Category
Complaints under Reg. (EC) 261/2004: long delay, cancellation and denied boarding
What can I do if the air carrier has not complied with Regulation (EC) 261/04?
If you believe your rights have not been respected, your initial step should be to contact the air carrier that issued the ticket or, in the case of "all inclusive package" deals, the tour operator with whom you made the travel arrangements.
Should the air carrier fail to respond within six weeks of receiving your complaint, or if their response is deemed unsatisfactory in relation to Regulation (EC) 261/2004, you have the option to escalate the matter to the National Enforcement Body (NEB). According to Italian national law, complaints must be filed within two years from the flight date or the scheduled flight date.
Identifying the appropriate National Enforcement Body is straightforward:
- For flights departing from EU airports, contact the national body of the departure country.
- For flights departing from non-EU countries and arriving at EU airports (only if operated by an EU company), contact the national body of the arrival country.
For regulatory purposes, Iceland, Norway, and Switzerland are treated the same as EU member states. The complete list of National Enforcement Bodies is available on the Enac website
Enac serves as the National Enforcement Body for Italy. Your submitted complaint triggers investigations by the authority to identify any potential breaches of passengers' rights. Upon completion of the inquiry, Enac provides transparent communication to inform you whether the complaint has been filed or if a sanction procedure has been initiated.
It is important to note that, to safeguard your rights directly and personally, you have the option to pursue legal action through ordinary legal proceedings before the relevant judicial authority. For legal guidance, particularly in cross-border complaints, you can seek assistance from a European Consumer Centre
For further insights into air passenger rights, please explore the dedicated section on our website. This section covers recent regulatory changes, including procedures for non-judicial dispute resolution between transport service operators and users (Alternative Dispute Resolution), which may be of interest to you.
Should the air carrier fail to respond within six weeks of receiving your complaint, or if their response is deemed unsatisfactory in relation to Regulation (EC) 261/2004, you have the option to escalate the matter to the National Enforcement Body (NEB). According to Italian national law, complaints must be filed within two years from the flight date or the scheduled flight date.
Identifying the appropriate National Enforcement Body is straightforward:
- For flights departing from EU airports, contact the national body of the departure country.
- For flights departing from non-EU countries and arriving at EU airports (only if operated by an EU company), contact the national body of the arrival country.
For regulatory purposes, Iceland, Norway, and Switzerland are treated the same as EU member states. The complete list of National Enforcement Bodies is available on the Enac website
Enac serves as the National Enforcement Body for Italy. Your submitted complaint triggers investigations by the authority to identify any potential breaches of passengers' rights. Upon completion of the inquiry, Enac provides transparent communication to inform you whether the complaint has been filed or if a sanction procedure has been initiated.
It is important to note that, to safeguard your rights directly and personally, you have the option to pursue legal action through ordinary legal proceedings before the relevant judicial authority. For legal guidance, particularly in cross-border complaints, you can seek assistance from a European Consumer Centre
For further insights into air passenger rights, please explore the dedicated section on our website. This section covers recent regulatory changes, including procedures for non-judicial dispute resolution between transport service operators and users (Alternative Dispute Resolution), which may be of interest to you.
To continue select one of the options below.