Dear customer, we do everything possible to make your flight with us comfortable and pleasant. However, if we have failed to offer you the best service, you could be entitled to receive the compensation or care and assistance according to Regulation (EC) No 261/2004. Please read the information below. Delayed flight:
If we reasonably expect a flight to be delayed beyond the scheduled time of departure: - For two hours or more in the case of flights of 1 500 kilometres or less; or
- For three hours or more in the case of all intra-Community flights of more than 1 500 kilometres and of all other flights between 1 500 and 3 500 kilometres; or
- For four hours or more in the case of all flights not falling under (1) or (2),
You shall be offered free of charge: - Meal/refreshments in a reasonable relation to the waiting time;
- Hotel accommodation in cases where a stay of one or more nights becomes necessary;
- Transport between the airport and place of accommodation;
- 2 telephone calls, telex or fax messages, or e-mails.
When the delay is at least five hours, you may obtain for reimbursement of the full cost of the ticket at the price at which it was bought, for the part or parts of the journey not made, and for the part or parts already made if the flight is no longer serving any purpose in relation to your original travel plan, together with, when relevant, a return flight to the first point of departure at the earliest opportunity (only applicable for flights within one ticket). Cancelled flight:
In case of cancellation of a flight, you shall be offered the choice between: - Reimbursement of the full cost of the ticket at the price at which it was bought, for the part or parts of the journey not made, and for the part or parts already made if the flight is no longer serving any purpose in relation to your original travel plan, together with, when relevant, a return flight to the first point of departure at the earliest opportunity; or
- Re-routing, under comparable transport conditions, to your final destination at the earliest opportunity; or
- Re-routing, under comparable transport conditions, to your final destination at a later date at your convenience, subject to availability of seats.
In addition, you shall be offered free of charge: - Meal/refreshments in a reasonable relation to the waiting time;
- Hotel accommodation in cases where a stay of one or more nights becomes necessary;
- Transport between the airport and place of accommodation;
- 2 telephone calls, telex or fax messages, or e-mails.
You also have the right to compensation, unless: - You are informed of the cancellation at least two weeks before the scheduled time of departure; or
- You are informed of the cancellation between two weeks and seven days before the scheduled time of departure and are offered re-routing, allowing you to depart no more than two hours before the scheduled time of departure and to reach your final destination less than four hours after the scheduled time of arrival; or
- You are informed of the cancellation less than seven days before the scheduled time of departure and are offered re-routing, allowing you to depart no more than one hour before the scheduled time of departure and to reach your final destination less than two hours after the scheduled time of arrival.
You shall receive compensation amounting to: - EUR 250 for all flights of 1 500 kilometres or less;
- EUR 400 for all intra-Community flights of more than 1 500 kilometres, and for all other flights between 1 500 and 3 500 kilometres;
- EUR 600 for all flights not falling under (1) or (2).
When you are offered re-routing to your final destination on an alternative flight, the arrival time of which does not exceed the scheduled arrival time of the flight originally booked - By two hours, in respect of all flights of 1 500 kilometres or less; or
- By three hours, in respect of all intra-Community flights of more than 1 500 kilometres and for all other flights between 1 500 and 3 500 kilometres; or
- By four hours, in respect of all flights not falling under (1) and (2),
airBaltic may reduce the compensation by 50%. The compensation shall be paid in cash, by electronic bank transfer or, with the signed agreement of the passenger, in travel vouchers. If you choose to receive the compensation in travel vouchers the amount is double. Please note that airBaltic is not obliged to pay the compensation, if the cancellation is caused by extraordinary circumstances which could not have been avoided even if all reasonable measures had been taken. Denied boarding:
If we expect to deny boarding on a flight, we will first call for volunteers to surrender their confirmed reservations in exchange for benefits under conditions to be agreed between the passenger and operating air carrier. If an insufficient number of volunteers comes forward to allow the remaining passengers with reservations to board the flight, we may then deny boarding to passengers against their will. In case of involuntary denied boarding you shall be offered the choice between: - Reimbursement of the full cost of the ticket at the price at which it was bought, for the part or parts of the journey not made, and for the part or parts already made if the flight is no longer serving any purpose in relation to the your original travel plan, together with, when relevant, a return flight to the first point of departure at the earliest opportunity; or
- Re-routing, under comparable transport conditions, to your final destination at the earliest opportunity; or
- Re-routing, under comparable transport conditions, to your final destination at a later date at your convenience, subject to availability of seats.
In addition, you shall be offered free of charge: - Meal/refreshments in a reasonable relation to the waiting time;
- Hotel accommodation in cases where a stay of one or more nights becomes necessary;
- Transport between the airport and place of accommodation (hotel or other);
- 2 telephone calls, telex or fax messages, or e-mails.
You also have the right to compensation in total amount of: - EUR 250 for all flights of 1 500 kilometres or less;
- EUR 400 for all intra-Community flights of more than 1 500 kilometres, and for all other flights between 1 500 and 3 500 kilometres;
- EUR 600 for all flights not falling under (1) or (2).
When you are offered re-routing to their your destination on an alternative flight, the arrival time of which does not exceed the scheduled arrival time of the flight originally booked - By two hours, in respect of all flights of 1 500 kilometres or less; or
- By three hours, in respect of all intra-Community flights of more than 1 500 kilometres and for all other flights between 1 500 and 3 500 kilometres; or
- By four hours, in respect of all flights not falling under (1) and (2),
airBaltic may reduce the compensation by 50%. The compensation shall be paid in cash, by electronic bank transfer or, with the signed agreement of the passenger, in travel vouchers. If you choose to receive the compensation in travel vouchers the amount is double. Downgrading:
If we place you in a class lower than that for which the ticket was purchased, you are entitled to reimbursement: - 30% of the price of the ticket for all flights of 1 500 kilometres or less; or
- 50% of the price of the ticket for all intra-Community flights of more than 1 500 kilometres, except flights between European territory of the Member States and the French overseas departments, and for all other flights between 1 500 and 3 500 kilometres; or
- 75% of the price of the ticket for all flights not falling under (1) or (2).
Please do not hesitate to contact airBaltic Customer Relations department if you would like to request a reimbursement or compensation. The body responsible for the enforcement of the Regulation (EC) No 261/2004 establishing common rules on compensation and assistance to passengers in the event of denied boarding and of cancellation or long delay of flights in the Republic of Latvia and Lithuania: Consumer Rights Protection Centre
K.Valdemara st. 157
Riga, LV-1013
Latvia Civil Aviation Administration
Rodūnios st. 2, LT-02188
Vilnius
Lithuania |
