as far as possible the inconvenience suffered, we offer the following guarantees as legislated in Regulation (EC) 261/2004. Please accept our sincere apologies and be assured that we are doing our best to ensure that you make your trip under optimum conditions.

The case of a flight departing from:

• an EC airport, or
•  an airport located in a non-EU country, the rules of which do not provide for compensation and assistance, to an EC airport and the carrier responsible for the flight is an EC company.

Provided that the passenger:

• Has a confirmed booking on the flight, a ticket (printed or electronic) or other proof that they had been accepted and registered by the aviation company, was present to check-in under the conditions required and at the time indicated previously in writing or by electronic means (if no time is indicated, at least 45 minutes before the time of departure) or,
• Was transferred from the flight for which they had a reservation to another flight.

And if affected by a delay with respect to the expected departure time:

• A departure delay of two hours or more in the case of flights of up to 1500 km.
• A departure delay of four hours or more in the case of flights not included above.

Canaryfly provides free of charge:

• Sufficient food and drink in relation to the necessary waiting time, unless the flight departure is delayed further.
• Two short telephone calls, telex or fax messages, or emails.

Canaryfly will provide special care in relation to the needs of individuals with reduced mobility and their travel companions, as well as to the needs of unaccompanied minors.

According to Regulation (EC) 261/2004, in Article 6(1) (iii) Article 8(1)(a) "The right to reimbursement for alternative transport", where the delay is at least 5 hours and you decide not to travel on the delayed flight, in addition to the assistance described above, Canaryfly offers a refund, within seven days (in cash, by bank transfer, check, travel vouchers or other services agreed with the passenger) of the full cost of the ticket, at the price at which the ticket was purchased, corresponding to the unmade part or parts of the trip and the part or parts of the trip made, if the flight is no longer in accordance with the original travel plans, together with, if applicable, flight back to the first point of departure as soon as possible.

The right to compensation for delays is not covered by Regulation (EC) 261/2004. However, on 19 November 2009, the Court of Justice of the European Union (ECJ) delivered a judgement in Cases C-402/07 and C-432/07, which may invoke the right to be financially compensated in accordance with Article 7 of Regulation (EC) 261/2004, in certain cases of delay.

This right to compensation will occur when a passenger suffers a loss of time equal to or greater than three hours delay to final destination; that is, when they arrive at the final destination three or more hours after the initially scheduled arrival time. In such cases the right to compensation has been recognized in the following terms:

• 2250 Euros for flights up to 1500 km
• 400 Euros for all intra-EC flights over 1500 km and for all other flights between 1500 and 3500 km.
• EUR 600 for all flights not covered by the preceding paragraphs.

When the expected departure time is at least one day after the previously announced departure time, and where an overnight stay of one or more nights is required, in addition to the above, Canaryfly will offer the passenger:

• Hotel accommodation when a stopover of one or more nights is required.
• Travel between the airport and the accommodation location (Hotel or other accommodation).

The right to compensation due to delay is not included if it can be proved that the cancellation was due to extraordinary causes that could not have been avoided even if reasonable measures had been taken, particularly in cases of political instability, weather conditions incompatible with the performance of the flight, safety risks of which the company is not responsible, unexpected shortcomings in flight safety, strikes affecting the operations of an air carrier operating a flight and the impact of an air traffic management decision, in relation to a given aircraft and on a given date, result in a long delay, a delay from one day to the next or the cancellation of one or more flights of the aircraft, even if the air carrier concerned has done everything it can to avoid such delays or cancellations.

Should the passenger be on on a flight with a seat class that is inferior to that which corresponds to their ticket, the corresponding percentage will be refunded (in accordance with the table) in relation to the flight ticket in question within seven days:

Distance	Refund
a) Flights of up to 1500 km	30%
b) EU flights of more than 1500 km* and flights between 1500 and 3500 km	50%
c) All other flights	75%


*Except for flights between a member state and oversees French territories.

The refund will be paid in cash, bank transfer, electronic bank transfer, cheque or when there is a prior signed agreement by the passenger, travel vouchers or other services.

With this document we expect to comply with your right to information. Should you require, you may contact our customer service department.

