Airline Not Responding? How to Follow Up Effectively

You submitted your claim weeks ago. You received an automated acknowledgment, perhaps, or nothing at all. The silence stretches on. This is not an accident — for many airlines, non-response is a deliberate strategy. They know that every week of silence increases the probability that you will forget, lose interest, or decide it is not worth the effort. Here is how to ensure your claim does not disappear into the void.

Expected timelines

There is no fixed legal deadline for airlines to respond to EC261 claims, but EU guidelines suggest a response within two months is reasonable. In practice, airlines vary enormously: some budget carriers respond within days, while some legacy airlines take three months or more. As a general framework, consider four weeks a reasonable initial waiting period before following up.

Writing an effective follow-up

Your follow-up should be concise, factual, and firm. Reference your original claim by date and any reference number provided. Restate the essential facts: flight number, date, disruption type, and the amount claimed. Make clear that you expect a substantive response — not another automated acknowledgment — within a specific timeframe. State that you will escalate to the relevant national enforcement body if the airline does not respond.

Keep the tone professional. Emotional language does not strengthen a legal claim and can make it easier for the airline to dismiss your communication. The strongest follow-ups are the ones that make it clear you know your rights, you know the escalation process, and you will use it.

When silence is the strategy

Airlines that do not respond are making a calculated bet. They are betting that you will give up. Do not prove them right. Each follow-up you send demonstrates persistence, and persistence is what separates the passengers who eventually receive compensation from those who do not. Document every communication — dates, channels used, reference numbers — so that if you escalate, you have a clear record of the airline's failure to engage.

While you should give the airline a reasonable opportunity to respond, do not let non-response eat into your limitation period. If the clock is ticking on your claim deadline, escalate earlier rather than later. Filing with the NEB preserves your position and puts the airline on notice.