Information

Canaryfly has an important role in the life of more than 50 thousand canaries that fly with the company every month and benefit from the best prices in transport between islands.

Offering the best prices throughout the year and on all their routes, the canaries can easily move between the islands with Canaryfly, which favors and supports the development of the Canary Islands. This is the company's mission and what drives them to improve day by day.

In January 2017, Canaryfly achieved the prestigious ISO 9001 Quality Management System certification and also the ISO 14001 environmental certification, in the Environmental Management System.

The quality management certificate that Canaryfly has obtained covers all the processes related to the organization and management of flights, both on land and by air: billing, programming, planning and execution. In addition, ISO 9001 accredits the experience, training and training of airline employees.

For its part, certification based on the requirements of ISO 14001 recognizes Canaryfly's commitment to resource management optimization, the reduction of the impact derived from its activity and the implementation of other criteria to reinforce its responsibility with environmental protection.

In February 2018, Canaryfly has been recognized again for its excellence, on this occasion regarding occupational health and safety with the OHSAS 18001 Certification.

We encourage you to fly with Canaryfly and help us grow together with the Canarian society, communicating and sharing our philosophy.

We want to be your travel companion.

Canaryfly’s aircraft fleet is integrated exclusively by ATR72 turboprop, considered the best aircraft for short-term regional trips and therefore ideal for passenger transport between the Canary Islands, being comfortable and efficient aircraft with the environment..

The ATR is the aircraft, with less than 90 seats, most sold in the world since 2005.

Every 8 seconds, an ATR plane takes off or lands somewhere in the world.

Contract Conditions

1.- For the purposes of this contract, "ticket" means "passenger ticket and baggage check", of which the present "contract conditions" and the notices are part; “Contractual carrier” means any air carrier that transports or undertakes to transport the passenger and their luggage under this contract or to perform any other service related to said air transport; “De facto carrier” means any other carrier that performs all or part of the transport contracted with the contractual carrier and authorized by it; “Electronic ticket” means the Itinerary / Receipt issued by or on behalf of the contractual carrier, Electronic Coupons and, if applicable, a shipping document.

2.- Transportation carried out under this contract is subject to the liability rules applied by the Community Air Companies, in accordance with the Community Legislation and the Montreal Convention, Law 21/2003, of July 7, on Air Safety, Regulation (CE) 261/2004, Regulation (EC) 2027/97, Directive 93/13 / EEC, and any other state, regional, community regulations or International Agreements that may apply.

3.- As long as it is not in contradiction with the above, all transport performed and other services provided by each carrier will be subject: 1) the provisions contained in this ticket. 2) the applicable rates. 3)the transport conditions established by the carrier and related regulations that are part of this contract and that can be consulted in the offices of the carrier.

4.- The carrier's name may be abbreviated on the ticket, provided that the full name and its abbreviation appear in the manuals, transport conditions, regulations or schedules of the carrier. The carrier's address is that of the departure airport on the ticket in front of the first abbreviation of the carrier's name; the agreed stops are those points that are indicated on this ticket or that appear in the carrier's schedules as scales provided in the passenger's itinerary; the transport to be carried out under this contract by several successive carriers will be considered as a single operation.

5.- Within the provisions of the regulatory regulations, the transport ticket may be issued, either directly by the Company itself or through third parties through an agent.

6.- Any exclusion or limitation of liability of the carrier resulting from them in accordance with the applicable regulations, It will be applied and will benefit its agents, employees and representatives, including those who in their case operate aircraft in favor of the Company and the agents employed and representatives of those when acting in the exercise of their functions.

7.- Checked baggage will be delivered to the carrier of the baggage check. In the case of damage to luggage, the appropriate claim must be submitted in writing to the carrier immediately after the damage is discovered, or at most, within 7 days of the delivery date; In case of delay, the claim must be submitted within 21 days of the date the luggage was delivered.

8.- This ticket is valid for transportation for one year, from the date of issuance unless otherwise stipulated in the ticket itself, in the carrier rate manuals, in the transport conditions or in the applicable regulations. The price of the ticket * for transport performed under this contract is subject to change before the trip begins, without prejudice to the faculty of unilateral termination by the user. The carrier may refuse to carry out the transport if the applicable fare has not been paid.

