• Delayed flight

    • As part of the care, the carrier should provide passengers with:

      • meals and drinks,
      • two phone calls, faxes or e-mails
      • hotel accommodation including transport between the airport and place of accommodation. Assistance is provided according to the waiting time for a delayed flight, with the right to hotel accommodation only if you have to wait for that flight for one or more nights.

      In the event of long delays, assistance will be offered after:

      • at least 2 hours for flights of 1,500 km
      • at least 3 hours – in the case of longer intra-Community flights or other flights between 1500 and 3500 km
      • at least 4 hours – for flights other than intra-Community of more than 3500 km
    • If the flight is delayed by at least 3 hours, the carrier is obliged to pay compensation. The right to compensation for a delayed flight is not due if the flight delay is caused by extraordinary circumstances which the carrier could not avoid despite taking all reasonable measures (extraordinary circumstances should be understood as, among others, political instability, meteorological conditions preventing the flight in question, security threat, unexpected defects that may affect safety, strikes that affect the operations of the carrier).

      Compensation should be paid in cash. With the passenger’s written consent, it may be provided in the form of a voucher or services.

    • If your flight is delayed by 5 hours or more, you have the right to cancel your trip with a refund of the cost of your ticket and a return flight to your first departure point.

  • Cancelled flight

    • As part of the care, the carrier should provide passengers with:

      • meals and drinks
      • two phone calls, faxes or e-mails
      • hotel accommodation including transport between the airport and place of accommodation Assistance is provided according to the waiting time for an alternative flight, with the right to hotel accommodation only being granted if you have to wait for that flight for one or more nights.
    • In the event of a flight cancellation, the carrier must pay compensation.
      The right to compensation is not due when:

      • you have been informed about the cancellation of the flight at least 2 weeks before the scheduled departure time, or the air carrier has informed about the cancellation of the flight within less than 14 days and has offered you an alternative connection under the terms of the applicable regulations,
      • flight cancellation is caused by extraordinary circumstances which the carrier could not avoid despite taking all reasonable measures (extraordinary circumstances should be understood as, among others, political instability, meteorological conditions preventing a given flight, safety threat, unexpected defects that may affect safety, strikes impact on the carrier’s operations).

      Compensation should be paid in cash. With the passenger’s written consent, it may be provided in the form of a voucher or services.

    • In case of flight cancellation, you have the right to withdraw from the contract. In this case, the carrier is obliged to reimburse in cash the full cost of the ticket within 7 days at the price for which you bought it, for the part or parts of the journey not made, and for the part or parts already made, if the flight no longer serves any purpose related to your original travel plan, as well as provide you, when appropriate, with a return flight to your original point of departure as soon as possible.

      With your written consent, the full cost of the ticket may be refunded in the form of a voucher or services.

    • In the event of a flight cancellation, the carrier is obliged to provide you with re-routing in such a way that you can reach your final destination under comparable conditions:

      • at the earliest possible date,
      • or at a later date convenient for both you and the carrier.

      The passenger who has exercised the right to a full refund of the ticket is not entitled to change the travel plan.

  • Denied boarding

    • As part of the care, the carrier should provide free of charge:

      • meals and drinks
      • two phone calls, faxes or e-mails,
      • hotel accommodation including transport between the airport and place of accommodation Assistance is provided according to the waiting time for an alternative flight, with the right to hotel accommodation only being granted if you have to wait for that flight for one or more nights.

      If the air carrier has reasonable grounds to anticipate denied boarding on the grounds of so-called overbooking, it should first search for volunteers not to fly.

    • In the event of denied boarding against your will, the carrier is obliged to pay compensation.

      There is no entitlement to compensation if the denied boarding is reasonably justified, in particular for reasons of health, safety or inadequate travel documents.

      Compensation should be paid in cash. With your written consent, it can be redeemed in the form of a voucher or services.

    • In this case, the carrier is obliged to reimburse in cash the full cost of the ticket within 7 days at the price for which you bought it, for the part or parts of the journey not made, and for the part or parts already made, if the flight no longer serves any purpose related to your original travel plan, as well as provide you, when appropriate, with a return flight to your original point of departure as soon as possible.

      With your written consent, the full cost of the ticket may be refunded in the form of a voucher or services.

    • In the event of a flight cancellation, the carrier is obliged to provide you with re-routing in such a way that you can reach your final destination under comparable conditions:

      • at the earliest possible date,
      • or at a later date convenient for both you and the carrier.

      You are not entitled to re-routing if you have exercised your right to a full refund of the ticket cost.

  • Lost / damaged luggage

    • The air carrier is responsible for the luggage from the moment it is handed over to the airline until it is collected from the luggage belt.
      The upper limit of the carrier’s liability is SDR 1,131 (approximately PLN 6,000).
      In the event of a failure to deliver your luggage, you can claim a refund for lost items and essentials that you bought while waiting for your luggage.
      It is worth collecting bills and receipts, because it is the Passenger who should prove and evaluate the damage.

      • In the event of luggage damage, you can claim a refund for items that have been damaged (e.g. suitcases).
      • The airline is not responsible for all items in your luggage.
        The carrier’s regulations contain only information on valuable items that should be carried in hand luggage or insured.
      • The transport of non-standard luggage (e.g. sports equipment, musical instruments) takes place under the conditions specified by the airline
    • Reporting damage at the airport
      Lost or damaged luggage should be immediately reported to the airport at the luggage claim office by completing a non-compliance report, the so-called PIR (Property Irregularity Report).
      It should be attached to the complaint (NOTE!
      PIR is not a complaint).

      Written complaint to the airline
      The regulations do not specify the time for claiming lost luggage, while in the event of a suitcase being damaged, the passenger has 7 days to send a claim, and in the event of luggage delay – 21 days.
      The airline is obliged to respond to the consumer’s complaint within 30 days of its receipt.

      Pursuing claims
      If an airline registered in another European Union country, Norway or Iceland refuses to pay compensation or does not respond to a complaint within 30 days of sending it, the complaint may be submitted to the European Consumer Centre.

      European Consumer Centre in Poland
      Plac Powstańców Warszawy 1
      00-950 Warszawa
      Phone: 22 55 60 600
      E–mail: PL@ec.europa.eu
      www.konsument.gov.pl