The decision states that the dispute arose over three passengers who flew from Tenerife to Tallinn. Their luggage was delivered two days later, and since the suitcase contained clothes and hygiene items, the passengers claimed to have purchased essential goods and demanded compensation from airBaltic for all expenses – 1540 euros.
airBaltic refused to refund the full amount, citing its rules stating that compensation for delayed luggage is up to 10 euros per day for expenses related to the purchase of essential goods. Based on this calculation, the airline’s liability would be limited to 120 euros.
However, the Consumer Dispute Resolution Commission determined that the limit set by the airline cannot restrict passengers’ rights enshrined in law. The Commission believes that airBaltic must compensate the passenger 214.44 euros for the purchase of essential goods.
Reimbursable expenses include toothbrushes, underwear, hats, socks, and some items. The Commission found no grounds to compensate, for example, the purchase of conditioner for curly hair or an electric shaver, as the urgent need for these purchases was not proven.
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The Commission concluded that airBaltic must reimburse passengers for reasonable expenses incurred due to luggage delay. The decision also took into account that the passengers returned to Latvia, where they had access to their clothes and hygiene items.
airBaltic will remain on the blacklist until the decision is executed, but no longer than 12 months.
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