*The cost of the fuel, the rates and taxes applicable at the time of issuance of the air ticket may undergo subsequent changes that result in the modification of the ticket price.

9.- The carrier undertakes to make every effort to transport the passenger and luggage with reasonable diligence. In case of need, the carrier can be replaced with the initial forecast, by other carriers, use other aircraft and modify or suppress stopovers provided on the ticket. Times are subject to change. The carrier does not assume the responsibility of guaranteeing the links, except in cases that were due to cause directly attributable to the carrier and in the cases provided by law.

10.- The passenger must meet the requirements of the regulations in relation to travel and present the departure documents, entrance and other required, as well as arriving at the airport at the time indicated by the carrier, or, if none had been fixed, with sufficient notice that allows you to complete the departure procedures and be at the boarding gate indicated before the Flight Acceptance Deadline.

If the passenger does not arrive at the check-in desk well in advance to allow him to complete the documentation for boarding, as well as emigration and security procedures, as appropriate, or do not provide the necessary documentation for the trip, the carrier can cancel the reservation. The departure of the plane will not be delayed by passengers arriving late (in the opinion of the carrier) to check in.

In this case, the carrier is not responsible for the damages that result from the passenger not having fulfilled the indicated requirements.

The time needed to complete all the procedures of billing, security, emigration and those that may be imposed by the Authorities, may vary depending on each passenger and each airport. In case of doubt, it is advisable to request the information in advance from the carrier, its agents or the airport authorities.

11.- The air transport company will inform passengers, through its sales channels, of the identity of the operating airline (s) when they are different from the air transport company.

12.- For the exercise of the actions derived from this transport contract, both parties submit to the jurisdiction of the Commercial Courts and Courts of the place where the company has its domicile, expressly waiving another jurisdiction that may correspond.

Compensation and Advance in case of death or passenger injury

There is no economic limit set for liability in case of injury or death of the passenger. For damages of up to 128.821 SDR (*), the airline may not challenge claims for compensation. Above that amount, the airline can only challenge a claim if it can prove that there was no negligence or lack of any other. In the event of the death or injury of a passenger, the airline must pay, within 15 days from the date of identification of the person entitled to compensation, an advance to cover immediate economic needs. In case of death, this advance may not be less than 16,000 SDR (*).

Responsibility of the airline with which the service has been contracted and of the company in charge of the effective provision

If the airline in charge of the flight is not the same as the contracting airline, the passenger may make a complaint or a claim to any of them. If the name or code of an airline is included on the ticket, that is the contracting airline.

Claims Deadlines

Any claim before a court must be submitted within two years of the arrival of the aircraft or the day the aircraft should have arrived.

Delays, cancellations and denied boarding In the event that the Passenger is affected by a denied boarding or cancellation of a flight, as well as in those cases in which it suffers a long delay, it will apply the rights of attendance and compensation established in articles 7, 8 and 9 of Regulation (EC) 261/2004 of the European Parliament and of the Council, of February 11, 2004, and this in the foreseen terms, respectively, in articles 4, 5 and 6 of the aforementioned Regulation for each of these eventualities. Likewise, and in the event of a flight delay, it will be applicable, in its case, the Montreal Convention of May 28, 1999, with the requirements and requirements established with respect to it (art. 19), and with a maximum limit of responsibility of the carrier regarding the delay of 5346 SDR (*) per passenger.

Delay, destruction, damage or loss of luggage. In case of delay, the airline is responsible for the damage provided that it has not taken reasonable measures to avoid the damage. Liability in case of passenger delay is limited to 1288 SDR (*). With respect to checked baggage, it is liable even if it is free of fault, unless the baggage was already damaged. The carrier may limit its responsibility when the luggage contains fragile, valuable, or perishable items, and that, in their own handling, suffered normal and unavoidable wear. If the checked baggage has been damaged, delayed, lost or destroyed, the passenger must notify it immediately, before leaving the arrivals area, at the counters of the airline (or if it did not have an airport presence at its handling agent or representative) at the airport itself. If the damaged luggage is checked baggage, the passenger will indicate it in writing within 7 days and in the case of delay, 21 days, in both cases from the day on which the luggage was made available to the passenger. For certain types of items, the passenger can benefit from a higher limit of liability, making a special declaration at the latest at the time of check-in and paying a supplementary fee, being able to consult the conditions and rates to the airline.

