How to appeal a flight-compensation rejection: reply, ADR, enforcement body, court

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Risposta rapida

Airlines do not run an appeal procedure; what exists is a sequence outside the airline. Step one is a single reasoned reply that asks for the facts the airline relies on, with a 14-day deadline. Step two is free: the ADR scheme the airline belongs to, or the national enforcement body of the departure country. Step three is small claims — the European Small Claims Procedure for cross-border cases up to €5,000. A refusal is a position, not a decision: it only holds if the claim was wrong in the first place, which a free check of the flight tells you before you write anything.

Direct answer

Short answer

There is no appeal inside the airline. Reply once in writing asking for the facts behind the refusal with a 14-day deadline; then refer the case for free to the ADR scheme the airline belongs to or to the enforcement body of the departure country; then, if needed, small claims. The refusal only holds if the original claim was wrong.

Amount

€250–€600 / £220–£520per passenger, unchanged by the refusal — if the claim was right

Why

A refusal is the airline's position, not a decision. Under Article 5(3) the airline bears the burden of proving an extraordinary circumstance for your flight, and the bodies that decide — approved ADR schemes, the Article 16 enforcement body, the courts — sit outside the airline and apply the Regulation, not the airline's template.

What can change it

The refusal is right: arrival delay under three hours, cancellation announced 14+ days ahead, a non-EU/UK/Swiss airline inbound from outside Europe — then no fixed compensation, but refund, re-routing and care rights survive
The airline names a specific extraordinary circumstance for your flight with evidence and shows it could not have avoided the delay
The limitation period of the departure country has passed (one to six years)
The airline is not in an ADR scheme: the enforcement body and the court are the routes

Check your flight

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Official source

Regulation (EC) No 261/2004 establishing common rules on compensation and assistance to passengers in the event of denied boarding and of cancellation or long delay of flights — European Parliament and CouncilLast checked against the source on 23 settembre 2026

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Why claims get rejected

Most refusals fall into six grounds, and each has a specific answer: an “extraordinary circumstance” (weather, ATC, a strike, or an unexplained “operational reasons”); a dispute about the arrival delay being under three hours; a scope argument (“your flight is not covered”); a notice argument (the cancellation was announced 14 days or more ahead, or a replacement flight met the legal windows); an administrative refusal (documents missing, claim “duplicate”); or an offer of vouchers instead of money. Only some of these are ever right. Under Article 5(3) the airline carries the burden of proof for an extraordinary circumstance; a refusal that names no specific cause has proven nothing. Each ground is taken apart, reason by reason, further down this page.

Can an airline reject a valid EU261 claim?

Yes — and it happens every day, because a refusal costs the airline nothing until you escalate. The refusal is the airline’s position; it is not a decision that binds you, and nothing in the Regulation makes it final. The bodies that can decide are outside the airline: the approved ADR scheme (binding on member airlines), the national enforcement body (which assesses and can sanction), and the courts. That is why the “appeal” is not a second form on the airline’s website but a short sequence of steps outside it.

Step 1 — the reasoned reply (2 weeks)

Answer the refusal once, in writing, quoting the airline’s reference. Identify the ground you received, ask for the specific facts the airline relies on, cite the rule it is misapplying, and set a 14-day deadline after which you will refer the case. Keep the tone factual and keep a dated copy. If the airline replies with the same template, or not at all, move on — a second exchange rarely changes anything.

The evidence to request depends on the ground: for an extraordinary circumstance, the specific event, its time and place, the record (NOTAM, ATC slot message, METAR, strike notice), whether other flights operated, and the measures taken; for a disputed delay, the time the doors opened at the final destination; for a knock-on delay, the original cause on the earlier sector; for a scope argument, the operating carrier and the departure airport the airline relies on.

