Air Passenger Rights

  1. If your flight is within the EU and is operated either by an EU or a non-EU airline
  2. If your flight arrives in the EU from outside the EU and is operated by an EU airline
  3. If your flight departs from the EU to a non-EU country operated by an EU or a non-EU airline
  4. If you have not already received benefits (compensation, re-routing, assistance from the airline) for flight related problems for this journey under the relevant aw of a non-EU country.

EU means the 28 EU countries, including Guadeloupe, French Guiana, Martinique, Réunion Island, Mayotte, Saint-Martin (French Antilles), the Azores, Madeira and the Canary Islands as well as Island, Norway and Switzerland. It does not include the Faeroe Islands, the Isle of Man and the Channel Islands.

 

How to make a complaint if:

1.you were denied boarding

2.your flight was delayed for more than 3 hours

3.your flight experienced a significant delay

4.your flight was cancelled

 

Step 1 : Complain to the airline

You should first send your complaint to the airline in a written form by post or submit a claim on the carrier’s webpage. The claim needs to be submitted in English or any other language accepted by the carrier.

Step 2 : Complain to national authorities

If you don’t receive a reply from the airline within 2 months or if you are not satisfied with the reply, and if you consider that your EU air passenger rights were not respected, you can lodge a complaint with the relevant national authority in the country where the incident took place, within a reasonable time-frame. The national authority will provide you with a non-binding legal opinion on how to proceed with your claim. The Lithuanian Transport Safety Administration (hereinafter referred to as the LTSA) is a competent national body in Lithuania.

Step 3 : Use Alternative Dispute Resolution Entities (ADR) / Online Dispute Resolution (ODR)

If you are not satisfied the response given by the airline, you can submit your dispute to an out-of-court procedure or an Alternative Dispute Resolution entity (ADR) . In Lithuania such disputes are investigated by the State Consumer Rights Protection Authority . If you bought your ticket online, you can submit your complaint via the Online Dispute Resolution (ODR) platform . ADR and ODR are only open to EU residents.

Step 4 : Going to court

For flights between EU countries (operated by one airline) you may submit a claim for compensation under EU rules using the European Small Claims procedure. You can submit your claim either at the place of arrival or departure. You may also bring the matter before the courts in the country where the airline is registered. The time limits for bringing an action against an airline in a national court are defined in accordance with national rules on the limitation of actions in each EU country.

You can also consult your local European Consumer Centre for help and advice on problems related to air passenger rights.

If you submit a complaint to National Enforcement Body, please explain the situation in brief and clear manner, attach all correspondence with the carrier as well as flight tickets. If you make a complaint due to incurred costs, please also attach copies confirming incurred costs, i.e. receipts, etc. Complaint forms must be signed by all adult passengers.

Below you could find complaint form in English:

Please fill in complaint form and send it with all necessary documents attached to the LTSA at the contacts below:

Lithuanian Transport Safety Administration
Svitrigailos str. 42
LT-03209 Vilnius

or

E-mail ltsa@ltsa.lrv.lt

Please note that LTSA will investigate only complaints with completed form and all necessary documents attached. LTSA will not investigate the complaint if the passenger has not beforehand contacted the airline or if the passenger adds LTSA in copy when sending complaint to the airline by email.

LTSA will investigate the complaint and provide you with non-binding opinion no later than within 2-3 months after submitting a complaint. However, complex cases might take up to 6 months.

Important links

European Small Claims Procedure

List of National enforcement Bodies under Regulation (EC) 261/2004

Orthodrome flight distance calculator

European Commission information about EU air passenger rights


Last updated: 02-01-2020