Legal information

The passenger has the right to accurate and clearly understandable information about the flight and the conditions for purchasing tickets, both at the physical point of purchase and online. Information on the main conditions of carriage must be provided in English in written or electronic form.

In the event of a flight delay or cancellation, the passenger is entitled to free assistance, including meals, communication services and, in the event of a rescheduled flight, free accommodation and transport to and from the hotel.

In the event of cancellation, denied boarding due to overbooked flight, damage or loss of luggage, the passenger shall be entitled to claim compensation.

The passenger shall also be entitled to all other rights provided for in the applicable legal documents.

Your rights as a passenger are protected by the international Montreal Convention and EC Regulation 261/2004. This European Union law provides protection if your flight is cancelled, delayed or you are denied boarding. The Regulation applies to flights departing from or arriving in EU countries.
For flights outside the EU, your rights depend on the country from which the flight is departing and local laws or international agreements that protect air passengers.

For air travel, you are entitled to the following free services:

• Baggage assistance;
• Assistance getting on and off the plane;
• Assistance during the flight and at airports before and after the flight;
• Ground handling if you are accompanied by a guide dog.

Airlines are not obliged to help you eat or take your medication during the flight. If you need such assistance, the airline may ask you to be accompanied by another person. If you are travelling with a companion, the airline must make every effort to ensure that the companion sits next to you during the flight, if possible, and is able to give you all the assistance you need. For a smooth journey, we recommend that you contact the airline, Tagoo Flights or the tour operator at least 48 hours before the start of your journey to let them know what specific assistance you will need during the journey, whether you will be accompanied by another person or will be travelling with a guide dog. The airline will also advise you about your wheelchair or mobility device and, if necessary, about their batteries. Remember that airlines cannot refuse to board you because of a disability or reduced mobility unless the plane is too small or there is a safety risk.

As service providers, airlines also have rights under EU law (e.g. EC 261/2004), which are important for operational efficiency and passenger safety. Find out about the main airline rights:

• The right to refuse carriage;
• Airlines have the right to refuse to carry passengers if they do not comply with the conditions of carriage or if they endanger the safety of the flight (e.g. aggressive behaviour, drunkenness, or non-compliance with safety requirements);
• Right to cancel or reschedule a flight;
• Airlines have the right to cancel or postpone a flight due to unforeseen circumstances ("force majeure"), such as bad weather, technical problems or security threats. In some cases, they are not obliged to compensate passengers, but they must provide assistance (e.g. food, accommodation, etc.);
• Right to charge for services;
• Airlines have the right to impose additional charges for additional services such as checked-in baggage, seat selection or extra legroom;
• Right to change the fare;
• Airlines have the right to change the price of a ticket before final purchase, taking into account demand, flight times and other market factors. Fares may vary depending on the season of travel, last minute bookings, etc.;
• Right to request identity documents;
• Airlines have the right to require passengers to present valid identity documents (passport or identity card) to ensure the safe and lawful carriage of passengers;
• Right to transfer passengers to another flight;
• Airlines can transfer passengers to an alternative flight or refund them for overbooking.

Right to set baggage rules:

• Airlines can set weight and size limits for both hand luggage and checked baggage. If these limits are exceeded, additional charges may apply.

For a smooth and enjoyable journey on the plane, both you as a passenger and the airline need to be aware of and respect certain responsibilities. Here are the most important ones:

Passenger Responsibilities

• The passenger must know the basic rules of carriage, such as: flight times, baggage restrictions, prohibited items, and claims procedures.
• The passenger must also arrive at the airport on time, have the necessary and valid travel documents and keep them until the end of the journey, and comply with the security and behavioural rules set by the airline during the flight.

Obligations of airlines

• Airlines must inform passengers about flight times, check-in rules, baggage requirements and conditions of carriage.
• They are also responsible for loss, damage or delay of baggage.
• Airlines must provide passengers with free assistance, including meals, accommodation and compensation, in the event of cancellation or delay.

If the airline fails to meet its obligations, the passenger has the right to lodge a complaint with the organising airline and receive a reply within 2 months at the latest. If you have not received a reply within the time limit, you can file a complaint about EU airline services with the State Consumer Rights Protection Office, A. Goštauto g. 12, Vilnius, 01108 Vilnius Municipality, Lithuania, phone +370 5 262 6760.

If an airline fails to meet its obligations, the passenger has the right to complain to the airline organising the flight and receive a reply within 2 months. If you have not received a reply within the time limit, you can file a complaint about EU airline services with the State Consumer Rights Protection Office, A. Goštauto g. 12, Vilnius, 01108 Vilnius Municipality, Lithuania, tel. +370 5 262 6760.

