• The Association for Air Passengers Rights “Friendly Flying” was removed from the register of entities entitled to resolve consumer disputes out-of-court.
• This decision was issued by UOKiK at the request of the Association.
• The Passenger Rights Ombudsman by the President of the Civil Aviation Authority and the Trade Inspection help air passengers settle disputes amicably.

The Act on Out-of-Court Consumer Dispute Resolution has been in force for two years. If consumers are dissatisfied with how their complaint was handled, now the dispute can be resolved alternatively (Alternative Dispute Resolution, ADR). Alternative dispute resolution is faster than court proceedings as it lasts a maximum of 90 days and is usually free of charge. Currently, consumers’ disputes are settled with the help of one of ten authorized entities, both public and non-public. For example, the President of the Office of Electronic Communications deals with the settlement of telecommunications and postal disputes and the Passenger Rights Ombudsman by the President of the Office of Rail Transport assist in settling disputes with railway carriers.

On June 14, 2019, the Association for Air Passengers Rights “Friendly Flying” was removed from the register of entities entitled to settle consumer disputes out-of-court. This decision was issued at the request of the Association.

We would like to remind you that since April this year the entity authorized to amicably resolve disputes is the Passenger Rights Ombudsman by the President of the Civil Aviation Authority. Detailed information on ADR proceedings before the Passenger Rights Ombudsman, application instructions and forms are available at the following address: http://www.pasazerlotniczy.gov.pl/.

Information on the principles and benefits of ADR proceedings, web search engine of authorized entities and answers to frequently asked questions can be found at: http://polubowne.uokik.gov.pl/. Consumers may also send an e-mail to the ADR Contact Point at: kontakt.adr@uokik.gov.pl.

All entities authorized to assist customers are listed at the following address: https://uokik.gov.pl/rejestr_podmiot_uprawnionych.php.

Additional information for consumers:
ADR Contact Point (information on ADR entities, assistance in completing applications)
Pl. Powstańców Warszawy 1, 00-950 Warsaw
Phone: 22 55 60 332, 22 55 60 333|
E-mail: kontakt.adr@uokik.gov.pl