Furthermore, we inform you that the Official Body you may wish to contact is:

Air Safety State Agency (AESA) Spanish - User Quality and Protection Division. Paseo de la Castellana 112, 28046 - Madrid - Tel: 91 396 82 10, or via their web page at: www.seguridadaerea.gob.es

Useful links

European Union - Passenger Rights

• https://europa.eu/youreurope/citizens/travel/passenger-rights/air/index_en.htm
• https://www.seguridadaerea.gob.es/en/ambitos/derechos-de-los-pasajeros/informacion-para-companias-aereas

DENIED BOARDING

Dear Customer,

We are sorry that for reasons beyond your control we have had to deny boarding on your reserved flight. In order to reduce as much as possible the inconvenience we may have caused you, Canaryfly offers assistance, and where appropriate, compensation, according to the specific circumstances of each case.

Regulation (EC) 261/2004 of the European Parliament and of the Council of 11 February 2004 lays down minimum standards applicable in the event of denied boarding (refusal to board passengers on a flight, even if they have a confirmed reservation on that flight and, except in the case of cancellation, were present at check-in within the time limit and under the conditions required or have been transferred by an airline or a tour operator, unless there are reasonable grounds to deny boarding, such as health or safety reasons or the submission of inappropriate travel documents). As provided for in articles (14) and (15) of that regulation, where extraordinary causes are established as unavoidable even if reasonable measures had been taken, particularly in cases of political instability, weather conditions incompatible with the performance of the flight, safety risks of which the company is not responsible, unexpected shortcomings in flight safety, strikes affecting the operations of an air carrier operating a flight and the impact of an air traffic management decision, in relation to a given aircraft and on a given date, result in a long delay, a delay from one day to the next or the cancellation of one or more flights of the aircraft, even if the air carrier concerned has done everything it can to avoid such delays or cancellations.

Applies when the flight departs from:

• An EC airport, or
• An airport located in a non-EU country, the rules of which do not provide for compensation and assistance, to an EC airport and the carrier responsible for the flight is an EC company.

Provided that the passenger:

• Has a confirmed booking on the flight, a ticket (printed or electronic) or other proof that they had been accepted and registered by the aviation company, was present to check-in under the conditions required and at the time indicated previously in writing or by electronic means (if no time is indicated, at least 45 minutes before the time of departure) or,
• TThey were transferred from the flight for which they had a reservation to another flight.

Canaryfly is required to request that volunteers relinquish their reservations in exchange for certain benefits and rights under Regulation (EC) 261/2004.

Conditions for passengers denied boarding.

• Passengers who voluntarily give up their seat: In the event that there are more passengers with a confirmed reservation on a flight than available seats, provided that check-in procedures were carried out within the minimum time required, Canaryfly will ask for volunteers to give up their confirmed seat in exchange for agreed compensation and assistance.
• Passengers who do not voluntarily give up their seat: If sufficient volunteers are not found and other passengers must be denied boarding against their will, these passengers shall be entitled to compensation and attention.

The passenger may choose between:

• Transport to the final destination under comparable conditions as soon as possible or on a later date that suits the passenger, according to available seats.
• A refund within a period of 7 days (in cash, via a bank transfer, cheque, travel vouchers or other agreed services) of the full cost of the ticket, at the price at which it was bought, corresponding to the part or parts of the journey not used, or of the entire journey if the flight is unsuitable in accordance with the original travel plans, along with where applicable, a return flight to the first departure point, as soon as is possible.

In addition, passengers will receive:

• Sufficient food and drink in relation to the necessary waiting time, unless the flight departure is delayed further.
• Two short telephone calls, telex or fax messages, or emails.
• Hotel accommodation when it is necessary to stay one or more nights and round-trip transportation between the airport and the place of accommodation (hotel or others)

Canaryfly will provide special care in relation to the needs of individuals with reduced mobility and their travel companions, as well as to the needs of unaccompanied minors.

