How to Claim Flight Compensation: Step-by-Step

Millions of passengers are entitled to flight compensation every year, but fewer than half actually claim. Airlines know this — and they rely on it. This guide walks you through every step of the claim process, from gathering evidence to taking the airline to court. It’s easier than you think, and it’s free if you do it yourself.

Before You Start: Are You Eligible?

You can claim compensation if:

• Your flight was delayed by 3+ hours at the final destination
• Your flight was cancelled
• You were denied boarding involuntarily
• The flight departed from or arrived in the EU/EEA/UK on an EU/EEA/UK airline

Check the Flight Delay Compensation Guide for full eligibility details.

Step 1: Gather Your Evidence

Strong evidence is the difference between winning and losing. Collect everything before you contact the airline.

Essential Documents

What to Screenshot

Take screenshots of:

• Airport departure boards showing the delay or cancellation
• Airline app showing the flight status and notifications
• Text messages from the airline about the disruption
• Gate information showing the new departure time

Why This Matters

Airlines routinely deny claims that lack evidence. If you show up with a boarding pass, a screenshot of the delay, and a booking confirmation, your claim is nearly impossible to refute.

Pro tip: If you didn’t screenshot anything at the time, check your email for airline notifications. Most airlines send emails about cancellations and significant delays. These serve as evidence.

Step 2: Work Out How Much You’re Owed

Compensation Amounts

Distance Calculation

Use Google Maps or Great Circle Mapper to check the distance between your departure and arrival airports. Use the “as the crow flies” distance, not the route the plane flew.

Common distances from London:

Add Expenses

On top of compensation, you can claim:

• Meals: 15-30 per person depending on airport
• Hotel: 80-150 per night if overnight
• Transport: Actual taxi or bus costs
• Phone calls: Reasonable costs for communication

Keep receipts for everything. Courts accept reasonable expenses.

Step 3: Complain to the Airline

Always start by contacting the airline directly. You need to do this before escalating to an enforcement body or court.

How to Contact

• Online complaints form — check the airline’s website for “complaints” or “feedback”
• Email — customer.relations@ba.com (BA), complaints@ryanair.com, etc.
• Post — Customer Relations, [Airline], [Address]

Template Email to the Airline

Subject: EU261 Compensation Claim — Flight [Number] on [Date]

Dear [Airline] Customer Relations,

I am writing to claim compensation under EU Regulation 261/2004.

FLIGHT DETAILS:
- Flight number: [e.g., BA1234]
- Date: [e.g., 15 June 2026]
- Route: [e.g., London Heathrow to Barcelona El Prat]
- Scheduled departure: [e.g., 10:00]
- Actual arrival: [e.g., 14:30]
- Delay: [e.g., 3 hours 30 minutes]

Under Article 7 of EU Regulation 261/2004, I am entitled to compensation of [250/400/600] per passenger.

Booking reference: [your reference]
Passenger name(s): [your name(s)]

I enclose the following supporting documents:
- Booking confirmation
- Boarding pass
- Screenshot of delay notification

I request payment of [amount] per passenger to the following account:
- Account name: [your name]
- Sort code: [your sort code]
- Account number: [your account number]

Please respond within 28 days. If I do not receive a satisfactory response, I will escalate this matter to the Civil Aviation Authority.

Yours sincerely,
[Your name]

What Happens Next

The airline has 28 days to respond. They may:

1. Accept the claim — payment usually within 7-14 working days
2. Reject the claim — with a reason (you can escalate)
3. Offer a reduced amount — you can accept or negotiate
4. Ignore you — after 28 days, you can escalate

Common Airline Rejections and How to Respond

Step 4: Escalate to an Enforcement Body

If the airline rejects your claim or doesn’t respond within 28 days, escalate to the relevant enforcement body.

In the UK

Civil Aviation Authority (CAA)

• Website: caa.co.uk
• Process: Submit complaint online
• Timeline: 8-12 weeks
• Outcome: Binding on airlines

Centre for Effective Dispute Resolution (CEDR)

• Website: cedr.com
• Process: Submit claim online
• Timeline: 8-12 weeks
• Outcome: Binding if airline is a member (most UK airlines are)

Resolver

• Website: resolver.org.uk
• Process: Free complaints tool that routes your complaint to the right place
• Timeline: Depends on the airline
• Outcome: Not binding, but helps document your complaint

In the EU

Each EU country has a National Enforcement Body (NEB) responsible for EU261 enforcement. Examples:

• Germany: Luftfahrt-Bundesamt (LBA)
• France: Direction Générale de l’Aviation Civile (DGAC)
• Spain: Agencia Estatal de Seguridad Aérea (AESA)
• Ireland: Irish Aviation Authority (IAA)

Check the European Commission website for a full list of NEBs.

