Who can I contact if my rights have not been respected?

In the event of issues concerning flight ticket reservations/purchases or insufficient assistance, the complaint should be directed to the respective air carrier/ airport managing body.

Should the air carrier/ airport managing body fail to respond within six weeks from the receipt of the complaint, or if the response received is deemed unsatisfactory according to the provisions of Regulation (EC) 1107/2006, individuals may escalate the matter to the National Enforcement Body tasked with handling complaints for enforcement purposes.

Identifying the appropriate National Enforcement Body for lodging a complaint is straightforward.
For complaints regarding assistance due to airport managing body contact the National Enforcement Body of the airport in which the disruption occurred.

For complaints regarding on board assistance:
- For flights departing from EU airports, contact the National Authority of the departure country.
- For flights originating from non-EU countries and landing at EU airports (only if operated by an EU company), reach out to the National Authority of the destination country.
Iceland, Norway, and Switzerland are treated as EU Member States for regulatory purposes.

The comprehensive list of National Responsible Bodies is accessible on the Enac website

For complaints concerning Italy, Enac serves as the National Responsible Bodies Upon receipt of the complaint, Enac conducts thorough investigations to ascertain potential violations of passengers' rights. At the conclusion of the inquiry, Enac provides passengers with transparent feedback, indicating whether the complaint has been filed or if a sanction procedure has been initiated.

It is essential to note that to safeguard personal rights directly, individuals have the option to pursue legal recourse through ordinary legal channels before the competent judicial authority. For legal guidance, particularly in cross-border complaint cases, individuals can seek assistance and advice from the nearest European Consumer Centre concerning issues related to air travellers’ rights.

For additional guidance on submitting a complaint to Enac, please refer to their guidelines.

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