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Passenger Rights

Information on Passenger Rights in case of flight disruptions at airports within the EU

Information to passengers departing from an airport in the European Union regarding our policies and their rights in the event of denied boarding, flight delay or flight cancellation.

This notice contains important information about your rights established by European Regulation (EC) No. 261/2004 (‘the Regulation’) and applies:
  • Only if you are denied boarding on a flight operated by the Middle East Airlines which is departing from an airport in the European Union
  • Only if you have a confirmed reservation on the flight concerned
  • Only if you present yourself before the Check-In deadline
  • Only if your flight is cancelled by the Middle East Airlines
  • Only if your flight is delayed by more than four hours beyond its scheduled departure time
  • only if you travel on a ticket bought at a fare available to the public

Delay

In accordance with the EU Regulation a delay occurs when a flight is delayed beyond its scheduled departure time by 4 hours for flights of more than 3.500 km, by 3 hours for flights between 1.500 km and 3.500 km as well as intra-Community flights of more than 1.500 km, and by 2 hours for flights of up to 1.500 km. When your flight is expected to have a long delay, passengers are entitled to receive care while waiting. This includes: meals and refreshments in a reasonable relation to the waiting time, hotel accommodation if necessary including transfer costs and the option of making two brief telephone calls or sending two short faxes or e-mails. Care for passengers while waiting may be declined if the provision of the care would itself cause further delay. In case of more than 5 hours you are entitled to a refund of your ticket within seven days for the parts not used or for those parts already used if your flight no longer serves its purpose, and when relevant, a return flight to your first point of departure.

You are entitled to receive compensation if you arrive at your final destination with a delay of more than 3 hours provided the delay is not attributable to extraordinary circumstances which could not have been avoided, even if all reasonable measures had been taken. Examples include bad weather conditions, political instability, strikes, security risks or unexpected flight safety shortcomings.

Denied boarding

If in case of overbooking you are denied boarding involuntarily on a flight for which you hold a reservation, you are entitled to care and compensation without delay and to a refund as laid out in the previous section on ’delay’. In addition you are entitled to re-routing, under comparable conditions, to your final destination at the earliest opportunity.

Subject to availability of seats, you may instead choose re-routing to your final destination at a later date of your convenience, in which case you will have to bear yourself the cost of food, accommodation and transfer.

If you are involuntarily or voluntarily denied boarding, you have the right to an alternative flight or to a refund and compensation which can also be paid as a cheque, by bank transfer or, with your agreement, in the form of a voucher. The compensation shall be paid in cash, cheque or transfer or with your agreement in form of vouchers. The amount of the compensation depends on the distance of the schedule flight or the alternative flight proposed to you. Compensations amount to:
  • 250 € for flights up to 1.500 km
  • 400 € for flights between 1.500 km and 3.500 and intra-Community flights of more than 1.500 km,
  • 600 € for flights of more than 3.500 km.

If you are offered an alternative flight, the scheduled arrival time of which does not exceed 2 hours in respect of flights up to 1.500 km, 3 hours in respect of flights between 1.500k m and 3.500 km as well as intra-Community flights of more than 1.500 km, and 4 hours in respect of all other flights, the above, mentioned compensation amounts can be reduced by 50%, i.e.125 €, 200 € and 300 €.

These rights are not granted if you have been denied boarding on reasonable grounds, such as reasons of health, general or operational security, or inadequate travel documentation.

Cancellation

If your flight, for which you hold a valid reservation, is cancelled, you are entitled to re-routing, care, refund and compensation as laid out here above. You are not entitled to receive a compensation if the cancellation is attributed to extraordinary circumstances which could not have been avoided, even if all reasonable measures had been taken. Examples include bad weather conditions, political instability, strikes, security, risks, unexpected flight safety shortcomings.

Equally, there is no right to compensation when the passenger has been informed of the cancellation:
  • at least 14 days before the schedule time of departure
  • between 14 and 7 days before the schedule time of departure and the alternative flight departs no more than 2 hours before the originally schedule time of departure and reaches the final destination less than 4 hours after the schedule time of arrival
  • less than 7 days before schedule time of departure and the alternative flight departs no more than 1 hour before the originally schedule time of departure and reaches final destination less than 2 hours after the schedule time of arrival.

Where it is not feasible for the Middle East Airlines to arrange the care set out above, we will reimburse you for your reasonable receipted expenses upon application to: ([email protected]) Customer Services Department, Middle East Airline - Airliban, P.O Box 11-206, Beirut, Lebanon

Click here for contact details of the various National Enforcement Bodies established by each Member State of the European Union.
 
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