14.2.1. 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. Please find claim form here. Claims may be submitted by e-mail email@example.com. Leading documents must be presented: travel documents, boarding pass, a copy of the person’s identification document.
14.2.2. We will not process claims submitted by a third party if the Passenger concerned has not submitted the claim directly to Us and allowed Us time to respond, in accordance with Article 14.2.1 above.
14.2.3. Articles 14.2.1 and 14.2.2 above will not apply to Passengers who do not have the capacity to submit claims themselves. The legal guardian of a Passenger who lacks capacity may submit a claim to Us on the Passenger’s behalf providing Us with a power of attorney certified by notary authorizing the legal guardian to act on behalf of the Passenger and a copy of his/her identification document according to the norms of the Civil Code of the Republic of Lithuania (Article 2.138 CC).
14.2.4. 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.
14.2.5. In any event, save for Article 14.2.3 and 14.2.4 above, We will not process claims submitted by a third party unless the claim is accompanied by appropriate documentation duly evidencing the authority of the third party to act on behalf of Passenger.
14.2.6. In accordance with Our 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 10-12 weeks after the Passenger has submitted all the necessary documents (Articles 13.2.1, 14.2.1) and his / her claim is satisfied.