Airline Rejected Your Claim? Here's What to Do Next

Receiving a rejection letter from an airline can be discouraging, but it should never be the end of your claim. Airlines reject valid claims routinely. It is, in effect, their standard first response. The reasons range from calculated strategy (most passengers give up after one rejection) to genuine disagreement about the facts. In either case, a rejection is an opinion, not a verdict, and you have multiple avenues to challenge it.

Why airlines reject valid claims

The economics are straightforward. Every claim an airline can deflect with a rejection letter saves it hundreds of euros. If even a fraction of passengers accept the rejection and move on, the cost savings across thousands of claims are substantial. Airlines know this, and many have trained their customer service teams to issue standard rejection templates that invoke extraordinary circumstances, cite incorrect time limits, or simply restate company policy as though it were law.

Industry data consistently shows that a significant proportion of initially rejected claims are resolved in the passenger's favour when challenged. The passengers who succeed are the ones who do not take the first "no" as final.

Common rejection tactics

Understanding the most common rejection approaches helps you recognise and counter them.

Vague extraordinary circumstances. The airline states that the disruption was caused by extraordinary circumstances but provides no specific details. This is the most common rejection type and the easiest to challenge. Ask them to specify exactly what the circumstances were and to provide evidence.

Incorrect time limits. The airline claims your deadline to claim has passed, applying the shortest possible limitation period even when a longer one is available. Check the time limits for the relevant jurisdictions, as you may be able to claim under the law of the departure country, arrival country, or airline's home country.

Partial offers. Instead of paying the full statutory amount, the airline offers a lower sum, vouchers, or travel credit. You are not obliged to accept anything less than the full cash amount specified by EC261.

Document requests. The airline asks for documents it does not actually need, creating the impression that your claim is incomplete. If you have provided your flight details and booking reference, the airline has everything it needs.

How to respond to a rejection

Escalation options

If the airline does not resolve your claim after you challenge the rejection, you have three main escalation paths, each with different characteristics.

National Enforcement Bodies (NEBs). Every EU member state has a designated authority that handles EC261 complaints. Filing a complaint with the relevant NEB is free and puts regulatory pressure on the airline. Some NEBs can order airlines to pay; others can investigate and mediate. The relevant NEB is typically the one in the country where the disruption occurred.

Alternative Dispute Resolution (ADR). Some countries have ADR schemes, independent bodies that mediate disputes between passengers and airlines. Decisions may be binding on the airline (as in Germany's SÖP scheme) or advisory. See our escalation guide for details. ADR is generally free for passengers.

Small claims court. If the airline refuses to engage or the NEB/ADR process does not resolve the matter, you can pursue your claim through small claims court. In most EU countries, this is a straightforward process designed for consumer disputes, with low filing fees and no requirement for legal representation.

The majority of claims that go to escalation are decided in the passenger's favour. Airlines often settle once they see a passenger is serious about pursuing the claim beyond the initial rejection.