HomePassengersI want to file a complaint

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.

If the passengers consider the airline reply as insufficient or if they don’t receive any reply in the course of six weeks counted from the day they have sent a complaint to the airline, they have the right to file a complaint at the Civil Aviation Agency on the following form:

Complaint form for passenger rights

The Civil Aviation Agency is responsible body related to incidents that happened on any airport in the Republic of North Macedonia on any airline or the incidents that 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 ECAA carrier.

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 List of the National Enforcement Bodies of the EU Member States for complaints regarding the air passenger rights can be found below.

List of national enforcement bodies

The disabled persons and persons with reduced mobility who believe they have a valid complaint against an airline or an airport regarding their right of assistance when taking a flight should submit such a complaint to the airline operating the flight concerned or the airport first.

If the passengers consider the airline reply as insufficient or if they don’t receive any reply in the course of 4 to 6 weeks counted from the day they have sent a complaint to the airline, they have the right to file a complaint at the Civil Aviation Agency on the following form

Complaint form for passengers with reduced mobility

The complaint to the Civil Aviation Agency can be submitted on:

Postal Address:

Civil Aviation Agency

Dame Gruev 1,

1000 Skopje,

Republic of North Macedonia

Electronic Address:

For complains with regard to denied boarding, cancellation and delay on:

passengerrights@caa.gov.mk

For complains from passengers with reduced mobility:

rbajrami@caa.gov.mk

© Copyright 2019. All Rights Reserved

Developed by Unet