The Competition and Consumer Protection Office began an investigation against the carrier after numerous signals from travelers who felt harmed by Enter Air started reaching the office.
The UOKiK president conducted proceedings against the company, resulting in 10 practices used by the carrier being challenged.
Passengers should have a real possibility to exercise their rights, and it is the carrier’s duty to create transparent and regulation‑compliant complaint handling rules. Airlines must also provide appropriate services in case of problems, which may arise before, during, or after the flight,” said the quoted UOKiK president Tomasz Chróstny in the statement.
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Passengers will receive compensation for damaged or lost luggage
UOKiK ordered that Enter Air must pay travelers 170 PLN each who received a delayed response to their complaint. According to regulations, this should happen within 14 days of filing.
“Entrepreneurs, including airlines, cannot extend this time, and if they exceed it or simply do not respond to claims – this generally means their acceptance” – the UOKiK statement reads.
And that’s not all. The compensation must also cover customers whose claims related to damaged or lost luggage were rejected or only partially accepted.
Enter Air customers are also to receive an additional 200 PLN if the carrier refused to acknowledge a complaint regarding delayed delivery of checked baggage.
“Enter Air rejected travelers’ claims for flights to their country of residence and limited refunds to so‑called essential items. In contrast, compensation in such a situation is due to every passenger regardless of the destination, and the law does not limit entrepreneurs’ liability for refunds within a specified product category” – UOKiK informs.
Enter Air passengers can expect additional benefits
As UOKiK determined, when Enter Air cancelled or delayed a flight it offered passengers settlements on board or after leaving the aircraft. It offered lower compensation than the regulations provide. In return, the airline was obliged to provide consumers with unlimited 50 PLN vouchers for one‑time use during a flight operated by Enter Air.
“Air carrier liability is regulated by the Montreal Convention. It is supplemented by EU Regulation 261/2004, which grants minimum rights to passengers, e.g. in cases of delay, cancellation, or denied boarding. Depending on the distance to the destination, it is 250 EUR (up to 1500 km), 400 EUR (1500–3500 km) or 600 EUR (other flights). Compensation applies if passengers reached the destination with a three‑hour or greater delay or if the flight was cancelled” – UOKiK reminds.
The office required the carrier to inform all passengers individually of the UOKiK decision within 6 months of the decision becoming final. This means airline representatives must do so no later than 24 October 2026. Information must include the date and method of compensation payment. Payments can be sent directly to the bank account indicated by the customer.
“Airlines will also publish the UOKiK president’s decision on their website and Facebook profile” – UOKiK informs.
The office’s decision means that Enter Air passengers have the right to more than one compensation from different sources.
Recall that Enter Air is a Polish airline specializing in charter services for travel agencies. The total compensation the company will have to pay its passengers is up to 8.2 million PLN.
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