Passenger Rights – Complaint form

If you feel that your passenger rights have been infringed and you have already made a complaint to the operator please use the Passenger Rights form to submit your complaint.

Please remember to keep a copy of the form for your records. Remember you must, in the first instance, make a complaint to the relevant operator within two months of the date of your journey/proposed journey.

EU Regulation 181/2011 on Coach/Bus Passenger Core Rights

Under EU Regulation 181/2011, the following core rights are applicable to all regular services, irrespective of the scheduled distance of the service. If you feel that your rights under the regulations have been infringed you must in the first instance direct your complaint to the transport operator, preferably within 2 months of the date of travel. If you do not receive a reply or are dissatisfied with the response, you may appeal to the National Transport Authority. Please provide the details of your complaint in the form below.

To ensure efficient consideration of your complaint it is important that a copy of all correspondence between you and the transport operator be forwarded to us. You should retain the originals of all correspondence.

Further information on EU passenger rights may be found at nationaltransport.ie/public-transport-services/coach-and-bus-passenger-rights and ec.europa.eu/transport/passenger-rights/en/mobile.html

EU Regulation 1371/2007 on Rail Passenger Rights Domestic Services

Under EU Regulation 1371/2007, rail passengers are guaranteed a minimum set of rights when travelling by train anywhere in the EU. Whilst Irish Domestic rail travel is largely exempt from the regulation, it does define a number of fundamental rights applicable to all domestic services in Ireland and across the EU.

These rights are listed below. If you feel that your rights under the regulations have been infringed you must in the first instance direct your complaint to the transport operator, preferably within 2 months of the date of travel. If you do not receive a reply or are dissatisfied with the response, you may appeal to the National Transport Authority. To ensure efficient consideration of your complaint it is important that a copy of all correspondence between you and the transport operator be forwarded to us. You should retain the originals of all correspondence.

Please provide the details of your complaint in the form below.

Further information on EU passenger rights may be found at nationaltransport.ie/public-transport-services/passenger-rights and ec.europa.eu/transport/passenger-rights/en/mobile.html

EU Regulation 1177/2010

EU Regulation 1177/2010 applies to passengers travelling in the EU on most large ferries and cruise ships on sea, rivers, lakes or canals.

To ensure efficient consideration of your complaint it is important that a copy of all correspondence between you and the transport operator be forwarded to us. You should retain the originals of all correspondence.

Further information on EU passenger rights may be found at nationaltransport.ie/public-transport-services/maritime-passengers-rights-2 and ec.europa.eu/transport/passenger-rights/en/mobile.html

Commission For Aviation Regulation

The Commission For Aviation Regulation is the national enforcement body for Air Passenger rights.

If you wish to make a complaint, you can contact them at www.aviationreg.ie

www.aviationreg.ie/consumer-protection/air-passenger-rights.83.html

Complaint submitted by:







Please choose how you would like to be contacted:

















Please indicate if special assistance was required*

Add Passenger

Please choose the option which best summarises your complaint

EU Regulation 181/2011 on Coach/Bus Passenger Additional Rights applicable to journeys greater than 250km

In addition to the core rights the following rights are applicable to regular services where the scheduled distance is greater than 250km.

If you have booked/undertaken a bus/coach journey greater than 250km and feel your rights have been infringed you must in the first instance direct your complaint to the transport operator, preferably within 2 months of the date of travel. If you do not receive a reply or are dissatisfied with the response, you may appeal to the National Transport Authority. To ensure efficient consideration of your complaint it is important that a copy of all correspondence between you and the transport operator be forwarded to us. You should retain the originals of all correspondence.

Please provide the details of your complaint below. Choose one of the following which best matches the nature of your complaint.




Please choose the option which best summarises your complaint

EU Regulation 1371/2007 on Rail Passenger Rights Cross Border Services

When making a cross border journey you are protected by a set of addition rights which define the level of compensation and assistance which railways should provide their customers in the event of delays and cancellation as well as rules for re-routing continuation or reimbursement.

If you have booked/undertaken a cross border journey and feel your rights have been infringed please choose one of the options below which best matches the nature of your complaint and specify details of substance of your complaint.




