Below you find a list of passenger rights in specific situations. Such minimum passenger rights apply only to passengers travelling within the Community, those departing from an airport in the Community to destinations in a third country, or leaving from an airport located in a third country for one situated in the Community when a Community carrier operates the flight.


1. Right to obtain information about air passenger rights

In case of cancellation of the flight the operating air carrier must give each passenger affected a written notice of the provisions on minimum passenger rights, including the right to compensation and the right to care.

2. Right to care

Under the right to care, the operating carrier shall offer the passengers free of charge:

  • meals and refreshments;
  • two telephone calls, telex or fax messages, or e-mails;
  • hotel accommodation with transport between the airport and place of accommodation

Care for the passengers depends on the time of waiting for a delayed or an alternative flight and the hotel accommodation is offered where a stay of one or more nights becomes necessary.

3. Right to compensation

In case of cancellation of the flight, the operating air carrier shall pay compensation amounting to:

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

The operating air carrier may reduce the compensation provided for in this paragraph by 50 %, if the arrival time of an alternative flight does not exceed the scheduled arrival time of the flight originally booked:

  • by two hours, in respect of all flights of 1500 kilometres or less; or
  • by three hours, in respect of all intra-Community flights of more than 1500 kilometres; or
  • by three hours in respect of all other than intra-Community flights between 1500 and 3500 kilometres; or
  • by four hours in respect of all other than intra-Community flights of more than 3500 kilometres.

The right to compensation does not apply in case where:

  • passengers are informed of the cancellation at least two weeks before the scheduled time of departure; or
  • passengers are informed of the cancellation between two weeks and seven days before the scheduled time of departure and are offered re-routing, allowing them to depart no more than two hours before the scheduled time of departure and to reach their final destination less than four hours after the scheduled time of arrival; or
  • passengers are informed of the cancellation less than seven days before the scheduled time of departure and are offered re-routing, allowing them to depart no more than one hour before the scheduled time of departure and to reach their final destination less than two hours after the scheduled time of arrival;
  • the cancellation is caused by extraordinary circumstances which could not have been avoided even if all reasonable measures had been taken (the extraordinary circumstances shall mean, among others, political instability, adverse weather conditions for operation of a given flight, security risks, unexpected faults that may affect the safety, strikes affecting operation of the carrier).

The compensation shall be paid in cash or, with the signed agreement of the passenger, in the form of travel vouchers or services.

4. Right to reimbursement of the full cost of the ticket and a return flight free of charge

In case of cancellation of the flight the passenger has the right to withdraw from a contract. The operating air carrier is then obliged to:

  • reimburse within seven days in cash the full cost of the ticket at the price at which it was bought, for the part or parts of the journey not made, and for the part or parts already made if the flight is no longer serving any purpose in relation to the passenger's original travel plan, together with, when relevant, a return flight to the first point of departure, at the earliest opportunity.

The full cost of the ticket may be reimbursed, with the signed agreement of the passenger, in the form of travel vouchers or services.

5. Right to re-routing

In case of cancellation of the flight, the operating air carrier is obliged to offer re-routing under comparable transport conditions to the final destination:

  • at the earliest opportunity, or
  • at a later date at the passenger’s and the operating air carrier’s convenience.

The right to re-routing does not refer to the passengers who have decided to use their right to reimbursement of the full cost of the ticket.
1. Right to obtain information about air passenger rights

In case of the delayed flight the operating air carrier must give each passenger affected a written notice of the provisions on minimum passenger rights, including the right to compensation and the right to care.

2. Right to care

Under the right to care the operating carrier shall offer the passengers free of charge:

  • meals and refreshments;
  • two telephone calls, telex or fax messages, or e-mails;
  • hotel accommodation with transport between the airport and place of accommodation

Care for the passengers depends on the time of waiting for an alternative or a delayed flight and the hotel accommodation is offered where a stay of one or more nights becomes necessary.

The right to care does not apply in case where the delay is less than:

  • two hours, in respect of all flights of 1500 kilometres or less; or
  • three hours, in respect of all intra-Community flights of more than 1500 kilometres; or
  • three hours in respect of all other than intra-Community flights between 1500 and 3500 kilometres; or
  • four hours in respect of all other than intra-Community flights of more than 3500 kilometres.

3. Right to reimbursement of the full cost of the ticket and a return flight free of charge

In case of cancellation of the flight the passenger has the right to withdraw from a contract. The operating air carrier is then obliged to:
  • reimburse within seven days in cash the full cost of the ticket at the price at which it was bought, for the part or parts of the journey not made, and for the part or parts already made if the flight is no longer serving any purpose in relation to the passenger's original travel plan, together with, when relevant, a return flight to the first point of departure, at the earliest opportunity.

The full cost of the ticket may be reimbursed, with the signed agreement of the passenger, in the form of travel vouchers or services.
1. Right to obtain information about air passenger rights

In case of the denied boarding the operating air carrier must give each passenger affected a written notice of the provisions on minimum passenger rights, including the right to compensation and the right to care.