Hand luggage

As hand luggage a piece is allowed whose dimensions (height + width + length) do not exceed 45x35x25 and whose total weight does not exceed 6 kg. More restrictive measures may be applied due to capacity limitations. Regulation (EC) 1546/2006 establishes new security measures at European airports and regulates the transport of liquids.

(*) The equivalence of the Special Drawing Rights (SDR) is set by the International Monetary Fund and is updated daily. Currently the value of 1 euro equals 0.85 SDR. The amounts appearing in this document are those established by international conventions and other applicable regulations as of December 28, 2019, these amounts being subject to the possible variations introduced by the agreements and other reference regulations.

NOTICE TO PASSENGERS NOT ADMITTED TO THE SHIPMENT FOR LACK OF PLACES

Regulation (EC) 261/2004 of February 11, 2004, establishes common rules on compensation and assistance to air passengers in case of denied boarding and cancellation or long delay of flights.

Likewise, the air carrier will provide to each of the passengers to whom the boarding has been denied, a form indicating the compensation rules for denied boarding.

NEGATIVE AND TRANSPORTATION LIMITATION

Right to deny transport

For security reasons, the carrier will deny the transport of any passenger or their luggage according to an exercise of reasonable discretion if it is determined that:

ONBOARD CONDUCT

If the conduct of a passenger on the plane endangers the plane or any person or their belongings, or if such a passenger obstructs the crew's obligations or refuses to follow the instructions of that one, or its behavior creates conflicts with other passengers, the carrier can take the necessary measures so that the passenger ceases in said attitude, including the immobilization of the passenger.

Once on the plane, the passenger cannot operate radio devices, electronic cigarettes, electronic games or transmission devices, including remote control toys, walkie-talkies or mobile phones (that will be off during the entire flight). The passenger may not operate with any other type of electronic device on the plane, without the permission of the carrier. The exception to this rule applies to portable recorders, hearing aids or pacemakers, which can work.

General

The passenger must always act according to the laws, regulations, orders and requests of the countries of destination, of origin and passage and in accordance with the rules and instructions of the carrier.

The carrier will not be responsible for any assistance or information to the passenger in obtaining documents or for compliance with the laws, regulations, orders, requests and requirements given to the passenger by any employee or Carrier Agent, whether it is in writing or by any means, or for the consequences that may arise from failure to obtain the documents or that does not comply with the aforementioned laws, regulations, orders, requests, requirements, rules or instructions.

Travel Documentation

The passenger will present all the documents of entry, exit, health or any other that is required by the laws, regulations, orders, requests or requirements of the affected countries and allow the carrier to make and keep copies of them. The carrier reserves the right to refuse transportation to any passenger who does not comply with the laws, regulations, orders, requests or requirements or if the documents are not valid or that does not allow the carrier to make and keep copies of said documents.

Entry refusal

The passenger will be obliged to pay the amounts that are applicable when the carrier, by order of the corresponding Authority, is required to return the passenger to his place of origin, or to any other place, because the passenger is not admitted to enter the country, whether it is transit or its final destination. The carrier will not reimburse the passenger the price paid by him for the concept of transportation to the point of refusal of entry or deportation.

Passenger responsible for the payment of Fines, Detention Costs, etc...

If the carrier is obliged to pay any fine or penalty, or must make a deposit or pay any expenses as a result of the passenger not complying with the laws, regulations, orders, requests or requirements to travel from any of the affected countries, or for the failure of the passenger to present the necessary documents, the passenger must reimburse the amounts paid, deposited or any other expenses incurred. The carrier may use all the funds or payments of the passenger for unrealized transport or any sum that the passenger may have at that time.

NOTICE TO PASSENGERS ON TAXES AND GOVERNMENT FEES

The price of this ticket may include taxes and fees that have been established on air transport by government authorities. These taxes and fees, which can configure a significant portion of the cost of air transport, will be discriminated in the “TAXES” box of the ticket. It may also require the passenger to pay fees or taxes that have not been previously charged.

