If your passenger rights have been violated, you can report this to the FOCA: All you have to do is complete the corresponding online form, sign it and send it to the address indicated below. Please also enclose a copy of your flight booking and official identification document (e.g. passport or identification card). If you have not yet contacted the airline directly, please do so without delay, because we will also need a copy of your correspondence with it.
You are denied boarding aganist your will, downgraded or your flight has been cancelled or delayed considerably.
FOCA is the competent national enforcement body in case: a) The incident took place at an airport situated in Switzerland or b) the incident concerned a flight with a departure from an airport located in a third country (not a EU Member State) with scheduled arrival at an airport situated in Switzerland and the operating air carrier of the flight concerned was a carrier of Switzerland or EU
The incident took place a) at an airport situated in a EU Member State or b) the incident concerned a flight with a departure from an airport located in a third country (not a EU Member State) with scheduled arrival at an airport situated in an EU Member State and the operating air carrier of the flight concerned was a carrier of Switzerland or EU. FOCA will transfer the form to the European national enforcement body competent to treat the case. If you want to directly contact the competent national enforcement body in Europe, please find the list under the following link: Country List
"EU / European Union" includes in this context, in addition to the EU Member States, also Switzerland, Iceland and Norway
We kindly ask you to fill in one report form per person and per flight segment. Please note that you can choose, after the print command, the option "additional persons" to create another form for persons travelling with you
The form can not be used for your complaint if :
- The incident concerned a flight with a departure outside the European Union (EU) (including Switzerland, Iceland and Norway) to an airport situated in the EU (including Switzerland, Iceland and Norway) and the operating air carrier of the flight concerned was not a carrier of the EU (including Switzerland, Iceland and Norway)
- EU excludes the Faroer Islands, the Isle of Man and the Channel Islands
- If the flight dates back more than 1 year, we will normally not open a procedure against the airline.
Since our aim is help protect your rights as a passenger, our service is free of charge. Unlike commercial service providers, we do not make any deductions from the amount paid directly to you by the airline.
Information concerning reports by Claim Agencies
On a European level it was noted that certain Claim Agencies committed infringements on consumer protection, marketing and data protection law. In order to prevent misuse and for reasons of passenger protection, FOCA requests new requirements.
Please be advised that the passenger can submit a report to FOCA directly and without needing a representation. Read more (PDF, 166 kB, 29.03.2018).
Last modification 04.07.2022
Federal Office of Civil Aviation FOCA
+41 58 465 95 96
(Weekdays from 2.00 to 4.00 pm)