Who to turn to as an Adria Airways ticket holder?
It is worth noting that the refund arrangements which have already been presented in the media (e.g. the advice given by the Consumer Association of Slovenia (Zveza potrošnikov Slovenije) and the information available on the gov.si internet portal) are often slow moving, unreliable, time-consuming and far from free-of-charge.
1. Passengers who have flight cancellation insurance with any insurance company, can expect relatively few problems getting a refund. They should read the small carefully, as they can be fairly strict to the consumer.
2. Passengers without flight cancellation insurance can apply to be rebooked on another flight if they bought tickets through a partner company that has a code-share flight with Adria.
3. Those with flights booked as part of a holiday package with a travel agency should contact the agency directly for a refund; if the flight had already been cancelled prior to departure (and therefore also the holiday), passengers can also claim damages. Those passengers left stranded at their holiday destination should contact the agency to have it make alternative arrangements.
4. A fairly simple way of getting a refund it to do so through your bank, if the ticket was bought with a credit card (even with a foreign bank), as certain banks insure such risks as part of their services. It is noteworthy that every bank has its own refund procedure where services have not or will not be rendered. For example, one of the bigger Slovenian banks has made it public on its website that those affected must first contact the point of sale and if a refund is not forthcoming, they can contract the bank for a refund. Usually there is a 120-day time limit on refunds, counting from the date the service was provided or due to be provided, or in this particular case, the flight date.
The general rule with any refund claim is that claimants should list as much information as possible that proves the flight was cancelled (such as flight date, destination, flight number, written communication with the point of sale, POS confirmation). Given the obstacles faced by passengers in obtaining confirmation of cancelled flights, the Market Inspectorate had recommended to the Bank Association of Slovenia that the date of confirmation of flight cancelation should service as the beginning of the bankruptcy procedure for claims stemming from cancelled flights. If a bank rejects a refund claim, consumers can also turn to the Bank Association.
5. Apart from the ones already mentioned, the final and (for the aggrieved consumer) probably the least favorable option, is the file a claim as part of the bankruptcy procedure, but considering Adria’s financial situation, it’s questionable to what extent, and when a refund can be expected.
Authors: Tina Marciuš Ravnikar, junior associate
Luka Fabiani, partner
