On 10 May 2024, a malfunction of a metal detector at the security checkpoint resulted in passengers entering the security area of the airport without being fully checked. After an unsuccessful attempt to retrieve all these passengers to undergo the necessary security checks, and in light of the security risk for all passengers, the security area had to be completely cleared following police orders.
During a press conference held on Wednesday, 22 May 2024, lux-Airport informed the public about the incident, and invited passengers to refer to the airlines as their first point of contact for any claims and/or queries.
lux-Airport remains committed to assist our passengers to the best of our ability by working hand in hand with the airlines. To lux-Airport’s knowledge, passengers impacted by the cancellations or delays have received assistance from lux-Airport, the airlines as well as the handling agent.
To ensure the proper handling of any claims and/or queries for passengers whose flight may have been impacted by the above incident, the point of contact for passengers remains with the airlines. lux-Airport works in conjunction with the airlines and, should a claim or query, which goes beyond the applicable airline regulations, be transferred to lux-Airport by an airline, lux-Airport will undertake its best efforts to promptly handle them in accordance with applicable laws. lux-Airport, as an airport operator, does not fall within the scope of Regulation (EU) 261/2004 of 11 February 2004, which sets out the common rules on compensation and assistance to passengers in the event of denied boarding and of cancellation or long delay of flights.
We would like to take this opportunity to thank again the police, customs, the ground handler, the airlines and the air traffic control for their excellent cooperation in a unique and exceptional situation as well as our clients and passengers for their trust and understandingl
