Refused
The airline said no
A first refusal is routine, often automated, and frequently wrong. Most successful claims are the ones that were pushed a second time.
Make them name the cause
A rejection that says only 'extraordinary circumstances' is not an answer. Write back asking for the specific cause and the reasonable measures taken to avoid the disruption. That request alone reverses a lot of refusals, because the airline has to put a defensible reason on paper.
Check the excuse against the law
- Technical faults found in maintenance: not extraordinary.
- The airline's own staff strike: not extraordinary.
- Crew sickness or rostering problems: not extraordinary.
- Late inbound aircraft: usually the airline's own operation.
- Weather, ATC strikes, bird strikes, security alerts: usually extraordinary.
Escalate — it is free
If 14 days pass with no substantive reply, take it to the national enforcement body of the country you departed from, or to an approved alternative dispute resolution scheme. Both are free. Attach your original letter, the airline's reply, and your boarding passes.
Small claims court is the final step and is designed to be used without a lawyer. The fixed nature of EU261 amounts makes these cases unusually simple.
Do not accept a voucher by accident
Airlines often reply with goodwill vouchers. Accepting can be treated as settling the claim. Decline in writing and repeat the cash amount you are owed.
Quick answer
A first refusal is routine, often automated, and frequently wrong. Most successful claims are the ones that were pushed a second time.
- Main rule
- EU261 (EC 261/2004)
- Potential compensation
- €250–€600 per passenger
- Delay threshold
- Usually 3+ hours at final destination
- Coverage
- EU/EEA departures and qualifying arrivals
Common questions
- How long should I give them before escalating?
- 14 days is the standard deadline to state in your letter. After that, go to the regulator.
- Does escalating cost anything?
- No. National enforcement bodies and approved dispute schemes handle passenger complaints free of charge.
- Is it worth going to court over €250?
- Small claims procedures are cheap and designed for this. Many airlines settle as soon as a claim is filed.
Primary sources
Official guidance and legislation used to review this page.
- Regulation (EC) No 261/2004 — EUR-Lex
- Air passenger rights in the EU — European Commission