AIR PASSENGER RIGHTS: EU COMPLAINT FORM | Directorate General "Civil Aviation Administration"

Please, carefully read the text below before contacting the National Enforcement Body..

In the event of a cancellation, long delay or denied boarding, it is recommended that you take your complaint first and foremost to the air carrier.

In the event that you do not receive a satisfactory resolution of your complaint from the air carrier, you can refer the issue to the attention of the relevant competent National Enforcement Body (NEB). Each member state has designated such a NEB, which is located in the respective country (as well as Iceland, Norway and Switzerland). Complaints should be sent to the authority in whose territory the incident occurred (the country from whose airport the flight should have started): Community National Enforcement Bodies (NEB).

Complaint form in English: eu_complaint_form_en.pdf (119.37 KB)

Complaint form in Bulgarian: eu_complaint_form_bg.pdf (304.72 KB)

On-line complaint form:

Complaint submitted by:

Name

Surname

Address

Postal (ZIP) code

City/ Town

Country

Email address

Phone

Complaint, related to the following flight:

Air carier

Flight number

Ticket number

Reservation number

Departure airport

Arrival airport

Connecting flights (if any)

Flight date:

Scheduled flight time

Actual flight time

Scheduled arrival time

Actual arrival time

Airpot(s) where the issue has occurred

Passenger details for the described flight:

Name of the passenger / Please indicate whether the passenger is an adult, a child or an infant (less than 2 years old) / Please indicate whether special assistance was required:

Please read these definitions carefully and mark all that applies

Long delay

Cancellation

Denyed boarding

Downgraded

"Long delay" means the flight does not start after the scheduled departure time for: two hours or more for flights up to 1500 km; three hours or more for intra-EU flights of 1500 km and more, or for other flights between 1501 and 3000 km; four hours or more for all other flights. "Cancellation" means non-operation of a flight that has been previously scheduled. "Denyed boarding" means refusal by the airline to carry passengers on a flight for which they have a confirmed reservation and for which they presented themselves at the check-in counter and at the boarding gate no later than the time, for which have been notified by the airline, tour operator or travel agent (if no time is specified, no later than 45 minutes before the scheduled departure time). This does not include situations where the airline or its agent has valid reasons to deny passengers boarding, such as health, safety and/or security reasons or inappropriate travel documents. "Downgraded" means that the passenger has not voluntarily traveled in a lower class than the class of service for which he had a confirmed reservation.

Необходими документи

The necessary supporting documents (scanned documents, etc.)
Files must be smaller than 20 MB.
Allowed file extensions: gif jpg jpeg png pdf doc docx odt rar zip.
One file only.
20 MB limit.
Allowed types: gif, jpg, jpeg, png, pdf, doc, docx, odt, rar, zip.