Polish Airlines did not take Lithuanians on a plane in Turkey – no help to be found

In 15 minutes applied by Simona, who studied in Istanbul last semester. After finishing her studies, the girl had to fly home on the LOT Istanbul-Warsaw-Vilnius route last Friday, but was not allowed to get on the plane, like most Lithuanians. According to her, 6 out of 8 Lithuanians were unable to board the plane.

“I passed all the controls, but when I got to the door, they asked me for a COVID-19 test with the statement:” Lithuania requires it. “It is absurd that I was quite interested in the requirements to reach Lithuania, the LOTE requirements , etc. before the flight. borders, and a test was not necessary to fly to Lithuania at all “, – Simona explained the situation.

Even if Turkey had crossed the border at that time, Lithuanians could still return to their country without taking the test; it can also be done in Lithuania within 24 hours of return.

Simona had to spend about 3 hours in Warsaw waiting for a flight to Lithuania, but she would not have left the transit area.

“Emotionally broken, I returned to Istanbul at night, I no longer had a SIM card. Thank God I still had a place to stay … Otherwise, I would feel like I had been thrown out and thinking that I would not say something, “he said.

During the weekend, the girl could not find help anywhere; after all, on vacation, nobody works. On Monday, she contacted the Lithuanian Embassy in Turkey, where she heard that there were many unaccompanied Lithuanians, and this was likely the result of incorrect information from LOT.

Then I try to hunt witches with A LOT, but the level of communication of these only on facebook “messenger”, a person who rarely writes here, leads to the office in Istanbul, where it was clear when it was – no longer exists. I was directed to the airport office, but no one answered there either. I call Poland, I speak from Turkey for almost half an hour, the consultant and her manager cannot do anything.

The solution is to write a complaint, which I completed on Friday, and the scariest part is that the complaint will be investigated within 30 days. So much knowledge of LOT, ”Simona said about the situation. She says that she will not give up, that she will already seek the blame in Lithuania.

There were many unaccompanied Lithuanians, and this is probably a consequence of the incorrect information from LOT.

“The saddest thing about this situation is that nobody is responsible. Imagine: I am a student, not illegally entered on a flight, I have to return to Istanbul. My residence permit in Turkey is already taking its first steps. Where I live? Maybe he would live on the street and so on. I asked the embassy, ​​the Ministries of Foreign Affairs and Health, ”said Simona.

The Ministry of Foreign Affairs referred her to the State Service for the Protection of Consumer Rights (SCRPA) through WhatsApp, and then was surprised with another response: “After settling the situation, the Ministry of Foreign Affairs wrote to me: whenever within 24 hours. you will contact the testing center for a Covid-19 test upon arrival. Is this help for a citizen trapped abroad?

The girl understands that probably the most guilty in this situation are the MANY who were guided by the wrong information. “But for an ordinary person to take care of them, I waited for the help of the institutions of my country. I think such a lack of communication is great proof that we live at the level of information overload, institutional downtime, and the aviation fiasco. Why does an ordinary citizen have to suffer from the lack of communication between states and institutions? Simona asked in frustration.

Portal 15 minutes requested comment from LOT Airlines, but it was not received within days. Once received, the text will be completed.

15 minutes This is not the first time that Lithuanian citizens have problems when traveling from Istanbul to Vilnius via Warsaw with LOT airlines. According to sources, Polish airlines in some cases allegedly apply even stricter requirements than official national rules on COVID-19, but these are not always published.

LOT notes on its website that passengers have a responsibility to ensure that they can reach the country they wish to fly to before purchasing tickets. It is advised that if a person does not meet the requirements, they will not be allowed to board the plane.

The airline’s website specifically mentions only the required COVID-19 test result for those flying to Cyprus.

Travelers who have flown in other directions with LOT in recent weeks, not from Turkey, said they had no problems.

In recent months, the Lithuanian Embassy in Turkey has received 2 complaints from Lithuanian citizens about their denial of access to LOT flights on the Istanbul-Warsaw-Vilnius route. “Lithuanian citizens have filed complaints with the LOT itself regarding compensation for moral and economic damages, as the airline refused to change their tickets to another date for free. Citizens informed our embassy that according to the position of said airline, this situation is the responsibility of the passengers themselves, as they intended to go to Lithuania without the COVID-19 test. 15 minutes said the Lithuanian Embassy in Turkey.

What help can you expect?

Information and Media Monitoring Division of the Ministry of Foreign Affairs 15 minutes stated that in response to inquiries from natural or legal persons, information is provided on the conditions of entry into Lithuania.

However, the Ministry of Foreign Affairs cannot influence the activities of tour operators or operators. As airlines and passengers are connected, first of all, by the seller-buyer relationship, in case of airline complaints, we suggest that we contact the consumer protection authorities regarding these issues, ”the comment states.

The Ministry of Foreign Affairs also noted that, in the current context of the coronavirus pandemic, it recommends not going to most of the world (as well as turkey).

However, it is particularly important for travel planners to know the requirements of the destination or transit country of the carrier to be used and to know that the morbidity situation can change very quickly and lead to the necessary restrictions both abroad, both abroad. Lithuania ”, warned the Ministry of Foreign Affairs.

After the lifting of the quarantine in Lithuania in June. The Lithuanian Embassy in Turkey stated that it received the most inquiries about the conditions of relatives of Lithuanian citizens (Turkish citizens) who travel to Lithuania and transit through airports of third countries, as there are no direct flights between Turkey and Lithuania, as well as consular services (marriage registration, Conditions and terms for the issuance of Lithuanian passports, etc.) and Schengen visas for citizens of Turkey and other third countries.

Information on in which cases and what consular assistance can be provided to Lithuanian citizens. It can be found here. What services can be provided and what not – here. It is noted, for example, that consular officers cannot act as travel agents, translators or guides.

When the pandemic began in the spring, the MFA hotline was simply besieged, as more than 6,000 people wanted to return to Lithuania. Lithuanian citizens trapped abroad. It is announced that 14,514 calls were received to the number of the Ministry’s hotline only during the period of 03/14/2020, that is, on average around 1 thousand. calls per day, excluding email and other communication channels.

Then, 24 hours a day, 7 days a week, 150 employees of the Ministry of Foreign Affairs were on duty at the information center in shifts for two weeks. Once the situation has returned to normal, statistics on citizen inquiries are not compiled, 15 minutes reported URM.

Where to go to defend your rights?

15 minutes At the request of the State Service for the Protection of Consumer Rights, the situation was discussed:

“We would like to inform you that in the first place, the consumer whose rights and interests have been violated should contact the service provider in writing and indicate their specific claim, along with the evidence supporting the circumstances.

If the consumer is not satisfied with the response received from the service provider or if the service provider does not provide a reasoned response, the consumer has the right to contact the relevant authorities:

• in cases where the service provider is registered in another country of the European Union, Norway, Iceland or the United Kingdom, the consumer has the right to request free assistance from the European Consumer Center in Lithuania (www.ecc.lt);
• if the service provider is registered in Lithuania, the consumer has the right to apply to the State Service for the Protection of Consumer Rights (www.vvtat.lt) for an out-of-court settlement of the dispute;
• If the service provider is established in a third country, such as Turkey, the consumer has the right to apply to the global consumer protection network (http://www.econsumer.gov/), which has more than 35 members Worldwide.

Furthermore, we would like to inform you that the information on travel restrictions and recommendations when traveling to foreign countries can be followed on the website of the Ministry of Foreign Affairs https://keliauk.urm.lt/lt/ ”.