2. Right to care

Under the right to care the operating carrier shall offer the passengers free of charge:

  • meals and refreshments;
  • two telephone calls, telex or fax messages, or e-mails;
  • hotel accommodation with transport between the airport and place of accommodation

Care for the passengers depends on the time of waiting for an alternative or a delayed flight and the hotel accommodation is offered where a stay of one or more nights becomes necessary.

3. Right to compensation

In case the passengers are denied boarding against their will, the operating air carrier shall pay compensation amounting to:

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

The operating air carrier may reduce the compensation provided for in this paragraph by 50 %, if the arrival time of an alternative flight does not exceed the scheduled arrival time of the flight originally booked:

  • by two hours, in respect of all flights of 1500 kilometres or less; or
  • by three hours, in respect of all intra-Community flights of more than 1500 kilometres; or
  • by three hours in respect of all other than intra-Community flights between 1500 and 3500 kilometres; or
  • by four hours in respect of all other than intra-Community flights of more than 3500 kilometres.

The right to compensation does not apply in case where:

  • there are reasonable grounds for denial of boarding, in particular reasons of health, safety, security or inadequate travel documentation.

The compensation shall be paid in cash or, with the signed agreement of the passenger, in the form of travel vouchers and/or services.

4. Right to reimbursement of the full cost of the ticket and a return flight free of charge

In case of the denied boarding the passenger has the right to withdraw from a contract. The operating air carrier is then obliged to:

  • reimburse within seven days in cash the full cost of the ticket at the price at which it was bought, for the part or parts of the journey not made, and for the part or parts already made if the flight is no longer serving any purpose in relation to the passenger's original travel plan, together with, when relevant, a return flight to the first point of departure, at the earliest opportunity.

The full cost of the ticket may be reimbursed, with the signed agreement of the passenger, in the form of travel vouchers or services.

5. Right to re-routing

In case of the denied boarding, the operating air carrier is obliged to offer re-routing under comparable transport conditions to the final destination

  • at the earliest opportunity, or
  • at a later date at the passenger’s and the operating air carrier’s convenience.

The right to re-routing does not refer to the passengers who have decided to use their right to reimbursement of the full cost of the ticket.
1. Right to partial reimbursement of the cost of the ticket

In case the operating air carrier places the passenger in a class lower than that for which the ticket was purchased, it shall reimburse within seven days:

  • 30 % of the price of the ticket for all flights of 1500 kilometres or less, or
  • 50 % of the price of the ticket for all intra-Community flights between 1500 and 3500 kilometres, or
  • 75 % of the price of the ticket for all other than intra-Community flights of more than 3500 kilometres.

If the operating air carrier places a passenger in a class higher than that for which the ticket was purchased, it may not request any supplementary payment.
passenger rights The air carriage contractor (including the air carrier, the tour operator and a ticket seller) are obliged to inform passengers about the identity of the air carrier or air carriers actually operating, regardless of the means used to make reservation. The information shall ensure that the passenger may check whether the operating air carrier is on the Community list of air carriers subject to an operating ban within the Community. Such information is published on the website of air carriers, airports and the Civil Aviation Office.

In a case where the operating air carrier is on the Community list of air carriers subject to an operating ban, which has led to the cancellation of the flight concerned, or which would have led to such cancellation if the flight concerned had been operated in the Community, the passenger has a right to re-routing or reimbursement of the full cost of the ticket, provided that, where the flight has not been cancelled, the passenger has chosen not to take that flight.
In a case of infringement of any of the air passenger rights mentioned above, the passenger has a right first to complain to the operating air carrier and after the operating carrier completed the complaint procedure, the passenger can lodge a complaint with a civil aviation authority. The body competent to examine complaints in the Republic of Poland is:

1. The President of Civil Aviation Office (www.ulc.gov.pl)
2. Committee for Passenger Rights Protection (phone +48 22 520 74 84; e-mail: kopp@ulc.gov.pl))

Visit website of the Civil Aviation Office Urzędu Lotnictwa Cywilnego to read more on the procedure of complaining.
passenger rights
which includes in particular, damage to baggage, or an onboard accident resulting in passenger’s death or bodily injury, the passenger or the family are entitled to enforce the rights resulting from the contract of carriage before the competent court.

ATTENTION! The provisions on protection of the minimum passenger rights do not apply to passengers travelling free of charge or at a reduced fare not available directly or indirectly to the public. However, the exclusion rules do not concern passengers having tickets issued under a frequent flyer or other commercial programmes.

passenger rights Protection of minimum passenger rights is afforded by Regulation (EC) No 261/2004 of the European Parliament and of the Council of 11 February 2004 establishing common rules on compensation and assistance to passengers in the event of denied boarding, and of cancellation or long delay of flights, repealing Regulation (ECC) No 295/91 (entered into force on 17 February 2005) and Regulation (EC) No 2111/2005 of the European Parliament and of the Council of 14 December 2005 on the establishment of a Community list of air carriers subject to an operating ban within the Community and on informing air transport passengers of the identity of the operating air carrier, and repealing Article 9 of Directive 2004/36/EC (entered into force on 16 January 2006)

As regards protection of minimum passenger rights, the flights between the European territory of the Member States and the French overseas departments are not treated as intra–Community flights.
Download Complaint Form
 

Complaint Form

Complainant’s personal data:

 

Required field - Required field.

