Delayed flight or a travel problem
Delayed or cancelled flight, package holiday, train or bus: who to complain to (ANAC, AMT, Turismo de Portugal).
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Delayed or cancelled flight, or denied boarding
Who to contact: ANAC
What to do
- Complain to the airline first. Official source ↗
- If the airline does not reply within six weeks or the reply is unsatisfactory, the complaint goes to the civil aviation authority. Official source ↗
- For the ANAC complaint, have the complaint sent to the airline, the reply and a copy of the booking. It can be in Portuguese or English. Official source ↗Official source ↗
- The ANAC form is for denied boarding, downgrading, cancellation or long delay. Official source ↗
- ANAC applies to flights departing from Portuguese airports. Official source ↗
- In the situations covered by the Regulation, the airline must offer meals and drinks and, if needed, hotel accommodation free of charge. Official source ↗
- ANAC does not decide compensation or refunds: you can use judicial or out-of-court means. Official source ↗Official source ↗
What to prepare
- Keep a copy of the booking, the complaint sent to the airline and its reply. Official source ↗
Deadlines and timing
- A refund must be offered within seven days when the passenger chooses it. Official source ↗
Costs
- The compensation under Regulation (EC) 261/2004 is 250 euros (flights up to 1500 km), 400 euros (intra-EU flights over 1500 km and others between 1500 and 3500 km) or 600 euros (all others), in the cases where the regulation refers to that article. Official source ↗Official source ↗
- For an arrival delay of three hours or more there is a right to compensation unless it is due to extraordinary circumstances. Official source ↗
Baggage, ticket or booking change
Who to contact: ANAC
What to do
- Start by complaining to the airline. Official source ↗
- With no reply or an unsatisfactory reply, contact the European Consumer Centres. Official source ↗
- The complaints book is mandatory for service providers dealing with the public; ANAC monitors compliance in the air sector. Official source ↗
Rights of a person with a disability or reduced mobility
Who to contact: ANAC
What to do
- The complaint is made first to the airport operator or the airline. Official source ↗
- With no reply in 6 weeks or an unsatisfactory reply, you can complain to ANAC up to 3 years after the flight date. Official source ↗
Deadlines and timing
- Complaint to ANAC: up to 3 years from the flight date. Official source ↗
Package holiday or travel agency
Who to contact: Turismo de Portugal
What to do
- Complain in the complaints book or in writing to the travel agency, Turismo de Portugal, ASAE, the Directorate-General for Consumers or a consumer arbitration centre. Official source ↗
- After complaining, you can ask the Arbitration Commission, which reviews possible use of the Travel and Tourism Guarantee Fund, through the Turismo de Portugal portal. Official source ↗Official source ↗
- Supported consumer arbitration centres handle disputes about the purchase of holiday packages (travel agencies). Official source ↗
Deadlines and timing
- The complaint must be made within 60 working days of the end of the trip, the cancellation or the moment you learned the trip could not take place. Official source ↗
- With a timely complaint, the Arbitration Commission can be called up to two years after the situation that caused it. Official source ↗
Train or bus: delay or cancellation
Who to contact: AMT
What to do
- Complain in the operator's complaints book (paper or electronic). The operator must reply within 15 working days. Official source ↗
- With no reply or doubts about it, you can contact the AMT through the available forms. Official source ↗
- The AMT User Portal lets you submit information requests or complaints. Official source ↗
- By train, there is a refund or rerouting for cancellation or a delay of more than 60 minutes. Official source ↗
- By bus, the rules on delay and cancellation apply to services of 250 km or more. Official source ↗
Deadlines and timing
- Operator: reply within 15 working days. Official source ↗
Costs
- Train: compensation of 25% of the ticket price for delays of 60 to 119 minutes and 50% for delays of 120 minutes or more. Official source ↗
- Bus (services of 250 km or more): compensation of 50% of the ticket price for a delay of over 120 minutes, cancellation or no offer of rerouting or refund. Official source ↗Official source ↗
Last checked: 6 November 2026