According to the reader, the company does not respond to calls and emails, and access to his case in the system allegedly no longer works. He also claims to have seen negative reviews about the company and asks to investigate its activities.
Read more Incredible but true: in these places in the world, women have several husbands each
“As soon as you sign the contract, they stop communicating and disappear,” the reader told the editorial office in his message.
The director of the company “Aer Liber,” Lina Lėsutytė, told the editorial office that she cannot comment on the specific situation because it is impossible to identify the client’s case from the provided information.
“We understand the reader’s disappointment – compensation cases often take a long time, and waiting is always difficult,” she said.
Waited too long for answers
The company’s manager admitted that some clients waited too long for answers. According to her, this happened due to the increased number of cases and insufficient team capacity.
“We sincerely apologize for that. We are expanding the team so that clients receive answers about their cases faster,” said L. Lėsutytė.
Read more Lithuanian literature will spread from Peru to Sri Lanka: 32 book translations funded
She also emphasized that the company has not ceased operations – it continues to file claims against airlines, representing passengers in institutions and courts. According to her, clients only pay if compensation is actually recovered.
Regarding access to client accounts, the company states that the system works, and problems are resolved individually when they arise.
“We have not recorded major technical failures, but there have been organizational challenges – the growing flow of cases exceeded our capacity, and some clients felt this through slower responses,” said the head of “Aer Liber.”
The company also pointed out that some compensation cases are prolonged not due to administration but because of airlines’ decisions not to pay compensation even after favorable decisions by institutions or courts.
