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Feedback and Claims

Were you satisfied with our performance during your flight? Or was something out of order? We appreciate your feedback because it inspires us to grow and improve our services.

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If you have more questions, contact us by e-mail info@smallplanet.aero

Delayed (cancelled) flight or damaged (missing) baggage? Please fill out the claim form here. Claims submitted via the feedback form below are not valid.

If you would like to make a complaint please contact our Customer Care team, who will do their best to resolve the matter promptly, at info@smallplanet.aero
 

WHAT CAN I CLAIM FOR?

Damaged baggage
If your checked baggage arrives damaged after the flight, please report about it immediately after the flight to the Lost & Found office at the airport of arrival. You will get a copy of Damaged Property Report (DPR) in case of damage.
You are required to submit the following documents together with the claim: copy of boarding pass, copy of ticket, copy of the baggage identification tag, copy of DPR and documents proving the value of damage, i.e. receipts of purchase of items such as basic clothing and toiletries, purchased due to luggage delay, list and documents providing the value of lost items.
A written complaint about damage to checked baggage has to be submitted to Small Planet Airlines at once when noticed and at the latest within seven (7) days from the receipt of the baggage. Otherwise, i.e. not receiving the claim within the indicated terms, claims via Small Planet Airlines are not possible.

Late baggage
If your checked baggage does not arrive on the same flight, please report about it immediately after the flight to the Lost & Found office at the airport of arrival. You will get a copy of Property Irregularity Report (PIR) in case of delay of your baggage. When your delayed baggage will be located, you will be informed about it and offered to arrange the delivery time.
You are required to submit the following documents together with the claim: copy of boarding pass, copy of ticket, copy of the baggage identification tag, copy of PIR and documents proving the value of necessary expenses, i.e. receipts of purchase of items such as basic clothing and toiletries, purchased due to luggage delay.
A written complaint about delayed baggage has to be submitted to Small Planet Airlines within twenty-one (21) days from receipt of the baggage. Otherwise, i.e. not receiving the claim within the indicated terms, claims via Small Planet Airlines are not possible.

Lost baggage
If your checked baggage does not arrive on the same flight, please report about it immediately after the flight to the Lost & Found office at the airport of arrival. You will get a copy of Property Irregularity Report (PIR) in case of missing baggage. Please upload a copy of PIR with the online claim form.
You are required to submit the following documents together with the claim: copy of boarding pass, copy of ticket, copy of the baggage identification tag, copy of PIR and documents proving the value of necessary expenses, i.e. receipts of purchase of items, purchased due to luggage delay, list and documents providing the value of lost items.

Flight delay
If your flight is delayed for over two hours, ask the check-in or boarding gate staff to provide you with written information about assistance rules.
You are required to submit the following documents together with the claim: copy of boarding pass, copy of ticket and your bank account details for compensation payment.

Flight cancellation
If your flight is cancelled, ask the check-in or boarding gate staff to provide you with assistance rules.
You are required to submit the following documents together with the claim: copy of boarding pass, copy of ticket and your bank account details for compensation payment.

Denied boarding
You may be denied boarding due to the following reasons: arriving at your boarding gate later than 30 minutes prior to the beginning of the flight; jeopardize safety of flight, aircraft, fellow passengers or their personal belongings, airport staff. If you have been denied boarding due to these reasons, claims via Small Planet Airlines are not possible.
If you are denied boarding for other reasons, you are required to submit the following documents together with the claim: copy of boarding pass, copy of ticket and your bank account details for compensation payment.

Other
Please provide any available information on your claim, so our team can assist you promptly.
If you are not satisfied with the settlement of your claim please contact the EU enforcement bodies. You can find the list of them here. 

If, for any reason, you are unhappy with our response to your complaint, you can refer your complaint to AviationADR who are approved by the UK Civil Aviation Authority to provide an independent review of complaints and dispute resolution services.

You will need to refer your complaint to the AviationADR Scheme within 12 months of our final response. This service is free to passengers. Their details are as follows: Aviation ADR, 12 – 14 Walker Avenue, Stratford Office Village, Wolverton Mill, Milton Keynes, MK12 5TW; Telephone +44 (0) 203 540 8063, aviation@cdrl.org.uk; www.cdrl.org.uk
 
We will accept your complaint via the contact details above, however you may also submit a complaint via the European Commission Online Dispute Resolution platform at http://ec.europa.eu/consumers/odr/.

Please note that your application will only be processed by the alternative dispute resolution body if you have first filed a claim with us and tried to reach an amicable settlement.