Zamknij X

INFORMACJA DOTYCZĄCA PLIKÓW COOKIES:

Ten serwis stosuje pliki cookies. Korzystanie z witryny bez zmiany ustawień Twojej przeglądarki oznacza, że będą one umieszczane w Twoim urządzeniu końcowym. Pamiętaj, że zawsze możesz zmienić te ustawienia.

Step by Step

 CHECK-IN

In case of check-in at the airport, a passenger goes to check-in desk. Information regarding desks that carry out check-in for a given flight is displayed on information system monitors that are located in all terminal areas. The information is also provided in a sound form. Check-in starts before 2,5hr to 1,5hr before the departure time depending on rules established by individual air carriers. A passenger is advised to get information regarding flight conditions of a given airline since every air carrier reserves the right to annul a reservation if check-in is not carried out on required time.

Check-in desks are located in the main hall (the public part of the terminal) – a passenger presents a booking confirmation and identity card (or other documents if required) to the ground staff and checks in luggage (“registered”). The luggage after being tagged is checked by security officer and customs officer (if required) and then transported to a luggage hatch. A passenger receives a boarding pass/card with attached confirmation of luggage check-in. This card allows to board the plane and also to buy duty-free products in the departure area.

 Online Check-In

Online check-in is provided by most of airlines. A passenger checks in online before the arrival at the airport, in accordance with the conditions set out by an air carrier. Airlines inform passengers about the procedure on their websites. Some of them, for instance a low-cost carrier Ryanair, require online check-in. In such situation if a passenger didn’t check in online, he/she has to pay for check-in.

 Luggage

ATTENTION! Due to security reasons it is forbidden to leave the luggage unattended in the airport area. The luggage left unattended is removed by the Border Guard officers and its owner gets a fine. Every person should immediately inform the airport staff if he/she spotted unattended luggage. It is forbidden to approach unattended luggage. Detailed conditions regarding luggage transport are set out by an air carrier. Present conditions of a given airline should be checked before making a reservation. These conditions relate to permissible size and weight of hand luggage (cabin) and registered luggage.

Important! Every passenger can use a luggage scale that is located by the Airport Info post. This service is free of charge. If the weight of luggage exceeds limits set out by a given air carrier, a passenger is obliged to pay for excess luggage. A rate for excess luggage is determined by air carriers in their general conditions of carriage . Luggage restrictions connected with security: registered luggage and hand luggage.

Non-standard luggage – air carriers allow the possibility of transporting animals, plants, sports equipment, musical instruments, etc. Detailed conditions of a given airline should be checked before making a reservation.

 Access control

Access control takes place at the beginning of a queue zone located before the posts of safety control. A passenger is obliged to present a boarding pass/card that entitles him/her to enter the departure hall.

 Security control

The aim of security control, which takes place before entering the departure hall, is to ensure security for all air-traffic participants. It is carried out by authorized Border Guard officers and Airport Security officers. Hand luggage should be placed on a belt of X-ray device in order to be checked. Items that should be put in a box include: an outer garment, pocket contents, a watch, a belt, a mobile phone, larger electronic appliances. The box should also be placed on a belt. Airport Security officers might also ask to take off shoes. If they do, shoes should also be put on a belt. Liquids in transparent plastic containers with a maximum capacity of 100ml/100g should be put in a re-sealable plastic bag with a maximum capacity of 1l. Plastic bags are available in Kolporter and Relay press salons and also in a vending machine located before access control point. During the checking of luggage a passenger goes through a security gate and then collects checked items (if they are accepted) and hand luggage. The list of banned items that cannot be transported in registered luggage is available on the official website of the Polish Civil Aviation Authority

ATTENTION! Border Guard officer or Airport Security officer makes a decision regarding the ban on items that cannot be taken on board. This decision is made according to provisions of the law. Every item and also passenger’s behavior that arouse officer’s suspicion might result in refusal to accept a given item.

 Document control

During the flight a passenger is obliged to have an identity card that has to be presented during check-in, border crossing control (It only applies to passengers that travel to countries that don’t belong to the Schengen Zone. Countries that implemented the Schengen Agreement: Austria, Belgium, the Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Italy, Iceland, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, the Netherlands, Norway, Poland, Portugal, Slovakia, Slovenia, Spain, Sweden and Switzerland) and before boarding the plane.

