Complaint Procedure
Here you can get information about the procedure for complaints from air passengers. Inquiries about further information can be sent to the e-mail address consumers@icetra.is, you can also fill out a form for complaints Air Passenger Rights - EU Complaint Form | Samgöngustofa (samgongustofa.is)
The Icelandic Transport Authority handles cases in accordance with the provisions of the Aviation Act no. 80/2022 and the Administrative Procedure Act no. 37/1993 and settles disputes by administrative ruling, cf. Paragraph 4 Article 208 and Regulation no. 1048/2012 on damages and assistance to passengers in a flight that is denied boarding and when a flight is canceled, delayed or accelerated cf. EC Regulation no. Regulation (EEC) No 261/2004 on common rules on compensation and assistance to passengers who are denied boarding and when a flight is canceled or severely delayed and to repeal Regulation (EEC) No 261/2004. 295/91.
The Icelandic Transport Authority handles complaints regarding the payment of compensation when flights are delayed, accelerated or canceled.
A complaint to the Icelandic Transport Authority must be received within two years from the date of the flight.
Procedure
The Icelandic Transport Authority receives complaints from passengers and examines whether the complaint falls within the agency's authority. In cases where the case falls outside the authority of the Agency, those cases are dismissed. In cases where a complaint falls within the competence of the Icelandic Transport Authority, the complaint is sent to the air carrier concerned for comment.
If the carrier's comments are received, they are sent to the complainant for comment. When the necessary documents are available, the Icelandic Transport Authority makes an administrative ruling in the case. Specialists from the Icelandic Transport Authority handle complaints at the agency.
Complaints can be sent to the Icelandic Transport Authority in Icelandic or English. Decisions are, however, published in Icelandic in both cases.
A complainant can withdraw his / her complaint at any stage of the case.
The Icelandic Transport Authority aims to issue a decision within three months of all the necessary documents being available.
According to paragraph 4 of Article 208 of the Aviation Act No. 80/2022, the rulings of the Icelandic Transport Authority will not be appealed to other to other government agencies. Once a ruling has been made, the parties concerned may bring their dispute to court in the usual manner. An administrative complaint shall not suspend the legal effect of a decision according to paragraph 6 of Article 208.
Paragraph 5 of Article 208 of the Aviation Act No. 80/2022 provides that if an air carrier or airport operator does not wish to comply with a decision, it must notify the Icelandic Transport Authority of this in a clear and verifiable manner within 30 days of being notified of the decision. An air carrier or an airport operator can request a petition for a review of a case according to paragraph 1 of Article 24 of the administrative law, No. 37/1993, and it postpones the legal effect of the decision. After the expiry of the deadline, the case will not be reopened at the request of a party.
According to paragraph 6 of Article 208 of the Aviation Act No. 80/2022, the rulings of the Icelandic Transport Authority are enforceable after the expiry of the deadline according to paragraph 5 of Article 208 of the Act and the Authority has not been notified by the air carrier or airport operator. At the consumer's request, the Icelandic Transport Authority shall issue a confirmation that the conditions for enforcement are met.
Procedures at the Icelandic Transport Authority are in other respects than those specified here in the Administrative Procedure Act no. 37/1993.
Further instructions on how to complain to the Icelandic Transport Authority can be found here.
