Which? Legal

Advice on your complaint

You can speak to Which? Legal for affordable advice on your issue, and get help with making an effective claim.

Can I still claim money back from an airline after Brexit?

Yes, you still have all the same rights as before, unless the government decides to change the law in the future.

We explain how consumer law will could be affected by Brexit.

Who do I escalate my complaint to?

If you booked a flight that either departed from Europe or was with a European airline, you're protected by the Denied Boarding Regulation - or EU Regulation 261/2004 - if your flight is delayed or cancelled.

You can use our free flight delay compensation tool to make a claim.

But if you've made a complaint to the airline and they haven't given you the money you think you're owed, you have the right to escalate it further.

The next step is to take it to one of the Alternative Dispute Resolution (ADR) firms that are responsible for dealing with complaints and enforcing payments.

Use our look-up guide below to see which ADR your airline is a member of.

What's an ADR scheme? 

Alternative dispute resolution (ADR) schemes are processes that enable you to resolve a dispute you’re having with a company without having to go to court.

Some ADR schemes are called ombudsman services. Our ADR guide explains the common types of ADR and when to use an ADR scheme in more detail.

My airline doesn't have an ADR

If your airline doesn't have an ADR, you'll need to complain to the Civil Aviation Authority (CAA).

Although the CAA doesn't have the power to enforce its rulings, it can advise the airline to pay you compensation and most of the time they do.

How do I complain?

  1. First take your complaint directly to the airline. Use our free letter template to request compensation make it easier.
  2. If you're not happy with the response or haven't had a response from the airline within eight weeks, you can take your complaint to the ADR scheme your airline is a member of.
  3. Use our look-up guide to find out who you need to contact.

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