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Monitored Complaint

Flight complaint    >>>   Submit now!

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The first non-governmental organisation representing European air passengers. We monitor air travel services in the European Union.



We are the first and unique organisation within EU monitoring air services and products all kinds of air passengers’ opinions, reported to us on-line. Therefore we can propose and influence legal changes to EU consumer protection and aviation law. We can also come up with practical initiatives and solutions. For example, in order to allow air passengers execution of their rights in time-efficient and friendly way, we established an online mediation body (Alternative Dispute Resolutions). We can mediate between passenger and airline, if both parties agree. We promote the services and products to enhance air passenger experience. We do like innovative solutions most!




Since we are non-profit and independent organisation, we need to finance our activities from individual donations. Therefore we invite you to join our passengers’ association, now. We will provide you with useful information and we can also support us, while you are about to submit feedback to the airline. In return you can benefit from on-line complaint at e-platform.


Submit an on-line feedback to the airline via professional e-platform. We will monitor your it. For more information click on the picture below.


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In order to save you time and efforts from reading complicated airlines’ rules & regulations, you can use simplified and automated process for submitting feedback. There is a user friendly, intuitive tool for managing air passenger feedback, now. In addition, it is monitored by us online.


To submit your online feedback directly to an airline, please follow these three steps. It takes you 4 minutes and everything is done.


# fill in the feedback form at the e-platform

# pay via electronic system for monitoring your online feedback to the airline

# confirm your entry (by clicking on the activation link or paste the code provided in the email which you will receive at your private e-mail account. It may sometimes happen that the confirmation goes to Spam, so please check your Spam box)


Together we can achieve more
Join us today (membership fee only 20EUR – 70 PLN) or become an individual donor by transferring the amount of your choice to our account:

28 2130 0004 2001 0654 8325 0001

or through our electronic payment system
Join now!


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Friendly Flying in...

12 May 2017

Friendly Flying, as a member of European Passenger Federation (EPF), took part in an European Parliament Hearing. The meeting was held on the 4th of May in Brussels and organized by the European Technology & Travel Services Association (ETTSA). Three Members of Parliament were listening to consumer and travel operator experts. Approximately 50 guests in the audience had a chance to listen to the panelists discuss problems like airline passengers’ rights, transparency in airline business, consolidation, mergers and their implications, as well as news from the field – what do the consumers/passengers need, what problems do they have, how should we help them and how to facilitate the enforcement of the existing and new-coming regulations. The parliament members seemed very much interested in the presented opinions and recommendations. Friendly Flying will be present in Brussels until the end of this year in order to talk and  bring changes to the enforcement of passengers’ rights, push the execution of airlines’ duties to inform passengers on their rights, influence the strategy decisions and make air travel business more friendly to all consumers and passengers.   Keep your fingers crossed ! :)  

Passengers’ ...

25 June 2016

The European Commission published on 15th June 2016 new interpretative guidelines towards applicable regulation on air passengers rights. Some recommendations are fully in line with remarks submitted by our organization. Firstly, there is no limit to lodge a complaint by a passenger in any official EU language. For example, to any airline flying from / to Poland a passenger has the right to write a complaint in Polish! Secondly, the air carrier should respond to the complaint within two months. This is a result of presentation of the report made by the Friendly Flying on execution of air passengers rights in 2015, followed by months of our engagement in work at the European level. We thank all who signed our petitions and supported us in various ways. It led us to strengthen air passenger rights in EU. Together we can do more!

Upgrade your fligh...

14 May 2016

The legroom for air passengers is shrinking, now. For passengers, who look for more comfort during the flight, there is a good news. The solution has been recently available. The innovative product named Spacerseat (invented by a Pole). Thanks to the solution you can increase space for your knees with an additional 5 cm, and the legroom for an additional 14 cm. And the passenger experience during the flight becomes much more comfortable. The Spacerseat can be taken as hand luggage. You can provide yourself a comfortable legroom once and for ever. Without having to pay additional fees for choice of seating arrangement or purchase more expensive tickets in the upper class cabin, for example "Premium Economy". The donors and members of our association can benefit from a discounted coupons of 15 Euro, while buying Spacerseat on-line. If you wish to receive a coupon, you will need to register and send us a message via the Friendly Flying online system. Enjoy a more comfortable seating in the plane with Spacerseat!


 As a result of our monitoring of air travel services and handling out-of-court resolution, we have decided to introduce for the first time in 2015 the title of “Passenger Friendly Airline”. We have examined the way the airlines manage the relations with their passengers in case of complaints are received and especially to make sure whether the process is run in dialogue with passengers. The goal of such title is to enhance quality standards and good practices within customer relations, and support introduction of new model for Alternative Dispute Resolution in the European Union, including aviation sector. We are pleased to announce the title in 2015 goes to Ryanair!



The European Parliament voted for enforceable air passenger rights on 5th of February 2014. This decision also resulted from our on-line campaign “NO” to limit air passengers rights! We said “NO” to wait on board of the plane for 5 hours in case of tarmac delay, suspend passenger right to claim compensation at delays from 3 hours and weaken the passenger right to assistance in extraordinary circumstances. Thanks to decision of the European Parliament, delayed or stranded air passengers would be likelier to win compensation, and airlines would get clear rules on how to deal with passenger complaints, under a draft law voted by the Parliament. This vote constituted the European Parliament’s first reading position.