Have you been denied boarding on a flight?
Has your flight been cancelled or delayed?
The Cyprus Department of Civil Aviation is the National Enforcement Body of Cyprus for (EC) 261/2004 on compensation and assistance to passengers in the event of denied boarding and of cancellations or long delays of flights.
We process claims concerning flight disruptions in instances where:
1. A flight operated by any air carrier is scheduled to depart from one of our two International Airports (Larnaka /Pafos);
2. A flight operated by a Community air carrier departs from a third country and is scheduled to arrive at one of our two International Airports.
We do not process claims concerning flight disruptions in instances where:
1. A flight operated by a non Community carrier is scheduled to depart from a third country. Such cases are not covered by the regulation.
2. A flight operated by a Community air carrier departs from a Member State, other than Cyprus. In such cases, complaints must be submitted to the competent National Enforcement Body of that Member State from which the flight was scheduled to depart.
In order to locate the competent National Enforcement Body Click Here:
Denied boarding means a refusal to carry passengers on a flight, although they have presented themselves for boarding, except where there are reasonable grounds to deny them boarding, such as reasons of health, safety or security, or inadequate travel documentation;
Cancellation means the non-operation of a flight which was previously planned and on which at least one place was reserved.
Delay, for compensation purposes, means reaching the final destination with a delay of three hours or more.
Delay, for the purpose of reimbursemt/re-routing and right to care, is when an operating air carrier reasonably expects a flight to be delayed beyond its scheduled time of departure:
(a) for two hours or more in the case of flights of 1 500 kilometres or less; or
(b) for three hours or more in the case of all intra-Community flights of more than 1 500 kilometres and of all other flights between 1 500 and 3 500 kilometres; or
(c) for four hours or more in the case of all flights not falling under (a) or (b),
The Regulation applies to:
(a) passengers departing from an airport located in the territory of a Member State to which the Treaty applies;
(b) passengers departing from an airport located in a third country to an airport situated in the territory of a Member State to which the Treaty applies, unless they received benefits or compensation and were given assistance in that third country, if the operating air carrier of the flight concerned is a Community carrier.
Please follow the below steps in order to file a complaint with the Department of Civil Aviation:
1. Download and fill out the below EU Passenger Complaint Form:
eu complaint form en
2. Attach your original booking
3. Attach all written correspondence between yourself and the airline. In the case that a written complaint has not been submitted to the airline, make sure to do so, and give the airline 8 weeks to reply, before contacting us.
4. Send above to: firstname.lastname@example.org
Deadline for submitting a claim:
There is not deadline for submitting a claim
When to expect a final opinion
A final opinion drawn by the Cyprus National Enforcement Body can take between three and nine months. The claimant will be notified accordingly.
Point of Contact:
Phone: 24008300, 24008284
- Travelers with reduced mobility
- Air passenger rights
- Air Security
- What can you take with you
Regulation (EC) 1107/2006 concerning the rights of disabled persons and persons with reduced mobility when travelling by air.
1. Which passengers does the Regulation apply to.
This Regulation applies to disabled persons or Persons with Reduced Mobility (PRMs). A PRM is a passenger whose mobility when using transport is reduced due to any physical disability (sensory or locomotor, permanent or temporary), intellectual disability or impairment, or any other cause of disability, or age, who needs appropriate attention and adaptation of the service made available to all passengers, to his or her particular needs.
2. Rights provided for by the Regulation.
(a) The Regulation provides for the protection of and provision of assistance free-of-charge to disabled persons and persons with reduced mobility, travelling by air, both to protect them against discrimination and to ensure that they receive assistance.
(b) This means that an air carrier or its agent or a tour operator shall not refuse the following, on the grounds of disability or of reduced mobility:
(i) To accept a reservation for a flight departing from or arriving at an airport to which this Regulation applies;
(ii) To embark a disabled person or a person with reduced mobility at such an airport, provided that the person concerned has a valid ticket and reservation.
•For reasons of safety.
•If the size of the aircraft or its doors make the embarkation or carriage of that disabled person or person with reduced mobility, physically impossible.
In either of these situations, the person affected must be immediately informed of the reasons. Reasonable efforts must be made to offer that person an acceptable alternative. Persons who were denied boarding for these reasons have the right to reimbursement or re-routing according to Regulation (EC) No 261/2004.
3. Factors to be taken into consideration when assessing whether a passenger constitutes a PRM (Passenger with Reduced Mobility).
These include age, obesity and pregnancy but exclude Unaccompanied Minors.
4 . Is it admissible to request proof from disabled persons and persons with reduced mobility about their medical condition?
(a) No. The Regulation does not impose any obligation on disabled persons and persons with reduced mobility to provide evidence of their disability or reduced mobility (whether medical or other) in order to justify the assistance requested.
(b) Airlines do not have to provide help with eating or taking medication during a flight. If a passenger needs this type of assistance, for example during a longer flight, airlines might request that they be accompanied by another person.
5. Claiming your rights.
(a) If you have problems getting assistance while travelling, you should tell the airport authorities or the airline concerned.
(b) Each member-state has designated a Body or Bodies responsible for the enforcement of this Regulation as regards flights departing from or arriving at airports situated in its territory. Where appropriate, this Body or Bodies shall take the measures necessary to ensure that the rights of disabled persons and persons with reduced mobility are respected.
(c) The Department of Civil Aviation is the National Enforcement Body in Cyprus for the enforcement of the rights and obligations provided for by Regulation (EC) 1107/2006 concerning the rights of disabled persons and persons with reduced mobility when travelling by air.
(d) We process claims concerning flight-disruptions in instances where:
(i) Your flight is within the EU and is operated either by an EU or a non-EU airline.
(ii) Your flight arrives in the EU from outside the EU and is operated by an EU airline.
(iii) Your flight departs from the EU to a non-EU country operated by an EU or a non-EU airline.
(e) Click on the following link in order to access the competent National Enforcement Body: 1107_national_enforcement_bodies.pdf
6. The Right to Compensation.
Article 12 of the Regulation permits the owner of the mobility equipment to seek compensation in case of loss or damage during handling at the airport or during transport on board an aircraft.
7. Further info.
(a) Please submit your complaint to the Cypriot NEB using the form attached. All contact-details are to be found at the end of this form.
(b) There is no deadline for submitting a claim.
(c) You may access the following link for further information regarding your rights: Guidelines for people with reduced mobility when travelling by air
Department of Civil Aviation
27 Pindarou Street
POB 1429 Nicosia
Tel.: 22 404102 ή 197
Fax.: 22 766552
E - mail: email@example.com