My Airline Rejected My Claim — What Now?

You filed a compensation claim for your delayed or cancelled flight. The airline responded with a rejection. Maybe they cited "extraordinary circumstances." Maybe they said the delay wasn't long enough. Maybe they didn't explain at all. Whatever the reason, you're now wondering: is this the end of the road?

It isn't. Approximately 52% of eligible flight compensation claims are wrongfully rejected by airlines, often due to vague explanations or claims of extraordinary circumstances. This isn't because the claims are invalid — it's because rejection is cheaper than payment. Airlines know that most passengers accept the rejection and never follow up. Every rejected claim that goes unanswered saves the airline money by avoid paying what they legally owe.

If your airline rejected your compensation claim, the question isn't whether you have rights — you almost certainly do. The question is whether the airline's rejection is legitimate. In the majority of cases, it isn't. Whether your airline rejected compensation outright, your flight compensation claim was rejected with a vague explanation, your flight delay claim was rejected citing "extraordinary circumstances," or the airline refused compensation without providing a denial reason — the response is the same: challenge it.

This guide explains why airlines reject claims, how to identify an invalid rejection, how to use alternative dispute resolution, and how FlyPayout can take over and get you the compensation you're owed.

Why airlines reject valid claims — and the most common reasons

Airlines reject claims for one reason: it works. Most passengers give up. The rejection strategies are remarkably consistent across the industry, and the most common reasons share a pattern of vague or misleading explanations designed to avoid paying compensation.

"Extraordinary circumstances"

This is the most common reason for rejection — and the most frequently misused. Airlines cite extraordinary circumstances to reject claims when the actual cause of the disruption does not qualify. Understanding the exact reason matters because it determines whether the rejection is valid.

What IS extraordinary: Severe weather conditions at your specific airport, ATC controller strikes, security threats, lightning strikes that trigger mandatory inspections, bird strikes, volcanic eruptions, and political unrest or civil instability affecting the flight.

What is NOT extraordinary (but airlines claim it is): Technical faults, crew shortages, crew illness, airline staff strikes, cascading delays from a previous flight or first flight, IT system failures, and ground handling problems. These are all the airline's responsibility.

Courts have ruled on this extensively. The CJEU established in Wallentin-Hermann v Alitalia (C-549/07) that technical issues are inherent in airline operations. The UK Supreme Court ruled in Lipton v BA Cityflyer [2024] that even crew illness is not extraordinary. The CJEU confirmed in TAP Portugal (C-156/22, 2023) that even the death of a crew member is not extraordinary. The only exception for technical problems is a hidden manufacturing defect that is unprecedented and confirmed by the manufacturer across an entire aircraft type.

If the airline's denial reason cites technical faults, crew problems, or airline staff strikes, the rejection is invalid and you are owed compensation.

Air traffic control restrictions are also frequently misused. ATC delays can be a legitimate extraordinary circumstance when ATC genuinely limits runway capacity or institutes ground stops. However, airlines often cite ATC restrictions as a reason for denying compensation when the actual issue was their own operational failure. If other airlines were operating normally from the same airport at the same time, this is clear evidence that ATC was not the cause.

Vague or missing explanations

Many airlines reject claims with a generic message like "We regret that compensation is not payable in this instance" without providing a clear explanation. Under EC 261 and UK 261, the burden of proof is on the airline. If they cannot provide the exact reason and prove the specific extraordinary circumstance, the rejection does not hold up.

It is important to keep a paper trail of all relevant documents related to your flight, as this documentation serves as evidence to support a compensation claim appeal. This includes the airline's rejection letter, any delay notifications, boarding passes, and records of all correspondence.

"The delay was less than 3 hours"

Airlines sometimes claim the delay was under the 3-hour threshold, using departure time rather than arrival time. Under EC 261, the delay is measured at arrival — specifically, when the aircraft doors open at the destination. A significant difference between departure delay and arrival delay is common on long-haul routes where crew make up time in the air.

If the airline measures from scheduled departure or from touchdown rather than doors-open, their calculation may be wrong and the rejection is invalid.

"The regulation doesn't apply to your flight"

Airlines sometimes claim EC 261 or UK 261 does not cover the route. This is often invalid because EU-registered airlines are covered in both directions — not just on departures from EU airports. A Lufthansa flight from New York to Frankfurt is covered. A KLM flight from Tokyo to Amsterdam is covered. Many airlines count on passengers not knowing this, particularly on routes passing through London Heathrow or other major hubs where many airlines from different airlines operate.

No response at all

Some airlines simply do not respond. Silence is a rejection strategy — the airline hopes you will forget and move on. Under UK CAA guidance, airlines should respond within 8 weeks. If they do not respond within this time frame, that does not mean your claim is invalid — it means the airline is stalling.

In this situation, the next step is to follow up formally, then escalate to alternative dispute resolution or a National Enforcement Body if the airline continues to ignore the claim.

How to tell if your rejection is invalid

Most invalid airline rejections share common red flags.

No specific cause mentioned. If the airline says "extraordinary circumstances" but does not specify the exact reason and what those circumstances actually were, the rejection is likely invalid.