Step 2a — the ADR scheme (free, 6–12 weeks)

Where the airline is a member of an approved scheme, this is the strongest route because the decision binds the airline:

United Kingdom: AviationADR (Ryanair, easyJet, TUI Airways, Virgin Atlantic, Wizz Air, KLM, Air France…) and CEDR (British Airways, BA CityFlyer, Cathay Pacific, SAS). Jet2 belongs to neither — its refusals go to the CAA’s PACT team, which reviews but cannot bind the airline. Free for passengers; refer within 12 months of the final response, or after 8 weeks of silence.
Germany: Schlichtungsstelle Reise & Verkehr (formerly söp) — free conciliation for member airlines on flights to or from Germany; Lufthansa, Eurowings, Condor, easyJet, Ryanair, Wizz Air, SWISS and Austrian take part. Refer two months after your complaint to the airline.
France: Médiation Tourisme et Voyage — free mediation; Air France, Transavia France and most French carriers.
Spain: AESA’s procedure issues decisions that bind the airline — the only enforcement body in Europe whose decision has that effect.
Netherlands: no aviation ADR scheme for standalone flights — the former Geschillencommissie Luchtvaart no longer exists. Complain to the ILT (flights under one year old) and, for the compensation itself, go to the kantonrechter.
Austria: apf — free conciliation; Austrian Airlines takes part.

You will need the claim, the refusal, your reply and the flight facts. The scheme applies the same tests as a court; a refusal that never named a specific cause usually fails there. The full list, with membership and waiting periods, is on the ADR page.

Step 2b — the national enforcement body (free)

Every EU/EEA state and the UK designates a body under Article 16 — the CAA, the LBA, the DGAC, AESA, ENAC, the IAA, the ILT, ANAC, and so on. Complain to the body of the departure country (or of the arrival country for an inbound flight on an EU carrier). It assesses whether the airline complied and can sanction it; apart from Spain, it does not order payment, but its assessment is persuasive in court and some airlines pay once the body writes to them. Use it where there is no ADR scheme, or in parallel. An “ombudsman” in this context is one of these two things: a sectoral ADR scheme, or the enforcement body — there is no separate flight-compensation ombudsman above them.

Step 3 — court (weeks to months)

Small-claims procedures exist in every country and are designed to be used without a lawyer. For a cross-border claim up to €5,000 the European Small Claims Procedure works on a standard form (Form A) filed with the court of the departure or arrival airport; the airline must answer within 30 days. Court fees are modest and recoverable if you win. Before filing, check the limitation period of the country whose law applies — it ranges from one to six years, and it keeps running while an ADR case is open.

If the airline ignores the appeal

Silence after your reply is treated like a refusal by every escalation body: after the airline’s final answer or 8 weeks without a substantive one, the ADR scheme opens the case, and the enforcement body accepts a complaint at any time. Send one dated reminder at the 14-day mark, then refer — do not wait for the airline. The only thing silence can defeat is a claim left past the limitation period of the departure country. The airline ignoring my claim guide has the reminder wording and the deadlines by scheme.

What to keep, and what to upload for a review

Booking confirmation, boarding passes (they show the operating carrier), every message from the airline about the disruption with its timestamp, proof of the arrival time (arrivals board photo, app notification, flight-tracking history), every claim and reply with its date, and receipts. Escalation bodies decide on the paper trail; the passenger with the dated file wins the argument about who said what. For a review on Horvera, the same documents are what matter — the refusal letter above all, because its exact wording decides which ground you are answering.

When Horvera can reassess the claim

Before any of this, check the claim itself: an appeal only succeeds if the claim was right. The free check applies the Regulation to your flight — regime, distance band, the three-hour and 14-day rules, the cause the airline named — and tells you whether fixed compensation was due, the amount, and which of the routes above applies to your departure country. If it was, the Claim Pack reads the airline’s reply, classifies the ground, drafts the reasoned reply and prepares the referral. Horvera is not a regulator, a court or an ADR scheme: it does not decide the case, it prepares it and tells you who does.

Domande e risposte

Why was my flight compensation claim rejected?

