Flights to, from and within Canada

On Eurowings flights from or to Canada, your fare will include either one item of luggage (SMART) or two (BEST/BIZclass). If you need additional luggage, you can register it one of two ways:

• Through our call centre

• At the airport

The Eurowings check-in counter usually opens three hours before departure and closes one hour before scheduled departure. Your right to carriage automatically expires upon your late arrival.
You will receive your gate information at check-in, and should be present at the gate no later than 45 minutes before the scheduled time of departure. The gate closes 15 minutes before departure. We reserve the right to cancel your booking should you not be present for boarding at the designated time. Please be aware that every airport implements control and security measures before you are allowed to enter the gate area, and that we have no control over these measures. We recommend getting to the security check as early as possible, as the wait times can vary.

You can cancel flights through the Eurowings call centre and will be refunded according to the fare you booked.

For booking changes, you have the following options:

• Transfer flights on the same route to other eligible passengers (for a fee)

• Change to another flight on the same route, provided there is enough space You may not make changes to the route. It is not possible to change individual legs of a route that involves transferring to a connecting flight.

• Booking changes are available until check-in closes, and may be made through the Eurowings call centre or at the ticket counter at the airport.

Dear passengers, we give it all our effort to carry out our flights according to schedule and bring you to your destination on time. But unfortunately, we do not always succeed in this.

Status of your flight

As interferences in air traffic can occur with little notice, we advise you to check the status of your flight before you leave for the airport.

You can also do this on the go through our online portal or with the Eurowings app.
Remember that Eurowings is always available as your first contact in the event of a delay or cancellation, and that we will try our best to offer you an acceptable solution. You can also address any complaints to the conciliatory office for public transportation, the Schlichtungsstelle für den öffentlichen Personenverkehr.

We will try to meet your requirements as soon as possible. Unfortunately, this can take a little longer than usual due to external factors and especially during peak travel season. In such cases, we ask for your patience.

Please note: During processing, our call centre can neither check nor influence the processing time, and thus cannot share any information.

You may call a conciliatory office if you have not received an answer after six weeks. An overview of the European conciliatory offices can be found on the website of the European Consumer Centre Germany.

In some exceptional cases, a plane might not have enough seats for all the registered passengers. This often occurs when the originally scheduled plane is not available and a smaller one is used in its place.

Our ground crew is on hand in such cases to help you arrive at your destination as quickly as possible. Of course, should this happen, you are entitled to assistance and in some instances compensation.

Should your flight be nullified, you can choose from

• claiming a refund of the ticket price within seven days (potentially reduced if you have already flown part of a multi-leg journey), possibly in connection with a return flight to the airport of departure at the earliest possible time,

• alternative transport to your destination with comparable travel conditions at the earliest possible time, or

• alternative transport to your destination with comparable travel conditions at a later time of your choosing, space permitting.

In the event of a foreseeable delay of

• two hours or more (for flights travelling 1,500 km or fewer),

• three hours or more (for flights travelling between 1,500 and 3,500 km) or

• four hours or more (more than 3,500 km)

and if the delay is at least 5 hours, you are entitled to a refund of the ticket price within seven days (potentially reduced if you have already flown part of a multi-leg journey), possibly in connection with a return flight to the airport of departure at the earliest possible time), instead of boarding the original flight.

Should you incur any costs while waiting for a delayed flight, especially for any of the above-mentioned reasons, we will be happy to reimburse these costs to the extent that we are legally required. Send an email to service@eurowings.com with all relevant receipts so we can review your claim for compensation.

In the rare case that you are denied travel and we are at fault, you may collect the following financial compensation upon arrival at your destination:

• Fewer than six hours: CA$900

• Between six and nine hours: CA$1,800

• More than nine hours: CA$2,400

Customers may also claim rights according to Regulation (EC) No 261/2004:

If your flight arrives more than three hours after the scheduled time of arrival or is cancelled, you may be entitled to financial compensation. A blanket payment of €600 can be paid for Eurowings flights to Canada that arrive more than three hours behind schedule.
Should your direct flight arrive more than three hours after the scheduled arrival time, you can review your rights to financial compensation according to Article 7 of Regulation 261/2004 and request the compensation directly with our online form.
If the delay is caused by an “exceptional occurrence” (e.g. the air traffic controllers strike or the weather conditions are unfavourable), airlines are not obligated to pay compensation.

