Air transport passenger rights – EU complaint form
Based on Regulation (EC) No 261/2004 of the European Parliament and of the Council of 11 February 2004 establishing common rules on compensation and assistance to passengers in the event of denied boarding and of cancellation or long delay of flights, and repealing Regulation (EEC) No 295/91, the European Commission prepared a complaint form for passengers.
The complaint form is used for purposes of compensation and/or assistance in case of denied boarding, downgrading, cancellation or long delay of a flight. Instructions for completing are included in the complaint form.
It is necessary to send the completed complaint form to the air carrier by which a flight was to be flown.
In case you did not get the answer from the air carrier to six weeks from the date of receipt of the complaint, or if you are not satisfied with the answer, please send the filled-in form to the Civil Aviation Authority (CAA) address: Civil Aviation Authority, Ruzyně Airport, 160 08 Prague 6, Czech Republic. The completed complaint form in electronic form (i.e. scan-copy of the form with your signature) can be sent via e-mail to caa@caacz or podatelna@caacz.
The complaint form in PDF format can be found here:
Passenger complaints are solved by the authority (within their competence) of the Member State in which territory an incident occurred. In case that an incident occurred in non-EU country (so called third countries) while the flight was performed by an air carrier of the Community (i.e. air carrier which is holder of an operational certificate issued by any EU Member State), a competence authority of the state of final destination (i.e. the place of destination indicated on the ticket if this country is an EU Member State) is entitled to concern with this complaint. The list of above mentioned authorities can be found here:
If the passengers send the complaint to the authority which is not entitled to deal with it due to its territorial competence, the authority shall automatically hand the complaint over to a competent authority and inform the passenger.