EEA legislation on passenger rights

English version

For more information about your rights in a specific transport sector, you can read the EEA acts or the summaries of the legislation 


Air transport

Know-your-passenger-rights-en

Regulation (EC) No 261/2004 of 11 February 2004 establishing common rules on compensation and assistance to passengers in the event of denied boarding and of cancellation or long delay of flights, and repealing Regulation (EEC) No 295/91

Regulation (EC) No 889/2002 of the European Parliament and of the Council of 13 May 2002 amending Council Regulation (EC) No 2027/97 on air carrier liability in the event of accidents

Regulation (EC) No 1107/2006 of 5 July 2006 concerning the rights of disabled persons and persons with reduced mobility when travelling by air

  • Find a summary here.


FAQ can be found here

Rail transport

Regulation (EC) No 1371/2007 of 23 October 2007 on rail passengers' rights and obligations

  • Find a summary here.

Road transport (bus and coach)

Regulation (EU) No 181/2011 of 16 February 2011 concerning the rights of passengers in bus and coach transport and amending Regulation (EC) No 2006/2004

  • Find a summary here.

 

Maritime transport

Regulation (EU) No 1177/2010 of 24 November 2010 concerning the rights of passengers when travelling by sea and inland waterway and amending Regulation (EC) No 2006/2004

  • Find a summary here.

Regulation (EC) No 392/2009 of 23 April 2009 on the liability of carriers of passengers by sea in the event of accidents

 

Complaints handling

All complaints should generally be directed at the service provider or company responsible. 

If the complaint is unsuccessful, or you are not satisfied with the reply you received, you can then complain to the National Enforcement Body in the EEA State where the incident took place, NOT to the EFTA Surveillance Authority or the European Commission.

For a complete list over National Enforcement Bodies in Iceland, Norway and Liechtenstein, see the table below. For a list over National Enforcement Bodies in the EU, click here

Mode of transport   National enforcement- and complaint bodies
IcelandNorwayLiechtenstein

Air transport

 

Enforcement and complaints handling:

Transport Authority

(Samgöngustofa)*

 

Enforcement:

Civil Aviation Authority (Luftfartstilsynet)

 

Complaints handling:

Travel Complaints Board

(Transportklagenemnda)

 

Liechtenstein has no aircraft registry nor airports open to commercial traffic

 

Airport infrastructure within the territory of Liechtenstein is excluded from the scope of the Regulation (EC) No 1107/2006 (rights of disabled passengers)

Maritime transport

 

 

 

 

 

 

 

Enforcement and complaints handling:

Transport Authority

(Samgöngustofa)

 

 

Enforcement:

Norwegian Maritime Authority (Sjøfartsdirektoratet)

 

Complaints handling:

Travel Complaints Board

(Transportklagenemnda)

 

Liechtenstein is a landlocked state without a ship register.

 

 

Road transport

 

 

Enforcement and complaints handling:

Transport Authority

(Samgöngustofa)

 

Enforcement:

Norwegian Public Roads Administration

(Statens Vegvesen)

 

Complaints handling:

Travel Complaints Board

(Transportklagenemnda)

Office of Construction and Infrastructure

(Verkehrsbetrieb Liechtenstein mobil)

 

Rail transport

 

 

 

 

No rail infrastructure presently exists in Iceland

 

Enforcement:

Norwegian Railway Authority

(Statens Jernbanetilsyn)

 

Complaints handling:

Travel Complaints Board

(Transportklagenemnda)

 


* Legally binding decision. Decision can be appealed to the Ministry of the Interior. Claims can at any stage be brought before a national
court.

The EEC-net, the European Consumer Center Network provides advice on consumer rights to residents of the European Union and Norway and Iceland.  





Other EEA Institutions


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