Airlines often reject a valid claim hoping you’ll give up. You usually have several free or low-cost ways to push back — no claim agency needed.
1. Get a written, final answer first
Reply to any refusal in writing, asking the airline to state the specific reason and confirm this is their final response. For a “technical fault” or “operational” excuse, point to extraordinary circumstances — most don’t qualify. Keep every email.
2. Escalate to the right body
- EU flights (EU261): complain to the National Enforcement Body (NEB) of the EU country where the disruption happened (usually the departure country). Each EU state has one; find it via the European Commission’s air-passenger-rights pages. Some countries also offer ADR.
- UK flights (UK261): if the airline is a member of an approved ADR scheme — AviationADR (run by CDRL) or CEDR — file there for a binding decision (within 12 months of the airline’s final response). If the airline isn’t in a scheme, take it to the CAA’s Passenger Advice and Complaints Team (PACT) (non-binding).
- US flights: file with DOT Aviation Consumer Protection at transportation.gov/airconsumer. DOT reviews complaints and uses them for enforcement.
3. Backstops that work
- Credit-card chargeback — for a refund you’re owed but didn’t get (cancelled flight, service not provided), dispute the charge with your card issuer. Strong for refunds; less so for EU261 compensation.
- Small claims / money claim court — for EU261/UK261 compensation the airline won’t pay, a small-claims action (e.g. England & Wales “Money Claim Online”) is cheap and you don’t need a lawyer. Attach your letters, the regulation, and proof of the delay.
- Travel insurance — may cover gaps (expenses, missed bookings) that the airline won’t, subject to your policy.
Mind the deadlines. EU/UK compensation limits run in years (UK: 6 in England & Wales, 5 in Scotland), but UK ADR must be used within 12 months of the airline’s final reply, and Montreal baggage claims have 7-day / 21-day complaint windows and a 2-year suit limit. Don’t let a slow airline run the clock down — escalate rather than wait indefinitely.
4. Keep it organized
Build a simple file: booking and boarding passes, the delay/cancellation proof, every letter and the airline’s replies, and your calculation. You’ll reuse it for the NEB/ADR/DOT form or the court claim. Before paying a claim agency a third of your money, try doing it yourself — it’s usually one letter and one escalation.