Complaint regarding services for air passengers with disabilities or reduced mobility

If the airline or the airport does not meet your needs, you can send a complaint to Icelandic Transport Authority.

Supporting documents

Before submitting a complaint, it is good to have:

• information about when the need for service was reported

• booking details and dates

• flight number and departure and arrival fields

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.