How to file a complaint regarding your flight

Last updated 24/08/2021
You must first contact the air carrier. If you have not heard from the air carrier within six weeks or if you are dissatisfied with their decision, you may have your complaint processed by the authority in the EU country where the incident occurred.

If the incident occurred in Denmark

Last updated 24/08/2021
If the incident occurred in Denmark you should file your complaint to the Danish Civil Aviation and Railway Authority. This can be done by filling out a digital form at Borger.dk.

Before initiating your complaint, you should have the following ready:

  • NemID
  • Flight tickets or confirmed reservation for all passengers covered by the claim
  • Written correspondence with the air carrier regarding the complaint (e.g. emails, letters)
  • Receipts for any expenses that you wish to have refunded (e.g. meals and refreshments)
  • Signed power of attorneys if you wish to file a complaint on behalf of another party (template)
  • Name and address of all passengers included in the complaint
  • If you are seeking a refund for any expenses you incurred or for the ticket itself you must have receipts for these.

 

The complaint cannot be submitted without the abovementioned. You must be aware that the Danish Civil Aviation and Railway Authority can not handle your complaint if you have not given correct and complete information and documentation.

 

You may be asked to file a new complaint if the complaint can not be handled because of the lack of information given to the case.

Documents to be attached may not exceed max 10 MB per file.

Complaint

Complaint regarding a flight (Borger.dk)

You must first complain directly to the air carrier. However, if you are not satisfied with their reply; you can forward a complaint to the Danish Civil Aviation and Railway Authority.

If the incident occurred in another EU country

Last updated 24/08/2021
If your delay, cancellation or denied boarding occurred in another EU country, you must file a complaint with the competent authority in the EU country where the incident occurred. 
If the incident occurred in a non-EU country on a trip to an EU country with an EU-registered air carrier, you must file a complaint with the authority in the EU country of arrival.  

Danish Civil Aviation and Railway Authority case handling

Last updated 24/08/2021

The the Danish Civil Aviation and Railway Authority will process your complaint free of charge within 3-6 months. However, there is currently a large number of complaints which can lead to protracted case handling times.

 

During the handling of your complaint a need for further information or documentation from you or from the air carrier may arise. 

 

If your complaint is upheld by the Danish Civil Aviation and Railway Authority, the air carrier must pay compensation and/or a refund within four weeks. If you do not receive a refund and/or compensation from the air carrier within those four weeks, you can contact the Danish Civil Aviation and Railway Authority who will then send a payment reminder to the air carrier.

 

If the air carrier still fails to pay a refund and/or compensation, the Danish Civil Aviation and Railway Authority will send the complaint to the prosecution service. 

 

If the parties disagree with the Danish Civil Aviation and Railway Authority's decision, they may present the case before the national courts.

 

FAQs about the complaints process

Last updated 24/08/2021
Below you will find answers to some of the most frequently asked questions to the Danish Civil Aviation and Railway Authority regarding the complaints process.

Frequently asked questions

No, it is free of charge to have your complaint processed by the Danish Civil Aviation and Railway Authority, regardless whether your claim is upheld or not.
Processing your complaint will result in a decision that is sent to the air carrier and to you via the e-mail address you provided when filling out the complaint form. In general, the Danish Civil Aviation and Railway Authority’s case handling time is 3 to 6 months. However, there is currently a large number of cases which can lead to protracted handling times. The decision of the Danish Civil Aviation and Railway Authority is binding and final and cannot be appealed to another authority.

Yes, the decisions of the Danish Civil Aviation and Railway Authority are binding. This means they cannot be appealed to other authorities. However, the parties may always choose to have their case presented before the civil courts. 

 

If the air carrier fails to comply with the authority’s decision within the allotted time, the Danish Civil Aviation and Railway Authority can report the air carrier to the prosecution service. 

 

If your claim has been upheld but you have not received any payment from the air carrier within four weeks, you should contact the Danish Civil Aviation and Railway Authority who will then send a payment reminder to the air carrier. Due to Covid-19 many companies are witnessing a large backlog of complaints and the Danish Civil Aviation and Railway Authority advises passengers to be patient.

 

If the air carrier still fails to pay a refund and/or compensation, the Danish Civil Aviation and Railway Authority will send the complaint to the prosecution service. 

 

To submit a complaint to the Danish Civil Aviation and Railway Authority, you must document that you have contacted the air carrier in question. It is therefore important that you make sure you have written to the air carrier company about the case.

 

In addition, you should have prepared any proxy authorisations if you are complaining on behalf of other parties.

 

If you are seeking a refund for any expenses you incurred or for the ticket itself you must have receipts for these.  

 
The prosecuting service can initiate criminal proceedings against the air carrier which can result in the air carrier having to pay a fine that is significantly larger than the compensation or refund amount stipulated in the decision. The fine will be paid to the state and not the passenger.

In the context of your case handling, your information will be sent to the air carrier for consultation. The air carrier must then submit comments and documentation of the incident which will subsequently be evaluated by the Danish Civil Aviation and Railway Authority. This evaluation forms the basis of the Authority’s decision in the case. 

 

If the air carrier does not comply with the decision within the time allotted, the case may be transferred to the prosecution service. 

Unlike private claim firms, the Danish Civil Aviation and Railway Authority can make decisions that are binding for the air carriers. Private claim firms cannot make binding decisions. Therefore, when they handle your complaint they will forward the complaint to the Danish Civil Aviation and Railway Authority for processing or bring your case before the courts.

 

Furthermore it is free of charge to file a complaint to the Danish Civil Aviation and Railway Authority, regardless whether your claim is upheld or not. A private claim company will normally charge a portion of your refund and/or compensation if your claim is upheld.

 
The Danish Civil Aviation and Railway Authority is the competent authority in Denmark which is appointed to enforce Regulation (EC) 261/2004 on passenger rights. The Danish Civil Aviation and Railway Authority makes individual decisions that are binding for air carriers and passengers.

If it is a package travel, you can have your case processed by the Travel Industry Complaints Board (Pakkerejseankenævnet). 

In addition, the European Consumer Centre Denmark (Forbruger Europa) can advise you on where to make a claim.