Identity card
An identity card is a document that confirms the identity of its owner and authorizes its owner to travel in the country, within the Schengen Zone, to countries that are not member states of the UE but belong to the European Economic Area and also to countries that don’t belong to the European Economic Area but which citizens can benefit from the free movement of persons according to the agreements these countries signed with the UE and its members which recognize identity card to be a proper document for crossing their borders.

Passport
A passport is a document that confirms the identity of its owner and authorizes its owner to travel in the country and also within and outside the Schengen Zone. After the safety control passengers who travel to countries outside the Schengen Zone undergo a boarder control of their documents.

Travel documents for children
The above rules also apply to children. Children must have a valid identity card or a passport.

Visa
It is advisable to familiarize oneself with information regarding possible visa requirements of a destination country. The list of countries and current visa requirements can be found on the official website of Ministry of Foreign Affairs:

http://www.msz.gov.pl/pl/informacje_konsularne/wizy

ATTENTION! Documents such as driving licence, birth certificate, student card don’t authorize a passenger to board the plane. It is worth remembering to have documents checked early enough, not later than 30 minutes before a scheduled departure.

 Customs clearance

Before a journey it is advisable to familiarize oneself with current customs regulations of a given country. Detailed information can be found on the official website of Ministry of Foreign Affairs:
http://poradnik.poland.gov.pl/

Customs Declaration Point is located in the main hall of the terminal. Goods that are to be transported away and are entitled to a refund of VAT, and items liable to customs clearance or declaration duty can be presented there to the Customs Bureau Officer. Further information can be found on:
http://www.mf.gov.pl/sluzba-celna

 The Departure Hall

After safety control and, if necessary, document control passengers go to the departure hall where they wait for information about boarding the plane. The information is provided in a form of sound announcements and displayed on numerous monitors. During that time it is worth considering an attractive commercial and culinary offer.

For passengers who value luxury and peacefulness we recommend services of Business Executive Lounge.

 Boarding

A number of proper gate is on the boarding pass/card. The number is also provided in a form of sound announcements and displayed on the monitors. Boarding starts when a plane is ready to take passengers on board. Before leaving the departure hall passengers present their boarding pass/card and identity card to the ground staff. Passengers are taken to the plane by airport bus or go by foot if the plane is near the terminal.

 After arrival

Passengers are taken to the arrival hall by airport bus or go by foot. Passengers arriving from the Schengen Zone don’t go through document control. Passengers arriving from outside the Schengen Zone go through document control in the Non-Schengen part of the arrival hall.

Collecting registered luggage: the information on which conveyor belt luggage from a given flight appears is displayed on the monitors in the luggage claim hall. After collecting luggage passengers go to the “NOTHING TO DECLARE” exit unless they have goods that exceed passenger tariff allowance. In other case passengers must go to the “GOODS TO DECLARE” desk.

Import of foreign exchange values and domestic legal tenders that exceed the total amount of EUR 10 000 must be reported in a written form. Import of intoxicants, banned items, items that pose a danger to people, animals and plants and items that endanger the security and public order – are forbidden and a breach of customs duty regulations and visa regulations entails penal and fiscal liability.

The above information has general nature. Rules of national law are included in normative acts published in the Journal of Laws and “Monitor Polski”

More detailed information: Customs Service



In case of lost registered luggage, a passenger should report to the Lost Luggage office run by handling agent that act on behalf of the carrier.

WELCOME Airport Services
phone: +48 697015801
email: lostandfound.poz@welcome-as.pl
The Lost Luggage office run by WELCOME Airport Services is located in the public part of the arrival hall.

 

 Rights of passengers

Depending on circumstances – flight cancellation or flight delay, denied boarding, downgrading – passengers are entitled to assert their rights. The minimal rights of passengers presented below apply only to passengers who travel within UE borders and passengers who departure from the airport situated in the UE territory to third countries or arrive at the airport situated in the UE territory from a third country with an air carrier registered in the UE.

Cancellation
1. Obligation to inform passengers of their rights
If the flight has been cancelled the operating air carrier shall give every passenger a written notice about regulations on minimal passengers rights, including the right to compensation.

