Complain in case of denied, cancelled or delayed flights

In case of denied boarding, placement in a lower class, cancellation or long delay of a flight departing from Portuguese airports, you may file a complaint with the Autoridade Nacional da Aviação Civil (ANAC).

The same applies to flights from countries outside the European Union, arriving at Portuguese airports, provided they are operated by community air carriers.

Who can complain in case of denied, cancelled or delayed flights?

  • Passengers or their legal representatives.

When can you complain in case of denied, cancelled or delayed flights?

First, any complaint should be made to the airport managing body or the air carrier operating the flight in question.

If there is no reply within 6 weeks, or if you are not satisfied with the reply, you may submit a complaint to the ANAC for up to 3 years from the date of the flight.

What are the documents and requirements to complain in case of denied, cancelled or delayed flights?

  • The complaint must have the following documents:

    • European Union complaint form (available in Portuguese and English)
    • Complaint sent to the air carrier
    • Reply from the airline
    • Copy of the flight reservation.

    NB: If you are claiming for more than one person or more than one flight, you must submit an individual form per reservation.

How complain in case of denied, cancelled or delayed flights?

Online

By mail

  • To ANAC's headquarters, with the required documents:

Rua B, Edifício 4 - Aeroporto Humberto Delgado, 1749-034 Lisboa

What is the price to complain in case of denied, cancelled or delayed flights?

It is free of charge.

What is the support legislation?

ADDITIONAL INFORMATION

The complaint form should be completed only in cases of denied boarding, downgrading, cancellation or long delay of a flight.

If the complaint is about baggage, changes to the flight schedule made more than 14 days before your travel date, or ticketing and changes to reservations, you should make the complaint to the airline first.

However, if there is no reply or if the reply received is not satisfactory, you should contact the European Consumer Centres in the EU Member States.

For more information, please consult the portal of the Autoridade Nacional da Aviação Civil.