 

This Complaint Form will be sent to Control Office for consideration.

 

Zgodnie z art. 24 ust. 1 ustawy z dnia 29 sierpnia 1997 r. o ochronie danych osobowych (Dz. U. z 2002 r. Nr 101, poz. 926 z późn. zm.) informuję, iż administratorem Pani/Pana danych osobowych jest Przedsiębiorstwo Państwowe "Porty Lotnicze" z siedzibą w Warszawie (00-906), przy ul. Żwirki i Wigury 1. Dane osobowe zostały przekazane dobrowolnie i będą przetwarzane w związku z realizacją Pani/Pana reklamacji. Dane osobowe zostaną udostępniane wyłącznie podmiotom upoważnionym na podstawie przepisów prawa. Posiada Pani/Pan prawo dostępu do treści swoich danych oraz ich poprawiania

 

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Assistance for passengers
with disabilities
or reduced mobility

In order to ensure the comfort of all customers, Chopin Airport provides a wide range of facilities for disabled and reduced mobility passengers.


All disabled travelers using the Warsaw airport can receive free assistance, starting from the moment they report at the airport, through check-in and security check, right up until they are seated on the plane. The same level of assistance is offered to arriving passengers.


1. If you require assistance due to disability or reduced mobility, notify your airline or tour operator when pre-booking and buying the ticket, but no later than 48 hours prior to your planned departure. This will help us provide the service you need at the time convenient to you.

2. If you fail to notify us in advance, we will do our best to provide the assistance you require, but you may have to wait a little longer. (list of airlines)

3. Warsaw Chopin Airport provides smooth, high quality services to disabled and reduced mobility passengers in accordance with the target service levels specified in ECAC Doc. No 30 (Part I).

a. For Pre-Notified Departing Customers upon arrival at the airport, once they have made themselves known:
 
  • 80% of customers should wait no longer than 10 minutes for assistance
  • 90% should wait for no longer than 20 minutes
  • 100% should wait for no longer than 30 minutes.

b. For Non Pre-Notified Departing Customers upon arrival at the airport, once they have made themselves known:
 
  • 80% of customers should wait no longer than 25 minutes
  • 90% should wait no longer than 35 minutes
  • 100% should wait no longer than 45 minutes.

Note: Waiting times over 15 minutes are subject to availability of waiting areas as referred to in 1.5.

c. For Pre-Notified Arriving Customers Assistance should be available at the gate-room / aircraft side for:
 
  • 80% of customers within 5 minutes of "on chocks"
  • 90% within 10 minutes
  • 100% within 20 minutes.

d. For Non Pre-Notified Arriving Customers Assistance should be available at the gate-room / aircraft side for:
 
  • 80% of customers within 25 minutes of "on chocks"
  • 90% within 35 minutes
  • 100% within 45 minutes.
1. Taxi - recommended designated taxi ranks are located immediately in front of Terminal A (arrivals level), making it easy to get to/from Chopin Airport.

2. Public bus - Bus stops are located opposite Terminal A (arrivals and departures levels).

3. Train – Warsaw Chopin Airport can also be accessed by train. In the connector between the railway station and the Terminal there is a special intercom pylon where disabled customers or with reduced mobility can request assistance.

4. Car parks – There are designated disabled parking spaces at paid P1 car park, next to the lifts.

5. Access to Terminal A - There are 4 marked intercom pillars at the Departure level, where disabled customers can request assistance.

6. Access to Terminal A from the train station - The route from the station to the Terminal on both Arrival and train station levels has been equipped with corrugated tiles, adjusted to lead people with visual impairment.
disabled airport Once at the airport, report your arrival at one of the following places:
 
  • reporting points located in front of the terminal (information pillars) – use the intercom;
  • any airport information desk inside the terminal;
  • check-in desks for your flight.

Our specially designated staff will be at your disposal within a maximum of 10 minutes of receiving your request (in the case of passengers who requested assistance at least 48 hours before their flight).

Information pillars located in way from train station



Information pillars located in front of the terminal

 

Passenger-friendly Terminal – facilities for people with disabilities or reduced mobility.

There are a number of facilities for passengers with disabilities and reduced mobility throughout Terminal A, marked with this sign:

wheelchair

disabled terminal 1. Selected check-in and information desks, as well as transfer desks are equipped with an induction loop system, marked with the following sign:

disabled ear

2. Toilets for disabled visitors are available throughout the terminal, both in the public and restricted areas.

disabled toliet

3. Accessible lifts – all lifts at our airport are disabled-friendly and well-marked and have signs in braille.

4. Dedicated seats – In both public and restricted area of the Terminal there are specially adjusted and clearly marked seats for disabled customers or with reduced mobility.
 

 

Code of Good Practice for Provision of Ground Handling Services to Disabled Persons
and Persons with Reduced Mobility at Warsaw Chopin Airport


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