According to Article 21, paragraph (1) of Law No. 105 of 13.03.2003 on Consumer Protection, the affected consumer must first submit a complaint to the company from which the travel service was purchased, specifying the non-conformities and their claims.
If the economic operator fails to resolve the claims within a maximum of 14 calendar days or within the timeframe specified in the contract, the consumer has the right to contact the Civil Aviation Authority or file a claim with the court, in accordance with Article 25, paragraph (7) of Law No. 105/2003 on Consumer Protection.
Complaint Model
The model can be downloaded at this link.