In this post I want to share some useful information about cancellation of flights and how to complain in such cases. They are gathered up from AirPassengers.EU website.
In the event of flight cancellation or denied boarding the passengers concerned have the right to:
– reimbursement of the cost of the ticket within seven days or a return flight to the first point of departure or re-routing to their final destination;
– care (refreshments, meals, hotel accommodation, transport between;
– the airport and place of accommodation, two free telephone calls, telex or fax messages, or e-mails);
– compensation totaling:
EUR 250 for all flights of 1500 kilometers or less;
EUR 400 for all intra-Community flights of more than 1500 kilometers, and for all other flights between 1500 and 3500 kilometers;
EUR 600 for all other flights.
This Regulation is applicable to all worldwide airlines when departure takes place within the EU and, in the case of flights from outside the EU to a destination within the EU, only to airlines licensed in a Member State of the EU.
How to Complain
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.
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.
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 centers are there to help travelers 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 traveling 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.
EU complaint form for air passengers
The complaint form should be sent to the airline or competent National Enforcement Body, NOT to the European Commission.
The EUROPE DIRECT Contact Centre is a service which 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.