NOTICE ON CANCELLATION OF PLACES

If you have your place reserved and for some reason you could not use it, please proceed to the cancellation of it. This will facilitate the trip to another passenger, as well as the possible penalty for not canceling your reservation on time.

DANGEROUS ITEMS IN LUGGAGE

For safety reasons in the passenger's luggage there should be no dangerous items, such as:

In limited quantities you can take medicines and toiletries needed for the trip, such as hair spray, perfumes or medicines containing alcohol. Many of the mentioned items can be transported as a MERCHANDISE if they are packed according to the regulations. They cannot be carried in checked luggage electronic cigarettes (may only be carried in carry-on luggage). Request additional information if necessary. The company may refuse to transport certain products if, in view of their size, shape, characteristic or weight, they cannot be considered as luggage.

SPECIAL ITEMS

Certain special items such as money, jewelry, precious metals, computers, personal electronic devices, negotiable documents, business documents of special value, passports and identification documents may not be transported as checked baggage.

DELIVERY OR COLLECTION OF BILLED LUGGAGE

The passenger must pick up their checked luggage as soon as it is available for it at the points and places destined for it. If the passenger does not collect their luggage in a reasonable period of time, the carrier may impose a storage cost. If the passenger does not collect the luggage within 3 months after the luggage has been made available, the carrier may dispose of it without liability to the passenger, if I claimed after that date.

TIME FLIGHT ACCEPTANCE LIMIT

The flight acceptance deadline is the minimum time in advance of the official scheduled departure time of the flight, indicated on the ticket, in which the passenger must have been admitted to the flight, have your luggage checked, be in possession of the boarding pass and be at the boarding gate. After this time limit the flight will be closed.

The carrier does not incur any responsibility for the non-acceptance of the passenger when he is present on an already closed flight.

THE MINIMUM TIME OF ACCEPTANCE OF PASSENGERS ON THE FLIGHT FOR ALL CANARYFLY SERVICES IS 30 MINUTES.If any of those flights is not of CANARYFLY or you travel from an airport outside the Spanish territory, request from your issuing agent the presentation deadline at the departure airport.

Upon arrival at transit points, passengers are kindly requested to check the reservations of their next stopover, or of the return trip, and communicate their temporary address or a contact telephone number to the carrier in order to be advised of any information that might interest you.

ALL CANARYFLY FLIGHTS ARE NON-SMOKING.

In accordance with the provisions of paragraph J) of paragraph 2, of article 7 of Royal Decree 192/1988 in the wording given by Royal Decree 1293/1999 Smoking is not allowed on commercial flight aircraft whose origin and destination are in National territory.

ALL CANARYFLY FLIGHTS ARE NON-SMOKING

In accordance with the provisions of section Q) of article 7 of Law 28/2005, December 26, in the wording given by section seven of the sole article of Law 42/2010, December 30, smoking is not allowed in aircraft with origin and destination in the national territory and on all flights of Spanish airlines, including those shared with company flights.

CONTRACT MODIFICATIONS

No agent, employee, administrator or representative of CANARYFLY has the authority to alter or modify any of the Conditions of the Contract mentioned herein or the CANARYFLY regulations or to waive them.

PREDOMINATING VERSION

These Conditions of Contract were originally written in Spanish and may be submitted translated into other languages. In case of conflict between these versions and the original in Spanish, it will be the latter that prevails.

FINAL DISPOSITION

Without prejudice to the provisions of this contract, in accordance with the provisions in paragraphs 1 and 2 of Article 6 of Regulation (EC) 2027/97, of October 9, 1997, modified by paragraph 10) of article 1 of Regulation (EC) 889/2002, of May 13, 2002, the corresponding Annex provided in the Community Regulation is attached to this present contract.

ANNEX

Responsibility of airlines in relation to passengers and their baggage.

This information notice summarizes the applicable liability regulations by Community airlines, in accordance with Community legislation and the Montreal Convention.

Compensation in the event of death or injury. There is no financial limit set for liability in the event of passenger injury or death. For damages of up to 128,821 SDR (approximate amount in local currency), the airline will not be able to challenge the compensation claims. Above this amount, the airline can only contest a claim if you can prove that there was no negligence on your part nor lack of any other kind.

