Complaint Procedure

It is recommended that passengers first submit complaints under Regulation 261/ 2004 to the air carrier directly. Many air carriers have online forms through which complaints can be made. The complaints forms and contact details of some of the Irish air carriers are available via the links below: 

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 to the appropriate national enforcement body (NEB). 

According to Article 16 of EC Regulation 261/ 2004, the NEB of each EU Member State, as well as Iceland, Norway and Switzerland, is responsible for departures from airports within its territory and arrivals into such airports from third countries on Community-licensed carriers. 

A comprehensive list of all the national enforcement bodies, and their contact details, can be accessed by clicking on this link. Note that NEBs do not have the authority to pursue complaints that fall within the jurisdiction of another NEB.

If your complaint regards a flight departing from Ireland or arriving into Ireland from outside the EU, Iceland, Norway or Switzerland on a Community-licenced air carrier, you may submit your complaint to us via our online complaint system which may be accessed by clicking here.

If your complaint regards a flight that does not fall within the remit of this Office, please submit it to the relevant NEB. Many of the NEBs have online complaint forms - refer to the relevant NEB website. It may also be possible to submit a complaint by completing an EU Complaint Form which you can access by clicking here and sending it to the appropriate NEB e-mail address.

When submitting your complaint please ensure that you enclose a copy of your booking confirmation, receipts and any other relevant documentation; originals should be retained by the passenger. Note that it may not be possible to process your complaint unless it is accompanied by this documentation.

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.

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© 2018 Commission for Aviation Regulation
  • 3rd Floor Alexandra House Earlsfort Terrace Dublin 2 D02 W773
  • Phone: +353-(0) 1-6611700, Fax: +353-(0) 1-6611269, Email: