21. Passengers' applications (feedback, suggestions, complaints)
21.1. General provisions
21.1.1. Passengers are entitled to express in writing or orally their displeasure as for the services provided.
21.1.2. Passengers’ oral application (complaint) shall be considered immediately, whenever possible.
The Airline shall endeavor its best efforts to provide Passengers with attentive and well founded
response, as well as relevant service.
21.1.3. Upon Passenger’s request, he/she shall be provided with the customer feedback book.
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