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Imagine my situation, after a 14h flight from Sydney to Frankfurt, where I was supposed to have a 3 hours stopover, I found out my next flight to Warsaw got delayed. No one knew how long for, no one knew anything. I was stuck with my 2 years old at the airport in Frankfurt where nightlife is busier than Manhattan at daylight. 

What to do? What’s next? What are my rights? I wish I had this information sheet with me when I had a fight with the lady at the Airline customer service desk back in September. 

Print it out and keep it in your hand luggage just in case.

REMEMBER & QUOTE!

Compensation for a flight cancellation is guaranteed by European Passenger Rights Regulation EC 261/04

  • Denied boarding

Possible compensation between€ 125 and € 600depending on flight distance and the delays 

  • Long delays

If the delay is more than 5 hours and you decide not to continue travelling with the airline, you may ask for a refund of your ticket.

  • Cancellation

Financial compensation is due unless you were informed 14 days before the flight,or you were rerouted close to your original times, or the airline can prove that the cancellation was caused by extraordinary circumstances.

the only case in which the airline is not legally obliged to provide compensation is if the flight was cancelled due to extreme weather conditions like a volcanic eruption, a strike or blizzard. 

Assistance by airlines

Depending on the circumstances, the airline can offer assistance, for example: catering, communications, and an overnight stay if necessary.

  • Reduced mobility

Disabled persons and passengers with reduced mobility are protected from discrimination and,

from 26 July 2008, can rely on appropriate assistance (under certain conditions) to help them through all EU airports.

Identity of the airline

It is your right to be informed, in advance, of which airline is operating your flight. There are Airlines banned or restricted within the European Union, which are considered unsafe. 

  • Liability

Airlines can be held liable for damages resulting from delays (limited to ± € 4 800), for damage to and loss of baggage (limited to ± € 1 200) and for injury or death in accidents. However, airlines shall not be liable if they have taken all reasonable measures to avoid the damages or it was impossible to take such measures.

WHO DO I CALL FOR ASSISTANCE?

the Civil Aviation Authority

http://www.ulc.gov.pl/en

This is the institution that has been created to set up the guidelines for the airlines to provide a high standard service to their customers. They protect the aviation customers’ rights and help them when their rights are violated. 

This is the place where you go to ask for advice when your airline refused to cooperate after not providing the necessary assistance in case of cancelled or delayed flights. 

Call the freephone number* from anywhere in the EU during working hours (09:00–18:30 CET weekdays).00 800 6 7 8 9 10 11

From outside the EU call (normal charges apply): (32-2) 299 96 96

From Poland 22 520 74 84

HOW DO I MAKE THE COMPLAINT WHEN AIRLINE DOESN’T RESPOND TO MY CLAIM?

Here 👇 you’ve got the complaint form ready to download: 

http://www.ulc.gov.pl/en/passengers-rights/2508-download

Remember to attach to following documents:

– A copy of:

  • complaint directed to the carrier.
  • the response given by the carrier to the complaint – if any.
  • booking confirmation for a given flight.

– The application (complaint) submitted to the President of the Civil Aviation Office should be submitted in writing and signed personally by all contributors, or their representative.

Application (complaint) submitted to the President of the CAA by electronic means should be signed using a qualified electronic signature, it can also be submitted using the trusted e-puap profile.

In addition: the proceedings end with the issue of an administrative decision by the President of ULC, in which the President of the CAA determines the scope of the infringement and the deadline for its removal.

The complaint with attachments should be sent to: 

the President of the Civil Aviation Office to the following address:

ul. Marcin Flis 2

02-247 Warsaw

There are also companies that help out with the claims like:

airhelp.com

refund.me

claimcompass.eu

Uncle Google can help finding them easily. 

WILL I GET COMPENSATED WHILE WAITING AT THE AIRPORT?

If you are waiting for a new flight for 2 or more hours for a short-haul flight or more than 4 hours for a long-haul flight, then the airline should provide you with food and drink vouchers to be used at the airport.

Food and accommodation are only paid for by the airline if you are flying with an EU-based airline or are departing from an EU airport. While non-EU airlines should also refund you or try to accommodate you on an alternative flight, they may not provide you with food and drink. 

IF I MISS A CONNECTION WILL A GET A REFUND?

If you book two flights with two different airlines, and you miss the second one because the first one was late, then there is no chance you get a refund. Therefore, it might be better for you to stick to one airline. 

For more info, 👇 keep reading:

Europe Direct- Air Passenger Rights http://www.ulc.gov.pl/_download/kopp/2014/aff_apr_a4_en.pdf

Air Passenger Rights Bodies http://www.ulc.gov.pl/_download/kopp/2014/2004_261_national_enforcement_bodies.pdf

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