• 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 particular, check the rules on extraordinary circumstances.

    Learn about your rights when flights are disrupted

    Alternative Dispute Resolution

    Some airlines and airports are members of alternative dispute resolution bodies (ADR). Some of these bodies have been approved by us for providing a high standard of dispute resolution for consumer disputes stemming from a contract for aviation services; others will have been approved by other EU Member States.

    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, 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 the full country list 

    We can also help you if:

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

    Learn about your options for flights outside EU law

    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.

    Submit a complaint through our online form 

    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.

    Learn about taking your complaint to court