2. Right to care
The operating air carrier shall offer free of charge:
* meals and refreshments
* two telephone calls, telex or fax messages, or e-mails.
* hotel accommodation and transport between the airport and place of accommodation

The scope of provided assistance depends on waiting time for a delayed or alternative flight, in addition a passenger has the right to hotel accommodation only if a stay of one or more nights becomes necessary due to waiting time for a delayed or alternative flight.

3. Right to compensation
Passengers shall receive compensation amounting to:
*EUR 250 for all flights of 1 500 kilometres or less;
*EUR 400 for all intra-Community flights of more than 1 500 kilometers
*EUR 400 for all other flights between 1 500 and 3 500 kilometers;
*EUR 600 for all other flights of more than 3 500 kilometers

The operating air carrier may reduced the compensation by 50 % when the arrival time of an alternative flight doesn’t exceed the scheduled arrival time of the flight originally booked:
*by two hours, in respect of all flights of 1 500 kilometers or less
*by three hours, in respect of all intra-Community flights of more than 1 500 kilometers
*by three hours, in respect of all other flights between 1 500 and 3 500 kilometers
*by four hours, in respect of all other flights of more than 3 500 kilometers

Passengers shall not have the right to compensation by the operating carrier if:
*they are informed of the cancellation at least two weeks before the scheduled time of departure
*they 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
*they 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

If the cancellation is caused by extraordinary circumstances which could not have been avoided even if all reasonable measures had been taken.

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

4. Right to reimbursement and return flight
If the flight has been cancelled, a passenger has the right to withdraw from an agreement. In this case the operating air carrier shall:
* reimburse within seven days 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
* provide a return flight to the first point of departure, at the earliest opportunity

The reimbursement, with the signed agreement of the passenger, may be paid in travel vouchers and/or other services.

5. Right to re-routing
If the flight has been cancelled the operating air carrier shall provide re-routing, under comparable transport conditions, to the final destination:
*at the earliest opportunity
*at a later date at the passenger's convenience, subject to availability of seats

A passenger doesn’t have the right to re-routing if he/she has exercised his/her rights to reimbursement.

Delay
1.Obligation to inform passengers of their rights
If the flight has been delayed the operating air carrier shall give every passenger a written notice about regulations on minimal passengers rights, including the right to compensation.

2. Right to care
The operating air carrier shall offer free of charge:
*meals and refreshments
* two telephone calls, telex or fax messages, or e-mails.
*hotel accommodation and transport between the airport and place of accommodation
The scope of provided assistance depends on waiting time for a delayed or alternative flight, in addition a passenger has the right to hotel accommodation only if a stay of one or more nights becomes necessary due to waiting time for a delayed or alternative flight.
A passenger doesn’t have the right to care if the delay is less than:
*two hours in the case of flights of 1 500 kilometers or less
*three hours in the case of all intra-Community flights of more than 1 500 kilometers
*three hours in the case of all other flights between 1 500 and 3 500 kilometers
*four hours in the case of all other flights of more than 3 500 kilometers

3. Right to reimbursement and return flight
If the flight has been delayed for 5 or more hours, a passenger has the right to withdraw from an agreement. In this case the operating air carrier shall:
*reimburse within seven days 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
*provide a return flight to the first point of departure, at the earliest opportunity

The reimbursement, with the signed agreement of the passenger, may be paid in travel vouchers and/or other services.

Denied boarding
1. Obligation to inform passengers of their rights
If the flight has been cancelled the operating air carrier shall give every passenger a written notice about regulations on minimal passengers rights, including the right to compensation.

2. Right to care
The operating air carrier shall offer free of charge:
*meals and refreshments
* two telephone calls, telex or fax messages, or e-mails.
*hotel accommodation and transport between the airport and place of accommodation
The scope of provided assistance depends on waiting time for a delayed or alternative flight, in addition a passenger has the right to hotel accommodation only if a stay of one or more nights becomes necessary due to waiting time for a delayed or alternative flight.

