Filing an EU261 Claim Directly with the Airline: Template Included

Airlines process millions of customer contacts. A generic complaint gets a generic response. A claim that cites EU Regulation 261/2004 by name, states the exact compensation amount, and references escalation to the NEB gets taken seriously. The letter signals that you know your rights.

Airlines have internal escalation triggers. Claims that cite the regulation by name and mention NEB escalation are often routed to specialized teams that process legitimate EU261 claims. A vague "I want compensation" complaint gets routed to general customer service.

Below is a template you can adapt for your situation. Replace the bracketed sections with your specific details.

Subject: EU261/2004 Compensation Claim, Flight [XX123], [Date] Dear [Airline] Customer Relations, I am writing to claim compensation under EU Regulation 261/2004 for flight [XX123] on [date] from [origin] to [destination]. This flight was [cancelled / delayed by X hours at arrival], which qualifies for compensation under Article [5 (cancellation) / 6 (delay) / 4 (denied boarding)] of the regulation. Based on the great circle distance of [X km] between [origin] and [destination], I am entitled to [€250 / €400 / €600] per person. Passengers on this booking: [list names]. Total compensation claimed: €[amount]. Please process this payment within 14 days to the following bank account: [details]. If this claim is not resolved within 6 weeks, I will escalate to the National Enforcement Body in [departure country]. Booking reference: [ref] Flight number: [XX123] Date of travel: [date] [Your name and contact details]

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  Booking confirmation showing your name, flight details, and booking reference.

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  Boarding pass (if available) showing the flight and date.

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  Evidence of the delay or cancellation: airline notifications, app screenshots, or flight tracking data.

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  Your bank details for payment (IBAN for European transfers, or specify your preferred method).

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  Receipts for expenses if you are also claiming duty-of-care costs (meals, hotel).

For more guidance on writing airline complaints, see our complaint letter guide. For an overview of the full claims process, read our step-by-step guide.

Allow 6 to 8 weeks for the airline to respond. Many airlines respond within 28 days. If the airline rejects your claim, review the rejection reason carefully. If they cite extraordinary circumstances, request documentation and consider escalating. If they do not respond at all, escalate directly to the NEB.

For details on how airlines try to avoid paying and how to counter each tactic, see our guide on airline avoidance strategies. To have TravelStacks handle the entire process, check your flight.

If the airline rejects your claim or does not respond within 8 weeks, escalate to the National Enforcement Body in the departure country. For UK departures, contact the UK CAA. Include your original claim, the airline's response (or note of non-response), and any supporting documentation.