How to claim costs and compensation from airlines

Here’ we’ll discuss. How to get paid back for a flight delay or problem.

Before you file a claim against an airline or airport, make sure you understand your rights under the relevant law.

The best way to resolve an issue with your airline is by contacting them directly.

To receive compensation or reimbursement, you will need to contact your airline or airport directly. Compensation is not automatic, and airlines will require that you claim for them to process it.

Although each airline and airport has its own specific claims procedure, a standard claim form is usually available. If so, using it will guarantee you give the airline all the information they need to deal with your claim promptly.

Some airlines have a clause in their T&Cs that when complaining, passengers must submit their claims directly to the airline rather than using services. This allows the airline to respond directly to them before engaging third parties to claim on their behalf.

The best way to file a claim is usually by contacting the airline either through their website or over the phone. If there’s no standard procedure available, it may be wisest to start with an email so that you have written proof of communication. You could also send a letter, but make sure to keep your copy if you go this route.

The airline company will need specific information from you to process your reimbursement request.

How to proceed if your insurance claim is denied

If an airline rejects your claim for compensation or reimbursement, they should explain their reasoning clearly. If compensation is being claimed due to a delay or cancellation, the airline may refer to the cause as being an “extraordinary circumstance” that excuses them from having to pay out. You can find investigated cases of extraordinary circumstances on the CAA website.

Find out what to do if your claim is rejected.

How to elevate your complaint

If you believe that the airline is wrongfully rejecting your claim, you have the option to escalate your complaint to a third party for further consideration. Some airlines and airports are members of alternative dispute resolution bodies (ADR), which should provide you with more information about resolving the issue. See our ADR page for more details on ADR schemes.

If the airline that you have filed a claim against is not part of an ADR scheme, and you believe that your claim is eligible, then the CAA can assist you.

Other options

If the ADR body or CAA cannot help you with your claim, another option is to take your airline to court.

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