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1Begin

2Service

3Complaining about a flight

4Complaint concerning the following flight

5Complaint

6What is your claim?

7What is your claim?

8What is your claim?

9What is your claim?

10Claim for damages?

11Claim for damages

12Description

13Complainant

14Check

15Summary

The application helps you draw up a written complaint that you can send to the trader.

A few points about the process:

Progress: The Complaint Assistant will first ask you for information that can be useful in resolving your issue. You will be asked to provide your own description of the issue and your contact details at the end of the process. The end product will be a complaint letter, which you can then send to the trader.
Click on the Information button (i) for general information about your rights in these kinds of situations. If you want to learn more about your rights before filing a complaint, there are instructions and information about consumer rights on our website (opens link in new tab).

Case you are complaining about

Hidden

Service and counterparty

Service

Brand

Information about the counterparty

Counterparty

Place of purchase

Complaining about a flight

If your complaint concerns the delay or cancellation of a flight, denial of boarding or downgrading, continue by pressing “NEXT”.

These rights are applied on internal and international flights from the EU and on flights of EU airlines arriving from outside the EU. The regulations also apply to Norway, Switzerland and Island and to their airlines.

Luggage

If your complaint concerns lost, delayed or damaged luggage, please see the instructions for filing a complaint on our website.

Rights of passengers with a disability or reduced mobility

If your complaint concerns the rights of passengers with a disability or reduced mobility, please read the instructions on our website.

Complaint concerning the following flight

Fill in where relevant.

Flight number

Ticket number

Booking reference

Airport of departure

Airport of arrival

Connecting airport

(if any)

Date of your flight

Scheduled time of departure

Actual time of departure

Scheduled time of arrival

Actual time of arrival

Airport(s) where the incident occurred

What is the nature of your complaint?

Denied boarding

You can utilise the Complaint Assistant when making a compensation claim to the airline.

If you are still waiting for a flight to depart, please read about your rights to care at the airport, and about compensation and re-routing on our website.

Flight delays

You can utilise the Complaint Assistant when making a compensation claim to the airline.

If you are still waiting for a flight to depart, please read about your rights to care at the airport, and about compensation and re-routing on our website.

Flight cancellations

You can utilise the Complaint Assistant when making a compensation claim to the airline.

If you are still waiting for a flight to depart, please read about your rights to care at the airport, and about compensation and re-routing on our website.

Changes to travel class

If the airline places you in a class lower than that for which the ticket was purchased, it must refund part of the ticket price to you.

The airline must, within seven days, reimburse:

30% of the price of the ticket if the flight is 1,500 kilometres or less
50% of the price of the ticket if the flight is within he EU and over 1,500 kilometres in distance (with the exception of areas outside Europe that are under a Member State's control, such as the Canary Islands or French Polynesia) or if the destination is outside the EU and the distance is 1,500–3,500 kilometres
75% of the price of the ticket if the flight is to a destination outside the EU with a distance of over 3,500 kilometres or the destination is, e.g. the Canary Islands or French Polynesia.

What is your claim?

Hidden

Claim

Mitä vaadit: lennolle pääsyn epääminen

Choose one or more of these option

I claim standard compensation

Standard compensation

Passengers who are denied boarding against their will are entitled to standard compensation. Standard compensation is determined by the distance of the flight and the delay caused by re-routing, if applicable:

Less than 1,500 km, delay at destination 0-2 hrs, 125 €
Less than 1,500 km, delay at destination more than 2 hrs: 250 €

Within the EU

1,500 km or more, delay at destination 0-3 hrs: 200 €
1,500 km or more, delay at destination more than 3 hrs: 400 €

Flight to a destination outside the EU of

1,500–3,500 km, delay at destination more than 0-3 hrs: 200 €
1,500–3,500 km, delay at destination more than 3 hrs: 400 €

Flight to or from a destination outside the EU of more than

More than 3,500 km, delay at destination 0–4 hrs: 300 €
More than 3,500 km, delay at destination more than 4 hrs: 600 €

Reasonable grounds for denial of boarding and refusal of compensation include, e.g.

neglecting to follow instructions given by the airline
missing passport or other travel documentation
being late for check-in. If the reason for denied boarding is that an earlier flight in the itinerary arrives late, claims for compensation must be made with the airline that caused the passenger to miss their connecting flight
the ticket is invalid due to delayed payment or failure to confirm the booking on time
the passenger is deemed to pose a threat to other passengers' health or safety (e.g. intoxication, bird flu, threatening behaviour, suspicion of terrorism)

I demand a refund of the price of the ticket

In addition to the standard compensation, I also demand a refund of the price of the ticket

If you can cancel the flight,

the airline must reimburse the cost of the ticket within seven days. The airline must refund the cost of the ticket for each part of the journey as well as parts already made.
You wave your rights to care.
You are entitled to a free return flight to the departure point as indicated on your ticket if the flight is cancelled during a stopover.