Advances. In case of death or injury of a passenger, the airline must pay, in the period of fifteen days from the day of identification of the person entitled to compensation, an advance to cover immediate financial needs. In case of death, this advance may not be less than 16,000 SDR (approximate amount in currency local).

Delay of the passenger. In case of delay of the passenger, the airline is responsible for damage provided that all reasonable steps to avoid the damage have not been taken or it is impossible to take such measures. The responsibility in case of passenger delay is limited to 5346 SDR (approximate amount in local currency).

Baggage delays. In case of baggage delay, the airline is responsible for damage provided that all reasonable steps to avoid the damage have not been taken or it is impossible to take such measures. The responsibility in case of luggage delay is limited to 1288 SDR (approximate amount in local currency).

Destruction, loss or damage of luggage. The airline is responsible in case of destruction, loss or damage of luggage up to the amount of 1288 SDR (approximate amount in local currency). Regarding checked baggage, it is responsible even when exempt from fault, unless the luggage is already damaged. Regarding unchecked baggage, the Airline is only responsible for damages caused by it.

Higher limits for baggage. The passenger can benefit from of higher limit of liability by making a special declaration, no later than time to bill, and paying an additional fee.

Baggage claims. If checked baggage has been damaged, delayed, lost or destroyed, the passenger must notify the airline in writing as soon as possible. If the damaged baggage is checked baggage, the passenger will indicate it in writing within seven days, and in case of delay, of twenty-one days, in both cases from the day the luggage was made available to the passenger.

Responsibility of the company with which the service has been contracted and of the company responsible for the effective provision. If the airline in charge of the flight is not the same as the contracting airline, the passenger can make a complaint or a claim to any of them. If the name or code of an airline, that is the contracting airline.

Claim deadlines. All claims in court must be filed within two years from the arrival of the aircraft or from the day the aircraft should have arrive.

Basis of information. The standards described above are based on the Convention of Montreal of May 28, 1999, developed in the Community Regulation (EC) No. 2027/97 [modified by Regulation (no 889/2002] and by the national legislation of the Member states.

CANCELLATION NOTICE

Dear Customer;

Canaryfly deeply regrets that your flight is 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 as far as possible, the inconvenience caused 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.

They were transferred from the flight for which they had a reservation to another flight.

• If you can prove that the cancellation was due to extraordinary circumstances, which could not have been avoided even if all reasonable measures had been taken (cases of political instability, weather conditions incompatible with the conduct of the flight, risks to flight safety that are beyond company management control, strikes that affect the operations of an air carrier in charge of a flight and that are not related with the airline company, and the repercussions of an air traffic management decision, in relation to a specific aircraft and on a specific date, result in a long delay, a one-day delay for the other or for the cancellation of one or more flights of the aircraft, although the interested air carrier has made every effort to avoid such delays or cancellations.
• You are informed of the cancellation of the flight at least two weeks before the scheduled departure time.
• You are informed of the cancellation between two weeks and seven days before the scheduled time of departure and are offered re-routing allowing you to depart no more than two hours before the scheduled time of departure and to reach your final destination less than four hours after the scheduled arrival time.
• You are informed of the cancellation less than seven days before the scheduled departure time and are offered re-routing, allowing you to depart no more than one hour before the scheduled time of departure and to reach your final destination less than two hours after the scheduled time of arrival.

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. Choose reimbursement or re-routing according to the following options:
• Reimbursement within seven days (in cash, by electronic bank transfer, bank orders or bank checks or, with your signed agreement, travel vouchers and/or other services) of the full cost of your ticket, at the price at which it was bought, for the part or parts of the journey not made, and for the part or parts already made if the flight no longer serves any purpose in relation to your original travel plan, together with, when relevant, a return flight to the first point of departure, at the earliest opportunity; or
• Re-routing, under comparable transport conditions, to your final destination, at the earliest opportunity; or
• Rerouting, under comparable transport conditions, to your final destination at a later date at your convenience, subject to availability of seats.
2. In addition, and free of charge:
• Sufficient food and beverage, according to the necessary waiting time, as long as it doesn't make the flight departure delayed.
• Two telephone calls, telex or fax messages, or e-mails.

