Passenger rights

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 [email protected] 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
  [email protected], www.ltsa.lrv.lt