EU Enforcement Body by Country: Who to Email

Under EU261 Article 16 and EC 1107/2006 Article 14, complaints go to the NEB in the country where the incident occurred. That usually means the country of the departure airport for delays, cancellations, and denied boarding. For disability complaints, the country of the airport where the issue arose. For arrivals-only issues into an EU airport from a non-EU origin, contact the NEB at the arrival airport.

One NEB per complaint. Do not send the same complaint to multiple NEBs. Pick the correct one, give them the standard 6 to 12 week window, and escalate to the European Consumer Centre (ECC) if unresolved.

Each NEB below lists the country, body name, preferred email, and typical response window. Always check the NEB's current website for the latest address before sending, as email addresses occasionally change.

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  Austria: Agentur für Passagier- und Fahrgastrechte (apf), apf@apf.gv.at, 6 to 12 weeks.

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  Belgium: FPS Mobility and Transport, passengerrights@mobilit.fgov.be, 8 to 12 weeks.

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  Bulgaria: Civil Aviation Administration, caa@caa.bg, 8 to 16 weeks.

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  Croatia: Croatian Civil Aviation Agency, aip@ccaa.hr, 8 to 12 weeks.

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  Cyprus: Department of Civil Aviation, passengers@dca.mcw.gov.cy, 6 to 10 weeks.

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  Czech Republic: Czech Trade Inspection Authority, info@coi.cz, 8 to 12 weeks.

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  Denmark: Danish Transport, Construction and Housing Authority, info@trafikstyrelsen.dk, 8 to 14 weeks.

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  Estonia: Consumer Protection and Technical Regulatory Authority, info@ttja.ee, 6 to 10 weeks.

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  Finland: Traficom, kirjaamo@traficom.fi, 8 to 12 weeks.

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  France: DGAC, mission.passagers@aviation-civile.gouv.fr, 10 to 16 weeks.

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  Germany: Luftfahrt-Bundesamt (LBA), fluggastrechte@lba.de, 8 to 12 weeks.

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  Greece: Hellenic Civil Aviation Authority, passengerrights@hcaa.gr, 10 to 14 weeks.

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  Hungary: Innovation and Technology Ministry, fogyasztovedelem@itm.gov.hu, 6 to 10 weeks.

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  Ireland: Commission for Aviation Regulation (CAR), info@aviationreg.ie, 8 to 12 weeks.

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  Italy: ENAC, urp@enac.gov.it, 10 to 16 weeks.

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  Latvia: Consumer Rights Protection Centre, pasts@ptac.gov.lv, 6 to 10 weeks.

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  Lithuania: Civil Aviation Administration, caa@caa.lt, 6 to 10 weeks.

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  Luxembourg: Directorate of Civil Aviation, info@dac.public.lu, 6 to 10 weeks.

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  Malta: Malta Competition and Consumer Affairs Authority, info@mccaa.org.mt, 8 to 12 weeks.

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  Netherlands: Human Environment and Transport Inspectorate, meldpunt@ilent.nl, 8 to 14 weeks.

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  Poland: Civil Aviation Office, kopp@ulc.gov.pl, 10 to 16 weeks.

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  Portugal: ANAC, info@anac.pt, 8 to 12 weeks.

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  Romania: AACR, office@caa.ro, 10 to 14 weeks.

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  Slovakia: Transport Authority, infoletecke@nsat.sk, 8 to 12 weeks.

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  Slovenia: Civil Aviation Agency, info@caa.si, 6 to 10 weeks.

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  Spain: AESA, sau.aesa@seguridadaerea.es, 10 to 16 weeks.

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  Sweden: Swedish Transport Agency, konsument@transportstyrelsen.se, 8 to 12 weeks.

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  Iceland (EEA): Icelandic Transport Authority, postur@samgongustofa.is, 8 to 12 weeks.

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  Norway (EEA): Transportklagenemnda for fly, post@transportklagenemnda.no, 10 to 16 weeks.

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  Switzerland (EFTA/EEA aligned): FOCA, passengerrights@bazl.admin.ch, 8 to 12 weeks.

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  United Kingdom (post-Brexit): CAA, passengers.complaints@caa.co.uk, 8 to 12 weeks.

Every NEB accepts complaints in its national language. Most accept English as well, though response quality and speed tend to be better in the native language. If your language skills are limited, English is generally accepted by:

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  Native English or dual: Ireland, Malta, UK, Cyprus.

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  English strongly accepted: Netherlands, Germany, Austria, Belgium, Denmark, Finland, Sweden, Norway, Iceland, Switzerland.

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  English workable but slower: Italy, Spain, France, Portugal, Greece, Poland, Czech Republic, Hungary.

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  English accepted but native preferred: Bulgaria, Romania, Slovakia, Slovenia, Croatia, Estonia, Latvia, Lithuania, Luxembourg.

1. 1

   Flight details: airline name, flight number, date, scheduled and actual times, route.

2. 2

   Booking reference and ticket number.

3. 3

   Passenger names and contact details.

4. 4

   Nature of disruption: delay (specify hours), cancellation (specify notice received), denied boarding, disability accommodation failure.

5. 5

   Airline's response to date: include any written correspondence.

6. 6

   Amount claimed: EU261 cash amount (€250, €400, or €600) based on distance, plus any expenses.

7. 7

   Supporting documents: boarding passes, booking confirmation, airline emails, receipts for expenses.

Always try the airline first. NEBs expect at least one attempt at airline resolution before escalation. Include the airline's response or the date of silence (6 weeks typical) in the complaint narrative.

If the NEB does not resolve in its stated window, escalate to the European Consumer Centre (ECC) network for cross-border cases. The ECC provides mediation between passengers and businesses across EU borders, free of charge. For purely domestic cases, escalation within the NEB's country typically goes to an administrative court or the country's consumer ombudsman.

For the small claims route, see EU small claims procedure cross-border. For the pillar, see Filing Airline Complaints and the 2026 guide.

The UK left the EU in 2020 but retained a parallel regulation (UK261 under The Air Passenger Rights and Air Travel Organisers' Licensing (Amendment) Regulations 2019). The UK Civil Aviation Authority (CAA) is the NEB for UK-departing flights. Coverage and amounts remain almost identical to EU261, with some minor deviations in currency conversion and enforcement practice.

See UK261 duty of care meals and hotels for UK-specific detail and the UK261 pillar.

1. 1

   Week 1: file airline complaint.

2. 2

   Week 6: if no airline response, or response is inadequate, file NEB complaint.

3. 3

   Week 16 to 20: follow up with NEB if no response yet.

4. 4

   Week 24: consider escalation to ECC or small claims.

5. 5

   Throughout: keep written records of every touchpoint, including emails, call logs, and postmarks.

For primary regulatory texts and official guidance cited in this guide, see EU Regulation 261/2004 (Eur-Lex), European Commission Air Passenger Rights.