Passengers with reduced mobility and their companion and unaccompanied minors will have priority and special attention.

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 in cases where a stay of one or more nights becomes necessary; and
• Transport between the airport and place of accommodation (hotel or other).
2. The right to compensation based on the distance between the airport of departure and the airport of arrival, 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 class

If the passenger is accommodated on a fight in a lower class than that for which he/she paid the ticket, the relevant percentage of the price of the fight ticket will be refunded (according to the table) in seven days.

*Except flights between a Member State and French overseas territories

The refund will be paid in cash, by electronic bank transfer, bank transfer, cheque or, by agreement.

Information for our clients

Prior claim to the airline

The term to present the prior claim is five years from the day the incident that could give rise to said claim occurred. The airline or airport manager to whom the prior claim is made will be obliged to acknowledge receipt of your submission and will respond to the prior claim as soon as possible and, in any case, within a maximum period of one month. since its introduction.

When the resolution of the previous claim is not totally satisfactory for the passenger, or if it has not been answered within a maximum period of one month from the date of presentation thereof; The passenger may appeal to the State Aviation Safety Agency (AESA, https://www.seguridadaerea.gob.es) for the alternative resolution of those disputes in which the European Union Regulations on the protection of personal data are applicable. air transport users (Reg. (CE) 261/2004 and Reg. (CE) 1107/2006), expressly excluding from this procedure claims regarding baggage, damages and clauses of the transport contract.

It is cause for inadmissibility of the claim before AESA its presentation once a period of one year has elapsed from the presentation of this previous claim. The decision adopted by AESA in the alternative dispute resolution is binding on the airline.

We hope that with this document we have complied with your right to information. If you wish, you can contact our Customer Service:

We also inform you that the national designated body for the enforcement of the Regulation EC 261/2004 is:

Agencia Estatal de Seguridad Aérea (AESA) – División de Calidad y Protección al Usuario Paseo de la Castellana 112, CP 28046 Madrid – phone 91-396.82.10- webpage: www.seguridadaerea.gob.es

External Links

European Union - Air Passengers 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

DELAY NOTICE

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.

In accordance with Regulation (EC) 261/2004 of the European Parliament and of the Council of 11 February 2004, it applies:

• 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.

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

• For two hours or more in the case of flights of 1 500 kilometers or less; or
• For three hours or more in the case or all intra-Community flights of more than 1500 kilometers and of all other flights between 1 500 and 3 500 kilometers; or
• For four hours or more in the case of all flights not included in the previous sections.

Canaryfly will offer you free of charge:

• Sufficient food and beverage, according to the necessary waiting time, as long as it doesn't make the flight departure delayed .
• Two telephone calls of a short duration, telex or fax messages, or e-mails.

Passengers with reduced mobility and their companion and unaccompanied minors will have priority and special attention.

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 judgment 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:

• 250 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.
• 600 euros for all flights not covered by the preceding paragraphs.

When the time of departure reasonably expected is at least the day after the time of departure previously announced, in addition to the assistance described above, Canaryfly will offer you:

• Hotel accommodation in cases where a stay of one or more nights becomes necessary, and
• Transport between the airport and place of accommodation (hotel or other).

Compensation right may not be applicable when in cases where an event has been caused by extraordinary circumstances which could not have been avoided even if all reasonable measures had been taken. Such circumstances may, in particular, occur in cases of political instability, meteorological conditions incompatible with the operation of the flight concerned, security risks that are beyond company management control, unexpected flight safety shortcomings, strikes that affect the operation of Canaryfly and that are not related with the airline company, and where the impact of an air traffic management decision in relation to a particular aircraft on a particular day gives rise to a long delay, an overnight delay, or the cancellation of one or more flights by that aircraft, even though all reasonable measures had been taken by the air carrier concerned to avoid the delays or cancellations.

Change of class

If the passenger is accommodated on a fight in a lower class than that for which he/she paid the ticket, the relevant percentage of the price of the fight ticket will be refunded (according to the table) in seven days.

*Except flights between a Member State and French overseas territories

The refund will be paid in cash, by electronic bank transfer, bank transfer, cheque or, by agreement.

