Passenger rights

01Baggage claim

02Flight irregularities claim

03Other type of claim

04Regulation (EC) No 261/2004 of the European Parliament

05EU security rules at airports

06Alternative dispute resolution

01Baggage claim

SUBMIT CLAIM

We truly regret that we have mishandled your baggage delivery. Please follow these guidelines to receive reimbursement for damaged or delayed baggage.

IMPORTANT: Reporting the damage, delay or loss of checked baggage at the Lost and Found office / Service desk at your arrival airport does not constitute a baggage claim. In addition, the claim must be submitted to GetJet Airlines within the time limits according to Article 31 of the Montreal Convention.

DAMAGED BAGGAGE

A written claim to GetJet Airlines regarding the damaged baggage must be submitted immediately after the damage has been noticed and no later than 7 days after receipt of the baggage.

We trust you understand that baggage is designed to protect its contents. During normal handling, your baggage may show evidence of wear and tear. GetJet Airlines assume no liability for heavy bags (more than 23 kg), minor cuts, scratches, dents and stains, or for items that protrude from baggage such as retractable handles, wheels, straps, zippers and baggage carts.

DELAYED/LOST BAGGAGE

A written claim to GetJet Airlines regarding delayed/lost baggage must be submitted no later than 21 days from the date of the delay/loss.

Documents that must accompany the damaged/delayed/lost baggage claim:
∙ Property Irregularity Report (mandatory),
∙ Baggage identification tag (mandatory),
∙ Boarding pass,
∙ Proof of damages (receipts of items or other documents proving the value of lost or damaged items) or receipts proving the purchase of essential goods.

02Flight irregularities claim

SUBMIT CLAIM

Regulation No 261/2004: Passengers must submit claims directly to us and allow us such time as prescribed by applicable law to respond directly to them before engaging third parties to claim on their behalf. Claims may be submitted on line or by e-mail customer@getjet.aero. Leading documents must be presented: travel documents, boarding pass, a copy of the person’s identification document.

Passenger may submit a claim to us on behalf of other passengers on the same booking. We may request evidence that passenger has the consent of other passengers on the booking to submit a claim on their behalf.

In accordance with GetJet Airlines procedures, any payment or refund will be made to passenger’s bank account only. We may request evidence that the bank account is held by passenger concerned.

Payment of compensation for passenger shall be made as soon as possible, but not later than within 5- 7 weeks after the passenger has submitted all the necessary documents (Articles 13.2.1, 14.2.1) and his / her claim is satisfied.

03Other type of claim

SUBMIT CLAIM

If you are not satisfied with our service and would like to report it, please fill in this form.

04Regulation (EC) No 261/2004 of the European Parliament

We do Our very best to make sure Your flight goes as planned. However, if You have been denied boarding, Your flight has been cancelled or You have suffered a long delay, You are entitled to request compensation and assistance in line with Regulation No 261/2004 that outlines Passenger rights in the previously noted cases.

You are welcome to familiarize Yourself with Passenger rights on www.getjet.aero.

  • Denied boarding

    When GetJet Airlines reasonably expects to deny boarding on a flight, it shall first call for volunteers to surrender their reservations in exchange for benefits under conditions to be agreed between the passenger concerned and GetJet Airlines.

    If an insufficient number of volunteers comes forward to allow the remaining passengers with reservations to board the flight, GetJet Airlines may then deny boarding to passengers against their will. In this case, the passenger compensation is:

    • EUR 250 for all flights of 1 500 kilometres or less; or
    • EUR 400 for all intra-Community flights of more than 1500 kilometres, and for all other
      flights between 1500 and 3500 kilometres; or
    • EUR 600 for other than intra-Community flights longer than 3,500 kilometres.

    The above-mentioned compensations are reduced by half if an alternative transport does not exceed the scheduled arrival time of the flight originally booked by more than two hours (in the first case), by more than three hours (in the second case) or by more than four hours (in the third case). The compensation will be paid except where there are reasonable grounds to deny boarding such as reasons of health, safety or security, or inadequate travel documents.

  • Flight delay

    GetJet Airlines will offer refreshments and/or food, two telephone calls or emails, when a flight is expected to be delayed:

    • for two hours or more in the case of flights of 1,500 kilometres or less; or
    • for three hours or more in the case of all intra-Community flights of more than 1,500 kilometres and of all other flights between 1,500 and 3,500 kilometres; or
    • for four hours or more in the case of other than intra-Community flights longer than3,500 kilometres.

    In case the estimated flight departure is postponed to the next day, GetJet Airlines will offer hotel accommodation if necessary, transport between the airport and place of accommodation (hotel or other).
    In delays of at least three hours the passenger is entitled to the same amount of compensation as in the event of denied boarding unless the delay is caused by extraordinary circumstances.

  • Flight cancellation

    If a flight is cancelled, GetJet Airlines will offer the choice between reimbursement of the ticket or re-routing to the final destination including assistance and care as previously mentioned in case of denied boarding.

