Dear passengers,

The Republic of North Macedonia has harmonized its national legislation with the EU Law with regard to protection of passenger rights in the air transport i.e. with the Regulation of the Council and the European Parliament (EC) 261/2004 on protection of passenger rights i.e. the establishment of uniform rules on compensation and assistance to passengers in case of denied boarding, cancellation or long delay of their flight.

This regulation is undertaken pursuant the Multilateral Agreement on the Establishment of a European Common Aviation Area-ECAA (Official Gazette of the Republic of Macedonia 27/2007; 98/09) and has been transposed in the Law on Contractual and Real Right Relations in respect of Aviation Transport (Official Gazette of RM 85/08; 148/2011; 10/2015; 150/2015; 173/2015).

According to the Regulation 261/2004, the airlines have a legal obligation to inform you about your rights in case of denied boarding, cancellation or long delay.

The passengers who believe they have a valid complaint against an airline regarding denied boarding, downgrading, cancellation or long delay to a given flight should submit such a complaint to the airline operating the flight concerned. The complaint can be send by using the complaint form shown below or by using a complaint form on the airline website, if applicable.

Should the airline fail to provide you with a reply within 6 weeks of receipt, or if you are not satisfied with their reply, the complaint form (a copy of the original form sent to the airline may be used) may be sent to the Civil Aviation Agency of the Republic of North Macedonia, in case the incident happened on any airport in the Republic of North Macedonia on any airline or the incident happened at the airport of departure in the third country (non ECAA country) on the flight where Republic of North Macedonia is final destination operated by an airline from ECAA country.

The complaint form should be sent, using the form below, either to the Civil Aviation Agency official email address passengerrights@caa.gov.mk or by post on its postal address:

Civil Aviation Agency

Dame Gruev 1,

1000 Skopje,

Republic of North Macedonia.


If the incident took place at an airport of departure in an ECAA country (each EU member state, western Balkan countries, Norway, Island and Lichtenstein) you need to contact the National Enforcement Body of that ECAA country and if the incident happened on the airport in a third country (non ECAA country) on a ECAA airline you need to contact the National Enforcement Body in the ECAA country of the flight destination.

The Form for submitting your complain to the airline and/or to the responsible National Enforcement Body as well as the List of the National Enforcement Bodies of the EU Member States for complaints regarding the air passenger rights can be found below.

Responsible persons for passenger rights denied boarding, cancellation and delay are:

Zoran Angelovski

Veti Gjorgjieska

Tel. +389 3181 614 +389 3181 662

e-mail: passengerrights@caa.gov.mk

Responsible person for passenger rights for reduced mobility is:

Raim Bajrami

Tel. +389 73181 623


EU Complaint Form

List of National Enforcement Bodies


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