Air Europa bookings: changes, cancellations and refunds with Touriyo

Whether a change is allowed and what it costs depends on the fare ('Our fares'): Economy long haul LITE and STANDARD 'Permitted with penalty of €150/$175', FLEX 'Permitted without penalty'; Economy short/medium haul LITE €/$60, STANDARD €/$45 (Tel Aviv €/$100 and €/$75), FLEX free; Premium long haul STANDARD first change €150/$175, FLEX free; Business long haul STANDARD €175/$200, FLEX free; Business short/medium STANDARD €/$60, FLEX free. If the original fare is not available the fare difference is paid. Date and time changes can be done online in Manage your booking unless the flight was already changed, already checked in, paid with SUMA Miles or is a multi-city booking; otherwise through Customer Service, Facebook or X, or the travel agent. The optional 'Change Option' (€15 / 12 GBP / 19 USD per passenger, bought with the booking or the same day) allows one change up to 2 hours before departure with no penalty.

Economy LITE and STANDARD: 'Refunds: Not permitted' (short/medium haul from Israel: with €/$100 penalty). Economy FLEX long haul: allowed before departure of the first flight with a 60 EUR/USD penalty per journey (Istanbul route 400 USD per leg); short/medium haul FLEX with a €/$/£/Fr 30 penalty per journey. Premium FLEX: refundable up to 15 days before the first flight with a €150/$175 penalty, non-refundable afterwards. Business FLEX: refundable without penalty before the trip starts (J class any time); Business STANDARD not permitted. Ticket conditions: Air Europa applies a refund fee of 18 euros unless the refund is involuntary; the ticket issuance fee is never refunded unless the carrier changed or cancelled the flight; airport taxes for unused segments are refundable; refunds go back to the original payment method and, for agency-issued tickets, to the agent. Involuntary refunds (flight cancelled or missed connection caused by Air Europa) are the full price if nothing was used. Extras (seats, bags) are non-refundable unless the change is Air Europa's. Vouchers can be refunded (if refundable) 12 months after issue, within 2 months of expiry. On flights to/from the US a voucher for serious contagious illness or hospitalisation is offered with a USD 75 processing fee, valid 5 years.

Refundable tickets: Only FLEX families are refundable (Economy FLEX with 60 EUR/USD long haul or 30 short/medium per journey; Premium FLEX 150 EUR/175 USD up to 15 days before; Business FLEX free). 18 EUR refund fee on voluntary refunds. Direct-channel bookings: refund per fare conditions via Customer Service, Facebook or X; agency bookings: through the agency.

Credits and vouchers: Vouchers: refundable 12 months after issue (if refundable), request within 2 calendar months of expiry through the Call Centre. US illness/hospitalisation voucher: USD 75 fee, non-refundable, valid 5 years (14 CFR Part 262). Strike disruptions (May 2023 FAQ still published): rebooking within 30 days, re-route, voucher or refund via point of sale or Customer Service.

The US-specific page only covers DOT disability rules and the illness voucher.

Carry-on: Cabin bag 55 x 35 x 25 cm: 10 kg in Economy; Business 2 bags, 14 kg between the two. Plus one personal item 40 x 30 x 15 cm under the seat. Liquids up to 100 ml in a 1-litre bag. Bags may be sent to the hold at the gate when bins are full.

Checked bags: 23 kg (maximum 32 kg) and 158 cm per piece; Economy LITE: no checked bag included; STANDARD and FLEX: 1 piece 23 kg (flights from Bolivia to Madrid/Barcelona: 2 x 23 kg); Premium STANDARD 1 x 23 kg, Premium FLEX 2 x 23 kg; Business 2 x 32 kg. Up to 10 pieces per passenger (4 online, 10 via Customer Service); Madrid-Havana only 1 extra bag. Upgrade 23 to 32 kg only via the Call Centre or airport offices.

Fees: Extra-bag prices are not published as a table; they depend on route and are shown in the 'Luggage permitted by destination' widget and in Manage your booking (online purchase is discounted; non-refundable).

FAQ 'Is it possible to rectify the name or surname of a reservation?': spelling mistakes are corrected free of charge ('Free rectification') by contacting Air Europa via Facebook or X (07:00-24:00 Mon-Fri, 09:00-17:00 weekends), the SUMA telephone (09:00-21:00 Mon-Fri, 09:00-14:00 Sat) or the 24-hour helpline. Tickets are nominative and non-transferable; 'the name of a ticket holder cannot be changed'.

Fares table: 'No show: Not permitted' on every family (exceptions: Y class on domestic flights, J class on domestic flights). FAQ: 'You can take the return flight, even if you were unable to make the outbound flight. To do this, you must call our Customer Service team as soon as possible, or contact us through Facebook or X to let us know you will be using the ticket.' Conditions of carriage 3.3: changing the point of departure (not using the first coupon) or reversing the direction may raise the fare; Air Europa 'would appreciate being informed' when an outbound is not used, and failure to inform 'will have no effect on the passenger's reservation'.

more than 9 passengers (excluding infants)

'Passenger rights' page: Regulation (EC) 261/2004 applies to flights departing EU, Iceland, Norway and Switzerland airports and to all flights operated by EU carriers; only the operating carrier is liable; not for free or non-public reduced fares. Denied boarding: information, assistance (food, two calls/e-mail, hotel and transfers), refund within 7 days or re-routing, and immediate compensation of 250 EUR (up to 1,500 km), 400 EUR (intra-EU over 1,500 km and 1,500-3,500 km) or 600 EUR (over 3,500 km), reduced 50% if re-routed within 2/3/4 hours. Cancellation: same rights unless notified 14+ days ahead, 7-14 days with re-routing within the regulation's windows, or extraordinary circumstances (political instability, weather, security, unexpected safety deficiencies, strikes, ATC decisions). Delays: assistance after 2/3/4 hours by distance; refund within 7 days if 5 hours or more and the passenger does not travel; compensation as for cancellation if arrival is 3+ hours late. Downgrade: 30%/50%/75% refund. Useful addresses: (+34) 911 401 501 (24 hours), complaints via www.aireuropa.com > Help > Complaints, AESA (www.seguridadaerea.es) and the EU NEB list. UK261 is not mentioned.

Air Europa sells these fare families, each with its own change, refund and baggage rules:

• Economy LITE
• Economy STANDARD
• Economy FLEX
• Premium STANDARD
• Premium FLEX
• Business STANDARD (D/C/I/O)
• Business FLEX (J/C/D/I/O)

Air Europa's loyalty program is Air Europa SUMA (Miles). Miles and status are managed with Air Europa, not with Touriyo.

The fares page is the current source of penalties (Istanbul 400 USD cancellation penalty per leg; Bolivia 2 x 23 kg). The reservation FAQ still carries the May 2023 pilots' strike flexibility policy. A 'Change Option' add-on is sold for 15 EUR / 12 GBP / 19 USD.

FAQ: 'If you booked through an agency (e.g., eDreams, Gotogate, etc.), you should contact their customer service department to process the cancellation and refund of your ticket.' Changes: 'Alternatively, please contact your travel agent.' Conditions of carriage 10.1.b.iii: 'If the Ticket was purchased through an authorised Agent, the refund shall be made to that authorised Agent.' Disruption flexibility (strike FAQ): 'contact your point of sale or our Air Europa Customer Service'. Agencies have their own support lines per country ('Air Europa Agency Support') and the AEA Direct agency portal.