If you believe that you have a valid complaint against an airline regarding denied boarding, downgrading, cancellation or long delay, you should first contact the air carrier that operated the flight. Regulation 261/2004 applies to all flights operated by any airline from any EU airport and flights to an EU airport operated by any EU airline. Below are suggestions of free contact points in case you need further assistance.

EU complaint form for air passengers

If you feel that your rights have not been respected, first contact the transport company, regardless of your means of transport. Under EU law, mechanisms to handle passenger complaints are to be put in place by carriers and terminal operators. If you are not satisfied with their response then contact the National Enforcement Body (see below) for your specific mode of transport: Air | Rail | Maritime | Bus.

The complaint form should be sent to the airline or competent National Enforcement Body, NOT to the European Commission.

National Enforcement Bodies

The EU rules oblige Member States to nominate or create “national enforcement bodies”, whose role is to verify that transport operators are treating all passengers in accordance with their rights. Passengers who believe they have not been treated correctly should contact the body in the country where the incident took place. Contact the National Enforcement Body for your specific mode of transport. You can find the lists here: Air | Rail | Maritime | Bus 

European Consumer Centre (ECC)

A European Consumer Centre (ECC) supported by the European Commission exists in every EU country as well as in Iceland and Norway. The centres are there to help travellers who have difficulties in having their rights respected, such as the right to be reimbursed or re-routed to the final destination and right to obtain meals and accommodation. Full contact details for ECCs for all countries and links to national websites can be found at;

The European Commission’s preliminary screening service

Please note that the European Commission’s preliminary screening service provides citizens with general information about their rights under EU law when travelling and about how to proceed if they wish to log a complaint. The Commission services do not handle complaints themselves, which must be submitted to the air carrier and to the competent authority in the country where the incident took place.

Europe Direct

The Europe Direct central information service helps you find answers to your questions about the European Union. It offers information on all sorts of subjects related to the EU including your rights and opportunities as an EU citizen and how to take advantage of them. It can provide direct responses to general inquiries and, if you have more detailed questions, signpost you to the best source of information and advice at EU, national, regional and local levels.