Complaint about a flight

When you experience problems with your flight, it can be frustrating and time-consuming to figure out how to file a complaint. Fortunately, there are clear rules and procedures to help you obtain the compensation and refund you are entitled to.

At the link below, you can submit your flight complaint via Borger.dk. It is important that you have first submitted your complaint to the airline before forwarding it to the Danish Civil Aviation and Railway Authority. The airline has up to 6 weeks to respond to your inquiry.

Submit complaint here

 

Process description

This section describes the process for submitted complaints.

The incident occurred in Denmark

In Denmark, the Danish Civil Aviation and Railway Authority is the national aviation authority. Therefore, you should submit your complaint to the Authority if you are dissatisfied with the airline’s decision. If the incident occurred in another EU country, you can submit your complaint to the aviation authority in that country instead.

You can file your complaint with the Authority by completing a digital complaint form via Borger.dk (see the link to the form below).

Complain about a flight

The incident occurred in a country other than Denmark

If your delay, cancellation, or denied boarding occurred in an EU country other than Denmark, you must submit your complaint to the national authority in the EU country where the incident took place.

If the incident occurred in a non-EU country on a flight to the EU with an EU-based airline, you should submit your complaint to the authority in the first EU country of arrival.

Relevant links

Overview of EU and EEA countries on the Danish Parliament’s website (opens in new window)

Contact information for EU transport authorities (opens in new window)

Form and guidance

To ensure efficient processing of your flight complaint by the Danish Civil Aviation and Railway Authority, you must have the following documents and information ready:

  • MitID
  • Flight ticket or confirmed reservation for all passengers included in the complaint
  • Correspondence with the airline regarding the complaint (e.g. emails, letters, etc.)
  • Receipts for any expenses you wish to claim (e.g. food and beverages)
  • Signed authorisations if you are filing the complaint on behalf of others
  • Name and address of all passengers included in the complaint

Please note that you cannot submit the complaint without the required documents listed above. The Authority cannot process your complaint if you have not provided accurate and complete information and attached the necessary documentation. In such cases, you may be asked to submit a new complaint.

Authorisations

If you are filing a complaint on behalf of others, you must have an authorisation from them. This is required if you are requesting a refund or compensation for tickets issued in someone else’s name. The authorisation must clearly state the following:

  • Name of the authorising person and the authorised representative
  • Date of departure
  • Date and signature of the authorising person

If you are signing as a legal guardian, the name of the person you are representing must also be stated in the authorisation. If this information is missing, the Authority will reject your complaint.

By following these guidelines, you help ensure that your complaint is processed quickly and efficiently.

Download authorisation template (PDF)

Download authorisation template for guardians (PDF)

Read more about the processing of personal data (opens in new window)

Did you know?

The Authority handles your complaint free of charge.
The standard processing time is 6 to 9 months. Some cases require a more in-depth legal assessment. The Authority is currently handling a high volume of such cases, which means that cases requiring legal assessment are expected to take longer than the standard 6 to 9 months to process.