For flights to Canada that are delayed longer than four hours or cancelled, our ground crew will provide you with meal vouchers. Should an on-site meal not be available, please send us your receipt(s) for any meal(s) you purchase yourself, and we will be happy to refund up to €20 per person and day. We will also reimburse up to two phone calls, faxes or emails, should they incur any costs.

If in the event of a delay or booking changes due to a cancelled flight you are unable to fly with us until the following day, we will book a hotel room on your behalf. We will also arrange your transportation to and from the hotel. If we are not able to arrange transportation, we will carry your costs for public transportation to the hotel and back to the airport. We will only reimburse taxi fare if public transportation is either unavailable (e.g. late at night) or is only available under extreme effort and inconvenience.

In some exceptional cases, we cannot offer hotel accommodation for logistical reasons, in which case we would ask you to arrange an overnight stay yourself. We would in such a case refund the cost of a mid-class hotel.

We strive to make sure you and all your luggage arrive together at your destination. Should your luggage get lost,  please file a claim immediately at our lost & found counter in the airport’s arrival area, as later claims unfortunately cannot be considered. Our colleagues at the counter will do everything they can to find your luggage as soon as possible.

Within five days of losing your luggage, the airport where you filed a lost luggage claim is exclusively responsible for finding it. Should your item of luggage not be found within that time, our central office will take over the matter. You can stay up to date on the search with our online baggage tracking page.

To find your bag as soon as we can, we ask that you send the following documents, preferably via email:

• Booking code (online confirmation number)

• Airport’s loss report

• The list of contents (BIF form) provided by the airport, filled out and signed by you

• Your bank information – not your credit card information (for banks outside Germany, please provide IBAN and SWIFT information)

• Your phone number in case of questions or updates

• Your baggage tag

Eurowings Baggage Competence Center
Postfach 51 12 55
13372 Berlin, Germany
Email: baggage@claim.eurowings.com

We are very sorry if your luggage was damaged on a Eurowings flight, and we will work hard to resolve the matter swiftly.

Should you notice damage on your item of luggage upon arrival, we ask that you make a claim immediately at our lost & found counter in the airport’s arrival area, as later claims unfortunately cannot be considered.

You must also send us a written statement about the damage within seven days after your flight.
Please send the following documents to baggage@claim.eurowings.com so we can settle the claim for damage:

• Booking code (online confirmation number)

• Damage report from your destination airport

• Receipt, or a report from a luggage speciality store testifying to the value and/or condition of the item of luggage

• Your bank information – not your credit card information (for banks outside Germany, please provide IBAN and SWIFT information)

• Your phone number in case of questions or updates
  Your baggage tag

We will respond as soon as possible upon receipt of the documents.
Each passenger is entitled to compensation up to 1,288 Special Drawing Rights (the IMF’s accounting unit, roughly equivalent to €1,590/CA$2,300/US$1,780).

We will refund any luggage check-in costs associated with an item of luggage’s delay, damage or loss.

At Eurowings, our passengers’ safety is our top priority, especially in the case of children. That’s why you are allowed to bring your own child seat on board. Eurowings and its partner airlines do not provide child seats. Children that will still be under the age of two at the end of their trip may either sit on the lap of their companion and be secured by a seatbelt extension (loop belt), or may sit in their own window seat immediately next to their companion so long as the child is secured by an approved child restraint system.

We will try our best to place children aged 2 to 14 next to their family. For technical reasons, it is not possible to reserve a seat in advance, so we recommend calling the Eurowings call centre prior to your journey to ensure a suitable seating arrangement. Our comprehensive guidelines guarantee that airport staff and flight attendants will make every effort to place children between the ages of 2 and 14 next to their companion, and that procedures are in place during the flight to do so, if possible. This service is free of charge.