Do you demand a standard compensation?

Hidden

Claim

Vaaditko vakiokorvausta: lennon viivästyminen

I demand a standard compensation

In the event of flight delay, a standard compensation can be claimed from the airline. The amount of compensation is determined according to the distance of the flight and the delay caused by re-routing..

1,500 km or less, delay at destination over 3 hrs: 250 €
Flight within the EU, over 1,500 km or more, delay at destination more than 3 hrs: 400 €
Flight to a destination outside the EU of, 1,500-3,500 km, delay at destination more than 3 hrs: 400 €

Flight to or from a destination outside the EU of more than

More than 3,500 km, delay at destination 3–4 hrs: 300 €
More than 3,500 km, delay at destination more than 4 hrs: 600 €

The right to compensation does not apply if the delay is caused by extraordinary circumstances that could not have been avoided even if all reasonable measures had been taken. Extraordinary circumstances include, e.g. labour disputes, unsafe weather conditions, security risks, political instability and decisions related to air traffic administration causing the delay or cancellation.

A technical problem is rarely regarded as a valid reason for not paying compensation. Even unexpected technical problems caused by prematurely failing components cannot be considered as exceptional. In order to refuse to pay standard compensation to a passenger, an airline should be able to prove that the problem in question affected flight security and was caused by sabotage, terrorist acts or a hidden manufacturing fault applying to more than one aeroplane in the same fleet of which the manufacturer or a flight safety authority has published a notification.

I do not demand standard compensation

What is your claim?

Hidden

Claim

Mitä vaadit: lennon peruuntuminen

I demand standard compensation

In the event of flight cancellation, a standard compensation can be claimed from the airline. The amount of compensation is determined according to the distance of the flight and the delay caused by re-routing.

Less than 1,500 km, delay at destination 0-2 hrs, 125 €
Less than 1,500 km, delay at destination more than 2 hrs: 250 €

Within the EU

1,500 km or more, delay at destination 0-3 hrs: 200 €
1,500 km or more, delay at destination more than 3 hrs: 400 €

Flight to a destination outside the EU of

1,500–3,500 km, delay at destination more than 0-3 hrs: 200 €
1,500–3,500 km, delay at destination more than 3 hrs: 400 €

Flight to or from a destination outside the EU of more than

More than 3,500 km, delay at destination 0–4 hrs: 300 €
More than 3,500 km, delay at destination more than 4 hrs: 600 €

The right to standard compensation does not apply,

1. If the passenger is informed of the cancellation sufficiently early

at least two weeks before the scheduled time of departure
between two weeks and seven days before the schedule time of departure and offered re-routing, allowing them to depart no more than two hours before the scheduled time of departure and reach their destination less than four hours after the originally scheduled time of arrival.
less than seven days before the scheduled time or departure and offered re-routing, allowing them to depart no more than two hours before the scheduled time of departure and reach their destination less than two hours after the originally scheduled time of arrival.

2. If cancellation is caused by extraordinary circumstances that could not have been avoided even if all reasonable measures had been taken. Extraordinary circumstances include e.g. labour disputes, unsafe weather conditions, security risks, political instability and decisions related to air traffic administration causing the delay or cancellation.

In addition to the standard compensation, I also demand a refund of the price of the ticket

If you cancel the flight, the airline must reimburse the cost of the ticket within seven days.

The airline must refund the cost of the ticket for each part of the journey as well as parts already made. You are entitled to a free return flight to the departure point as indicated on your ticket if the flight is cancelled during a stopover.

What is your claim?

Hidden

Claim

What is your claim: Changes to travel class

I demand 30% of the price of the ticket

If the airline places you in a class lower than that for which the ticket was purchased, it must refund part of the ticket price to you.

