How can I file a complaint or a claim? How long do you consider them?

The Agency accepts Clients' complaints only in writing by e-mail info@justfly.lv. Please provide your phone number so that we can contact you for further details and other purposes. Complaints and claims are considered in accordance with the legislation of the Republic of Latvia. Consideration period is 10 days.

In what cases you can help me to realize my rights with respect to the airlines?

The Agency undertakes to assist you, when in accordance with the terms and conditions of the airline you are offered an alternative flight or a refund. In these cases, the Agency does not guarantee a positive outcome. but undertakes to inform you about the progress of the case within 10 days of receipt of the request by the Agency and later on within 5 days of receipt of the request from the Client. All amount received in your favor will be transfered to you within 3 days of receipt of payment from the carrier. Communication is conducted in writing, by e-mail info@justfly.lv.

May I apply to you in order to claim an airline for a compensation, if I have such a right?

No, the Agency is not committed to realize your rights and claim for a compensation in cases provided by legislation, for example, in case of flight cancellation, flight delays, as well as in cases of death or personal injury to passengers. These claims to the airline you should file by yourself.

What are my rights to appeal to the Consumer Rights Protection Centre (CRPC) 

The competence of the CRPC is complaints about flights from Latvia, as well as from third countries (with respect to the EU) to Latvia. Complaints in relation to incidents in other EU countries considers a supervisory authority of the member state, where the incident took place. Attention! Before appeal to the CRPC, the passenger should submit a written complaint to the airline!

The complaint can be sent either in a free narrative form or by filling out the complaint form. This form is used only in case of denied boarding, flight cancellation and delay as well as the downgrade of your flight class. Please refer to the CRPC website.