If an airline rejects your EU261 compensation claim, check its reason against your itinerary and disruption records, then escalate if the explanation is unsatisfactory. Under the European Commission’s current guidance, you may complain to the relevant national enforcement body if the airline has not replied within two months or you are dissatisfied with its answer. That body’s opinion is non-binding; depending on your circumstances, ADR or court action may also be available.
First, check what the refusal is based on
EU Regulation 261/2004 covers qualifying denied boarding, cancellations and long delays, subject to its conditions and exceptions. The European Commission’s current summary describes compensation for cancellations and arrival delays of three hours, while the Council describes cancellation notice of less than 14 days and delays of more than three hours among the relevant triggers. Eligibility depends on the complete facts, including the itinerary, operating carrier, notice, rerouting and actual arrival time. European Commission passenger rights guidance; Council of the European Union overview.
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The standard compensation amounts listed by the Commission are:
| Flight distance | Standard compensation |
|---|---|
| Less than 1,500 km | €250 |
| Between 1,500 and 3,500 km | €400 |
| Above 3,500 km | €600 |
These are the Commission’s standard amounts in its 2026 guidance, not a guarantee that a particular claim qualifies. European Commission passenger rights guidance.
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If the airline cites extraordinary circumstances
Ask the airline to identify the specific event and explain why it says that event justifies refusing compensation. The label alone does not establish whether the exception applies or whether the airline took the required steps in your case. Compare its explanation with your travel records and the applicable rules; not every disruption automatically entitles a passenger to compensation.
Preserve the records that help assess your claim
Keep the complete refusal and any claim reference, along with the documents and messages that show what happened. A clear record makes it easier to challenge an incorrect factual assumption or explain the case to an enforcement body, ADR provider or court.
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- Booking confirmation and itinerary, including connections and operating carriers.
- Boarding passes and disruption notices from the airline.
- Details of any rerouting and the actual time you arrived at your final destination.
- The full written refusal, claim reference and any follow-up correspondence.
If the airline’s response is vague, ask it to explain the factual basis for its decision, particularly if it relies on extraordinary circumstances. Preserving evidence does not itself establish entitlement.
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Escalate through the appropriate route
1. Give the airline time to respond
The European Commission says you may complain to the relevant national authority if the airline has not replied within two months or if you are dissatisfied with its response. Your Europe: air passenger rights.
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2. Contact the national enforcement body for the incident
Use the Commission’s directory to identify the air passenger rights enforcement body in the country where the incident took place. Check that body’s current instructions for its form, address, jurisdiction and required documents; requirements can differ by country. European Commission directory of national enforcement bodies.
3. Know what an enforcement body can—and cannot—do
Your Europe says the national authority should provide a non-binding legal opinion on how to proceed. Do not treat that opinion as a guaranteed payment order. Your Europe: air passenger rights.
4. Check whether ADR is an option
The Commission identifies out-of-court dispute resolution, including ADR, as a possible route, but the guidance says access to ADR is available only to EU residents. Confirm that you meet the residence condition and that the designated entity handles both the airline and your type of claim. Your Europe: air passenger rights.
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Your Europe identifies the European Small Claims Procedure as a possible option for eligible cross-border disputes. The Commission’s consumer-redress overview states a €5,000 ceiling for that procedure. Your Europe also describes venue options for flights involving EU airlines. Check that your dispute meets the procedure’s eligibility requirements and that the court you intend to use has jurisdiction. Your Europe: air passenger rights; European Commission: European Small Claims Procedure.
There is no single EU-wide limitation period for suing an airline over a compensation claim: national rules determine the deadline. Check the applicable country’s time limit promptly, especially if you are considering ADR or further correspondence first. Route, connection structure, airline domicile and the relevant court can affect where a claim belongs. Your Europe: air passenger rights; European Commission FAQ on air passenger rights.
Independent reader supportYour contribution helps us test, update, and keep practical guides available for everyone.Choose the next step based on your circumstances
| Route | What to consider |
|---|---|
| National enforcement body | Use the body for the country where the incident took place. Its opinion is non-binding; check its remit, process and document requirements in the current directory. Commission directory; Your Europe guidance. |
| ADR | Check that you are an EU resident and that the designated entity accepts the airline and claim type. Your Europe guidance. |
| Court | Check jurisdiction, eligibility for any procedure you plan to use, and the applicable national filing deadline. The European Small Claims Procedure is limited to eligible cross-border disputes and has a €5,000 ceiling according to the Commission’s overview. Commission overview; Commission FAQ. |
If the facts or venue are contested, local legal advice can help you identify the correct court and deadline. A private claim-assistance service is another possible choice, but check its contract terms and fees carefully; official complaint routes are available without first hiring an agency.
Which rules apply in October 2026?
For a claim assessed on 4 October 2026, Regulation 261/2004 remains the applicable framework. A European Commission notice dated 28 July 2026 said revised air passenger rules should enter into force the following summer and that passengers continue to benefit from the existing EU rules until then. Because commencement can depend on later developments, check for a more recent official notice before relying on a future change. European Commission notice, 28 July 2026.
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