How can I submit a complaint to Enac?
In cases where the issue affects multiple passengers from the same household or group, a single complaint submission suffices.
Submitting a complaint initiates investigations by the Authority solely for the purpose of imposing sanctions on the air carrier. Upon conclusion of the investigation, Enac transparently informs the passenger whether the complaint has been filed or if sanction proceedings have commenced. It is important to note that Enac's role is not intended to address passenger claims or provide legal assistance.
Submitting a complaint to Enac is both free of charge and personal, without requiring representation by associations, lawyers, or claims agencies.
Should a passenger opt for representation, it must be attached:
- the required documentation as per national legislation;
- a signed declaration acknowledging Enac's role as the regulatory body responsible for Regulation (EC) No. 261/2004;
- the statements of conformity with the original.
The aforementioned documents must be uploaded, in conjunction with the carrier complaint, in a unique pdf file digitally signed by the attorney.
In the event that the complaint claim is lodged, on behalf of the passenger concerned, by a Claim Agency, given its legal nature, the power of attorney of the passenger, in favor of the Agency, must be legalized by a public notary.
If the notary has no Italian nationality, the notary’s title must be certified by the Italian diplomatic representative office in the country where the passenger resides, with the exception of the cases in which Italy has stipulated specific agreements with that country. The power of attorney, with legalization or apostille, must be bilingual and must contain the express reference to the representation of the passenger for the purpose of handling the complaint to be lodged to ENAC.