Method of submission and resolution of complaints

✓	The petition is submitted in one of the forms provided by law (in writing or in electronic format)

✓	The petition is signed by the petitioner (the passenger whose rights have been affected) on their own behalf, or on behalf of other persons provided that they are authorised to do so (by a notarised power of attorney or a lawyer’s mandate)

✓

The signature must meet the legal requirements:

1)	for an electronic document, it must be signed with an electronic signature;
2)	for a petition sent by post or submitted in person to the Civil Aviation Authority, it must bear a handwritten signature.

✓

The petition contains the following elements:

1)	the name and surname or the name of the petitioner;
2)	the domicile or registered office of the petitioner and the e-mail address, if a reply by e-mail is requested;
3)	the name of the public authority;
4)	the subject of the petition and the reasons for it;
5)	the signature of the petitioner or of their legal representative or authorised person, and for a petition sent in electronic form – the electronic signature.

The petition is submitted to the Authority only after the petitioner has addressed a complaint to the air carrier or the service provider concerned and the direct complaint-handling procedure has been exhausted, or the complaint has not been resolved within the time limit set by the applicable legislation – 14 days.

✓	The petition must be accompanied by: a copy of the passport, a copy of the ticket (booking), a copy of the boarding pass, evidence of the incident complained of, correspondence with the air carrier showing that the prior complaint procedure was followed (mandatory), other relevant evidence