ICAO is an organization serving States for the safe and orderly development of international air transport services on the basis of equality of opportunity and operated soundly and economically.
There are several thousands of air operators around the world and each one operates under the scrutiny of the appropriate civil aviation authority. ICAO does not regulate air operators.
Complaints or concerns related to an air operator's passenger handling procedures, the quality of service provided or safety matters should be first addressed to the air operator and for matters concerning safety, your message should also be addressed to the civil aviation authority responsible for the supervision of air operator.
Any questions concerning Air Passenger Rights in Europe should be addressed to:European CommissionDirectorate-General for Energy and TransportPhone: +800 6 7 8 9 10 11 TREN-AIR-TRANSPORT@ec.europa.eu http://ec.europa.eu/transport/air_portal/passenger_rights/index_en.htm