If the air carrier fails to respond or provides an unsatisfactory response that does not comply with the provisions of Regulation (EC) 261/04, how can I submit a complaint to Enac?
To file a complaint with Enac, please utilize the dedicated online form (see below).
If the incident affects multiple passengers from the same household or group, a single complaint submission suffices.
Submitting a complaint to Enac initiates investigations solely for the purpose of enforcing sanctions against the air carrier. Upon completion of the inquiry, Enac transparently informs the passenger of the complaint's status or the initiation of sanction proceedings. It is essential to understand that Enac's role does not involve resolving individual passenger claims or providing legal assistance.
Moreover, it is important to note that filing a complaint with Enac is free and personal, eliminating the need for representation by associations, lawyers, or claim 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.