Complaints about experiences at Copenhagen Airport
Copenhagen Airport has an ambitious service strategy which means that we work intensely and focused on maintaining and strengthening the service experience for all our customers in the airport and in particular the passengers.
Should you, however, have had a bad experience in connection with your trip from Copenhagen Airport, you have the right to submit a complaint by contacting Copenhagen Airport’s Customer Service by telephone +45 32 31 32 31 or via the contact form.
Category
Use the the category "complaint". Then describe the incident as detailed as possible.
Sub category
If your complaint concerns your experience in the Security Check and you have received a contact card from the Security, we kindly ask you to enter all the information from the card into the contact form and choose "Security" in the sub category.
You can also submit a complaint even if you did not address the incident when you passed through the Central Security Check – just contact our Customer Service as described above, with as much information as possible.
When you contact us via the contact form you can expect to receive a written response within 7 days. Please be aware, though, that the final response in some cases may take longer should the case handling, for instance, require a review of the airport’s video recordings of the incident.
Information on your complaint options
You are always welcome to contact CPH if you have any complaints about a service that you purchased from CPH. You will find the contact details on your order confirmation and in the terms and conditions for online booking.
If you cannot reach an agreement with CPH and if you are a consumer, you may lodge a complaint with the Centre for Complaint Resolution (“Center for Klageløsning”) at the address of Nævnenes Hus, the Mediation Team for Consumer Complaints, Toldboden 2, 8800 Viborg, Denmark. You can lodge the complaint with the Centre for Complaint Resolution via the Portal for Nævnenes Hus, which can be found her.
The Mediation Team will try to solve the dispute via mediation, however if no common solution can be reached via the mediation, you may lodge the complaint with the Danish Consumer Complaints Board. As a starting point, it is a prerequisite for filing a complaint that the service that you want to complain about has costed at least DKK 1,110 and DKK 100,000 at maximum. These thresholds can be changed. In order for the complaint to be handled, you must pay a fee.
You can also use the European Commission's online complaints portal to lodge a complaint. This is particularly relevant if you are a consumer residing in another EU Member State. You can lodge a complaint on the following link: http://ec.europa.eu/odr. When lodging a complaint, please enter CPH's e-mail address kundeservice@cph.dk, as shown in the order confirmation.
If a solution cannot be reached via the Centre for Complaint Resolution, you may lodge a complaint with the Danish Consumer Complaints Board. Follow the link to lodge an online complaint to the Danish Consumer Complaints Board via the Portal for Nævnenes Hus, which can be found her.