A hotline where airline customers can contact. The procedure for filing a complaint against the Pobeda airline or any other airline where to complain

Where to file and write a complaint for a flight delay against an airline in Russia in 2020. Sample appeal to Rospotrebnadzor and other regulatory organizations.

Air travel is not a cheap pleasure, especially now, when the instability in pricing issues is especially strongly felt. Therefore, a complaint against the airline can be a very appropriate solution in cases of unfair service on the part of the air carrier. A flight delay claim and compensation can be granted if the flight was delayed by 3 hours or more in accordance with the EU and Turkish rules in force in 2020.

The most popular reasons for complaints against an airline in 2020 are as follows:

• The air carrier is guilty of a flight delay (find out on our website).
• The flight was delayed for a long time, but the passengers are left to their own devices, without proper food and accommodation.
• Loss or damage to passenger property.
• Airline employees have exceeded their authority.
• Sudden flight cancellation or re-routing not due to a force majeure event.
• The passenger does not receive the required service and quality of service without visible or justified reasons.

To have a reason to complain, you need to know your rights. What is the responsibility of the air carrier if the flight is delayed through his fault?

It all depends on how long the delay is:

1. Flight delayed by two hours. Passengers are required to offer drinks or help send an email.
2. The delay continues for four hours. The passenger has the right to expect hot meals every six hours during the day (every eight hours at night).
3. Delay over six hours. Clients are required to provide a hotel room. If a passenger is flying with a small child, then he should immediately be offered to go to a specially equipped room for mother and child.

Everything must be provided without additional fees. The responsibility for the safety of baggage also lies with the air carrier.

If the flight is delayed for 3 hours or more in European countries and Turkey, you can receive compensation from 400 euros per person. You can calculate the payment and submit a claim letter at.

Find out about the obligations of the air carrier in case of a flight delay in the video.

Filing a claim and calculating flight delay compensation

If you were flying with a European company or a Turkish airline, you can file a flight delay complaint and receive compensation. The payment will be made if the departure of the aircraft was delayed by 3 hours or more. The amount of the payment is from 300 to 600 euros per person.

You can apply for consideration for flights that have been made within the last 3 years.

You can find out if you are eligible for compensation. To do this, enter the details of your flight and the airline you flew in the form below.

Where to complain about an airline in Russia in 2020

Sometimes a simple step is enough: calling the company's hotline. If it was not possible to resolve the problem amicably (for example, the claim is rejected by the manager), but the passenger is confident in the legitimacy of his claims, it is possible (but not necessary) to report that he will go higher with his complaint.

Sometimes this can take effect and the air carrier will agree to pay damages.

Complaint to the Consumer Rights Protection Society (OZPP)

This authority was established to verify applications and claims from consumers to manufacturers or organizations that sell goods or provide services. In order for the application to be considered, you should contact one of the consumer protection departments: regional or central in Moscow.

If the society proves guilt, it draws up an act and sends it to the authorities that are authorized to proceed with the case. Whether it is a material penalty or criminal proceedings.

A complaint to the OPP is filed in one of the following ways:

• A written request sent by registered mail with notification of receipt by the addressee. Evidence of the harm caused must be attached to the letter.
• Notification by e-mail (e-mail can be found on the website of the organization).
• Personal appeal to an employee of the OZPP and providing him with the necessary documents.
• Telephone complaint to the OZPP office.

Filing a complaint with Rospotrebnadzor

Branches of Rospotrebnadzor are located in all administrative districts Russian Federation and are designed, in particular, to monitor the quality of service delivery by organizations. If Rospotrebnadzor reveals violations, it may even impose restrictions on the company's activities.

A complaint can be filed as follows:

A sample of filling out an electronic questionnaire on the site rospotrebnadzor.ru

In case of detection of dangers for the normal trip of a passenger, a threat to health or life, it is necessary to immediately report violations to the Rospotrebnadzor authorities.

Contacting the Federal Air Transport Agency (FAVT)

Rosaviatsia is a specialized organization that acts on behalf of the Ministry of Transport of the Russian Federation. It is designed to control all the nuances associated with the work of air carriers operating in the Russian Federation, including the quality of services provided. This is the main specialized body that oversees and manages the aviation industry.

Air carriers are under supervision, regardless of whether they operate in the domestic market or organize international flights. If the Federal Air Transport Agency, during the investigation, reveals serious violations by a certain company, the latter may even have its license revoked, not counting other disciplinary measures.