How to Escalate

1. Go to the enforcement body’s website
2. Fill out the complaint form
3. Attach all your evidence (booking confirmation, boarding pass, delay notification)
4. Include your correspondence with the airline
5. Wait for the response (typically 8-12 weeks)

Step 5: Use a Claims Company (Optional)

If you don’t want to handle the process yourself, claims companies will do it for you — for a fee.

How Claims Companies Work

1. You submit your flight details online
2. They assess your claim and tell you if you’re eligible
3. They contact the airline on your behalf
4. If the airline refuses, they take it to court
5. They take their fee from the compensation

Fee Structure

When to Use a Claims Company

• You don’t have time to deal with the process
• The airline keeps rejecting your claim
• You’re claiming for multiple passengers
• You want someone else to handle court proceedings
• You’re claiming for a flight in a foreign country

When to Do It Yourself

• You have strong evidence
• The airline initially rejected but you’re confident
• You want to keep the full compensation amount
• You’re claiming under 1,000 (the court process is simple)

Claims Companies vs DIY: A Comparison

Bottom line: If you’re confident and have good evidence, do it yourself. If you want convenience, use a claims company.

Step 6: Small Claims Court

If the enforcement body can’t resolve your claim, or if the airline refuses to pay, take them to small claims court.

In England and Wales

The process is called Money Claim Online (MCOL):

1. Go to mcol.uk (HM Courts & Tribunals Service)
2. Create an account and start a new claim
3. Enter details: airline name, claim amount, reason for claim
4. Pay the court fee:

5. Serve the claim on the airline (the court does this for you)
6. Wait for response: The airline has 14 days to acknowledge, 28 days to defend
7. If undefended: The court enters judgment automatically
8. If defended: A hearing is scheduled (rare for EU261 claims)

In Scotland

Use the Simple Procedure through the local sheriff court. The process is similar to MCOL.

What Happens at Court

Most EU261 claims settle before a hearing. Airlines don’t want the bad publicity and know they’ll lose. If a hearing does happen:

• No lawyer needed (you represent yourself)
• The judge asks questions about the evidence
• The airline must prove extraordinary circumstances
• Hearings typically last 30-60 minutes
• You’ll get a judgment within a few weeks

After You Win

If the airline doesn’t pay after judgment:

1. Apply for enforcement — the court can seize assets, garnish wages, or freeze bank accounts
2. County Court Bailiffs — can collect the debt on your behalf
3. Charging order — if the airline owns property in the UK

In practice, airlines almost always pay after judgment. The reputational damage isn’t worth it.

Time Limits: When to Claim

Time limits vary by country. Don’t delay — claim as soon as possible.

Tip: The UK’s 6-year limit is the longest in Europe. If you had a flight disruption in the UK years ago, you may still be able to claim.

Success Rates and Typical Payouts

Overall Success Rates

Typical Payouts by Route

Total Market Data

• Average EU261 compensation per successful claim: 380
• Average expenses claimed: 45
• Average total payout: 425
• Claims filed per year (UK): Approximately 500,000
• Claims paid per year (UK): Approximately 250,000

Common Mistakes to Avoid

1. Not having evidence: Screenshots of departure boards and delay notifications are critical
2. Accepting vouchers: You’re entitled to cash — vouchers are optional
3. Giving up after first rejection: Airlines often reject hoping you’ll stop
4. Missing time limits: Don’t wait years — claim within 1-2 years
5. Using the wrong calculation: Use “as the crow flies” distance, not the actual flight path
6. Not claiming expenses: You’re entitled to meals, hotel, and transport costs
7. Signing away your rights: Some airlines include clauses in their terms — these don’t override EU261
8. Claiming for the wrong flight: Only claim for flights you were booked on

How Long Does the Entire Process Take?

Average time from claim to payout: 3-4 months for straightforward claims.

Frequently Asked Questions

Can I claim for a flight I missed because of a cancelled connecting flight? If you booked the connecting flights as a single booking, yes. If separate bookings, only the cancelled flight qualifies.

Can I claim if I was upgraded? Yes, you can claim for the original class of travel.

Can I claim if I used frequent flyer miles? Yes, compensation is based on the flight, not how you paid.

Can I claim for a flight that was delayed but I still made my connection? If the final arrival was 3+ hours late, yes.

Can I claim if the airline offered me a hotel? Yes, care and assistance are separate from compensation.

What if the airline is bankrupt? You may be able to claim through your credit card provider (Section 75 in the UK) or travel insurance.

Summary

1. Gather evidence: boarding pass, booking confirmation, delay notification, screenshots
2. Calculate your claim: 250/400/600 based on distance plus expenses
3. Complain to the airline: use the template letter, wait 28 days
4. Escalate to CEDR/CAA: if the airline rejects or ignores you
5. Consider a claims company: if you want convenience (they take 25-35%)
6. Go to small claims court: if all else fails (court fee 35-115)
7. Don’t give up: success rates are 70-90% with evidence
8. Act within time limits: 6 years in the UK, 1-3 years elsewhere