Air Passenger Rights - EU Complaint Form

RAF-0010ENSK, version 1
Passenger rights in case of denied boarding, downgrading, cancellation or long delay of their flight under Regulation (EC) 261/2004.
If you have an Icelandic social security no. (kennitala) please fill out the form from the Icelandic website here

Complaint submitted by

Name 

Address 

Postcode, city 

Country 

E-mail 

Telephone number 

Instructions

1) Passengers who believe they have a valid complaint against an airline regarding denied boarding, downgrading, cancellation or long delay to a given flight should first submit such a complaint to the airline operating the flight concerned.

2) Should the airline fail to provide you with a reply within 6 weeks of receipt or, if you are not satisfied with their reply, this form (a copy of the original form sent to the airline may be used) should be sent to the national enforcement body2 in the Member State3 where the incident took place.

3) If the incident took place at an airport of departure outside the EU, you may contact the national enforcement body in the Member State of flight destination.

4) This complaint form is to be used only for cases concerned with denied boarding incident, downgrading, cancellation, or long delay of a flight.

1 "Regulation 261/2004 applies to all flights operated by any airline from any EU airport and flights to an EU airport operated by any EU airline"
2 A list of National Enforcement Bodies and further information on EU passenger rights may be found at: http://ec.europa.eu/transport/themes/passengers/air/
3 or Iceland, Norway, Switzerland.

Complaint concerning the following flight

Airline 

Booking reference 

Flight number 

Ticket number 

Airport of departure 

Airport of arrival 

Connecting airport (if any) 

Date of your flight 

Airport(s) where the incident occurred 

Scheduled time of departure 

Actual time of departure 

Scheduled time of arrival 

Actual time of arrival 

Passenger details for flight detailed above

a) Name of Passenger 

Adult, Child or Infant 

Please indicate

Special assistance 

Please indicate if it was required

b) Name of Passenger 

Adult, Child or Infant 

Please indicate

Special assistance 

Please indicate if it was required

c) Name of Passenger 

Adult, Child or Infant 

Please indicate

Special assistance 

Please indicate if it was required

d) Name of Passenger 

Adult, Child or Infant 

Please indicate

Special assistance 

Please indicate if it was required

e) Name of Passenger 

Adult, Child or Infant 

Please inficate

Special assistance 

Please indicate if it was required

Please carefully read these definitions, and indicate with a cross [X] that which applies to this complaint

Did the passenger(s) hold a confirmed reservation on the flight concerned? 

Did the passenger(s) present themselves at the check-in desk at the latest at the time indicated by the airline (or if no time was indicated: not later than 45 minutes before the published departure time of the flight)? 

Did the passenger(s) present themselves at the boarding gate before the time indicated on the boarding card? 

Did the airline provide the passenger(s) with information on their rights? 

In case your flight was delayed

Did you receive assistance from the airline or its agent during your long delay? 

If yes, what kind of assistance has been provided to you? 

If other services, what kind? 

If the delay of your flight was of 3 hours or more after the arrival time originally scheduled, did you receive any financial compensation? 

If yes, what is the amount? 

If the delay of your flight was longer than 5 hours, did your flight still serve a purpose? 

In case your answer to the previous question is ‘no’ and in case your journey had already commenced: were you offered a seat on a flight back to your first point of departure? 

If the delay of your flight was longer than 5 hours. In case you decided not to continue your journey, were you offered a refund? 

If yes, what was the refund? 

In case your flight was cancelled by the airline

Were you informed about the fact that your flight was cancelled? 

If it was before you arrived, 

Were you informed about the reason why your flight was cancelled? 

If yes, what was the reason given to you? 

Were you offered an alternative flight? 

Did you receive assistance from the airline or its agent at the airport? 

If yes, what kind of assistance has been provided to you? 

If yes, other services 

Did you receive any financial compensation for this cancellation? 

If yes, what is the amount 

Were you offered the choice between a re-fund OR a re-routing to your final destination? 

If yes 

If you chose the refund option 

If you where offered a refund for non-used flight coupons 

If no 

If only re-routing to my final destination was offered 

In case you were denied boarding against your will

Did the airline call for volunteers? 

Did you volunteer not to board the aircraft? 

Did the airline refuse your boarding for reasons of safety, security, health or inadequate travel? 

Did you present yourself at the boarding gate not later than the time indicated on your? 

Did you receive assistance from the airline or its agent after you were denied boarding? 

If yes, what kind of assistance has been provided to you? 

Did you receive any financial compensation after you were denied boarding against your will? 

If yes, amount in euros 

Were you offered the choice between a re-fund OR a re-routing to your final destination? 

If yes - I chose the rerouting option 

If no - Only re-routing to my final destination was offered 

In case you were downgraded

I had a reservation in 

I actually travelled in 

Did you receive any refund as a consequence of this downgrading? 

If yes, amount in euros 

What was the price of your ticket? 

Passanger claim

Passangers claim Complaint has been sent to: 

Other 

Passenger claims for: 

Other 

Supporting documents

Please send a copy of the certified airline ticket/reservation, copies of receipts for incurred costs if refund is requested, the response by the air carrier and/or the Consumer Agency and/or other parties which have received the complaint for consideration, etc.

 

 

 

Message related to application

Any other information that the applicant wishes to add

Message 

Verification

Send the application to the Icelandic Transport Authority

In case a verification with an application number does not appear after the submission of an application, the application has not been delivered.