Almost every refusal uses one of six grounds: extraordinary circumstances, a delay the airline measures at under three hours, a scope argument, a notice or re-routing argument for a cancellation, a missing document, or a voucher offered instead of money. The airline rarely tells you which rule it is applying; reading the refusal against those six tells you what to answer.

Condizioni

Identify the ground before replying — the answer to each is different
For an extraordinary circumstance the airline carries the burden of proof for your specific flight

Eccezioni

A refusal that names no ground at all has not discharged the burden of proof; ask for the ground

Esempio

A refusal citing “operational reasons” for a 4-hour delay names no extraordinary circumstance; the reply asks which one, when, and what the airline did about it.

Passo successivo

Why was your claim rejected? — start the review

Can an airline reject a valid EU261 claim?

Yes. A refusal is the airline's position and it binds no one; nothing in Regulation 261/2004 makes the airline's decision final. The bodies that can decide — approved ADR schemes, the national enforcement body and the courts — sit outside the airline, and airlines pay valid claims at those stages that they refused at the first.

Condizioni

The claim must have been right on the facts: regime, three-hour or 14-day rule, cause

Eccezioni

A refusal can be correct; a free check of the flight tells you which before you escalate

Esempio

An airline refuses a €400 claim for a technical fault. Technical faults are not extraordinary (van der Lans); the ADR scheme applies that rule and the airline pays.

Passo successivo

Check whether the claim was right

What if the airline says extraordinary circumstances?

Extraordinary circumstances excuse the airline only if it proves that a specific event outside its control caused the disruption to your flight and that all reasonable measures could not have avoided it. Technical faults, crew shortages, knock-on delays from the airline's own operations and strikes by its own staff are not extraordinary; severe weather, ATC restrictions, bird strikes and third-party strikes can be, with proof.

Condizioni

The event must have affected your flight, at the relevant time, not the day in general
The airline must show what it did to avoid the delay, including re-routing

Eccezioni

Refund, re-routing and care rights survive even a genuine extraordinary circumstance

Esempio

A refusal citing “adverse weather” for a flight that departed on a day when other flights from the same airport operated normally has not met the test.

Passo successivo

Test the airline's reason

What evidence should I request from the airline?

Ask, in writing, for the specific circumstance the airline relies on, the time and airport it applied to, the record that shows it (a NOTAM, an ATC slot message, a METAR weather report, a strike notice), whether other flights operated in the same period, and the measures the airline took to avoid the delay. For a disputed delay, ask for the time the doors opened at your final destination.

Condizioni

Quote the airline's reference and give a 14-day deadline
Keep your own evidence of the arrival time and of every message

Eccezioni

The airline is not obliged to answer you; its silence becomes part of the file the ADR scheme or the enforcement body assesses

Esempio

For a “late inbound aircraft” refusal, the question is what caused the first delay in the rotation — that cause decides whether the knock-on was extraordinary.

Passo successivo

Prepare the reply with the free letter

Can I appeal the airline's decision?

Not inside the airline — there is no appeal procedure to apply to. You answer the refusal once with a reasoned reply, and if the position does not change you refer the case outside: to the ADR scheme the airline belongs to, to the enforcement body of the departure country, or to the small-claims court. Each of those can reach a different outcome from the airline's.

Condizioni

One written reply with a deadline, then referral
Referral to an ADR scheme usually needs the airline's final answer or 8 weeks of silence

Eccezioni

Some airlines do run an internal "review" step; it is not required before escalation

Esempio

A passenger refused by a UK airline replies once, waits 14 days, and refers the case to CEDR; the decision binds the airline.

Passo successivo

Which body applies to my flight?

Should I contact an ADR scheme, an ombudsman or the enforcement body?

Use the ADR scheme first where the airline is a member: it is free, it decides the individual claim, and in the binding schemes the airline must comply. Use the national enforcement body where there is no scheme, or in parallel; it assesses the complaint and can sanction the airline, but outside Spain it does not order payment. There is no separate flight-compensation ombudsman above these two.

