Arbitration request ship

If you have a complaint about an infringement of your passenger rights set out in Regulation (EU) No. 1177/2010, please contact the transport company in writing (or by fax/e-mail/web form) first.

If the company doesn’t send you a first response within one month or a final response within two months or if it doesn’t respond to your complaint in a satisfying way, the apf may open an arbitration proceeding in order to enforce your rights.

If you would like to submit a complaint to the apf, please use our complaint form, which you can download here.

If possible, please send the fully completed form and copies of all necessary documents (tickets, correspondence, receipts) attached by e-mail to

Our complaint form can be filled out on the computer; all entered data can be saved. A signature is only required if you print the form and send it by mail:

Agency for Passenger Rights (apf)
Ship department
Linke Wienzeile 4/1/6
A-1060 Vienna Austria

This page is part of the EU quality network (Your Europe). Please give feedback about the process on this website to the European Commission: