Article 14 · Commission Implementing Regulation (EU) 2022/1409

Contents

Article 14Assistance to carriers#

1.A web form as part of the ticketing tool shall be made available to carriers on a public website in order to allow carriers to request assistance.The web form shall enable the carriers to provide at least the following information:

(a)the identification details of the carrier;

(b)a summary of the request;

(c)whether the request is of a technical nature and, in such case, the date and time of the start of the technical issue.

2.Carriers shall receive an acknowledgement of receipt of the request by the ETIAS Central Unit. That receipt shall contain a ticket number.

3.Where the request for assistance is of a technical nature, the ETIAS Central Unit shall send the request to eu-LISA. eu-LISA shall be responsible for providing technical assistance to carriers.

4.Where the request for assistance is not of a technical nature, the ETIAS Central Unit shall assist carriers by directing them to relevant information.

5.Where it is technically impossible to request assistance in accordance with paragraph 1 using the web form, the carrier shall be able to use an emergency phone line connected to the ETIAS Central Unit or eu-LISA.

6.The assistance provided by the ETIAS Central Unit and eu-LISA shall be available 24/7 and provided in English.

7.The ETIAS Central Unit shall make available online a list of frequent questions and answers relevant for carriers. That list shall be available in all official languages of the Union. It shall be separate from the questions and answers relevant for travellers.