Skip to main content

Complaints

A A A Drukuj

Complaints

REGULATIONS OF ACCEPTING AND HANDLING COMPLAINTS SUBMITTED TO MAZOWIECKI PORT LOTNICZY
WARSZAWA-MODLIN SP. Z O. O.

§ 1.

General Provisions

  1. These Regulations specify the rules of accepting and the mode of handling complaints by Mazowiecki Port Lotniczy Warszawa-Modlin Sp. z o.o.
  2. The Regulations are available on the website: www.modlinairport.pl, at the information point in the terminal and from Car Park Attendants.
  3. The following terms used in the Regulations have the following meaning:

Company - Mazowiecki Port Lotniczy Warszawa-Modlin Sp. z o.o. with its registered office in Nowy Dwór Mazowiecki, 05-102, ul. Gen. Wiktora Thommee 1A, registered at the District Court for the capital city of Warsaw in Warsaw, XIV Commercial Division of the National Court Register under the KRS No: 0000184990, NIP: 522-10-25-337, REGON: 011248734.

Customer - a natural person or a legal person using the services of Warsaw Modlin Airport.

Airport Service - a service rendered by the Company as the Airport Operator, related to the take-off, landing and parking of aircraft, performed in the interest of air carriers and other aircraft users, as well as the service related to providing access to airport infrastructure and performing security checks in the interest of passengers, as well as non-aviation services rendered by the Company for consideration (e.g. lease of parking spaces at the car park managed by the Company). 

Complaint - dissatisfaction expressed by a customer with regards to Airport Services rendered by the Company.

  1. Mazowiecki Port Lotniczy Warszawa-Modlin Sp. z o.o. is not liable for products and services provided by entities running their business activity in the premises of Warsaw Modlin Airport.

 

§ 2.

General Rules of Accepting Complaints

  1. Customers may file complaints in the following forms, to their discretion:
  1. in writing - in the form of a complaint signed by the Customer and sent to the Company’s correspondence address or submitted in the Company’s office at the information point in the terminal or submitted to Car Park Attendants.
  2. in electronic form - by e-mail: [email protected]; or using the contact form from the website: www.modlinairport.pl.
  1. A complaint must include:
  1. first name
  2. surname
  3. address for correspondence (for contact in writing)
  4. e-mail address (for contact in electronic form)
  5. place, date and time of event
  6. reservation number (if the complaint concerns services provided for a Customer departing from or arriving to Warsaw Modlin Airport)
  7. detailed description of event
  8. amount of claim
  9. date of submitting the complaint
  10. Customer’s signature
  11. car park ticket number (if the complaint concerns the service of lease of parking spaces at car parks managed by the Company)
  12. bank account number (if the complaint includes a pecuniary claim), though the number can also be provided by the Customer while the complaint is being handled.
  1. Each complaint must include the Customer’s consent to the storage and processing of personal data required to efficiently handle the complaint.
  2. If a complaint has been filed in a manner which makes it impossible to handle it, e.g. without first name and surname, with no contact details or completed illegibly, such a complaint will not be handled.
  3. A complaint filed in a different form than that specified in § 2 section 1 (social media etc.) shall not be handled.
  4. The Company may request additional information or documentary evidence from the Customer for the purpose of handling the complaint.
  5. If the Company does not receive additional documents within the specified time limit, the complaint is handled on the basis of information provided by the Customer as well as documents and information that are in the Company’s possession.
  6. The Company is not liable for lack of possibility of contacting the Customer if incorrect contact details have been provided.
  7. Complaints filed in writing should be completed legibly, preferably in capital letters.
  8. In order to make the process of filing a complaint in writing easier, the Customer may use a complaint form which constitutes an annex to these Regulations. A complaint form template is available on the Company’s website: www.modlinairport.pl, at the information point in the terminal and from Car Park Attendants. The form can be modified at any time, which does not require an amendment to the Regulations.

 

§ 3.

Handling Complaints

Subject to § 2 sections 3 and 4 of the General Rules of Accepting Complaints, the Company immediately handles a complaint and replies to it, no later than within 30 days from the date of receiving the complaint.

 

§ 4.

Manners of Replying to a Complaint

A reply to a complaint is sent in writing or by e-mail, according to the Customer’s choice made at the moment of filing the complaint.

 

§ 5.

Personal Data Protection

  1. The administrator of personal data provided for the purpose of submitting and handling the complaint is the Operator - Mazowiecki Port Lotniczy Warszawa-Modlin
    Sp. z o.o. with its registered office in Nowy Dwór Mazowiecki, at ul. Gen. Wiktora Thommee 1A, 05-102 Nowy Dwór Mazowiecki.
  2. Personal data is processed in accordance with Art. 23 section 1 subparagraphs 2 and 5 of the Act of 29 Aug 1997 on Personal Data Protection (i.e. Dz. U. 1997.133.883, as amended).
  3. Personal data is processed for the purpose of handling complaints.
  4. The Customer has the right to access their data and the possibility to correct it. 
  5. Providing the Operator with your personal data is voluntary, however, failure to provide your personal data will result in the Company not being able to handle your complaint.
  6. Personal data can only be shared with entities authorised under the law.

§ 6.

Miscellaneous

The Regulations become effective on 01 August 2017.

 

Partners