Generic template language. If the rejection reads like a form letter that could apply to any flight, it probably is. Airlines use template rejections on a massive scale — these are among the most common reasons claims fail at first submission.

Cause does not match the facts. The airline claims bad weather but you checked the weather data and conditions were clear at your airport. Or the airline claims air traffic control restrictions but your flight was the only one delayed while other airlines were operating normally.

Cause is one of the most common reasons that is not extraordinary. Technical issues, crew shortage, airline staff strike, IT failure, and previous flight delay within the airline's control — courts have confirmed that none of these qualify. If the airline cites any of these as the denial reason, they are wrong.

What to do after a rejection

After a flight compensation claim is rejected, the first step is to ask the airline for a detailed explanation of the denial, ensuring they provide clear reasons rather than vague terms.

Once you receive the airline's explanation, check if the denial reason aligns with EC 261 or UK 261 regulations to determine if it was legitimate or if the airline is at fault.

Gather supporting documentation. This is crucial for building a strong appeal — collect flight data, weather records, boarding passes, and records of actual arrival and departure times.

If the airline maintains its rejection after your appeal, you can escalate to the relevant National Enforcement Body (NEB) or use alternative dispute resolution (ADR) schemes for an independent review.

Many airlines belong to independent, legally binding ADR bodies. Submitting a claim through an ADR scheme is usually free for consumers, and the airline must comply with the final ruling.

If the airline does not use an ADR scheme, cases can be escalated to the government aviation regulator.

What happens when FlyPayout takes over a rejected claim

Independent verification. We cross-reference the airline's stated cause against independent flight data, weather records for your specific airport and time, ATC notices from Eurocontrol, and CJEU case law on extraordinary circumstances.

This is fundamentally different from a passenger following up by email — we have access to aviation databases that individual passengers do not.

Evidence-based challenge. If the airline's defense does not hold up against the evidence, we submit a detailed rebuttal with supporting data.

Legal escalation. If the airline maintains its rejection, our legal team files the case in court. Airlines frequently settle at this stage — they reject individual passenger claims but pay when faced with a well-documented legal case.

No cost to you. FlyPayout operates on a no-win-no-fee basis. If we take over your rejected claim and do not succeed, you pay nothing.

Common airline rejection tactics by carrier

Ryanair is known for template rejections citing extraordinary circumstances without detail, slow response times, and pushing vouchers instead of cash.

easyJet has a more structured claims process but still frequently cites extraordinary circumstances for operational issues.

British Airways invokes extraordinary circumstances for crew-related issues — despite the Lipton ruling directly involving its own subsidiary.

Lufthansa may cite "operational reasons" without specifying whether the cause was extraordinary, and Germany's 3-year limitation means older claims require prompt action.

Wizz Air is known for slow responses and generic rejections.

TAP Air Portugal frequently cites extraordinary circumstances — despite being the airline in the CJEU co-pilot death ruling (C-156/22).

How FlyPayout Handles Your Rejected Claim

1. Check your flight. Enter your flight details into our free compensation calculator. In under 2 minutes, we assess whether the airline's rejection is likely valid or not.
2. Submit your claim. If we believe the rejection is invalid, FlyPayout takes over entirely. We prepare an evidence-based challenge using independent flight data and submit it to the airline.
3. Get paid. If the airline refuses to pay after our challenge, our legal team takes the case to court at no cost to you. We only charge our fee when the compensation arrives in your account. If we don't win, you pay nothing.

Frequently Asked Questions

My airline rejected my claim citing extraordinary circumstances. Is this valid?

It depends on the specific cause. If the airline cites weather conditions, ATC restrictions, or security threats — and these genuinely affected your specific flight — the rejection may be valid. If the airline cites technical faults, crew shortages, crew illness, or airline staff strikes, the rejection is invalid. FlyPayout independently verifies the cause using clear evidence and challenges invalid rejections.

Can I still claim if the airline already rejected me?

Yes. An airline rejection is not a final decision. You have the legal right to challenge it and to use alternative dispute resolution or the National Enforcement Body if the airline refuses to cooperate.

The airline offered vouchers instead of cash. Do I have to accept?

No. Under EC 261 and UK 261, you have the right to cash compensation. Vouchers and loyalty points are only acceptable if you explicitly agree.

How long after a rejection can I still pursue my claim?

The limitation period depends on the jurisdiction, not on when the airline rejected you. If your flight is still within the applicable limitation period — 6 years in England and Wales, 5 years in France, 3 years in Germany — you can still pursue the claim.

Does FlyPayout charge anything if the claim fails?

No. FlyPayout operates on a no-win-no-fee basis. If we take over your rejected claim and do not succeed in getting compensation, you pay nothing.

An airline rejection is not the end. It's where FlyPayout begins.

Airlines reject valid claims because it works. Most passengers accept the rejection and walk away. Don't be one of them. FlyPayout specializes in overturning airline rejections — with independent evidence, expert legal teams, and the persistence to take airlines to court when they refuse to pay.

Check your rejected claim now — it takes less than 2 minutes, and it's completely free.

FlyPayout helps passengers claim compensation for flight delays, cancellations, denied boarding, overbooking, missed connections, and baggage claims. Our service is risk-free — you only pay when we succeed.