Airline refuses flight compensation:what should you do next?
A refusal is not necessarily final. Compare the airline’s reason with the route, final delay, actual cause and available evidence before sending a structured response.
This guide provides general information. Eligibility always depends on the precise facts.
First request a precise, reasoned refusal
A generic reference to “extraordinary circumstances” may not allow the decision to be checked. Ask for the exact event, its impact and measures taken.
Also confirm the request was sent to the carrier that actually operated the flight.
Compensation may reach €600
Where the applicable rules are satisfied, the amount mainly depends on the journey distance.
The amounts are not automatic. The route, final-arrival delay, cause and any rerouting offer must be checked.
Five points to check in the response
An effective challenge answers the facts and applicable conditions point by point.
Operating carrier
The claim generally belongs with the airline that operated the flight.
Final delay
Reconstruct the actual arrival time, not only the departure delay.
Precise cause
Request evidence linking the alleged event to your specific flight.
Reasonable measures
Ask what the airline did to prevent or limit the disruption.
Common reasons airlines give
Compare every reason with the documents in the case.
Technical problem
An ordinary fault is not automatically extraordinary.
Weather
Ask which conditions actually prevented operation of this flight.
Delay below threshold
Check final arrival and connections on a single booking.
Claim said to be late
The deadline depends on the legal route and relevant country; verify it before giving up.
An automated refusal is not proof
The airline should link its reason to the flight and, for extraordinary circumstances, explain the reasonable measures taken.
Why might a claim be rejected?
Some refusals are justified; others are incomplete or rely on a disputable view of the facts.
Conditions not met
An uncovered route, insufficient final delay or late presentation can be decisive.
Extraordinary event
The airline should establish the event, causal link and reasonable measures.
Incomplete file
Missing booking, boarding evidence or timings can prevent assessment.
Documents to keep
Booking confirmation
Keep the complete itinerary and reservation reference.
Boarding pass
Retain the document or check-in evidence.
Actual times
Record departure and the door-opening time at destination.
Reason provided
Save texts, emails and airport-screen photographs.
Airline correspondence
Keep the claim, refusal and every response.
Relevant receipts
Retain reasonable expenses caused by the disruption.
Your request in four steps
Identify the flight
Add the number, date and complete journey.
Describe the facts
State the timings and reason communicated.
Attach evidence
Provide messages, travel documents and receipts.
Check the conditions
Review every requirement before taking action.
Related pages to consult
FAQ when an airline refuses to pay
Is the airline’s refusal final?
No. It may be reviewed where facts, reasons or evidence were assessed incorrectly.
What should I request for extraordinary circumstances?
Ask for the precise event, its impact and the reasonable measures taken.
Can I challenge without a boarding pass?
Other evidence may sometimes prove travel, but retain every available document.
Must the airline disclose internal evidence?
Ask for a substantiated response; access to particular records depends on the procedure used.
Must I accept a voucher?
Not automatically. Check monetary refund rights and the voucher conditions first.
What after another negative response?
Keep the complete file and consider the appropriate redress route for the country and dispute.
Could your flight qualify for compensation?
Enter the journey for an initial review with no upfront fee.