How to file a complaint

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 that can help you obtain the compensation and refund you are entitled to.

Through the link, you can submit your complaint about your flight on Borger.dk. It is important that you have lodged a complaint with the airline before forwarding it to the Danish Civil Aviation and Railway Authority. The airline has a total of 6 weeks to respond to your inquiry.

Submit complaint here

 

Process overview

 

Incident occurred in Denmark

In Denmark, the Danish Civil Aviation and Railway Authority is the competent authority, if the incident occurred in Denmark. Therefore, it is authority you should file a complaint with if you are not satisfied with the airline’s decision.

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

Flight complaint

 

Incident occurred in a country other than Denmark

If your delay, cancellation, or denied boarding occurred in an EU country other than Denmark, you should file a complaint with the authority in the EU country where the incident took place.

If the incident occured in a non-EU country on a journey to an EU country with an EU airline, you should file a complaint with the authority of the first arrival country in the EU.

 
Relevant links 
 
List of EU and EEA countries on the Danish Parliament's website (new window)

Find contact details for EU transport authorities (new window)

Form and guidelines

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

  • 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 be reimbursed for (e.g., food and drink)
  • Signed powers of attorney if you are filing a complaint on behalf of others
  • Name and address of all passengers included in the complaint

It is important to note that the complaint cannot be submitted without the above-mentioned document. The Danish Civil Aviation and Railway Authority cannot process your complaint if you have not provided correct and complete information and attached the necessary documents. In such cases, you may be asked to submit a new complaint.

Power of Attorney
If you are filing a complaint on behalf of others, you must have a power of attorney from them. This is necessary if you are seeking a refund or compensation for tickets with a name other than yours. The power of attorney must clearly specify the following:

  • Name of the grantor and the holder of the power of attorney
  • Date of departure
  • Date and signature of the grantor

If you are signing as a guardian, the name of the person under your guardianship must also be included in the power of attorney. If this information is missing, the Danish Civil Aviation and Railway Authority will reject your complaint.

By following these guidelines, you ensure that your complaint will be processed quickly and efficiently.

Download Power of Attorney Template (pdf)

Download Power of Attorney Template for Guardians (pdf)

Read more about personal data processing (new window)

Did you know?

The Danish Civil Aviation and Railway Authority processes your complaint free of charge. However, there is currently a large number of cases, which is resulting to a prolonged case handling time.