We inform you that you are entitled to immediate compensation depending on the distance between the airport of departure and the arrival airport, in accordance with Regulation (EC) 261/2004, consisting of:

• 125 Euros for flights up to 1,500 km, when the alternative transport offered has a departure time not exceeding two hours later than the one initially scheduled on the booked flight, or 250 Euros, if the delay is more than two hours.
• 200 Euros for all intra-EC flights of more than 1,500 km and for all other flights between 1,500 and 3,500 km, where the alternative transport offered arrives at the destination no more than 3 hours later than that initially provided for on the reserved flight or 400 Euros if the delay is more than 3 hours.
• 300 Euros for all flights not included in the above points, where the alternative transport offered has an arrival at destination time not 4 hours later than that initially provided for on the booked flight; or 600 Euros if the delay is longer than four hours.

Change of travel class

Should the passenger be on on a flight with a seat class that is inferior to that which corresponds to their ticket, the corresponding percentage will be refunded (in accordance with the table) in relation to the flight ticket in question within seven days:

Distance	Refund
a) Flights of up to 1500 km	30%
b) EU flights of more than 1500 km* and flights between 1500 and 3500 km	50%
c) All other flights	75%


**Except for flights between a member state and oversees French territories.

The refund will be paid in cash, bank transfer, electronic bank transfer, cheque or when there is a prior signed agreement by the passenger, travel vouchers or other services.

With this document we expect to comply with your right to information. Should you require, you may contact our customer service department.

Furthermore, we inform you that the Official Body you may wish to contact is:

Air Safety State Agency (AESA) Spanish - User Quality and Protection Division. Paseo de la Castellana 112, 28046 - Madrid - Tel: 91 396 82 10, or via their web page at: www.seguridadaerea.gob.es

Useful links

European Union - Passenger Rights

• https://europa.eu/youreurope/citizens/travel/passenger-rights/air/index_en.htm
• https://www.seguridadaerea.gob.es/en/ambitos/derechos-de-los-pasajeros/informacion-para-companias-aereas

Our office

Location: floor one, in the Departures area of ​​the inter-island terminal, in front of the check-in counters.

Schedule: 06:00 - 21:00 hours

Aena Information

Schedule: 24 hours

Call: 928 579 130

Web: Gran Canaria Airport

Location

The Gran Canaria airport is located in the Bay of Gando, 18 kilometers from Las Palmas de Gran Canaria, capital of the Island, and 25 kilometers from the southern part of the Island, where the main tourist areas are located.

How to get?

Public transport: bus line 60, from the capital Las Palmas de Gran Canaria, and line 66, from the Maspalomas Lighthouse, the main tourist center of the Island.

Our office

Location: ground floor, in the Departures area of ​​the terminal, near the check-in counters.

Schedule: 07:00 - 11:00 and 14:30 - 18:30 hours

Aena Information

Schedule: 06:30 - 23:00 hours

Call: 928 860 600

Web: Fuerteventura Airport

Location

Fuerteventura Airport is located in El Matorral, 5 kilometers from Puerto del Rosario.

How to get?

as public transport: bus lines 3, 10 and 16 from Puerto del Rosario, capital of the Island, Caleta de Fuste, Salinas, MorroJable and Gran Tarajal, main tourist centers.

Our office

Location: ground floor, in the Departures area of ​​the terminal, near the check-in counters

Schedule: 07:00 - 22:00 hours

Aena Information

Schedule: 05:30 - 23:59

Call: 928 846 001

Web: Lanzarote Airport

Location

Lanzarote Airport, also known as César Manrique, is 5 kilometers from Arrecife, capital of the Island

How to get?

Public transport: bus line 23 from Arrecife, capital of the Island, and line 22 from Playa Honda, one of the main tourist centers of the Island.

Our office

Location: ground floor, in the Departures area of ​​the terminal, near the check-in counters.

Schedule: 06:30 - 21:00 hours

Aena Information

Schedule: 07:00 - 21:30

Call: 922 426 100

Web: La Palma Airport

Location

La Palma airport is located 8 kilometers from its capital, Santa Cruz de La Palma.

How to get?

Public transport: 500 bus line from Santa Cruz de La Palma, capital of the Island, and Los Cancajos, one of the main tourist centers of the Island.