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    Refund Request

 

Provided that the passenger ticket or an incidental service has been cancelled by the Air Carrier, you can apply for a refund of the fare or the money paid for the incidental service. The Air Carrier shall refund the fare if the passenger ticket has been purchased from the Air Carrier's online sales system or through the Air Carrier's customer service. In other cases, please contact the company that sold you the ticket. If you paid for the passenger ticket or an incidental service with a credit card, the refund will be made to the same credit card that you used for the ticket purchase. If the ticket was purchased via a bank link, the refund will be made to the same bank account from which the money was received by the Air Carrier. The money will be refunded within 14 days from deciding on the cancellation of the passenger ticket or an incidental service. The money paid for the tickets of cancelled flights will be refunded within 14 days from deciding the cancellation of a flight. A refund application letter for the money paid for the passenger ticket or an incidental service should be, in the free form sent by e-mail to the address svl@sll.flights.

 

  Claims

 

All complaints have to be sent to the e-mail address info@saartelennuliinid.ee. All e-mails will be answered within five (5) working days at the latest.

 

 

   Refusal of Carriage

 

The Air Carrier may refuse to carry you or your baggage if any of the following circumstances occur, or if the Air Carrier reasonably believes that any of such circumstances may occur:

  • The ticket has not been paid for.
  • The passenger has not shown up to the flight check-in or the boarding gate of the flight on time.
  • The passenger does not have the required documents for travelling or the carriage of baggage.
  • The passenger is experiencing medical problems or there are less than 2 weeks left until the estimated birth date of a pregnant passenger's child.
  • The passenger's mental status or physical condition, including the passenger’s possible alcohol or drug intoxication, poses a risk to the passenger themselves, to other passengers, to the crew or property.
  • The passenger has committed misconduct on a previous flight and the Air Carrier has a reason to believe that such conduct may reoccur.
  • The passenger fails to comply with the Air Carrier's safety or security instructions.

Considering certain circumstances, there may occur situations where more passengers are holding a ticket than there are seats in the aircraft (the flight is overbooked). For such situations, the Air Carrier has a denied-boarding compensation system in the event that we are forced to leave off a flight passenger with a valid ticket. We always try first to find volunteers willing to re-register their passenger ticket to another flight or use alternative transportation. In such cases, compensation may be paid to the passenger and the expenses of the re-registration and the alternative transportation used for reaching the destination indicated on the ticket, shall be covered, if necessary.