Condizioni

ADR: after the final response or 8 weeks of silence; the dispute must be one the scheme covers
Enforcement body: the country of departure (or of arrival for an inbound EU-carrier flight)

Eccezioni

Switzerland has no ADR scheme; FOCA and the civil courts are the routes
Spain's AESA is both the enforcement body and a binding dispute-resolution entity

Esempio

For a Ryanair flight from Stansted, AviationADR; from Dublin, the Irish Aviation Authority; from Madrid, AESA.

Passo successivo

ADR schemes, members and waiting periods

When can Horvera reassess a rejected claim?

At any point after the refusal, and ideally before you reply: the free check applies the Regulation to the flight and tells you whether fixed compensation was due, the amount and the escalation route for your departure country. Where the claim was right, the Claim Pack reads the airline's reply, classifies the ground and prepares the reasoned reply and the referral. Horvera is not a regulator, a court or an ADR scheme and does not decide the case.

Condizioni

The flight, the date, the disruption and the cause the airline named
The refusal letter, for the ground it actually states

Eccezioni

Claims past the limitation period of the departure country cannot be revived
A claim that was wrong on the facts is reported as such; refund and care rights may still be worth pursuing

Esempio

A passenger refused for “extraordinary circumstances” runs the check: the flight departed the EU, arrived 3 h 40 late, and the stated cause was a crew shortage — not extraordinary. The reply cites TAP (C-156/22).

Passo successivo

Review my rejected claim

What documents should I upload for a review?

The booking confirmation, the boarding passes, the airline's refusal with its date and reference, your original claim, any messages the airline sent about the disruption, and proof of the arrival time or the cancellation notice. Receipts for meals, hotel or transport support a separate expenses claim.

Condizioni

Dated documents; the boarding pass shows the operating carrier, which decides scope
The refusal letter matters most: its wording decides the ground you are answering

Eccezioni

A missing document is never fatal — the review marks what is missing and what it changes

Esempio

A boarding pass showing “operated by Malta Air” on a Ryanair booking is what settles a “we did not operate the flight” refusal.

Passo successivo

Start with the flight, add documents after

What happens if the airline ignores my appeal?

Silence is treated like a refusal by the escalation bodies. After the airline's final answer or eight weeks without a substantive one, the ADR scheme opens the case; the enforcement body accepts a complaint at any time; the small-claims court needs no answer from the airline at all. Send one dated reminder at the 14-day mark, then refer — the only thing silence can defeat is a claim left past the limitation period.

Condizioni

Keep the dated copies of the reply and the reminder
Check the limitation period of the departure country: one to six years

Eccezioni

Some schemes count the 8 weeks from the original claim, not from the reply

Esempio

A claim sent on 1 March, a reasoned reply on 20 April and a reminder on 5 May: from late April the case is referable to the ADR scheme.

Passo successivo

What to do when the airline ignores a claim

I motivi dati dalle compagnie, e quanto vale ciascuno

Airline says "extraordinary circumstances"

The airline is invoking Article 5(3): it says the cause was outside its control and unavoidable. That is a defence it has to prove for your flight, not a label it can apply to the day.

Cosa chiedere alla compagnia, per iscritto

Which specific circumstance affected flight [number] on [date], at what time and at which airport?
Where is it recorded — a NOTAM, an ATC slot message, a METAR, a strike notice?
What measures did the airline take to avoid the delay, and why could you not be re-routed sooner?
Did other flights operate from the same airport in the same period?

Quando questo motivo regge

It holds when the airline names the event, shows it applied to your flight rather than the schedule in general, and shows that spare aircraft, standby crew or re-routing could not have avoided the delay. A refusal that names nothing has proven nothing.

Prossimo passo

Reply once asking the four questions with a 14-day deadline; if the answer stays generic, refer the case to the ADR scheme or the enforcement body — they apply exactly these tests.

Airline rejected your claim because of weather

Severe weather can be extraordinary — but only weather that actually made your flight impossible or unsafe, at the time it was due to operate. "Adverse weather conditions" with no place, time or report is a template.