The airline must, within seven days, reimburse:

30% of the price of the ticket if the flight is 1,500 kilometres or less
50% of the price of the ticket if the flight is within he EU and over 1,500 kilometres in distance (with the exception of areas outside Europe that are under a Member State's control, such as the Canary Islands or French Polynesia) or if the destination is outside the EU and the distance is 1,500–3,500 kilometres
75% of the price of the ticket if the flight is to a destination outside the EU with a distance of over 3,500 kilometres or the destination is, e.g. the Canary Islands or French Polynesia.

I demand 50% of the price of the ticket

If the airline places you in a class lower than that for which the ticket was purchased, it must refund part of the ticket price to you.

The airline must, within seven days, reimburse:

30% of the price of the ticket if the flight is 1,500 kilometres or less
50% of the price of the ticket if the flight is within he EU and over 1,500 kilometres in distance (with the exception of areas outside Europe that are under a Member State's control, such as the Canary Islands or French Polynesia) or if the destination is outside the EU and the distance is 1,500–3,500 kilometres
75% of the price of the ticket if the flight is to a destination outside the EU with a distance of over 3,500 kilometres or the destination is, e.g. the Canary Islands or French Polynesia.

I demand 75% of the price of the ticket

If the airline places you in a class lower than that for which the ticket was purchased, it must refund part of the ticket price to you.

The airline must, within seven days, reimburse:

30% of the price of the ticket if the flight is 1,500 kilometres or less
50% of the price of the ticket if the flight is within he EU and over 1,500 kilometres in distance (with the exception of areas outside Europe that are under a Member State's control, such as the Canary Islands or French Polynesia) or if the destination is outside the EU and the distance is 1,500–3,500 kilometres
75% of the price of the ticket if the flight is to a destination outside the EU with a distance of over 3,500 kilometres or the destination is, e.g. the Canary Islands or French Polynesia.

Do you want to claim damages for costs incurred?

Claim for damages

Yes

If you suffer damages as a result of a delay, you can claim compensation. Compensation for damages only applies to costs for which you can provide evidence, for instance a rail ticket that is left unused due to a delayed flight, but not for disappointment or emotional distress. You should retain receipts as evidence for claiming damages.

The maximum compensation for delays is approximately 4,150 special drawing rights, which corresponds to €4,635. Compensation for damages can be deducted from standard compensation paid.

An airline is not liable for damages if it can provide proof that it took all measures that can be reasonably expected to avoid the damages in question. Standard compensation generally does not apply in cases where delays are caused by weather conditions, security risks or air traffic controllers being on strike. However, the airline must provide proof of the cause of the delay and justify the actions it took.

Claim for damages

Hidden

Claim for damages

Lack of care/assistance

If your flight is delayed by 2-4 hours, the airline also has an obligation to look after you while you wait.

if the airline neglects its obligations, you may claim compensation for additional costs:

meals and refreshments in a reasonable relation to the waiting time
hotel accommodation where an additional stay of one or more nights becomes necessary
transport between the airport and hotel
two free telephone calls, fax messages or e-mails

This entails a receipt or some other reliable report on the costs incurred.

Travel expenses

Compensation for damages only applies to costs for which you can provide evidence, for instance a rail ticket that is left unused due to a delayed flight, but not for disappointment or emotional distress.

You should retain receipts as evidence for claiming damages.

Telefonkostnader

Övriga utgifter

Total

I will complete my claim as the damage becomes more accurate.

Information about damages

Hidden

Description

Brief description of the grievance:

Complainant

Hidden

Contact information

Name

Address

Postal code

Post office

E-mail address

Phone number

You need to send your complaint to the counterparty yourself

Accessing your complaint

Click on the “Next” button at the bottom of this box to view your complaint, which you can then send to you email address or download or print out.

If the email does not appear in your inbox, check your junk mail folder and other folders. You can also search for the message in folders with the word "complaint". The email may arrive after a delay of a few minutes.

You can edit the content by going back by pressing "Back".

Filing your complaint

You need to send your complaint to the counterparty yourself. The complaint assistant is simply a tool and cannot file your complaint on your behalf. You can file your complaint by

emailing it to the counterparty.
copying the information into the seller’s complaint form on their website.
printing out the complaint and sending it by post.

Complaint

{summary}

I await an answer within two weeks. Thereafter I may choose to contact the consumer advice.

Name

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