Reports: quality of services offered by air transport operators

The online reporting form serves to notify Enac of various matters:
- Any breaches of the Enac Provision ensuring the free seat allocation to minors and individuals with disabilities or reduced mobility near their parents or caregivers. Such reports will prompt appropriate investigations by the Authority. Should a violation be confirmed, it will trigger a sanction procedure against the air carrier.
- Incidents concerning other disruptions, such as delayed delivery, damage, or loss of checked baggage, and/or issues regarding the quality of airport services. Unlike cases falling under Regulation (EC) 261/2004 or Regulation (EC) 1107/2006, or instances of minors and persons with disabilities or reduced mobility not being provided free seating near their parents or caregivers, there may not be a National Enforcement Body or a corresponding sanctioning system in place. However, these reports still allow Enac to identify critical concerns and user needs, fostering continual enhancement of services provided by air transportation operators.

We would like to remind you that forcomplaints related to denied boarding, flight cancellations, prolonged delays, or disruptions concerning the rights of passengers with reduced mobility disabilities (PRM), you should instead utilize the designated complaint forms corresponding to Regulation (EC) 261/04 and Regulation 1107/06, following the provided instructions accordingly.

To request or find information on rules relating to passengers' rights please:

•  visit ENAC website www.enac.gov.it at the Passengers section;
• contact Enac Toll-Free Number 800898121 (from Italy only));
• contact ENAC social channels Twitter and Instagram;
• use the virtual assistant on our website.