Your Guide As a Consumer in Bulgaria
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YOUR GUIDE AS A CONSUMER IN BULGARIA Help and advice for consumers in Europe European Consumer Centre Romania This material is part of the action 670709 - ECC-Net RO FPA which has received funding under a grant Co-funded by the for an ECC action from the European Union's European Union Consumer Programme (2014-2020). 1. General Information 1. GENERAL INFORMATION 2. Traveling in Bulgaria by plane, train or by car Bulgaria's currency is Lev (plural "Leva"), abbreviation of the 3. Customs Duty currency: BGN. 4. Hotels Banknote denominations: 2, 5, 10, 5. Pricing 20, 50, and 100 leva. 6. Payments Monedele: 1, 2, 5, 10, 20 și 50 stotinki; și 1 Lev. 7. Currency Exchange 1Lev = 100 stotinki 8. VAT Foreign currencies may be 9. Opening hours exchanged at banks or authorized 10. Shopping in supermarkets exchange offices. International airports and larger hotels also offer 11. Price reductions currency exchange services. 12. Sales 1 EUR = 1.95583 BGN and this is a 13. Product exchange fixed exchange rate of the Bulgarian National Bank. This rate may vary in 14. Your rights as consumers the different exchange offices and 15. Addresses should be noted. ATM (Bancomat) ATM machines are available at main banks and at airports and shopping centres. ATMs are available also at remote city neighborhoods, villages and tourist sites. 3 2. ARRIVING IN BULGARIA BY the ticket price. If the number of PLANE, TRAIN OR BY CAR volunteers is not sufficient then the airline can deny boarding to 2.1. BY PLANE passengers against their will. These passengers are entitled to choose If your flight is cancelled or is subject between an alternative flight or a to a ling delay, or if you are denied refund of the ticket price. boarding on a flight for which you Passengers are also entitled to hold a valid reservation, you are entitled to certain right in accordance with the EU Regulation 261/2004. The airline which carries out the irregular flight is responsible for granting you these rights. Denied boarding When the airline has overbooked the flight and has reasonable grounds to deny boarding then the airline should first call for volunteers compensation as follows: to cancel their flights in exchange of some financial benefit. In all cases - €250 for flights of 1,500km or less the volunteer can choose between - €400 for intra-community flights of an alternative flight or a refund of more than 1,500km or for other 4 flights between 1,500km and flight to the final destination. If you 3,500km choose rerouting then you have the - €600 for all other flights right of care and assistance If you choose alternative flight then according to the time of stay: you have the right of care and - Free meals and refreshments assistance according to the time of stay: - Free meals and refreshments - Free hotel accommodation if a delay means a stay of one or more nights is necessary. - Free transport between airport and accommodation. - Free hotel accommodation if a - Two free telephone calls, faxes or delay means a stay of one or more emails. nights is necessary. - Free transport between airport Cancellations and accommodation. ÎIn case the airline cancels your - Two free telephone calls, faxes or flight you are entitled to choose emails. between refund of the full ticket If the assistance is not provided price, for part or parts of the unused then you can seek reimbursement flight and rerouting at comparable of the reasonable expenses you transport conditions – another have made. 5 Besides this, you have the right to strikes, etc. claim compensation of: - 250 € for all the flights of less than Flight Delays 1500 km, In case of a flight delay over two - 400 € for flights between 1500 and hours you must be given a written 3500 km within the EU, notice setting out the rules for - 600 € for all other flights assistance. You have the right to immediate If another flight is offered to you, assistance from the airline and if the time of your arrival is not company, provided that the delay is later than the time of arrival of the of: original reserved flight, this - 2 hours or more for flights up to compensation can be decreased 1500 km with 50 %. - 3 hours or more for the flights of more than 1500 km inside the EU Please Note! The airline company is and those between 1500 km and not obliged to pay the 3500 km outside the EU compensatio - 4 hours or more for all the flights of n i f t h e more than 3500 km outside the EU cancellation is In these cases the airline should due to a case offer food and refreshments in of force major sufficient quantity and two free such as war, telephone calls, faxes or emails. bad weather, When the time for the alternative 6 flight is scheduled for the day following the originally stated day of departure you are entitled to free hotel accommodation if a delay means a stay of one or more nights is necessary and free transport be- tween airport and accommodation. - 5 or more hours of delay – you are entitled to cancel the flight and claim refund of the full ticket price. luggage the airline is liable only if at You are not entitled to a financial fault. compensation in case of a flight Almost all airlines have higher delay. liability limits for luggage by making a special declaration at the latest at check in and by paying as Destruction, Loss or Damage of supplementary fee. You could Luggage. receive a higher compensation if The airline is responsible for you make a good insurance of the destruction, loss or damage of luggage. It is advisable to keep your luggage up to 1,000SDRs receipts for the bought goods. Also /approximate €1050/. In case of if you carry more valuable goods checked luggage the airline is liable you could carry them in your hand even if not at fault, unless luggage luggage. was defective. In case of unchecked 7 Complaints on luggage according to the receipts you present /if you have no receipts If the luggage is damaged, lost or than only half the claimed amount/ destroyed you must fill in Passenger or to the weight of the luggage. Irregularity Report /PIR/ which you can get from the airline desk and 2.2. BY TRAIN keep a copy for yourself. Write also a complaint to the airline The railway transport in Bulgaria is as soon as possible. In case of assured by a public company BDZ damaged luggage you must write a EAD (http://www.bdz.bg/en/). complaint within 7 days and in case of delay within 21 days, in both International passenger transport cases from the date on which the General conditions about the luggage was placed at your disposal. international travel tickets The luggage is considered lost when - The international railway transport it has not arrived 21 days from the can be realized only based on a date it was supposed to. Then you valid train ticket, having specified must write to the airline after these route and chosen class for the 21 days have passed. In these cases journey. the airline liability is limited to 1,000 - The international travel tickets are SDRs /approximate €1050/ but the valid for a period of two months. amount is not automatically payable. Depending on the airline - The tickets can be issued only from you will receive compensation authorized offices. 8 - Every following purchase is not with special places about that allowed. in train and which are - The tickets are valid only for date connected with the travelling and train, which is fixed on it. purposes. - The ticket has to compulsorily contain, besides indication of the Refund of money for totally or transporter or transporters, the partly unused tickets following remarks: - Reimbursement of unused or o Serial number and security partially used tickets is through the elements; the route, the class; the fee, validity dates – year, day, maybe time, and data of this kind. o Besides these compulsory elements, the ticket may also contain other remarks related submission of an application and to its usage way, like the name the original ticket from the and photograph of the customer within one month after passenger. the end of validity period. o The passengers could transport - They are addressed to the carrier not more than 3 pieces of at the place where the journey is luggage, which are suitable interrupted or the carrier who 9 issued the ticket. In the second case Information before the validity period If the passenger wants to receive an expiration, the passengers must accurate and exhaustive answer endorse the station, which waives about the journey he/she is all or part of their journey. planning, the passenger needs to - If you can not provide such clarify certain BASIC details in certification, the passenger must advance: certify in any way that he/she really - the route of the journey (i.e. which did not use this ticket. countries and towns you would like - Special transport arrangements to be included) may exclude the reimbursement of - the service category (1st or 2nd transport cost, or provide for special class, IC, ICE, EC, CNL, etc.) and the provisions. coach type (a seat, a couchette or a - When travel is not affected by the sleeper) that you would prefer; fault of the carrier, the passenger - the direction of the journey (single shall be refunded a full amount of or return); unused ticket. - the number of passengers - The carrier shall travelling together.