Lodging a complaint with the Directorate for Consumer Protection
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Summary:
As a traveller within the European Union (travelling by plane, train, bus, coach or boat), you have rights that you can exercise in the event of an incident. If this incident falls within the remit of the Luxembourg Directorate for Consumer Protection (Direction de la protection des consommateurs), you may, under certain conditions, file a complaint online via MyGuichet.lu.
As an air passenger, you must first file a claim with the airline. Only if the airline does not respond within 2 months or if the response is unsatisfactory can you file a complaint with the Directorate for Consumer Protection.
Air passengers
You will find more detailed information about your rights as an air passenger in the explanatory information page on this subject.
If you have experienced an incident during your flight departing from Luxembourg airport or arriving from a third country with a direct destination at Luxembourg airport, you must first contact the airline operating the flight concerned.
You can only file a complaint with the Luxembourg Directorate for Consumer Protection if the airline has not responded within 2 months of you contacting them, or if you feel that the response is unsatisfactory.
You can file a complaint with the Directorate for Consumer Protection in the following cases:
- significant delays of at least 2 hours;
- denial of boarding;
- downgrading;
- cancellation.
You can lodge your complaint:
- online via MyGuichet.lu (with or without authentication), which is the preferred option whenever possible;
- by email to passagers@mpc.etat.lu;
- by post to the following address:
Direction de la protection des consommateurs – Plaintes des passagers
271, route d’Arlon
L-1150 Luxembourg-Ville.
You will find the link to the MyGuichet.lu procedure and the form to fill in under 'Online services and forms'.
Persons with disabilities or reduced mobility may lodge a complaint with the Directorate of Civil Aviation.
Rail passengers
You will find more detailed information about your rights as a rail passenger in the explanatory information page on this subject.
You will find more detailed information about your rights as a rail passenger in the explanatory information page on this subject.
If you feel that your rights have not been respected, you should first contact your rail carrier. The first contact must be made within 3 months of the trip.
When the carrier receives your claim, they may require you to return:
- your ticket;
- your luggage registration voucher;
- your carriage voucher.
Within one month, the carrier must:
- give a reasoned response; or
- where appropriate, inform you of the date by which you can expect a definitive answer.
You must receive a definitive answer within 3 months of the initial contact.
If the rail carrier or rail terminal operator has not responded to you within the specified time limit or if you consider the response to be unsatisfactory, you can lodge a complaint with the Luxembourg Directorate for Consumer Protection.
You can lodge your complaint:
- online via MyGuichet.lu (with or without authentication), which is the preferred option whenever possible;
- by email to passagers@mpc.etat.lu;
- by post to the following address:
Direction de la protection des consommateurs – Plaintes des passagers
271, route d’Arlon
L-1150 Luxembourg-Ville.
You will find the link to the MyGuichet.lu procedure and the form to fill in under 'Online services and forms'.
The Directorate for Consumer Protection may issue a warning or an administrative fine to the rail carrier.
You, or your beneficiaries, may also take legal action if you disagree with the outcome of your complaint. Judicial proceedings, in this case, are subject to the laws and regulations of the State in which the claim arises.
Bus or coach passengers
You will find more detailed information about your rights as a bus or coach passenger in the explanatory information page on this subject.
If you feel that your rights have not been respected, you can first contact the bus or coach company. The first contact must be made within 3 months of the trip.
Within one month, the company must:
- give a reasoned response; or
- where appropriate, inform you of the date by which you can expect a definitive answer.
You must receive a definitive answer within 3 months of the initial contact.
Bus or coach companies often provide a complaint form directly on their website or at the ticket office.
If the company has not responded to you within the specified time limit or if you consider the response to be unsatisfactory, you can lodge a complaint with the Luxembourg Directorate for Consumer Protection.
You can lodge your complaint:
- online via MyGuichet.lu (with or without authentication), which is the preferred option whenever possible;
- by email to passagers@mpc.etat.lu;
- by post to the following address:
Direction de la protection des consommateurs – Plaintes des passagers
271, route d’Arlon
L-1150 Luxembourg-Ville.
You will find the link to the MyGuichet.lu procedure and the form to fill in under 'Online services and forms'.
Ship passengers
You will find more detailed information about your rights as a ship passenger in the explanatory information page on this subject.
If you feel that your rights have not been respected, you can first contact:
- the carrier;
- the tour operator;
- the travel agent; or
- the terminal operator.
The first contact must be made within 2 months of the incident.
Within one month, the company must:
- give a reasoned response; or
- where appropriate, inform you of the date by which you can expect a definitive answer.
You must receive a definitive answer within 2 months of the initial contact.
If the organisation you contacted has not responded to you within the specified time limit or if you consider the response to be unsatisfactory, you can lodge a complaint with the Luxembourg Directorate for Consumer Protection.
You must file your complaint with the Directorate for Consumer Protection within 3 months of the incident.
The Directorate for Consumer Protection is the competent authority for complaints concerning:
- passenger transport services and inland-waterway cruises departing from ports in Luxembourg;
- passenger transport services from countries outside the European Union and arriving at a port in Luxembourg.
The Directorate for Consumer Protection then has a maximum of 3 months from the date of receipt of the complaint to communicate its decision to the organisation against which the complaint is being brought, as well as to the plaintiff. It can impose administrative sanctions on the organisation which violated the passengers' rights.
You can lodge your complaint:
- online via MyGuichet.lu (with or without authentication), which is the preferred option whenever possible;
- by email to passagers@mpc.etat.lu;
- by post to the following address:
Direction de la protection des consommateurs – Plaintes des passagers
271, route d’Arlon
L-1150 Luxembourg-Ville.
You will find the link to the MyGuichet.lu procedure and the form to fill in under 'Online services and forms'.
Please note that, as Luxembourg has no sea ports in its territory, there is no designated authority to deal with complaints regarding the transport of passengers by sea.
Online services and forms
Who to contact
Direction de la protection des consommateurs Plaintes des passagers
- Address:
- 271, route d’Arlon L-1150 Luxembourg Luxembourg
- Email address:
- passagers@mpc.etat.lu
Related procedures and links
Procedures
Additional information
on the website of the Directorate for Consumer Protection
