How to correctly request assistance from the airline

Direct complaint to the airline

The first step is to fill out the official complaint form on the airline's website, attaching from the first submission your boarding pass, receipts, and all relevant documentation. Indicating precisely the flight number, date, and exact circumstances of the service failure avoids clarification requests that lengthen response times.

When and how to involve the authority

If the airline does not respond within six weeks of receiving the complaint, or responds with insufficient reasons, you can submit the same complaint to ENAC at the competent airport office (the one at the airport where the service failure occurred, or the landing airport for cases occurring in third countries). The complaint can be filed within two years of the flight, but several airlines refuse to handle cases opened more than six months after the service failure: it is therefore advisable to act well before the legal deadline.

Alternatives: online platforms and legal advice

Specialized online complaint platforms handle the case on behalf of the passenger by retaining a percentage of any compensation obtained, a convenient option for those who do not want to follow the process personally. For significant amounts, or when the airline repeatedly denies a right clearly provided by regulations (for example, compensation for flight cancellation), it is worth getting preliminary legal advice to verify the merit of the claim before proceeding.

Keep your boarding pass, receipts, and all communications from the first day, and note the six-week deadline: it is the threshold that triggers the right to turn to ENAC.