Passenger Notice

FLIGHT CANCELLATION/REFUSAL TO BOARDING

The air carrier is obliged to provide the passenger with information about the cancellation of the flight and offer acceptable options for changing the flight. In case of failure to comply with this condition, the carrier must provide the passenger with a refund, except when the flight cancellation is caused by exceptional circumstances, which can not be avoided despite taking the necessary measures. The passenger who has been refused to board a flight shall be entitled to claim a ticket cost reimbursement or to continue their way in favourable terms (alternative route). They will be compensated in both cases – when refunding, and changing the flight route. The passenger who voluntarily refuses to fly with the booked and/or a ticket flight (volunteer) shall be entitled to request the refund, or to continue their way in favourable terms (alternative route). The passenger whose flight has been cancelled is entitled to get a refund or change the flight route in favourable terms. They will be compensated in both cases – when refunding, and changing the flight route. When being refused to board a flight and/or in case of flight cancellation the refund is defined by the following amount:

• EUR 250,00 – up to 1500 km long flight;
• EUR 400,00 – flying from 1500 to 3500 km;
• EUR 600 – over 3500 kilometres long flight.

The carrier shall be entitled to reduce the amount of compensation by 50% in case the passenger is offered the alternative route to the final point of destination and the arrival time does not exceed the timeframe indicated in the ticket:

• by two hours - up to 1500 km long flight;
• by three hours - flying from 1500 to 3500 km;
• by four hours - over 3500 kilometres long flight.

The reimbursement shall be paid by cash or cashless settlement.
When flight is cancelled, the passenger shall be entitled to claim a refund from the air carrier, except for the cases,when air carrier provided the passenger with the information about the flight cancellation at least 14 calendar days prior to the flight date indicated in the ticket, or within 7-14 calendar days and offered an alternative option for traveling, by which the passenger would be able to travel in the desired direction not later than two hours before the flight time indicated in the ticket, and arrive to the destination with not more than a four-hours delay compared with the arrival time indicated in the ticket; The airlines provided the passenger with the information about the flight cancellation less than seven calendar days prior the flight date indicated in the ticket, and offered an alternative option for traveling, by which the passenger would be able to travel in the desired direction not later than one hour before the flight time indicated in the ticket, and arrive to the final point of destination with not more than a two-hours delay compared with the arrival time indicated in the ticket; The air carrier shall not be obliged to pay the compensation if it proves that the flight cancellation was caused by exceptional circumstances, which could not be avoided despite taking the necessary measures.

LONG-DELAY FLIGHT

The carrier is obliged to provide passengers with assistance if the flight delay comparing with the flight indicated in the ticket is:

• more than two hours - up to 1500 km long flight;
• more than three hours - flying from 1500 to 3500 km;
• more than four hours - over 3500 kilometres long flight.

If the flight time is delayed for at least one full day comparing with the flight time indicated in the ticket, the airline shall be obliged to provide passengers with the following assistance: meals and soft drinks, two telephone calls, fax or e-mail use. Accommodation (hotel or other accommodation), if a passenger has to spend for one or more nights - transfer from the airport to the accommodation. If the flight time is delayed for at least 5 hours, the carrier must provide the passenger with the choice between the following two options: 1. Reimbursement of the ticket at the price they had purchased and, if necessary, as soon as possible, the passenger should be provided with the possibility of returning to the starting point of departure; 2. The option of choosing alternative route to the final point of destination on equal terms.