Cosa chiedere alla compagnia, per iscritto

What weather, at which airport and at what time, and what is the METAR or airport notice for that hour?
Did other flights depart from and arrive at that airport in the same period?
Was the delay caused by the weather itself or by a de-icing queue, a crew change or an aircraft swap the airline organised badly?
Why could the flight not be re-routed or retimed?

Quando questo motivo regge

It holds for a closed runway, a storm that halted operations, or visibility below the airport's minima for your slot. It does not hold for weather elsewhere, weather the day before, a knock-on delay the airline could have absorbed with a spare aircraft, or a de-icing queue the airline under-resourced.

Prossimo passo

Check publicly available flight history for the same airport and hour; if other flights operated, say so in your reply and escalate if the airline does not produce the weather record.

Airline rejected your claim because of a strike

Who was striking decides. A strike by the airline's own pilots, cabin crew or ground staff — even a lawful, union-organised one — is inherent in running an airline and is not extraordinary (Krüsemann, Airhelp v SAS). A strike by air-traffic controllers, airport security or a third-party handler can be.

Cosa chiedere alla compagnia, per iscritto

Whose staff were on strike, employed by whom, and on which dates and hours?
Was your specific flight on the list of flights the strike cancelled or held, or was it cut to protect the rest of the schedule?
For a third-party strike: why could you not be re-routed, including on another airline?

Quando questo motivo regge

It holds for an ATC, airport or third-party handler strike that actually held your flight and left no re-routing option. It does not hold for the airline's own staff, for a strike that ended before your departure, or for "operational reasons" that turn out to be a rostering problem.

Prossimo passo

If the strike was the airline's own, reply citing Airhelp v SAS (C-28/20) and escalate after 14 days; if it was a third party, ask for the strike notice and the re-routing options that were considered.

Airline rejected compensation after a technical issue

Technical problems are inherent in operating aircraft and are not extraordinary — including unexpected component failures discovered on the day (Wallentin-Hermann, van der Lans). The only exceptions are a hidden manufacturing defect affecting the fleet, or sabotage or terrorism, which the airline must prove.

Cosa chiedere alla compagnia, per iscritto

What exactly failed, and does the airline say it was a hidden manufacturing defect notified by the manufacturer or the regulator?
What did the airline do to avoid the delay — spare aircraft, another carrier, retiming?

Quando questo motivo regge

It almost never holds. A technical fault is the airline's risk; a refusal on this ground is the clearest case for a written reply and, if maintained, an ADR referral or a small claim.

Prossimo passo

Reply citing van der Lans (C-257/14) with a 14-day deadline; refer the case to the ADR scheme or the enforcement body if the airline maintains the refusal.

Airline says the delay was under three hours

A dispute about the arrival time. The moment that counts is when at least one aircraft door opened at your final destination (Germanwings v Henning), compared with the scheduled arrival on the booking — not touchdown, not the departure delay, not the time on the screen.

Cosa chiedere alla compagnia, per iscritto

What time does the airline say the doors opened at [final destination], and what is that based on?
What was the scheduled arrival time on the booking as originally issued?
For a connection on one booking: was the delay measured at the final destination rather than at the hub?

Quando questo motivo regge

It holds when the doors genuinely opened less than three hours after the scheduled arrival: a 2 h 55 arrival delay carries no fixed compensation, although care and expenses may still be due. It does not hold when the airline measured touchdown, the departure, or the wrong leg.

Prossimo passo

Compare the airline's figure with your own evidence — a photo of the arrivals board, a timestamped message, flight-tracking history. If your figure is three hours or more, reply with it and escalate; if it is under three hours, claim the care and expenses you paid for instead.

Airline says your flight is outside EU261

A scope argument under Article 3: the airline says the flight departed outside the EU/EEA, the UK or Switzerland on a non-European airline, or that the regime does not reach it. Sometimes right — often not: every departure from Europe is covered whatever the airline, and inbound flights are covered on EU, EEA, UK and Swiss carriers.

