Regulation 261/2004 applies to all flights within the EU, and flights to the EU by any EU airline. It does not apply to flights arriving in EU from outside the EU, that are operated by a non-EU airline. Below are suggestions of free contact points in case you need further assistance.
European Consumer Centre (ECC)
A European Consumer Centre (ECC) supported by the European Commission exists in every EU country as well as in Iceland and Norway. The centres are there to help travellers who have difficulties in having their rights respected, such as the right to be reimbursed or re-routed to the final destination and right to obtain meals and accommodation. Follow the link for full contact details for ECCs for all countries and links to national websites.
National Enforcement Bodies
The EU rules oblige Member States to nominate or create “national enforcement bodies”, whose role is to verify that transport operators are treating all passengers in accordance with their rights. Passengers who believe they have not been treated correctly should contact the body in the country where the incident took place. Contact the National Enforcement Body for your specific mode of transport.
The European Commission’s preliminary screening service
Please note that the European Commission’s preliminary screening service provides citizens with general information about their rights under EU law when travelling and about how to proceed if they wish to log a complaint. The Commission services do not handle complaints themselves, which must be submitted to the air carrier and to the competent authority in the country where the incident took place.
Europe Direct
The Europe Direct central information service helps you find answers to your questions about the European Union. It offers information on all sorts of subjects related to the EU including your rights and opportunities as an EU citizen and how to take advantage of them. It can provide direct responses to general inquiries and, if you have more detailed questions, signpost you to the best source of information and advice at EU, national, regional and local levels.
