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Rejected claim

The airline rejected your compensation claim

A refusal is the airline's opinion, not a final decision. Many rejections repeat a standard phrase that would not survive scrutiny — and a claim that was refused once can still succeed with the right evidence and the right escalation.

Have my rejection reviewed for free

Send us the airline's reply — the review is free and there is no fee unless we recover compensation.

First: read what they actually said

Refusal letters are short by design. Before responding, identify which of these the airline is relying on, because each one is challenged differently:

  • “Extraordinary circumstances” — the most common reason, and the one most often asserted without evidence.
  • “The delay was under three hours” — measured how, and at which airport? Arrival at the final destination is what counts.
  • “The flight is outside the scope of the regulation” — depends on the departure airport, arrival airport and the operating carrier's licence.
  • “You were offered an alternative flight” — rerouting can reduce compensation only within defined time limits.
  • “The claim is time-barred” — limitation periods differ by country and are often longer than the airline implies.
  • No reason at all, or silence beyond a reasonable period.

Refusals that frequently do not hold

  • Routine technical faults on the aircraft — generally treated as inherent to the carrier's activity, not extraordinary.
  • Crew shortages, sickness or rostering problems within the airline's own organisation.
  • A knock-on delay from an earlier rotation of the same aircraft, where the original cause was not extraordinary.
  • Airport congestion in ordinary operating conditions.
  • A generic weather claim with no record for the actual time window and airport.
  • A refund or voucher already paid — a refund does not extinguish the separate right to compensation.

Ask for the evidence, in writing

Where the airline invokes extraordinary circumstances, it carries the burden of proving both the event and that all reasonable measures were taken. A short, specific request often changes the answer:

  • The precise cause of the disruption, with date and time.
  • The supporting record — technical log entry, air traffic control restriction, official weather report, or security decision.
  • What measures were taken to avoid or limit the delay, including reassignment of aircraft or crew.
  • The actual arrival time at the destination, as recorded by the carrier.

Keep everything in writing and set a reasonable deadline for a reply. Correspondence is the evidence base for any later escalation.

How to escalate

  • A reasoned second letter to the airline, addressing the specific refusal rather than repeating the original claim.
  • The national enforcement body — usually in the country of departure, or of arrival for inbound flights to the EU with an EU carrier.
  • Alternative dispute resolution schemes, where the airline participates in one.
  • Court proceedings, where the amount and the evidence justify the step.

Each route has its own time limits and formal requirements. Missing one can cost an otherwise valid claim, which is the most common reason a refused passenger gives up.

Where we come in

Send us the refusal and your booking. We check the claim against the legal test, ask the airline for the evidence behind its defence, and escalate where it does not stand up. If the refusal turns out to be justified, we tell you so instead of keeping the case open.

  • 33% standard success fee, from the recovered compensation.
  • 50% if the claim has to be pursued through court proceedings.
  • €0 if we do not recover compensation.

Related reading

Our methodology

The facts we verify and the sources we rely on for every claim.

See the process

Refused once does not mean refused for good

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