What to do if your claim is rejected?

When an airline refuses your claim for reimbursement or compensation. we can often help you pursue it further

If you have had a claim for compensation or reimbursement rejected by an airline, don’t give up. We can provide help to escalate your complaint and help you receive what EU law entitles you to.

Are you sure your claim is valid?

Pursuing a claim takes time and effort, so it’s a good idea to revisit your rights and make sure you believe your claim is valid in the eyes of the law. In particular, check the rules on extraordinary circumstances

Can we help you?

Once you have had a claim rejected, we can help argue your case if:

  • It is about a cancellation or delay, you were bumped or denied boarding, or downgraded.
  • The flight is covered by EU law. This means it must either:
    • depart from an EU airport and be operated by any airline, or
    • arrive at an EU airport and be operated by an EU airline

(Under this law, EU airports also include those in Iceland, Liechtenstein, Norway and Switzerland.) See full country list

Learn about your options for flights outside EU law

  • The affected flight was departing from a UK airport. If the airport is elsewhere, contact the enforcement body for aviation in that country.

How to raise a complaint with the CAA

You can use our online form to raise a complaint. The service is completely free.

The form will collect information from you and then tell you if we can help. Assuming we can, we will investigate further. When appropriate, we will contact your airline directly to resolve your claim.

Your other options

If we cannot help with your claim, or you wish to pursue a different course of action, you could take your airline to court.