Complaints & Compensation
The Airline Said No: How to Escalate Your Complaint
What to do after a refusal, which body handles your route, and how to present the case so it is easy to decide.
Last checked: September 2026
Before escalating
- Make sure you have a final written answer, not just silence.
- Re-read the reason given. If it is vague, ask once more for specifics.
- Assemble a one-page timeline: what was booked, what happened, what you asked for, what they said.
Who to go to
- Flights departing an EU country: the national enforcement body of that country
- Flights departing the UK: the Civil Aviation Authority, or the airline's alternative dispute resolution scheme where it has one
- Flights involving the United States: the Department of Transportation's aviation consumer complaint process
- Flights in Canada: the Canadian Transportation Agency
Links to each of these are at the end of this page. Use the official route rather than a paid intermediary unless you have decided you want one.
How to present it
Regulators handle volume. A submission that states the flight, the facts, the request and the airline's answer in under a page gets assessed faster than a long narrative.
Claim companies
Firms that claim on your behalf typically take a percentage. That is a fair trade if you do not want the admin, but you can do the same steps yourself for free.
Time limits
Limits differ by country and by claim type, and baggage claims in particular are short. If you are near a limit, submit something now and add detail later rather than waiting for a perfect file.
This is general information, not legal advice. Rules change, and every situation is different. Always check the official airline or government information for your route before acting.
Official sources
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