This depends on various circumstances, such as flight cancellation, delay or loss of luggage. Find out about your basic rights to compensation:

Flight cancellation or denied boarding

If an airline cancels your flight or refuses to let you board due to overcrowding ("overbooking"), you can claim compensation ranging from €250 to €600, depending on the distance of the flight:

• €250 for flights up to 1,500 km;
• €400 for flights between 1,500 and 3,500 km;
• €600 for distances over 3,500 km.

Also, if you denied boarding your scheduled flight due to overbooking, you are entitled to:

• within 7 days, get a full refund (including a free flight to your scheduled destination);
• take the earliest possible access to your final destination by a different route and under similar travel conditions;
• take a later flight with similar conditions.

If your flight is rescheduled, you are entitled to food and refreshments, depending on the length of the wait.
If the alternative flight offered is not until the following day, you are entitled to a hotel and transport to and from the hotel to the airport.
If you travel in a class lower than the one you bought, you must be reimbursed between 30% and 75% of the ticket price, depending on the distance of the flight.
If you have incurred additional costs as a result of the cancellation or overbooking, which you can document and which are higher than the normal compensation paid, you can claim reimbursement from the airline.

Flight delays

If your flight is delayed for more than 2 hours (for flights of 1 500 km or less), more than 3 hours (for flights of 1 500 km to 3 500 km) or more than 4 hours (for flights of more than 3 500 km), you are entitled to free meals, drinks and communication services. If your flight is delayed for more than 5 hours, you can get a full refund of the ticket price.
If you reach your final destination late and have incurred unplanned costs (e.g. hotel stays, food purchases, loss of income), the airline must reimburse you. This compensation can be up to €5,000 per passenger. Please note that airlines are not liable for delays in the event of extraordinary circumstances ("force majore"), such as heavy fog.

Baggage compensation

If your luggage is lost, damaged or destroyed, you can claim up to €1,000. If you are planning to use your luggage to carry items of value to you, we recommend that you take out additional insurance.

Other compensation

In the event of an accident where passengers are injured or killed, airlines are liable for the damages suffered and compensation can be up to €500,000 per passenger.
To find out more about the compensation you are entitled to, contact your airline, consult EU Regulation 261/2004 or check the European Consumer Centre's compensation calculator

We recommend that you first discuss and resolve the situation with the seller of the flight. If the situation cannot be resolved by mutual agreement, you can file a claim with the flight seller. In your claim, please make sure to include:

• The travel contract number;
• A detailed explanation of the situation and your claim for compensation;
• Attach copies of the documents proving the claim (e.g. photographs, payment receipts, invoices, etc.). Keep the original documents;
• If you are not satisfied with the flight seller's reply, resubmit your claim;

Please note that disputes are first settled by negotiation and, in the event of failure to reach an agreement, in accordance with the law of the Republic of Lithuania. If you do not receive a reply, you can submit your complaint about EU airline services to the State Consumer Rights Protection Service, A. Goštauto g. 12, Vilnius, 01108 Vilnius Municipality, Lithuania, tel. +370 5 262 6760.

First of all, inform the hotel immediately about the theft. The hotel staff will help with the internal investigation and will contact the local police, to whom you will need to make a formal report. The police report is necessary if you want to claim compensation from the insurance company for the lost items.
Please note that in most European countries, including Turkey, hotels are liable for the loss, damage or destruction of guests' belongings, regardless of whether the incident was the fault of the hotel. However, this liability is limited to between €600 and €3500. If your money, securities, jewellery or works of art other than furs are missing from the hotel during your stay, compensation can be up to €800.
If the damage was caused by the hotel management (e.g. faulty or non-functioning room door locks), or if you lost items left in a safe (e.g. in a safe where the hotel management has the keys), there is no limit to the hotel's liability in these cases.

We recommend that you first contact the seller of the product or service in writing or, if there is one, their authorised representative in Lithuania. If you bought a faulty product in the EU, it is covered by a 2-year legal guarantee, so you can claim free repairs, a replacement with a quality product, a price reduction or a refund within that period.
If your complaint has not been answered, or has not been answered within a reasonable time, contact the European Consumer Centre, which will inform you about your consumer rights, receive your complaint, provide advice, contact and help you to resolve the problem free of charge, with the seller, supplier or manufacturer of the product.

Contact:

European Consumer Centre, Goštauto g. 12, LT-01108 Vilnius, tel. +370 5 2650368;
Consultations I-V (08:00-12:00); e-mail: ECCNET-LT@ec.europa.eu