Understanding Your Rights

Have your travel plans been disrupted? Madagascar Airlines is committed to ensuring a smooth journey for all our passengers. Here, we outline your rights in case of flight cancellations, delays, denied boarding, or overbooking.

Flight Cancellations

  • Prompt Notification: We will notify you of any flight cancellation as soon as possible via SMS, email, or other effective means.
  • Rebooking or Refund: You have the option to be rebooked on the next available flight to your destination or receive a full refund within 60 days.
  • Assistance: While you await your new flight, we will provide:
    • Meals and refreshments
    • Accommodation if necessary
    • Communication facilities (phone calls)

Significant Flight Delays

  • Compensation Threshold: Generally, passengers are eligible for compensation if their flight is delayed by more than 3 hours.
  • Compensation Amount: The amount of compensation varies based on the flight distance.
  • Exceptions: Delays caused by extraordinary circumstances such as severe weather, strikes, or air traffic control restrictions may not be eligible for compensation.

Denied Boarding (Overbooking)

  • Mandatory Compensation: If you voluntarily give up your seat, you may negotiate compensation with the airline. However, if you are involuntarily denied boarding, compensation is mandatory, and the amounts are similar to those for significant delays.
  • Assistance: We will promptly rebook you on another flight and provide assistance similar to that offered in case of a cancellation.

Downgrading

  • Potential Compensation: If you have been downgraded without your consent, you may be eligible for compensation. The amount will depend on the specific circumstances.

What You Can Do

  • Retain Documentation: Keep all relevant documents, including tickets, boarding passes, and correspondence.
  • Contact Us: Reach out to Madagascar Airlines by phone, email, or through our online channels.
  • Submit a Written Complaint: Send a registered letter with acknowledgment of receipt.
  • Seek Mediation: If you are unsatisfied with our response, you may contact an aviation mediator.

Important Note: This information is intended as a general guide and may vary based on specific regulations and the terms and conditions of your ticket.