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  • When consumers have a problem with a trader regarding a product or service they bought, they can settle their dispute out-of-court through an Alternative Dispute Resolution or Online Dispute Resolution (ADR / ODR) procedure. As such procedures are an alternative to resolving disputes before a court they are called Alternative Dispute Resolution (ADR). When they are carried out online, they are called Online Dispute Resolution (ODR). Resolving disputes through ADR/ODR, in general, is easier, faster and less expensive than resolving disputes before a court. In the European Union, ADR/ODR procedures can take different forms and they can have different names e.g.arbitration, conci;iation, mediation, ombudsmen, complaints boards. On 21 May 2013, the European legislator adopted new legislation for ADR - Directive 2013/11/EU of the European Parliament and of the Council of 21 May 2013 on alternative dispute resolution for consumer disputes and amending Regulation (EC) No 2006/2004 and Directive 2009/22/EC.


  • Learn more about your rights in case of lost or damages baggage during the the time of your flight.


  • Since 25th of July 2014 the consumers have more rights with the new amendments of the Consumer Protection Act. The full text of the Act you can find in the attached document.


  • Learn more about your rights when you shop online

  • Download
    Rules for compensation of passengers in the event of denied boarding, cancellation or long delay of flights