Cosa chiedere alla compagnia, per iscritto

Which airport does the airline say the flight departed from, and which airline actually operated it (the boarding pass, not the ticket)?
For a connection on one booking: did the journey as a whole start in Europe?

Quando questo motivo regge

It holds for a third-country airline flying you into Europe from outside it (Dubai to Manchester on Emirates), or for a flight entirely outside Europe. It does not hold for any departure from a European airport, for an EU/UK/Swiss carrier inbound, or for a connection that began in Europe on one booking (Folkerts).

Prossimo passo

Check the operating carrier and the departure airport against the rules; if the flight is within scope, reply citing Article 3 and escalate; if it is genuinely outside, the Montreal Convention and the airline's conditions are the remaining routes.

Airline says it was not responsible

Usually one of three things: "we did not operate the flight" (a partner or wet-lease airline did), "the delay came from an earlier flight" (a knock-on), or "the airport / handler / ATC caused it". Only the operating carrier owes compensation — but the operating carrier cannot pass a knock-on delay or its own contractor's failure to someone else.

Cosa chiedere alla compagnia, per iscritto

Which airline operated the aircraft, as shown on the boarding pass?
For a knock-on delay: what caused the first delay in the rotation, and was that cause extraordinary?
For a contractor (ground handler, de-icing company): was it working for the airline?

Quando questo motivo regge

It holds when another airline genuinely operated the flight — claim from that airline instead. It does not hold for a late inbound aircraft whose original delay was operational, or for a handler the airline itself engaged.

Prossimo passo

Confirm the operating carrier from the boarding pass; re-address the claim if it was the wrong airline, otherwise reply asking for the root cause of the first delay and escalate.

Airline rejected a missed-connection claim

On a single booking, a short delay on the first flight that costs you the connection is compensated on the delay at the final destination and on the distance of the whole journey (Folkerts). On separate tickets, each flight stands alone and the missed onward flight is not the first airline's problem.

Cosa chiedere alla compagnia, per iscritto

Were both flights on one booking reference?
What was the arrival delay at the final destination, measured when the doors opened?
Was the connection time in the booking the airline's own minimum connection time?

Quando questo motivo regge

It holds when the flights were bought separately, or when the connection was missed for a reason unrelated to the first flight (a late passenger, a security queue). It does not hold when one booking, a feeder delay and an arrival at the final destination three hours or more late are all present.

Prossimo passo

Check the booking reference on both boarding passes; on one booking, reply citing Folkerts (C-11/11) with the arrival time at the final destination and escalate.

Airline says your claim lacks documents

The airline says it cannot find the booking, needs proof of the reservation or of who travelled, or needs a signed authority. This is an administrative refusal, not a decision on the merits — and it is resolved by sending what is asked for, once, in writing.

Cosa chiedere alla compagnia, per iscritto

Which document exactly is missing, and in what form?
Has the airline recorded the claim under a case reference while it waits?

Quando questo motivo regge

It holds only until you supply the document. A booking confirmation, the boarding passes and a copy of your ID for the passengers named usually settle it; a claim company's power of attorney is a separate question.

Prossimo passo

Send the documents with the case reference and a dated cover note; if the airline then refuses on the merits, that new refusal is the one to test.

Airline refused without giving a reason

A bare "your claim does not qualify" or "operational reasons" is not a reason. Under Article 5(3) the airline carries the burden of proof; a refusal that names no cause has not begun to discharge it.

Cosa chiedere alla compagnia, per iscritto

On what ground exactly is the claim refused — delay length, scope, notice period, or an extraordinary circumstance?
If an extraordinary circumstance: which one, when, and what is the evidence?

Quando questo motivo regge

It cannot hold on its own. The airline may have a valid ground it did not state; your reply forces it to state one.

Prossimo passo

Reply once asking for the ground and the evidence with a 14-day deadline; escalate if the answer stays empty — an unreasoned refusal usually fails before an ADR scheme.

