In short: many first rejections are standard replies. Start by asking the airline, in writing, exactly which circumstance it relies on and what evidence it has – the burden of proving extraordinary circumstances is on the airline. If it still refuses, in the UK you can take the claim to the airline’s ADR scheme (free) or, if it has none, to the CAA’s complaints team, and finally to the small claims court. In the EU, the routes are the national enforcement body, ADR where available, and the courts. Keep an eye on the time limits: 6 years in England, Wales and Northern Ireland, 5 years in Scotland.
UK searches like “easyJet rejected compensation claim” and “Ryanair refused compensation” show how often passengers hit a wall at this stage. Here is how to get past it.
Step 1: read the rejection carefully
Rejections usually fall into a few types. Each has a different answer:
| Airline’s reason | What to check | Where to read more |
|---|---|---|
| “Extraordinary circumstances” (weather, ATC, strike) | Was it really the cause of your delay? Did other flights operate? Did the airline take all reasonable measures? | Extraordinary circumstances |
| “Technical problem” | Technical faults found in routine maintenance are generally not extraordinary (CJEU van der Lans, C-257/14; Jet2 v Huzar in the English Court of Appeal) | Technical faults |
| “Knock-on effect of an earlier problem” | Was the earlier event itself extraordinary, and did it directly cause your delay? | Knock-on delays |
| “Arrival delay was under 3 hours” | Arrival time = when the doors opened (CJEU Germanwings v Henning, C-452/13), not touchdown | Flight delay compensation |
| “You were told more than 14 days in advance” | When were you told? If you booked via an agent, the airline must prove you were informed (CJEU Krijgsman, C-302/16) | Booked through a travel agent |
| “This flight is not covered” | Departure airport, airline nationality, single booking or separate tickets | UK261, separate tickets |
| “We only deal with passengers, not agents” | Some airlines refuse claims from third parties; you can claim yourself | Claim yourself or use an agency? |
| “Claim is time-barred” | Which law applies, and when the limitation period started | Time limits by country |
The UK Civil Aviation Authority lists technical problems as generally not extraordinary, and gives examples that usually are: weather incompatible with safe operation, strikes by airport staff, ground handlers, air traffic control or Border Force, security risks, and political unrest.
Step 2: reply and ask for the evidence
Article 5(3) of the regulation (and, for delays in the UK, Article 6(4)) puts the burden on the airline to prove that extraordinary circumstances caused the disruption and that it could not have been avoided even if all reasonable measures had been taken. A one-line “it was weather” does not prove that.
Reply in writing and ask for:
- the specific event relied on, with date, time and place;
- how that event caused your flight’s delay or cancellation (for example, if the aircraft was delayed on an earlier flight, which flight and why);
- what measures the airline took to avoid or reduce the delay (spare aircraft or crew, re-routing).
See how to find out why your flight was delayed for the evidence you can gather yourself. Our complaint letter generator can draft this reply.
Step 3 (UK): ADR or the CAA
Once you have the airline’s final response – or 8 weeks have passed without one – the CAA says you can escalate:
Alternative dispute resolution (ADR). Most airlines flying from the UK belong to a CAA-approved scheme. The CAA lists AviationADR (for example easyJet, Ryanair, Wizz Air, TUI Airways, Virgin Atlantic, KLM, Air France, Turkish Airlines) and CEDR (British Airways, BA CityFlyer, Cathay Pacific), plus a German scheme for Lufthansa group airlines. ADR is free for passengers, a decision binds the airline only if you accept it, and you must apply within 12 months of the airline’s final response. AviationADR’s average time to a decision was 38 days in 2026 to date. Details in our ADR schemes guide and ADR complaint template.
The CAA’s Passenger Advice and Complaints Team (PACT). For airlines that are not in an approved ADR scheme. It is free, but the CAA cannot force an airline to pay, and it won’t take a complaint if less than a year remains before your court deadline. Flights to or from Northern Ireland go to the Consumer Council for Northern Ireland. See complaining to the CAA.
Step 4 (UK): court
The CAA says the small claims court is usually the most appropriate place for airline disputes.
- Send a letter before action, giving the airline a final deadline (often 14 days) to pay before you issue a claim. Use our letter before action template.
- Issue the claim. In England and Wales you can claim online via GOV.UK. Court fees depend on the amount: £35 up to £300, £50 for £300.01–£500, £70 for £500.01–£1,000 (GOV.UK fee table, checked November 2026). Hearing fees may follow if the claim is defended. If you win, you can ask the court to order the airline to repay your court fees.
- Scotland and Northern Ireland have their own procedures: Scotland’s simple procedure, Ireland and Northern Ireland.
See the full walk-through in small claims court.
Step 3–4 (EU): national bodies and the courts
For flights covered by EU261, Your Europe advises complaining to the airline first and, if there is no reply within two months or you are unhappy, to the national enforcement body in the country where the incident took place. Its powers vary – in some countries it can order payment, in others it only gives an opinion. ADR is available in some countries; Your Europe notes it is only available to EU residents. The last resort is a court: for cross-border claims up to €5,000, the European Small Claims Procedure is a simplified written process. See national enforcement bodies.
Or hand it over
If you do not want to deal with ADR or court, a claims agency can take the case on a no-win-no-fee basis. Our partner AirHelp is one option; we compare fees honestly in claim companies compared. Note that, as the CAA points out, not every airline will deal with claims management companies – an agency that is refused may need to go to court.
Timeline check
| Deadline | Rule |
|---|---|
| Airline’s response | Escalate in the UK after 8 weeks without a final response |
| ADR application | Within 12 months of the airline’s final response |
| CAA (PACT) | Not accepted if less than 1 year remains before the court deadline |
| Court (limitation) | 6 years in England, Wales and NI; 5 years in Scotland; national law elsewhere |
Sources
- Am I entitled to compensation? – UK Civil Aviation Authority
- Alternative dispute resolution – UK Civil Aviation Authority
- How the CAA can help – UK Civil Aviation Authority
- Regulation (EC) No 261/2004 – Article 5, UK version – legislation.gov.uk
- Regulation (EC) No 261/2004 – Article 6, UK version – legislation.gov.uk
- AviationADR – Consumer Dispute Resolution Ltd
- Make a court claim for money – GOV.UK
- Air passenger rights – Your Europe, European Union