Help

So you’re trying to file a claim with an airline, but unsure where to start.

We have made a short checklist you can follow to ensure the greatest chances of success.

First, visit the Civil Aviation Authority website and make sure you are entitled to compensation. Whether it was a cancellation, delay, lost baggage, denial of boarding; the CAA is only here to help you and your airline understand passengers’ rights.

Once you have determined the validity of your claim, take advantage of the CAA standardised claim form, which can be found on this page.. This ensures that your airline knows that you understand your rights, and dissuade them from dismissing or ignoring your email.

Please allow a few weeks for a response, as there is no time limitations on when you can file. If more than 14 days pass without a response, it might be a good idea to resend your email. If more than 28 days pass, it might be time to elevate your claim.

Your next move, if you’re done waiting or they’ve sent you a refusal, will be to find out which ADR (alternative dispute resolution) scheme the airline has an agreement with. This page lists many of the major players and their ADR representation, or here at the CAA. These companies will never charge a cent and will do everything they can to make your claim go through.

Notably missing from the list is Ryanair, who has forgone any representation in lieu of handling complaints themselves. For them, and other airlines who try to avoid payouts, you can file a claim directly with the CAA, who will also impose an additional fine to the airline if they are found liable.