Information for our clients

Prior claim to the airline

The term to present the prior claim is five years from the day the incident that could give rise to said claim occurred. The airline or airport manager to whom the prior claim is made will be obliged to acknowledge receipt of your submission and will respond to the prior claim as soon as possible and, in any case, within a maximum period of one month. since its introduction.

When the resolution of the previous claim is not totally satisfactory for the passenger, or if it has not been answered within a maximum period of one month from the date of presentation thereof; The passenger may appeal to the State Aviation Safety Agency (AESA, https://www.seguridadaerea.gob.es) for the alternative resolution of those disputes in which the European Union Regulations on the protection of personal data are applicable. air transport users (Reg. (CE) 261/2004 and Reg. (CE) 1107/2006), expressly excluding from this procedure claims regarding baggage, damages and clauses of the transport contract.

It is cause for inadmissibility of the claim before AESA its presentation once a period of one year has elapsed from the presentation of this previous claim. The decision adopted by AESA in the alternative dispute resolution is binding on the airline.

We hope that with this document we have complied with your right to information. If you wish, you can contact our Customer Service:

We also inform you that the national designated body for the enforcement of the Regulation EC 261/2004 is:

Agencia Estatal de Seguridad Aérea (AESA) – División de Calidad y Protección al Usuario. Paseo de la Castellana 112, CP 28046 Madrid – phone: 91-396.82.10- webpage: www.seguridadaerea.gob.es

External Links

European Union - Air Passengers 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 NOTICE

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 that are beyond company management control, unexpected deficiencies in flight safety, strikes affecting the operations of an air carrier operating a flight and that are not related with the airline company, 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,
• They 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.
• Reimbursement within seven days (in cash, by electronic bank transfer, bank orders or bank checks or, with your signed agreement, travel vouchers and/or other services) of the full cost of your ticket, at the price at which it was bought, for the part or parts of the journey not made, and for the part or parts already made if the flight no longer serves any purpose in relation to your original travel plan, together with, when relevant, a return flight to the first point of departure, at the earliest opportunity.

In addition, passengers will receive:

• Sufficient food and beverage, according to the necessary waiting time, as long as it doesn't make the flight departure delayed.
• Two telephone calls, telex or fax messages, or e-mails.
• 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)

Passengers with reduced mobility and their companion and unaccompanied minors will have priority and special attention.

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 class

If the passenger is accommodated on a fight in a lower class than that for which he/she paid the ticket, the relevant percentage of the price of the fight ticket will be refunded (according to the table) in seven days.

*Except flights between a Member State and French overseas territories

The refund will be paid in cash, by electronic bank transfer, bank transfer, cheque or, by agreement.

Information for our clients

Prior claim to the airline

The term to present the prior claim is five years from the day the incident that could give rise to said claim occurred. The airline or airport manager to whom the prior claim is made will be obliged to acknowledge receipt of your submission and will respond to the prior claim as soon as possible and, in any case, within a maximum period of one month. since its introduction.

When the resolution of the previous claim is not totally satisfactory for the passenger, or if it has not been answered within a maximum period of one month from the date of presentation thereof; The passenger may appeal to the State Aviation Safety Agency (AESA, https://www.seguridadaerea.gob.es) for the alternative resolution of those disputes in which the European Union Regulations on the protection of personal data are applicable. air transport users (Reg. (CE) 261/2004 and Reg. (CE) 1107/2006), expressly excluding from this procedure claims regarding baggage, damages and clauses of the transport contract.

It is cause for inadmissibility of the claim before AESA its presentation once a period of one year has elapsed from the presentation of this previous claim. The decision adopted by AESA in the alternative dispute resolution is binding on the airline.

We hope that with this document we have complied with your right to information. If you wish, you can contact our Customer Service:

We also inform you that the national designated body for the enforcement of the Regulation EC 261/2004 is:

Agencia Estatal de Seguridad Aérea (AESA) – División de Calidad y Protección al Usuario. Paseo de la Castellana 112, CP 28046– Madrid – phone: 91-396.82.10- webpage: www.seguridadaerea.gob.es

External Links

European Union - Air Passengers 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 - 20:30 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 - 21:00 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: 07:00 - 20:00 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.