Airline has not answered your claim

Silence is common and it is not a refusal. It does not stop the limitation period running, and most ADR schemes accept a case after eight weeks without a substantive reply; the enforcement body accepts a complaint at any time.

Cosa chiedere alla compagnia, per iscritto

Did the claim reach the airline — is there an acknowledgement or a case reference?
Has the airline's own published response time passed?

Quando questo motivo regge

Silence never defeats a claim; only the limitation period of the departure country does. Check that period before waiting on the airline.

Prossimo passo

After four weeks send a dated reminder with a 14-day deadline; after eight weeks refer the claim to the ADR scheme or the enforcement body of the departure country.

Airline gave another reason

Other refusals are usually one of: the cancellation was announced 14 days or more ahead; a replacement flight met the legal time windows; the compensation was already paid; the claim duplicates another; or the airline offers vouchers instead of money. Each has a specific answer, and some are correct.

Cosa chiedere alla compagnia, per iscritto

What is the exact ground, in the airline's words?
For a notice argument: when and how was the cancellation communicated, and to which address?
For a voucher offer: has the airline been told, in writing, that you want payment under Article 7(3)?

Quando questo motivo regge

A cancellation notified 14 days or more ahead, a replacement inside the windows, or a payment already made are valid grounds. A voucher offer, a duplicate-claim reply to your own claim, or a reference to the airline's own conditions are not.

Prossimo passo

Identify the ground and answer it once; if it is a voucher, refuse it in writing and ask for the money; if it is a valid ground, the refund, re-routing and care rights may still be worth claiming.

Fonti

Agentur für Passagier- und Fahrgastrechte (apf)Schlichtung Flug — Voraussetzungen
Court of Justice of the European UnionCase C-139/11 Cuadrench Moré v KLM — the time limit for bringing a compensation claim under Regulation 261/2004 is determined by the national law of each Member State
Court of Justice of the European UnionJoined Cases C-156/22 to C-158/22 TAP Portugal — unexpected absence of crew is not an extraordinary circumstance
Court of Justice of the European UnionCase C-257/14 van der Lans v KLM — spontaneous technical failure is inherent in the normal exercise of the activity
Court of Justice of the European UnionCase C-549/07 Wallentin-Hermann v Alitalia — technical problems are not, as such, extraordinary circumstances
Schlichtungsstelle Reise & Verkehr e.V. (söp until the end of 2023)Conciliation for air travel — requirements (member airline, two months since the complaint, no court case) and procedure
Agencia Estatal de Seguridad Aérea (AESA)Reclamaciones por cancelaciones, retrasos, denegaciones de embarque y PMR — resolución alternativa de litigios (vuelos desde el 2 de junio de 2023)
European CommissionInterpretative Guidelines on Regulation (EC) No 261/2004 (2016/C 214/04)
European Commission — DG MOVEHow to complain: contact the airline first, then the National Enforcement Body of the country of departure (or arrival for inbound EU-carrier flights)
European Parliament and CouncilRegulation (EC) No 261/2004 establishing common rules on compensation and assistance to passengers in the event of denied boarding and of cancellation or long delay of flights
Médiation Tourisme et Voyage (MTV)Saisir le médiateur — conditions de recevabilité (réclamation écrite préalable, absence de réponse sous deux mois ou réponse insatisfaisante, saisine dans l'année)
Rijksoverheid (Dutch central government)Wat moet ik doen als ik een klacht heb over een luchtvaartmaatschappij?
AviationADR (Consumer Dispute Resolution Ltd)AviationADR — CAA-approved ADR scheme: eligibility (final response or eight weeks without reply)
UK Civil Aviation AuthorityAlternative dispute resolution (ADR) for aviation complaints
CEDR (Centre for Effective Dispute Resolution)CEDR Aviation — CAA-approved ADR scheme

Ultima revisione legale: 18 settembre 2026 · Contenuto aggiornato: 18 settembre 2026

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