The mere mention of a complaint to the FAVT can significantly help in resolving a disputable situation that arose during the service of a client by an airline.

You can file a complaint with the FAA as follows:

However, it will not be possible to compensate for the harm caused through the fault of the air carrier through the Federal Air Transport Agency. This organization deals exclusively with cases related to the work of the airline itself, and does not mediate in disputes between it and customers.

Where else can you go

Often, financial recovery is possible only as a result of an appropriate court verdict. Therefore, to start an investigation, you can apply to the prosecutor's office.

Prosecutor's office

There is a representative office of the prosecutor's office in almost every city. But the matter is unlikely to be resolved quickly. Therefore, this authority can be contacted only when the relevant organizations could not achieve a positive result for the passenger.

You can file a complaint with the Attorney General in the following ways:

• Send registered mail.
• Visit the district office in person (at the place of registration or residence).
• Use the online reception service and try to register the application online. But this is not always a working scheme. Therefore, there is nothing better personal visit investigator.

If the trip started with a canceled or rescheduled flight, it always brings a lot of inconvenience. Starting with the fact that you simply lose time at the airport for rest, ending with the fact that because of this you can be late for an important meeting and lose money. The passenger has the right to file a claim with the airline for a flight delay according to the model, and receive monetary compensation, which will at least somehow cover his expenses, including moral damage.

In what cases compensation is not due

The legal side of the issue is regulated by the Rules air transportation. If the flight is delayed, passengers are entitled to a refund when filing a claim and may receive compensation. But this procedure is not always possible, since the cancellation or rescheduling of a flight sometimes does not depend on the carrier.

There are a number of cases where a flight cancellation claim will not be accepted:

• disaster;
• bad weather that threatens the flight;
• employees' strike;
• aircraft defect;
• hostilities;
• protests;
• government orders.

Even if you have suffered significant damage due to the fact that the flight was delayed, this is not a reason to file a claim. The above situations arise through no fault of the carrier, and because of them, he also receives losses. Therefore, it is necessary to study all the conditions for filing an application for a late flight, so as not to waste time clarifying the circumstances and expensive legal services if the claim is not made by you personally.

Articles 794 and 795 of the Civil Code of the Russian Federation regulate the liability of carriers for non-compliance with the rules for the provision of services in full. And article 401 states that failure to fulfill obligations for a reason beyond the control of the contractor relieves him of liability.

Important! You can always try to write a claim to the airline for a flight cancellation or a delay. In the event of a litigation, the carrier's representative will have to prove that force majeure has occurred.

In what cases is compensation due?

There is a list of situations in which an airline's claim for a flight delay to an air carrier is accepted unconditionally:

• the crew did not prepare the aircraft for a timely departure;
• intermediate transfers were not connected, as a result of which passengers were late for the next flight;
• the company canceled the charter, which is not economically profitable for it;
• in cases where the carrier cannot prove his innocence.

Some companies may go bankrupt right during the holiday season. This happens due to the fact that the carrier is in debt and cannot pay off, his partners let him down, etc.

Important! Force majeure does not include the list of financial problems of the company, if the partners failed, and the carrier could not provide the service.

Some companies may sell 5% more tickets on a flight than there are seats on it. This is due to the fact that five percent of passengers do not come to the landing. This does not apply to cancellations, but if you find yourself in such a situation, you also have the right to file a claim with consumer protection.

Deadlines for filing an airline claim for a flight delay

Most main point– be in time with writing a complaint for compensation for the cancellation or rescheduling of the flight. Sometimes you have to start the application process right from the airport. If it is not possible to use the post office, you can send an email directly from the hotel so as not to miss the deadline of 7 days. This situation is common with charters, which are not very profitable for companies, and they are put in the lowest priority for shipment. As a result, about 30% of all flights end up being postponed or cancelled.

According to the rules of the Air Code of the Russian Federation, the deadlines for submission are:

• 6 months for domestic companies;
• 2 years for foreign flights within the country of the carrier;
• 7 days for filing if you are located in the Russian Federation or another country that is not the country of the carrier company.

How to file a flight delay claim

You can contact a professional lawyer who will help you write a claim for compensation payments. But usually on the sites of all major airlines There is a sample to download and complete. A request for a letter template can be obtained by e-mail by writing to the airline.

