Why write to the airline first
Claiming directly from the airline costs nothing. Both the European Commission and the UK Civil Aviation Authority advise passengers to contact the airline first, and enforcement bodies and alternative dispute resolution (ADR) schemes usually expect you to have done so. Many airlines have an online claim form; if so, use it and paste the key paragraphs from this letter into the free-text box. Otherwise send it to the customer relations address on the airline's website.
What a good claim includes
- Identification: passenger names, booking reference, flight number and date.
- What happened: how late you arrived at the final destination, or when you were told of the cancellation.
- The legal basis: Regulation (EC) No 261/2004 or its UK version, and the amount for your distance band.
- Extraordinary circumstances: a request that the airline explain and evidence any circumstance it relies on.
- Expenses: meals, hotels or transport the airline should have provided, with receipts.
- A deadline: a reasonable period, such as 14 days, for a reply.
Tone
Keep it factual. Customer relations teams handle thousands of claims; a short, specific letter that cites the regulation and the amount is easier to approve than an angry one. Avoid exaggeration — if the airline's records show a 2 hour 50 minute delay, a claim for "over 3 hours" will fail.
Evidence to keep
Save your booking confirmation, boarding passes, any messages from the airline about the delay or cancellation and a note of the time the doors opened on arrival. Screenshots of departure boards or flight-tracking sites can help if the airline disputes the delay. Keep receipts for anything you bought while waiting.
If the airline refuses or ignores you
In the UK, if the airline does not resolve the complaint within eight weeks or rejects it, you can go to the ADR body the airline belongs to, or to the CAA's Passenger Advice and Complaints Team if it belongs to none. In the EU, complaints go to the national enforcement body in the country where the incident happened, and many countries also have ADR schemes. Small-claims court is another route. Time limits depend on national law — for example six years in England and Wales — so act promptly. See how to claim.
Sending for several passengers
One letter can cover everyone on the same booking. Name each passenger, because compensation is individual: a child with a paid seat has the same entitlement as an adult. If passengers were on separate bookings, send separate claims so each reference is matched correctly.
Privacy
The letter is assembled in your browser. DelayDue never receives your name, booking reference or contact details.