The Complete Guide to NEOS Complaints & Compensation Requests

Joanna Teljeur

By:  Joanna Teljeur

Last Updated:  June 16, 2025

Your NEOS flight was a nightmare, but you want to do more than just write a negative review.  No matter what you encountered, you deserve to have your concerns addressed. Plus, depending on the issue, you could even get financial compensation. So, in this guide, we’ll give you NEOS’ contact info, explain when you could get paid for your trouble, and share some tips on how to have the best outcome possible.

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About NEOS Complaints

NEOS might give you vouchers or travel credits after a disappointing trip, but they are required by EU law to compensate you for issues related to flight delays and cancellations, denied boarding, and baggage loss or damage.

So, before you send your complaint, take a minute to review your passenger rights. This will give you a better idea of what to expect, but you can also reference these rules when you write to NEOS.

NEOS Customer Service Phone Numbers

If you need immediate help, especially if you’ve had a cancellation or a long delay, calling NEOS is the best way to go. You can get help with a rebooking and other pressing concerns. If you face extensive wait times, you can also try to get help by using the chatbot on the NEOS website.

NEOS on Social Media

When strikes or other events cause widespread delays and cancellations, you might have to wait as long as an hour to speak to a customer service agent. One way to get help more quickly is to write a direct message to NEOS on one of their social media channels.

• NEOS on Facebook
• NEOS on Twitter/X

NEOS Contact Form for Complaints & Claims

If you want to submit a formal complaint, it’s best to do so in writing. With NEOS, you will have to do this through their official complaint form. Before using the form, you’ll have to login to your NEOS account.

It’s very important to include as much information as possible about your experience, including:

• Dates, times, and specifics about your flight
• Supporting information to serve as evidence of your situation
• Awareness of your passenger rights. You can reference EU261 or the Montreal Convention for baggage mishandling. 

4 Tips for Submitting a Complaint with NEOS

1. Be persistent but patient. Bear in mind that customer service agents are doing their best to help you quickly and efficiently, so a little kindness goes a long way.
2. Add evidence of your disruption. Include prior conversations with airline representatives, photos, booking receipts, etc.. The more information you provide, the better.
3. Provide detailed information about your experience, including all the relevant details of your flight. Describe what happened clearly so that your complaint will be understood.
4. Keep a record of your complaint. Take screenshots of the contact form before sending it and keep track of the date and time that it was sent. If you follow-up with the airline, you’ll need this information to show when you originally contacted them.

What if You Don’t Get a Response?

Don’t expect to get an answer right away. In fact, it can take a week or so to get an acknowledgement of your complaint and up to a month for it to be properly addressed by NEOS.

If you don’t hear back in 30 days, here’s what you should do:

1. Follow up by using the contact form. Include the date and time of your first message.
2. You can also escalate your case to the National Enforcement Body for your region.
3. Let AirAdvisor handle your claim or complaint for you!

Need Help with Your Complaint?

AirAdvisor has helped over 830,000 passengers get compensation for flight delays, cancellations, and mishandled baggage. Our legal team knows exactly how to deal with airlines like NEOS, so you don’t have to. 

Enter your flight details below to see if you’re owed airline compensation and to start your claim!

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Author:

Joanna Teljeur

Job/Position: Senior Editor & Content Lead

Joanna Teljeur is a senior editor and writer with 15+ years of experience in editorial leadership, journalism, and content development, specialising in consumer rights, aviation law, and public-interest reporting. Her work focuses on transforming complex regulatory and legal topics into clear, accurate, and accessible content for international audiences.

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