Complaint Procedure

It is recommended that passengers first submit complaints under Regulation 261/ 2004 to the air carrier for its attention. However, if the air carrier fails to conclude the matter in accordance with the Regulation, or to the satisfaction of the passenger, the complaint should be forwarded either to this Office or to the appropriate national enforcement body (NEB). 

Per Article 16 of Regulation 261/ 2004, the NEB of each Member State is responsible for departures from airports within its territory and arrivals into such airports from third countries on Community-licensed carriers. Therefore if your flight departed from London Heathrow then your complaint should be submitted to the UK NEB, whereas if the flight departed from Cork then the appropriate body is this Office. A comprehensive list of all the national enforcement bodies can be accessed by clicking here.

To ensure that you include all relevant information in your complaint the European Commission has prepared an "EU Complaint Form" which you can access by clicking here. 

Alternatively you can submit your complaint via the Commission's new on-line complaint form which is available by clicking here.  When submitting your complaint please ensure that you enclose copies of your itinerary/ e-ticket, receipts and any other relevant documentation. Originals should be retained by the passenger.

In the event that passengers have difficulty obtaining contact details for their air carrier, please contact this Office and we will endeavour to assist you.

Complaints which are being escalated for the attention of the Commission may be sent by email to apr@aviationreg.ie, fax (+353 1 6611269), or post to the following address: Commission for Aviation Regulation, 3rd Floor Alexandra House, Earlsfort Terrace, Dublin 2.

Should you require any further information please contact us on Locall: 1890 787 787 or if overseas on Tel: +353 1 6611700 from 0900 to 1700 GMT.

© 2014 Commission for Aviation Regulation
  • 3rd Floor Alexandra House Earlsfort Terrace Dublin 2
  • Phone: +353-(0) 1-6611700, Fax: +353-(0) 1-6611269, Email: info@aviationreg.ie