Before You Start: Gather Your Evidence
A successful claim is built on good documentation. Before you contact anyone, collect the following:
- Booking confirmation — showing your name, flight number, and scheduled times
- Boarding pass — proof you actually turned up and checked in on time
- Delay or cancellation notification — any messages from the airline
- Receipts — for meals, accommodation, or transport you paid for during the disruption
- Photos or screenshots — of departure boards, app notifications, or airport signage
The more evidence you have, the harder it is for an airline to dismiss your claim.
Step 1: Check Your Eligibility
Before filing, confirm you actually have a valid claim. Key questions to ask:
- Was your flight covered by EU261, the Montreal Convention, or another regulation?
- Was the delay at your final destination 3 hours or more (for EU261)?
- Was the cause within the airline's control (i.e., not extraordinary circumstances)?
- Is your claim within the legal time limit for the relevant country?
If you answer yes to all of the above, you almost certainly have a valid claim.
Step 2: Contact the Airline Directly
Always try the airline first. Most carriers have an online claim form on their website — search for "flight delay compensation" or "flight disruption claim" in their help centre. Be clear and formal in your communication:
- State your flight number, date, and route
- Explain the disruption and its impact (hours delayed, missed connection, etc.)
- Quote the specific regulation you are claiming under (e.g., EU Regulation 261/2004)
- State the exact amount you are claiming
- Give a 14-day deadline for their response
Send your claim by email and keep a copy. Avoid phone calls for initial claims — written records are essential.
Step 3: Escalate If Rejected or Ignored
Airlines sometimes reject legitimate claims, cite extraordinary circumstances incorrectly, or simply don't respond. If this happens, you have several escalation routes:
National Enforcement Bodies (NEBs)
Each EU country has a designated authority responsible for enforcing EU261. Examples include the CAA in the UK, the Luftfahrt-Bundesamt in Germany, and the DGAC in France. You can file a complaint with the NEB in the country where your flight departed. These bodies investigate claims and can pressure airlines to comply — though they rarely award compensation directly.
Alternative Dispute Resolution (ADR)
Many airlines are members of an ADR scheme. These are independent bodies that mediate between passengers and airlines and can issue binding decisions. In the UK, for example, airlines may be members of CEDR or AviationADR.
Small Claims Court
For EU261 claims, the small claims court is a powerful and relatively simple option. In the UK, the process can be started online via MCOL (Money Claim Online). Airlines frequently settle before a hearing once court proceedings begin.
Step 4: Consider a Claims Management Company
If you'd rather not handle the process yourself, claims management companies (CMCs) will pursue the claim on your behalf — typically taking a commission of 25–35% of the compensation awarded. This costs you nothing upfront but reduces your payout. Use this route if you're short on time or find the process daunting.
Step 5: Follow Up Persistently
Airlines deal with thousands of claims and may deprioritise those from passengers who go quiet. Set a reminder to follow up after your 14-day deadline. If you've escalated to an NEB or ADR, keep records of all correspondence and reference numbers. Persistence is often the difference between a paid claim and a rejected one.
Key Tips for a Stronger Claim
- Always write formally — treat it like a legal letter
- Never accept vouchers or travel credit without knowing your cash entitlement first
- Don't be deterred by a first rejection — many are overturned on appeal
- Check whether your travel insurance covers the gap if a claim is partially successful