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. 60/1998 and the Administrative Procedure Act no. 37/1993 and settles disputes by decision, cf. Paragraph 3 Article 126 c. and Article 140. of the Aviation Act 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 or due to lost luggage or damage to it, 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. It is also possible to send a complaint to the Icelandic Transport Authority if checked baggage is lost, damaged or due to a luggage stick. Complaint form.

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 a binding decision 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.

Decisions of the Icelandic Transport Authority can be appealed to the Ministry of Transport and Local Government within three months of the publication of the decision.

The Icelandic Transport Authority may impose daily fines or fines on an air carrier that violates decisions made by the Icelandic Transport Authority.

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.


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