How to forward a complaint

If you wish to claim compensation from an airline, you have to direct a written complaint to the airline. If you are not satisfied with the decision from the airline, you may, free of charge, forward a complaint to the Danish Transport, Construction and Housing Authority.

In order to handle your complaint, the Danish Transport, Construction and Housing Authority requires a copy of your correspondence with the airline, a copy of the ticket or boarding pass for all the passengers in the complaint. If you do not forward the required documentation along with your complaint, the handling time may be longer, and can mean that the Danish Transport, Construction and Housing Authority will be unable to handle your complaint.

If you are seeking compensation on behalf of travel companions, remember to attach power of attorneys.

If you require a template for a power of attorney, you may find one here.


How will the Danish Transport, Construction and Housing Authority handle your complaint?

The Danish Transport, Construction and Housing Authority will evaluate your complaint in accordance with Regulation (EC) 261/2004, which defines passenger rights, including the right to compensation in case of cancelled or delayed flights and denied boarding.

The evaluation will result in a decision, which will be forwarded to you and the airline. If the Danish Transport, Construction and Housing Authority finds that you are entitled to compensation, the airline has four weeks in which to pay compensation.

If you do not hear from the airline within the four weeks, you may inform the Danish Transport, Construction and Housing Authority. The Danish Transport, Construction and Housing Authority will then evaluate whether sanctions are a possibility in your case, and if the case can be transferred to the prosecution.

The estimated handling time for a complaint is five months, unless underway; the need arises, to obtain further information or documentation, either from you or the airline, which may prolong the handling time.

If the Danish Transport, Construction and Housing Authority finds that you are not entitled to compensation, or if you disagree with the decision made by the Danish Transport, Construction and Housing Authority, you may file a case with the civil courts.
Mere information
Updated: 10.08.2018