What to do when the airline rejects your claim?

Jan 15 2025 MFR travel team

Airline claim can help you get compensation or at least covering your expenses in case of flight delay, or flight cancellation, or if your luggage is lost, or damaged. Unfortunately, not every filed claim is successfully accepted and sometimes even rejected, but the reason for that is not always valid. However, this does not mean that it is the end of the process. In this article we will provide you with a basic step-by-step guide on how to appeal a rejected airline claim and make sure you will get the fair treatment.

Step 1: Review the denial reason

It’s a requirement for every airline to provide the customer with exact reason, or reasons for declining their claim. First and foremost, it’s very important to read carefully and understand the reasons provided by the airline for their rejection. The most common reasons that they give are:

• Extraordinary circumstances: Airlines sometimes try to avoid paying you money for delayed or cancelled flights by calling the situation "extraordinary." But not everything they say is extraordinary really is. For example, if a plane has a normal technical problem, like something that needs fixing because it wore out over time, that’s usually the airline’s fault, and they might owe you compensation.
• Documentation issues: Lack of necessary documents such as boarding passes, receipts, or other relevant evidence may lead to a rejection. This is why it is very important for passengers to keep every document as a digital copy, so when asked to provide the proper documentation, you can have it all together and minimise the possibility of rejecting.
• Deadline missed: Flight issues-related claims have a time frame when they can be submitted, so check the airline’s claim deadlines and policy. However, some rejections may not hold up under scrutiny if you submitted your claim on time.

When you read and understand the given reasons, you will be able to build stronger appeal further.

Step 2: Gather supporting documentation

Now that you built your stronger appeal, it’s time to look at your documents, their quality and completeness. For this, you will need the following documents:

• Flight information: Make sure you have all your important stuff with you: your boarding pass, passport, ticket, and booking confirmations. It’s also super important to keep digital copies of these, like a photo or a scanned version on your phone. Just double-check that everything on those copies is clear and easy to read.
• Official communication: Save all the messages you get from the airline about your flight, like emails or texts. Take screenshots of everything and keep them in a separate folder with your boarding pass and passport. It’s an easy way to stay organized and have everything in one place.
• Receipts for expenses: Keep receipts for any extra money you spend because of the flight problem, like food, a hotel, or transportation. These are your proof, and they can help you get reimbursed later, because the airline is obligated to take care of the passengers affected by the flight irregularity.
• Weather reports or news: If the airline says the delay happened because of bad weather, double-check! Look up weather reports or news to see if it’s true. If you’re at the airport, check the flights board to see which flights took off and which got delayed, and look outside to see the actual weather. Taking photos of the board or the weather can really help. Save anything that shows the airline might be wrong.

By ensuring that you have all the proper documentation ready, you can make a significant difference in your appeal. Remember, paper trail of everything is a crucial part of a claim for compensation.

Step 3: Draft a strong appeal letter

You are ready with gathering the documents and understanding the denial reasons, right? Okay, now it’s time for the most important part of all – writing the appeal letter! This letter should include the following:

• Introduction and flight details: Start your letter with your name and the details of your flight, like the flight number, date, and route. This is super important so the airline can easily find your booking and would not reject your claim because they cannot find you in their system.
• The issue in question: Briefly explain the delay, cancellation, or disruption and how it affected your journey. Keep it steady, but detailed. Explain every piece of evidence that you have gathered.
• Response to the denial reason: Do you remember the denial reasons? Now it’s time for you to mention those and explain why according to you, they might not be valid.. For example, if they cite “extraordinary circumstances,” provide evidence to refute their claim. Reference regulations like EC261 or the Montreal Convention if applicable.
• Specific compensation requested: Now you must clearly state the amount of compensation you are going for, or the reimbursement you are requesting from the airline. Remember to explain very clearly why your claim is justified.
• Relevant documents attached: Always make sure to mention the documents you have attached as a support to your appeal. This will make it easier to review.

The tone of the letter is everything, be polite but firm in your claim. Focus on the facts and evidence, but avoid confrontational statements, because this might be one whole reason for the airline to reject your appeal. Prove them that they could possibly be wrong!

Step 4: Submit the appeal and track its progress

Everything is set and now we wait. All documents are provided, appeal letter is written, and it’s all submitted using the specified method by the airline (email, online form, or postal mail). Keep a copy of the sent email, or proof of mailing. This might come handy later. Now you follow these steps:

• Get a confirmation: Make sure that the airline received your appeal letter. If they did not confirm in any way that it was received by them and being in the process of checking, then follow-up with customer service, they might be able to help you with the tracking.
• Check response deadlines: Most of the airline specify the timeframe of their response to appeals. Make sure to know the time frame, note it somewhere (screenshot of this information on their website works best) and follow-up if you did not receive a response within the time frame they provided.

To follow-up shows a clear sign of commitment to resolving the issue and make your case stronger. Other times it is a better idea to apply just a little more pressure on the airline, so you can receive an answer sooner and the answer you are looking for.

Step 5: Escalate if necessary

Let’s say that the airline refused your appeal. It is sad, indeed. But that is not your sign to give up, not yet. So, you are left with the following options:

• National Enforcement Bodies (NEBs): In the EU, there are government agencies responsible for ensuring airline compliance with regulations. Filing a complaint with an NEB may pressure the airline to reconsider your claim.
• Alternative Dispute Resolution (ADR): Some airlines collaborate with ADR providers to resolve claims without court involvement. Check the airline’s website or appeal response for ADR information.
• Small claims court: If ADR is unavailable or unsuccessful, you can take your claim to small claims court. This process may take longer but demonstrates your determination if you have a solid case.

How MYFLYRIGHT can help you with denied claims

Navigating the airline claims process, especially after a rejection, can be challenging. MYFLYRIGHT specializes in handling complex airline claims and can manage the entire process for you, including escalation if needed. With a “no win, no fee” approach, you won’t incur additional expenses, eliminating stress. MYFLYRIGHT has expertise in EC261 and Montreal Convention claims, ensuring you receive the fair treatment you deserve.