How to complain

If you have checked  your rights   and are sure you are entitled to receive a payment from your airline following a problem with a flight, it's important to make your case effectively.

  • The airline will use the information you provide to help judge if your case is valid. It helps to provide as much detail as possible.
  • If anything goes wrong with your claim, it's useful to have a record of your communications. Keep a copy of everything you send.

Use your airline's preferred method 

Many airlines have a standard procedure for dealing with claims. If so, use it. You might have to send a letter to a particular address or fill in a standard claim form. Check the airline's website for instructions, or call them to find out what to do.

If no standard procedure is available, it may be quickest to make initial contact by email. You can also send a letter.

Set out your case well

When you first contact your airline, aim to set out your case clearly and concisely. Explain what happened and when, and why you feel you are entitled to receive a payment.

Be particularly clear about what you want. State exactly what compensation and expenses you are claiming.

Find out what you are entitled to  

Send your claim to the airline's customer relations department. You can escalate your complaint if you don't get the result you hoped for.

Include all relevant information

Give the airline as much information as possible. Try to include:

  • Your full contact details – including address, email and phone number
  • Full details of all passengers – including names and addresses
  • Your booking reference and travel dates
  • The flight number, departure and destination airports
  • Details of where the disruption occurred
  • Information about the length of delays
  • The names of any staff you spoke to

You should also send as many supporting documents and as much evidence as you can. This might include:

  • Copies of all relevant receipts, if you are claiming expenses
  • Copies of all tickets, boarding cards and booking confirmations 

Providing evidence to an airline that you were on a flight

We believe that passengers are able to demonstrate that they were on a delayed or cancelled flight in a number of ways. If you no longer have the tickets, It may be that you have bank or credit card statements to support your claim.

It could also be that you have other evidence that helps support your claim like:

  • emails from the airline
  • luggage tags
  • receipts from the airport
  • phone records
  • or passport stamps.

The airline should then use the information provided by you to check against their own records.

How to raise a complaint with ICETRA

You can use this form to raise a complaint. The service is completely free.

The form will collect information from you and then tell you if we can help. Assuming we can, we will investigate further. When appropriate, we will contact your airline directly to resolve your claim.

When the form has been filled out send it with all correspondance to email: consumers@icetra.is  



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