Airline rejected your claim? What to do next
Airlines reject plenty of valid claims, or don't reply at all. You don't need a lawyer or a claims company to push back.
1. Ask for the reason in detail
If the airline blames extraordinary circumstances, ask what exactly happened to your flight and why it couldn't have been avoided. Compare it with what counts and what doesn't.
2. UK261 claims: go to ADR or the CAA
After 8 weeks, or once the airline gives a final answer, you can go to an alternative dispute resolution (ADR) body. Most airlines flying from the UK belong to AviationADR (Consumer Dispute Resolution Ltd) or the CEDR Aviation Adjudication Scheme. It's free for you, and the airline must follow the decision. If the airline isn't in a scheme, complain to the Civil Aviation Authority, Passenger Advice and Complaints Team (PACT). Our airline guides say which applies.
3. EU261 claims: the national enforcement body
Complain to the national enforcement body of the country where the problem happened (usually the departure airport). Some act on individual complaints; others only use them to enforce the rules, so you may also need ADR or court. The European Commission publishes the current list.
4. Court
You can claim through the small claims court. In England and Wales you can do it online with Money Claim Online; Scotland has the simple procedure, and Northern Ireland its own small claims process. For claims against an airline in another EU country, there's the European Small Claims Procedure. Court fees are usually added to what the airline owes you if you win.
Our claim letter pack includes a follow-up letter and an escalation letter addressed to the right body for your flight.
Questions
How long should I wait for the airline to reply?
Give it about 4 weeks, then send a follow-up. After 8 weeks without a satisfactory answer, you can escalate to ADR (UK) or the national enforcement body (EU).
Does ADR cost anything?
No. UK aviation ADR schemes are free for passengers, and the airline has to accept the decision if you do.
Should I use a claims company instead?
You don't need to. Claims companies usually keep 35% or more of your compensation. The process is the same whoever sends the claim.
More guides
- How much compensation can I get for a delayed or cancelled flight?
- What are "extraordinary circumstances"?
- Cancelled flight: what you're owed
- Bumped from an overbooked flight: your rights
- How far back can I claim?
- Missed your connecting flight? What you're owed
- Delayed or cancelled by a strike: can I claim?
- Meals, hotels and refunds during a delay
- Downgraded to a lower class: what you're owed
Important: DelayOwed is a self-help guidance tool, not a law firm or claims company, and is not affiliated with any airline. Airline names are used only to describe which flights this guide covers.