3.Right to compensation
If boarding has been denied to a passenger against his/her will, the operating air carrier shall pay compensation in the amount of:
*EUR 250 for all flights of 1 500 kilometres or less;
*EUR 400 for all intra-Community flights of more than 1 500 kilometres
*EUR 400 for all other flights between 1 500 and 3 500 kilometres;
*EUR 600 for all other flights of more than 3 500 kilometres

The operating air carrier may reduce the compensation by 50 % when the arrival time of an alternative flight doesn’t exceed the scheduled arrival time of the flight originally booked:
*by two hours, in respect of all flights of 1 500 kilometers or less
*by three hours, in respect of all intra-Community flights of more than 1 500 kilometers
*by three hours, in respect of all other flights between 1 500 and 3 500 kilometers
*by four hours, in respect of all other flights of more than 3 500 kilometers

Passengers shall not have the right to compensation by the operating carrier if :
*there are reasonable grounds to deny boarding, such as 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 travel vouchers and/or other services.

4. Right to reimbursement and return flight
If boarding has been denied to a passenger, he/she has the right to withdraw from an agreement. In this case the operating air carrier shall:
*reimburse within seven days 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
*provide a return flight to the first point of departure, at the earliest opportunity

The reimbursement, with the signed agreement of the passenger, may be paid in travel vouchers and/or other services.

5. Right to re-routing
If boarding has been denied to a passenger, the operating air carrier shall provide re-routing, under comparable transport conditions, to the final destination:
*at the earliest opportunity
*at a later date at the passenger's convenience, subject to availability of seats

A passenger doesn’t have the right to re-routing if he/she has exercised his/her rights to reimbursement.

Downgrading
1. Right to partial reimbursement for downgrading

If an operating air carrier places a passenger in a class lower than that for which the ticket was purchased, it shall within seven days reimburse:
*30 % of the price of the ticket for all flights of 1 500 kilometres
*50 % of the price of the ticket for all intra-Community flights of more than 1 500 kilometres, except flights between the European territory of the Member States and the French overseas departments
*50 % of the price of the ticket for all other flights between 1 500 and 3 500 kilometres
*75 % of the price of the ticket for all other flights of more than 3 500 kilometres, including flights between the European territory of the Member States and the French overseas

If an 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.

Additional laws binding in all above-mentioned cases:
Right to information on the identity of the operating air carrier

Upon reservation, the air carriage contractor (air carrier, tour operator, ticket seller) shall inform the passenger of the identity of the operating air carrier or carriers, whatever the means used to make the reservation. This information is to allow passengers to check whether a given operating air carrier is on a list of air carriers that are subject to an operating ban in the Community. The list is published on websites of air carriers, airports and the Civil Aviation Authority. If an operating air carrier is on the list referred to above, and this led to the cancellation of a flight, or would lead to such cancellation if the flight took place within the European Community, a passenger has the right to change the itinerary or has the right to reimbursement, provided that a passenger has decided to give up the flight that has not been canceled. Right to lodge a complaint against an air carrier

In the event of a breach of any of the above rights, a passenger has the right to lodge a complaint against an air carrier. A complaint may be filed after the exhaustion of the complaint procedure. In the Republic of Poland, the body authorized to consider passengers’ complaints is:
1. The President of the Civil Aviation Authority (www.ulc.gov.pl)
2. Commission on Passenger Rights (tel. +48 22 5207439; email: kopp@ulc.gov.pl)

Detailed information regarding the way of lodging a complaint can be found on the official website of the Civil Aviation Authority

Other cases of unfulfillment or improper fulfillment of an obligation by the air carrier - in other cases of unfulfillment or improper fulfillment of an obligation by the air carrier under the contract of carriage, particularly in matters relating to luggage and personal injury or death as a result of an accident during the flight, a passenger may assert his/her rights by means of litigation process.

ATTENTION! Rules regarding minimum protection of passengers' rights do not apply to passengers that travel free of charge or at a reduced fare not available directly or indirectly to the public. This exclusion does not apply to people that use discounts or exemptions based on loyalty program or other commercial program.

Protection of minimum passengers’ rights is based on:
1. 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, and repealing Regulation (EEC) No 295/91 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 - valid from 16 January 2006.

2. In this case, the flights between the European Union (including the UK) and the French overseas territories are treated as non-intra-Community flights.

Download
ADVERTISEMENT
ADVERTISEMENT

Wymagany dodatek Flash Player 9

Get Adobe Flash player