Complaints under Reg. 261/2004: long delay, cancellation and denied boarding

Enac and Regulation (EC) 261/04

Enac, the National Enforcement Body in Italy, plays a pivotal role in ensuring the proper enforcement of Regulation (EC) 261/04 particularly in addressing disruptions within air transportation, with the authority to levy administrative sanctions against non-compliant entities.

The protective measures outlined in the Regulation are applicable in the following scenarios:
- Flights originating from an EU airport, irrespective of the destination or air carrier;
- Flights originating from a non-EU airport bound for an EU airport, provided they are operated by an EU-based air carrier.
Additionally, Iceland, Norway, and Switzerland are treated as Union Member States for the purpose of Regulation application.

Specifically, the Regulation safeguards passengers in cases of:
- Denied boarding;
- Flight cancellation;
- Long flight delays;
- Mandated provision of passenger information;
- Provision of upper or lower-class accommodations;

These protections extend to passengers who:
- Possess a confirmed booking;
- Hold the requisite travel documentation (e.g., visas);
- Present themselves at the boarding gate within the specified timeframe

It is important to note that passengers are obligated to adhere to the check-in procedures as stipulated in writing by the air carrier, tour operator, or authorized travel agent. In the absence of such instructions, passengers must check-in no later than forty-five minutes before the scheduled departure time.

Regulation(EC) 261/04 does not cover passengers traveling under complimentary or reduced-rate arrangements not available to the general public. Furthermore, the Regulation does not apply if an "all-inclusive" package deal is canceled for reasons unrelated to flight cancellations.

The following FAQs serve as a concise reference to passengers' rights under Regulation (EC) 261/04. By reviewing these FAQs, you can assess potential violations of your rights and, if applicable, file a complaint with Enac using the provided online form. For more detailed information and resources on passenger rights governed by Regulation (EC) 261/04, please visit the Passengers section of the Enac website.

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