Please choose the option which best summarises your complaint

Improper information or lack of information

All passengers have a right to adequate information throughout their travel, including information on ticket price, circumstances of your journey on departure and at appropriate stages of your journey. Information about your passenger rights, contact details of the National Enforcement bodies, conditions of access to transport for disabled persons and persons with reduced mobility. In the event of cancellation or delay, passengers must be informed of the delay no later than 30 minutes after the scheduled time of departure and be informed of the estimated departure and arrival time as soon as the information becomes available


Did the carrier or the terminal operator or the port authority provide clear and accurate information about the ticket price?
Did the carrier or terminal operator provide you with adequate travel information before and during your journey?
In cases of delay / cancellation did the carrier or terminal operator inform you in a timely fashion (no more than 30 minutes after the scheduled time of departure)?
In cases of delay / cancellation did the carrier or terminal operator provide you with information on alternative services available for you journey?
Was all of the information provided to you in an accessible format if so requested?
Did the carrier or terminal operator provide you with adequate information regarding the access conditions of the port/terminal?
Did the carrier or the terminal operator inform you of the possibilities of submitting a complaint against it by indicating a designated e-mail address or postal address for that purpose?
Did the carrier or terminal operator acknowledge receipt of your complaint within 1 month?
Please explain why you are not satisfied with the solutions proposed by the carrier or terminal operator in reply to your complaint.

Re-routing, Reimbursement and Assistance

Where a passenger service is cancelled/delayed for more than 90 minutes, the transport operator must offer the passenger the choice between re-routing at the earliest opportunity and at no additional cost or reimbursement of the ticket price to be paid in full within 7 days. Assistance in the form of snacks, meals, refreshments proportionate to the length of the delay, provided they are available or can reasonable be supplied. If required due to long delay you are entitled to accommodation on board or ashore up to a cost of €80 per night for a maximum of 3 nights. A carrier is not obliged to provide accommodation where the delay is caused by severe weather conditions endangering the safe operation of the ship or by other extraordinary circumstances.


Was your journey...

If delayed/cancelled, were you informed about the fact that your journey was cancelled?


Were you informed about the reason why your journey was delayed/cancelled?


Did you receive the assistance requested from the carrier or the operator at the port free of charge?
What kind of assistance has been provided to you (for free)?











Were you offered a choice between a reimbursement OR a re-routing to your final destination?











Additional explanation or remarks

Improper assistance or lack of assistance for disabled passengers or passengers with reduced mobility

All passengers have a right to adequate information throughout their travel, including information on ticket price, circumstances of your journey on departure and at appropriate stages of your journey. Information about your passenger rights, contact details of the National Enforcement bodies, conditions of access to transport for disabled persons and persons with reduced mobility. In the event of cancellation or delay, passengers must be informed of the delay no later than 30 minutes after the scheduled time of departure and be informed of the estimated departure and arrival time as soon as the information becomes available


As a passenger needing special assistance or a disabled person or a person with reduced mobility (please tick the relevant boxes below):

Did you notify the carrier or the operator at least 48 hours before the assistance was needed?

Did you receive confirmation of the assistance to be provided?

Were you informed about your rights and the access conditions in an accessible format?

Were you provided with the specified assistance in a timely and satisfactory manner?

Did you present yourself at the port or at the designated point at the latest at the time stipulated or agreed with the operator (or if no such time: not later than 60 minutes before the published departure time of the journey)?

Did you present yourself at the port or at the designated point at the latest at the time stipulated or agreed with the operator (or if no such time: not later than 60 minutes before the published departure time of the journey)?

Were you denied boarding?

Were you given an explanation as to why you were denied boarding?

Were you denied boarding for reasons other than for fulfilment of safety requirements established by international, Union or national law or impossibility of safe embarkation, disembarkation or carriage due to the design of the passenger ship, port infrastructure and equipment or port terminal?

Please specify*
Were you discriminated on the grounds of disability or reduced mobility?




Other reason (please specify)*
Did you suffer as a passenger any loss or damage to your mobility equipment during the journey?

Was the carrier or the operator at fault or negligent?

Were you provided with temporary replacement equipment / suitable alternative in the interim?

Did you receive any relevant compensation / was the mobility equipment repaired at the expense of the carrier or terminal operator?



Additional explanation or remarks

Compensation in the event of delay/long delay on arrival to final destination

If you are seeking compensation for the delay in arrival at your destination, please fill out the following:

How long was the delay in arrival at your destination?







Did you receive compensation from the carrier for delay in arrival?




Additional explanation or remarks

Non-discrimination

You are protected against discrimination based on your nationality, place of residence or disability when you purchase a ticket and during travel.


Were you provided with a ticket?


Did you face as a passenger a fare discrimination policy based on nationality or residence or as a disabled person / person with reduced mobility?


Other reason (please specify)*
Did you have access to tickets sold by carriers or ticket vendors who are established outside of your country of residence at the same price and terms and conditions as persons living in that other country?


Did you present yourself at the port or at the designated point at the latest at the time stipulated or agreed with the operator (or if no such time: not later than 60 minutes before the published departure time of the journey)?

Were you denied boarding for reasons other than overbooking?

Please specify the name and address of the ticket vendor and the reasons that were given to you, if any.
Additional explanation or remarks:

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