Air passenger complaint form

IMPORTANT INFORMATION

Civil Aviation Authority Czech Republic (hereinafter “CAA”) is a body responsible for enforcement of the Regulation (EC) no 261/2004 as regards

  • flights from airports in the territory of the Czech Republic, or
  • flights from third countries to airports in the territory of the Czech Republic, if the operating air carrier of the flight concerned is an EU carrier


provided that one of the following incidents occurs:

  • cancellation,
  • delay,
  • denied boarding against the passenger´s will,
  • downgrading, or
  • lack of care (meals and refreshments, hotel accommodation etc.).


On the contrary, the CAA does not oversee air carrier´s obligations as regards

  • luggage,
  • flights from airports on the territory of another EU Member State,
  • flights from a third country to airports in the territory of the Czech Republic, if the operating air carrier of the flight is not an EU carrier.


For more details see: http://www.caa.cz/cestujici/cestujici-odepreni-obecne.




COMPLAINT HANDLING PROCEDURE

1.    A passenger first complains to the air carrier.

2.    If the air carrier does not provide an answer within 2 months, or its answer is not satisfactory, only then the passenger submits the complaint on the form below (or any other form, if it includes all the necessary information) in either Czech or English language:

https://ec.europa.eu/transport/sites/transport/files/themes/passengers/air/doc/complain_form/eu_complaint_form_en.pdf



Attachments:

  • power of attorney (mandatory, if the passenger is represented),
  • reservation or boarding pass (voluntarily),
  • copy of ID (voluntarily; often asked by air carriers from third countries),
  • bank details (voluntarily; smooths the communication with air carriers when the entitlement to compensation is recognised).


Contact details:

  • email: podatelna@caa_cz,
  • data box: v8gaaz5,
  • postal address: Úřad pro civilní letectví, K letišti 1149/23, 160 08 Praha 6,
  • telephone number (Mo-Thu from 13h to 15h): 225 421 111.


3.    The CAA notifies passengers upon receipt of the complaint. Please note that the CAA does not send such notifications in case of complaints received by post.

4.    The CAA requests a statement from the air carrier on the circumstances of the flights concerned within 6 weeks. The time limit can be, however, repeatedly extended depending on multiple factors (willingness of the air carrier to cooperate, request of additional documents etc.).

5.    The CAA receives and evaluates the statement.

6.    The CAA informs the passenger about the outcome of its investigation. Please note that such outcome is final.

7.    The CAA forwards passenger´s bank details upon air carrier´s request.


ESSI_Logo_RGB.jpg

News calendar

june 2019   < >
Mo Tu We Th Fr Sa Su
          1 2
3 4 5 6 7 8 9
10 11 12 13 14 15 16
17 18 19 20 21 22 23
24 25 26 27 28 29 30
Language selection česky english