Make a complaint

How best to make your complaint depends on what type of complaint it is...
 


ComplaintsDoes it relate to a cancellation, a long flight delay or even an instance of denied boarding? 
If so, then it is advisable to raise the matter with your air carrier first and foremost. If your air carrier does not resolve the complaint then you should forward it for the attention of the appropriate enforcement body. The appropriate enforcement body is the one based in the EU Member State (or Iceland, Norway or Switzerland) from where the disrupted flight was due to depart. So for example, if you booked a return flight from Dublin to Malaga and the outbound flight (i.e. the Dublin to Malaga flight) was cancelled then you should contact us. However if the return flight (i.e. the Malaga to Dublin flight) was disrupted then you should contact our Spanish equivalent: the Agencia Estatal de Seguridad Aérea (AESA).

For flights departing from outside the EU (or Iceland, Norway or Switzerland), the destination of the flight determines which authority you should contact (if any). For these flights, the legislation will only apply if the flight:
- arrives into airports within the EU (or Iceland, Norway or Switzerland); and
- is operated by Community-licensed carriers (e.g. Aer Lingus, Air France, Iberia, Alitalia etc.).

So passengers with a complaint about a delayed flight from New York to Dublin should contact us if they were for example on an Aer Lingus flight, but not if they were on an American Airlines flight (since the latter airline is not licensed in Europe).

Complaints to this office can be made using the online complaint form below.

Please ensure you enclose all relevant supporting documents, i.e. booking confirmation, copies of correspondence exchanged with your air carrier and copies of relevant receipts, with your complaint as these will be necessary to aid our investigation.

If you require any asssitance please contact us at 1890 787 787.

To see the complete list of enforcement bodies for complaints relating to cancellations, delays and instances of denied boarding, either click here or use the tab located on the left side of this screen.

Click here for the complaint form for cancellations, long flight delays, or denied boarding.


Or does it relate to the assistance received by you (a disabled person/ person withBoy with broken leg reduced mobility) when booking your flight, at the airport or onboard the aircraft?
If your complaint relates to the assistance you (a disabled person/ person with reduced mobility) received when making your reservation, travelling through the airport, or on-board your flight, then you must first bring it to the attention of the relevant party (e.g. the tour operator, the airport management body or the air carrier). If your complaint is not resolved at that stage, then you should escalate it to the appropriate enforcement body.

So how do you know who the appropriate enforcement body is? Well, if your complaint relates to the assistance provided by either a tour operator or an airport management body, then the correct enforcement body is the one based in the EU Member State (or Iceland or Norway: Switzerland does not yet have a desgnated enforcement body) where they are located. So for example, if your complaint related to the assistance received when making a reservation via an Irish tour operator or if it related to the assistance received at Dublin airport then you should contact us. However if your complaint related to the assistance received at Frankfurt airport, you should contact our equivalent in Germany: the LBA.

But if your complaint relates to the assistance received on-board your flight then you should contact the enforcement body in the EU Member State (or Iceland or Norway) from which the flight departed.

Remember that as this is a European law where your flight departs from outside the EU (or Iceland or Norway), then the destination determines which authority you should contact. For such flights, the legislation will only apply if the flight:
- arrives into airports within the EU (or Iceland or Norway); and
- is operated by Community-licensed carriers (e.g. Aer Lingus, Air France, Iberia, Alitalia etc.).

So for example if your complaint relates to the assistance received on-board a flight which departed from Paris, the appropriate enforcement body is the one located in France. However if for example your complaint relates to the assistance received on-board an Aer Lingus from Boston to Shannon, the appropriate body is this Office (as Shannon airport is located in Ireland).

Complaints to this office can be made using the online complaint form below.

Please ensure you enclose all relevant supporting documents, i.e. booking confirmation, copies of correspondence exchanged with the relevant airport or air carrier and copies of relevant receipts, with your complaint as these will be necessary to aid our investigation.

If you require any asssitance please contact us at +353-1-6611700 or 1890 787 787.

To see the full list of enforcement bodies for complaints relating to the assistance given to disabled persons/ persons with reduced mobility, either click here or use the tab located on the left side of this screen.

Click here for the complaint form regarding the assistance received by you when booking your flight, at the airport on onboard your aircraft.
© 2017 flightrights.ie
  • Commission for Aviation Regulation, 3rd Floor Alexandra House, Earlsfort Terrace, Dublin 2, Ireland.
  • Phone: +353 1 6611700

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