Where to complain / Poland
EU261 national enforcement body · 2 airports on this site
EU261 complaints in Poland
When an airline turns down an EU261 claim for a flight that left Poland, the complaint goes to Passengers' Rights Ombudsman (the body the European Commission lists for passenger complaints). On this site that covers 5 routes from Kraków KRK and Warsaw WAW.
- 1Poland airports 2
- 2Routes on this site 5
- 3Longest KRK–ORD
- 4Bodies listed 2
The body the Commission lists for Poland
Passengers' Rights Ombudsman — Passenger complaints.
Email as listed: pasazerlotniczy@ulc.gov.pl.
President of the Civil Aviation Authority, Commission on Passengers' Rights — Enforcement.
Email as listed: kopp@ulc.gov.pl.
Poland is one of the countries that splits the job between 2 bodies. A passenger's own complaint about a delay or cancellation goes to Passengers' Rights Ombudsman; President of the Civil Aviation Authority, Commission on Passengers' Rights handles enforcement.
These are the details printed in the European Commission's list of national enforcement bodies, updated 13 July 2026. The body's role, in the Commission's words, is "to verify that transport operators are treating all passengers in accordance with their rights".
Which flights Poland's body handles
The Commission's complaint-handling procedure splits the work between countries by where the flight leaves from: "A NEB is competent for the complaints related to delays or cancellations of flights departing from its territory". Each body also takes "flights from a third country to its airports". For Poland that means:
- Every departure from KRK or WAW, on any airline, because EU261 covers every flight leaving an EU airport (Article 3(1)(a)).
- Arrivals into Poland from outside the EU on an EU-licensed airline (Article 3(1)(b)). On this site: Chicago to Kraków, London to Warsaw, New York to Warsaw, Chicago to Warsaw.
Routes on this site that touch Poland
5 routes: 1 within Poland, 1 to the UK, 3 to the US, from 246 km (WAW–KRK) to 7,607 km (KRK–ORD). The EU261 amount follows the distance: 2 pay €250 and 3 long-haul pay €600, for arriving 3+ hours late when the airline is at fault.
| Route | Distance | EU261 | Leaving Poland | Arriving in Poland |
|---|---|---|---|---|
| KRK – Chicago ORD | 7,607 km | €600 | This body | This body, EU airlines only |
| WAW – Kraków KRK | 246 km | €250 | This body | This body |
| WAW – London LHR | 1,469 km | €250 | This body | This body, EU airlines only |
| WAW – New York JFK | 6,848 km | €600 | This body | This body, EU airlines only |
| WAW – Chicago ORD | 7,519 km | €600 | This body | This body, EU airlines only |
Before you complain: claim from the airline
The body is the second step. Write to the operating airline first, using its own claim form or customer-relations address. The European Commission's Your Europe guidance says that if the airline does not reply within 2 months, or the reply is unsatisfactory, the complaint can go to the national body. Under the bodies' shared procedure, the body sends the case to the airline and asks for a reply within at least 6 weeks; it expects clear cases to take 3–4 months and complex ones about 6.
Airlines based in Poland: LOT Polish Airlines. LOT Polish Airlines averaged 9.7 complaints to Canada's transport regulator per 100 flights to and from Canada between October 2024 and September 2025.
The time limit for going to court instead follows Poland's own law (Moré v KLM, C-139/11); this site has not checked each country's statute. If the operating airline is British, a flight from Poland to the UK can also fall under UK261 — see the UK261 page.
Sources: European Commission: National Enforcement Bodies under Regulation (EC) No 261/2004 (updated 13 July 2026); European Commission: NEB-NEB complaint handling procedure under Regulation 261/2004 (version February 2019); Your Europe: air passenger rights; Regulation (EC) No 261/2004 (EUR-Lex). Checked 2026-10-21. General information, not legal advice.