Passenger rights

Enac is responsible in Italy for ensuring the correct application of:

• European Regulation No. 261/2004 in cases of disruptions in air transportation such as denied boarding, cancellations, long flight delays, obligations to inform by the air carrier, and accommodations in upper or lower classes.
• European Regulation No. 1107/2006 on the rights of disabled persons and persons with reduced mobility in air transportation.

In these areas, Enac receives complaints from passengers and has the authority to impose administrative sanctions against non-compliance. Additionally, Enac receives reports for other types of malfunctions such as delayed delivery, damage, or loss of checked baggage and airport security issues. Passenger reports enable Enac to identify critical issues and address the needs of users for the continuous improvement of services offered by air transportation operators.

Information on passenger rights and ENAC’s activities aimed at ensuring the continuous improvement of services offered by air transport operators is available by browsing the thematic sections.

To submit a complaint (for the purpose of sanctioning) or report (for the purposes of improving the quality of services), it is necessary to register or log in with your credentials.