Complain to the Icelandic Transport Agency regarding air travel

You can apply to the Icelandic Transport Authority if you have applied for compensation or refund from the airline and have received a rejection from the airline.

Complaints

The Icelandic Transport Authority may take cases into consideration if:

• your flight was cancelled, delay or you denied boarding

• the flight falls under the agreement on the European Economic Area

• or the airport of departure of the flight was in Iceland

Supporting documents

Before submitting complaint it is good to have:

• booking information and dates

• flight numbers, departure and arrival airports

• information on the length of delay

• copies of receipts, if the costs are to be reimbursed

• copies of tickets, boarding passes and booking confirmation

How to submit a complaint

Procedure

The normal processing time is 3 to 6 months from the time that all necessary documents have been submitted.

The Icelandic Transport Authority receive the complaint and examine whether it falls within the authority of the institution. In cases where the case falls outside the authority of the institution, the case is dismissed. In cases where the complaint falls within the remit of the Icelandic Transport Authority, the complaint is sent to the relevant airline for comment.

If the airline comments are received, they are sent to the applicant for comment. When the necessary documentation is available, the Transport Authority issues a ruling on the matter. Experts from the Icelandic Transportation Authority handle complaints.

You can send a complaint in Icelandic or English. Decisions are published in Icelandic only.

Limitation period

The limitation period for complaints is 4 years from the date of the flight .