Useful tips, advice and a template letter to help you claim reimbursement or compensation from your airline after a flight delay. Official advice from CAA.
If you have checked your rights and are sure you are entitled to receive a payment from your airline following a problem with a flight, it’s important to make your case effectively.
Many airlines have a standard procedure for dealing with claims. If so, use it. You might have to send a letter to a particular address or fill in a standard claim form. Check the airline’s website for instructions, or call them to find out what to do.
If no standard procedure is available, it may be quickest to make initial contact by email. You can also send a letter.
When you first contact your airline, aim to set out your case clearly and concisely. Explain what happened and when, and why you feel you are entitled to receive a payment.
Be particularly clear about what you want. State exactly what compensation and expenses you are claiming. (Find out what you are entitled to.)
Send your claim to the airline’s customer relations department. You can escalate your complaint if you don’t get the result you hoped for.
Give the airline as much information as possible. Try to include:
To make it easier for you to send a claim to your airline, we have created a template letter for you to use for technical distruptions. You can also use this template for emails.
Providing evidence to an airline that you were on a flight
We believe that passengers are able to demonstrate that they were on a delayed or cancelled flight in a number of ways. If you no longer have the tickets, It may be that you have bank or credit card statements to support your claim.
It could also be that you have other evidence that helps support your claim like:
The airline should then use the information provided by you to check against their own records. If you have no evidence at all to demonstrate that you were on a flight, and the airline refuses to handle your complaint on that basis, you are able to make a subject access request (a request for personal information held about you by a business) under the Data Protection Act 1998. Airlines are able to charge up to £10 for providing information in response to a subject access request. You should provide the airline with some information so that they can find your records. This should be at a minimum the date of your flight, the departure and arrival airports and the passenger name/s.