Enter Air to Pay Passengers 8.2 Million PLN; UOKiK Cites Hindered Claims

The Office of Competition and Consumer Protection (UOKiK) has taken decisive action against the charter airline Enter Air, mandating the company to compensate passengers a total of 8.2 million Polish zlotys. This ruling comes after numerous complaints revealed that Enter Air systematically made it difficult for customers to pursue claims concerning their checked baggage.

UOKiK's investigation identified ten problematic practices employed by the airline. Notably, Enter Air often failed to respond to baggage damage or loss claims within the statutory 14-day period, which, according to Polish law, implies an automatic acceptance of the claim. Furthermore, the airline's practice of rejecting claims based on the age of the suitcase or demanding documentation beyond what is legally required has been scrutinized.

Passengers who experienced delays in receiving their registered baggage will receive 200 zlotys, while those whose complaints were not addressed within the legal timeframe will be compensated with 170 zlotys. The UOKiK president, Tomasz Chróstny, emphasized that passengers must have a real opportunity to exercise their rights and that carriers must adhere to transparent complaint handling procedures. This decision reinforces consumer protection in Poland's aviation sector.

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Passengers should have a real opportunity to exercise their rights, and it is the carrier's obligation to create transparent and compliant rules for handling complaints. Airlines must also provide adequate benefits in case of problems that may occur before, during, or after the flight.