The airline refused or ignored your claim: what to do next
Ask the airline for the exact reason in writing, then complain for free to the national enforcement body of the country where the flight left (or arrived, for flights into the EU), or to an approved mediator. For cross-border help, the European Consumer Centres are free. As a last step, the European Small Claims Procedure handles claims up to €5,000 without a lawyer.
Check my flight in 30 secondsA refusal is not the end. Airlines often reject first claims with a general excuse, such as "extraordinary circumstances", and many pay once a passenger escalates.
1. Make the airline be specific
Reply and ask for the exact cause of the disruption and the evidence for it. "Operational reasons" or "bad weather" with no detail is not enough. If they don't answer in about 6 weeks, move on.
2. Complain to the national enforcement body (free)
Each country has an official body that enforces EU261. Use the one of the country the flight departed from; for flights into the EU from outside, the country of arrival.
| Country | Body |
|---|---|
| France | DGAC (Direction générale de l'aviation civile) |
| Spain | AESA (Agencia Estatal de Seguridad Aérea) |
| Germany | Luftfahrt-Bundesamt (LBA) |
| Italy | ENAC |
| Netherlands | ILT (Inspectie Leefomgeving en Transport) |
| Belgium | SPF Mobilité et Transports |
| Portugal | ANAC |
| Ireland | Irish Aviation Authority |
| Austria | apf (Agentur für Passagier- und Fahrgastrechte) |
| Greece | Hellenic Civil Aviation Authority |
| Switzerland | Federal Office of Civil Aviation (FOCA) |
| United Kingdom | Civil Aviation Authority and approved mediation schemes |
These bodies can pressure airlines, but in some countries their opinion is not binding. Mediators (such as the Médiateur Tourisme et Voyage in France, or söp in Germany) can reach an agreement faster.
3. Get free help across borders
If the airline is based in another EU country, the European Consumer Centres network helps for free.
4. Small claims, without a lawyer
The European Small Claims Procedure covers cross-border claims up to €5,000, mostly in writing (details). Many countries also have simple national small-claims courts.
Tired of chasing? A claim service takes over at this stage; you pay only if they win. Compare services.