    If a flight has not been cancelled due to extraordinary circumstances or the passenger has not been informed about the cancellation in reasonable time, GetJet Airlines might be liable to pay the same amount of compensation as if the passenger had been denied boarding. The right to compensation does not apply if:

    • the passenger is informed of the cancellation at least two weeks before the scheduled time of departure; or
    • between two weeks and seven days before the scheduled time of departure and offered re-routing, allowing to depart no more than two hours before the scheduled time of departure and to reach the final destination less than four hours after the scheduled time of arrival; or
    • less than seven days before the scheduled time of departure and are offered re-routing, allowing to depart no more than one hour before the scheduled time of departure and to reach the final destination less than two hours after the scheduled time of arrival: or
    • the cancellation is caused by extraordinary circumstances which could not have been avoided even if all reasonable measures had been taken. Such are for instance strikes, meteorological conditions, unexpected flight safety shortcomings and air traffic management decisions.
  • Contacts

    For compensation in all of the above cases, passengers must submit their claims directly with GetJet Airlines Customer Relations by email to customer@getjet.aero or post to GetJet Airlines UAB, Laisvės Av. 10, 04215, Vilnius, Lithuania.

    Please check www.getjet.aero for additional information.

    If the passenger fails to reach an agreement with GetJet Airlines, the passenger may contact the enforcement authorities of this Regulation regarding airlines:

    Contact details for Lithuania:

    Lithuanian Transport Safety Administration
    Švitrigailos str. 42, 03209 Vilnius
    ltsa@ltsa.lrv.lt, www.ltsa.lrv.lt

05EU security rules at airports

This is the summary for your information of the main elements of the relevant EU legislation; it is not the actual legal text.

  • Packing of liquids

    To protect you against the threat of liquid explosives, the European Union (EU) has adopted security rules that restrict the amount of liquids that you can take through security checkpoints. They apply to all passengers departing from airports in the EU whatever their destination.

    This means that at security checkpoints you and your unchecked baggage must be checked for liquids in addition to other prohibited articles. However, the rules do not limit the liquids that you can buy at shops located beyond the point where you show your boarding pass or on-board an aircraft.

    The rules apply at all airports in the EU and in Norway, Iceland and Switzerland until further notice.

    Passengers are only allowed to take small quantities of liquids in their unchecked baggage. These liquids must be in individual containers with a maximum capacity of 100 milliliters each. Passengers must pack these containers in one transparent, re-sealable plastic bag of not more than one litre capacity per passenger.

    Liquids include:

    • water and other drinks, soups, syrups;
    • creams, lotions and oils;
    • perfumes;
    • sprays;
    • gels, including hair and shower gels;
    • contents of pressurized containers, including shaving foam, other foams and deodorants;
    • pastes, including toothpaste;
    • liquid-solid mixtures;
      mascara;
    • any other item of similar consistency.
  • Security screening

    At the airport all passengers  have to pass through security before entering the gate area. Passengers must come well prepared for security screening to go smoothly:

    • show a valid digital or printed boarding pass;
    • empty pockets of mobile phone, watch, keys and coins before passing through;
    • small items can be placed in cabin baggage or jacket pocket
    • to place items such as coat, laptop and plastic bags with liquids on a conveyor belt for X-ray scanning.
  • Duty free liquids

    As of 31 January 2014, duty free liquids purchased at any Schengen or non-Schengen airport or on board any airline may be carried as cabin baggage, provided the following conditions apply:

    • The duty free liquid and receipt must be sealed at the time of purchase inside a security bag with a red border.
    • The security bag is not opened until arrival at the passenger’s final destination.
    • For security screening at transit airports, the duty free purchase will be taken out of your hand luggage and screened separately (similarly to what is done with laptops).
    • The security officer may need to open the security bag for screening. In case the passenger has a connecting flight at another airport, he/she shall alert the security officer so the duty free liquids can be re-sealed in a new security bag.

    Please note, this procedure may result in longer queues at security control points. Make sure you leave yourself enough time to reach the gate for boarding!

06Alternative dispute resolution

If you would like to make a complaint, please contact our customer relations team by e-mail customer@getjet.aero. Any general correspondence or inquiries will not be responded to. More information on our complaints procedures can be found here.

If the passenger fails to reach an agreement with GetJet Airlines, the passenger may contact the enforcement authorities regarding airlines:

Contact details for Lithuania:

Lithuanian Transport Safety Administration
Švitrigailos str. 42, 03209 Vilnius
ltsa@ltsa.lt, www.ltsa.lrv.lt

You are also entitled to apply for alternative dispute resolution, in accordance with Directive 2013/11/EU of the European Parliament and of the Council on alternative dispute resolution for consumer disputes and amending Regulation (EC) No 2006/2004 and Directive 2009/22/EC, Regulation (EU) No 524/2013 of the European Parliament and of the Council on online dispute resolution for consumer disputes and amending Regulation (EC) No 2006/2004 and Directive 2009/22/EC.