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Human Environment and Transport Inspectorate Ministry of Infrastructure and Water Management
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Report a complaint about air passenger rights

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Introduction

 
 

What do you report with this form?

With this form, you can report an alleged violation by the airline or airport in one of these situations:


  • Assistance in case of reduced mobility or handicap.
  • You experienced a delay of more than 3 hours, for example due to a missed connecting flight.
  • Your flight was cancelled.
  • You were denied boarding.
  • You were upgraded or downgraded on a flight.

Who can report?

Passengers who are dissatisfied with the outcome of their complaint by the airline or the airport. You can only report a complaint if your flight took place less than 1 year ago.

What happens with your report?

1. Complaint about a delay, cancellation or changes to your cabin class
The ILT registers your complaint as an alert signal. Your complaint is not individually handled or investigated. After you filed a complaint:

  • You receive information about your rights and the steps to take.
  • In case of a delay or cancellation, the airline receives a copy of your report to the ILT, so the airline knows that you have approached ILT. The airline might contact you again after the notification of your report to the ILT. However, this is not mandatory.

You will not receive a follow-up message on what happens with your signal. The ILT registers signals to monitor if airlines comply with the rules on passenger rights and can take enforcement measures in case of systematic infringement. Your signal is therefore important.


2. Complaint about assistance in case of reduced mobility or handicap or denied boarding
The ILT investigates your complaint and requests information from the airport or airline. The ILT cannot recover damages or claim compensation on behalf of passengers. The ILT can, however, impose a fine on the airline if rules are being violated. The ILT informs you within 6 months about the outcome of your complaint.

Financial compensation

The ILT cannot take action in individual complaints about financial compensation from the airline. In the Netherlands, requests for compensation can only be claimed via national court. You can also try Alternative Dispute Resolution or inform you legal insurance or travel insurance for assistance in this matter.

Which attachments are necessary?

  • For complaints concerning a delay, cancellation or denied boarding: all correspondence with the airline and a copy of the confirmed booking.
  • For complaints concerning passengers with reduced mobility or handicap: attachments are not mandatory.

Please note: do not send copies of identity documents, such as passports or medical sensitive documents.


The ILT uses your personal data for the registration or handling of your complaint and possible sanctioning of a company, in case of an infringement. More information about the process can be found on the website of the ILT.

 
 
 
 

Form instructions

  • Please complete this form in English.
  • Fields marked with * are required.
  • If you are not logged in to MijnILT, you can only save your progress manually. Click ‘Save’ to download a file containing your completed information. If you want to continue later, click ‘Open’ and upload this file.

Please note: if you do not use the form for more than 12 minutes, your session will time out and you will need to start again. Make sure to save the form regularly.

Publication date

26-02-2026

 
 
 
 
 
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Submit your details manually.

 
 

You work for an organisation. Submit your application or notification through MijnILT (in Dutch).