When writing a claim, you should describe in detail all the details of the violations that have occurred. You also need to write:

• personal data of the compiler, contact details;
• when the tickets and flight number were purchased;
• When was the flight supposed to take place?
• what time did it actually take place;
• what expenses did the applicant have - being late for a connecting flight, for an excursion, loss of paid days in a hotel, etc.;
• the amount to be compensated;
• baggage check;
• all expenses incurred by the applicant due to the delay or cancellation of the flight - food in a cafe, hotel accommodation, etc.;
• details of the account to which the funds should be transferred.

Important! Keep all receipts if you paid for accommodation and meals yourself. Also try to take a picture of the board, which contains information about the cancellation or transfer of the flight, there should be as much evidence as possible. It is necessary to attach a certificate to the claim for a flight delay or cancellation, which is issued at the airport.

Samples on the Internet will help you understand how to file a claim with an airline for a flight cancellation. It is necessary to fill in everything in a simple understandable language, without complex sentences, describing the facts as accurately as possible. Try to state the essence of the claim without emotional overtones, so as not to give the impression that an inadequate person is writing. It is important to state all the facts as accurately, clearly and to the point as possible, so that lawyers, if the case goes to court, can objectively evaluate your petition.

How to calculate the amount of compensation if the flight is delayed or canceled

The amount of compensation in the territory of Russia does not cover the expenses actually received by passengers who are delayed at the airport against their will. But it must still be made when drawing up a claim to the air carrier for canceling a flight.

Calculation: the amount of compensation for a passenger who flew with a Russian airline, and the flight was late by 10 hours, will be 25 * 10 = 250 rubles.

Also, Russian companies are required to pay passengers 3% of the ticket price for each hour of waiting in addition to 25% of the minimum wage (100 rubles) also for each hour of waiting. By law, a passenger can write an application for tickets for another flight or a refund of the entire amount.

Here is an example of a calculation:

1. a ticket from Sochi to Moscow cost 2,000 rubles;
2. the flight was delayed for 4 hours;
3. the passenger will be refunded 3% of 2000 rubles for each hour of waiting = 60 * 4 = 240 rubles;
4. he will also be refunded 25% of the minimum wage for each hour of waiting = 25 * 4 = 100 rubles;
5. the total amount of compensation will be 100 + 240 = 340 rubles.

Meager compensation does not cover the cost of writing a letter and paying for a lawyer. Therefore, when rescheduling a flight, many passengers do not waste time suing the airline and proving their rights for the sake of small sums. In such cases, the service is deferred. It makes sense to apply if you have returned tickets, received high costs, or in other situations.

For foreign companies, the amount varies depending on the number of hours of delay and amounts to a figure in euros from 250 to 1000. If the flight was canceled 14 days before departure and earlier, no compensation is due. These questions should be clarified directly when contacting the carrier's office or by e-mail. In addition to the fine, you will be paid all costs when providing checks.

American airlines provide assistance in paperwork. However, strict rules work here and claims are accepted only in case of overbooking.

Important! If the passenger was forced to buy a new ticket, the information, together with receipts, must be stated in the application.

How to submit a claim

After sending the electronic version of the letter, you should duplicate it by mail. To do this, you need to print out the application, send it by registered mail with notification and wait for a response.

If the email that was sent to the post office is not duplicated, foreign airlines will automatically close the possibility of filing a claim after 7 days.

Important! Be sure to keep receipts and receipts from the mail that a letter was sent with a description of the attachments.

Claim response times

According to the rules of air transportation, passengers, if a claim was sent to cancel or delay the departure and landing of the aircraft, are given 1 month to respond. During this time, the legal department of the carrier company will review the letter, after which it will examine all the facts provided and make a decision on accepting the claim or rejecting it.

In most cases, the issue is resolved quickly, the company approves the amount and sends it to the passenger's account. In this case, it is necessary to send the originals of all documents and account details to the specified address by registered mail. According to passengers, the time for receiving the compensation amount is about 3 months.

Important! In case of refusal, you should apply to the court to restore your rights. To do this, you need to collect all the documents: checks, photocopies, photos of the scoreboard, other evidence of a flight delay or cancellation and draw up a statement of claim.

The service sector is not complete without violations of consumer rights, so everyone needs to learn how to defend their rights. Airlines are least interested in paying passengers a penalty associated with financial costs and inconvenience. Therefore, it is necessary to independently study the essence of the issue and the norms of the law in order to defend your legal rights in the event of a flight cancellation or postponement.