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passengers rights

Your rights in case of damage or loss related to your luggage:

When your luggage is damaged as a result of the flight or is not delivered on time to the airport, you have the right to file a complaint. To initiate the complaint process, it is necessary to request the preparation of a statement protocol from the airport staff as soon as you detect the damage. In the event that your luggage is not found after all baggage from the respective flight has been unloaded, you should approach the airport staff to prepare a protocol for the missing luggage. Your complaint must be made while you are still at the airport. Complaints made after you have left the airport premises will not be considered.
Afterwards, you have a period of 7 days to send your complaint via email to claims@bhairlines.com. The deadline is legally regulated, and complaints sent after it cannot be considered.
The email through which you submit your complaint must contain your names, as well as:

• 1) A protocol from the airport documenting the damage;
• 2) Boarding pass;
• 3) Baggage tag;
• 4) Photos and a brief description of the damage.

Without these documents, we cannot process your complaint, as they prove the occurrence and establish the connection of the passenger with that specific flight.
Please note that you must keep your suitcase until the end of the complaint process.
For any inquiries or issues related to the services provided by BH Air Ltd, whether it's regarding baggage claims, delayed or cancelled flights, please always send your complaints to the email address: claims@bhairlines.com. Always attach your boarding pass to the email, as it serves as evidence of your status as a passenger. Any claim you submit will be responded to within a reasonable timeframe (the legal maximum being two months). Our team strives to provide responses within shorter periods, but occasionally delays may occur due to the careful processing required for each individual claim, which necessitates technical time.

Rights to compensation and assistance in accordance with Regulation 261/2004
of the European Parliament and of the Council

Dear passengers, if your flight is cancelled or performed with significantly delay, you have rights in accordance with Regulation 261/2004 of the European Parliament and of the Council dated 11.02.2004.
In case of flight delay:

• - Two hours or more for flights up to 1500 km (short distances);
• - Three hours or more for flights оver 1500 km within the European Union (EU), as well as for other flights between 1500 km and 3500 km (medium distances);
• - Four hours or more for flights over 3500 km outside the EU (long distances).

You have right to:

• - Voucher for refreshments/food, the value of which is proportional to your delay;
• - Two free phone calls, telex, fax messages, or email, or reimbursement of the costs for them within reasonable limits;

When the delay is expected to be at least 1 day after the initial announcement, passengers are entitled to accommodation in a hotel, as well as transportation to the accommodation.
In case of canceled flight, for which you have confirmation:
In some specific cases passengers are entitled to compensation for canceled flights. Please note that compensation is not owed when:

• - Passengers are informed for the cancelation 14 days before flight date;
• - Passengers are informed for the cancelation between 7 and 13 days before flight date and rerouting is offered, where the flight departs no more than 2 hours earlier and lands no more than 4 hours later than the original;
• - Passengers are informed for the cancelation less than 7 days before the flight date and rerouting is offered, departing no more than 1 hour earlier and landing no more than 2 hours later.

Compensation is also not due when the cancellation or delay of the flight is caused by extraordinary circumstances beyond the control of the airline.
Some examples of extraordinary circumstances include:

• - Deteriorating weather conditions such as fog, strong winds, storm hazards, etc.;
• - Failure to receive takeoff or landing permission from Air Traffic Control Authorities;
• - Political instability;
• - Strikes;
• - Security risks;
• - Unexpected defects in the flight safety system.

How to exercise your rights under Regulation 261/2004:
If you believe that your rights have been affected, you can exercise them by sending your complaint to us via email at claims@bhairlines.com. In order for us to properly process your complaint, the email should contain:

• 1) Your names;
• 2) Boarding pass;
• 3) Baggage tag;
• 4) Brief description of the case.

Without these documents, we cannot process the complaint, as they prove the event and verify the passenger's connection to that specific flight.
Every inquiry from you will be answered within a reasonable timeframe (the legal maximum for this is two months). Our team strives to shorten the deadlines, but sometimes delays occur because careful processing of each individual inquiry requires technical time.

Body, designated by Republic of Bulgaria to be responsible for the enforcement of Regulation (EC) No 261/2004 of the European Parliament and of the Council of 11 February 2004 is:
General Directorate Civil Aviation Administration
Ministry of Transport of the Republic of Bulgaria
9, Diakon Ignatii Str.
BG-Sofia, 1000
tel.: +359 2 937 10 47
fax.: +359 980 53 37
e-mail: caa@caa.bg
More information and a list of the national authorities responsible for enforcing these rights are available at: http://apr.europa.eu