Air passenger rights
The Civil Aviation Authority the Netherlands (CAA NL), part of the Human Environment and Transport Inspectorate (ILT) ensures that airlines in the Netherlands comply with air passenger rights as laid out by the European Union (EU).
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Rights when flying with reduced mobility
If you have reduced mobility and are you travelling by aeroplane you are entitled to free assistance at airports in the EU and during the flight. If you are not satisfied with the assistance provided at the airport or during the flight, you should first submit a complaint to the airline, travel agent or airport. If you are unable to resolve the issue with them, you can submit your complaint to CAA NL. Read more about your rights if you have reduced mobility and are travelling by air.
Rights in the event of denied boarding
If the airline refusing to allow you to board a flight for which you have a confirmed booking this constitutes "denied boarding". You can submit a complaint about this to the airline. If you are unable to resolve the issue with them, you can submit your complaint to CAA NL. Read more about your rights in the event of denied boarding.
Rights in the event of flight delay or cancellation
If your flight been delayed or cancelled you may be entitled to compensation and assistance from the airline. If you have a complaint or request for financial compensation in the event of a delay or cancellation, submit your complaint or claim to the airline. CAA NL does not handle individual compensation requests. However, CAA NL can take measures against airlines that violate the law. For example, by imposing a fine. Read more about your rights in the event of flight delays or cancellations.
The EU's Passenger Rights app
The EU's Passenger Rights app allows you to quickly see what your rights are as a passenger. The app provides information for passengers travelling by aeroplane, ship, train, bus and coach in the EU. The app is available in 25 languages.
You can download the Passenger Rights app for Android or Apple iOS:
Read more about air passenger rights in the EU.
European Accessibility Act
The ILT has been overseeing the digital accessibility of passenger transport services by air, rail, bus and water in the Netherlands since 28 June 2025. As laid out by the European Accessiblity Act, the ILT assesses the user-friendliness of websites, apps, electronic tickets, information provision and self-service terminals for people with disabilities. Read more about digital accessibility in transport.
Publication of fines issued by CAA NL
CAA NL publishes which airlines have been fined or otherwise penalised for violating passenger rights (in Dutch) in the Staatscourant.