How to Claim Flight Compensation Yourself, Step by Step

Claiming compensation from an airline is free and, for straightforward cases, not difficult. Most of the work is gathering the right facts and presenting them clearly. This guide walks through the process from the airport to a court claim, for flights covered by EU261 or UK261.

Step 1: Collect evidence at the airport

While you are still at the airport, or as soon as possible afterwards, save:

• Your booking confirmation and boarding passes (photos are fine).
• Any messages from the airline about the delay or cancellation, including the reason given.
• The actual arrival time — note when the doors opened. A photo of your phone clock at the moment you leave the aircraft is a simple record.
• Photos of departure boards showing delays or cancellations.
• Receipts for food, drinks, transport and hotels you paid for yourself.

Ask staff why the flight is delayed. Write down the answer and the name or role of the person who gave it. Airlines' later explanations sometimes differ from what was said at the gate.

Step 2: Check whether you are owed money

Confirm that the regulation covers the flight using the rules checker, and estimate the amount with the compensation calculator. The key questions are: did you arrive three hours or more late, or was the flight cancelled with less than 14 days' notice, or were you denied boarding against your will? And was the cause something within the airline's control?

Flight-tracking websites show historical arrival times, which helps if you are unsure about the exact delay. Remember that touchdown is not arrival: taxiing and waiting for a stand can add minutes that push you over three hours.

Step 3: Submit the claim to the operating airline

Find the operating airline's claim form; most have one under "EU261 claims", "delay compensation" or "customer relations". Fill in every field, attach the evidence and add a short statement. Our letter generator produces text you can paste in. If there is no form, email customer relations and keep a copy.

Claim per passenger. If you booked for others, you can usually submit one claim for everyone on the booking, but list each name. For children, the parent or guardian claims on their behalf.

Step 4: Wait — but not forever

Airlines often reply within a few weeks. If they pay, check the amount. Some airlines pay in their home currency; if your flight's amount is in euros and you are paid in another currency, check the conversion. If they offer a voucher instead, you can refuse and ask for money.

Step 5: If the airline rejects or ignores the claim

Read the reason. If it relies on extraordinary circumstances, compare it with our guide and ask for specifics. Reply once, briefly, explaining why you disagree. Then escalate.

UK flights

Most UK airlines belong to an alternative dispute resolution (ADR) scheme approved by the Civil Aviation Authority. After eight weeks without resolution, or after a final rejection, you can take the complaint to the scheme for free. If the airline is not in a scheme, the CAA's Passenger Advice and Complaints Team can review it. The CAA's how-to-complain page explains the routes.

EU flights

Each EU country has a national enforcement body (NEB) responsible for the regulation. Complaints go to the NEB in the country where the incident took place — usually the departure country. NEBs can investigate and sanction airlines, but in many countries their opinions are not binding on individual claims. Several countries also have ADR bodies for air passenger disputes. The European Commission's Your Europe page lists the routes and links to NEBs.

Step 6: Small claims court

If ADR or the enforcement body does not resolve the case, you can sue. Many EU countries have simplified procedures for small amounts, and the European Small Claims Procedure covers cross-border claims up to €5,000 within the EU. In England and Wales, the county court small claims track handles claims under £10,000 with modest fees. Courts can award interest and your court fees. Airlines frequently settle once a claim is issued.

Jurisdiction matters. The Court of Justice has held that you can generally sue in the courts of the place of departure or the place of arrival, as well as where the airline is established. That often allows you to sue at home.

Time limits

The regulation itself has no deadline. The Court held in Moré (C-139/11) that the time limit for bringing a compensation action is set by each country's national law. Limits vary widely — the CAA cites six years in England and Wales and five in Scotland, and other countries have shorter periods, some as short as one or two years. Claim promptly to be safe.

Common mistakes

• Claiming from the airline you booked with rather than the operating airline.
• Using departure delay instead of arrival delay.
• Accepting a voucher at the airport without realising it may be offered in place of compensation.
• Giving up after a generic rejection.
• Missing documents for out-of-pocket expenses.

How long it takes

Straightforward claims are often paid within weeks. Disputed claims going through ADR typically take a few months. Court claims can take longer, but most settle.

Writing a strong statement

Keep the statement short and factual. Give the flight number, date, route, scheduled and actual arrival times, the reason the airline gave, and the amount you are claiming with the article of the regulation it rests on. Ask for payment by bank transfer and give a reasonable deadline, such as 28 days. Avoid emotional language; the people reading claims process many each day, and a clear, complete request is easier to approve.

If you spent money on meals, transport or a hotel because the airline did not provide care, claim those costs in the same message, list them separately and attach receipts. Expenses are reimbursed in addition to fixed compensation.

When to use a claims company

If you do not have time, the airline has refused, or the case involves connecting flights on different airlines, a claims company may be worth its fee. See our comparison.