Claim to the airline: template message for EU 261 compensation

When you can claim standard compensation

Under EU Air Passenger Rights Regulation 261/2004, the standard compensation is €250, €400 or €600 depending on the length of the flight. The right arises if you reach your final destination at least three hours late, the flight is cancelled less than 14 days before departure or you are denied boarding against your will.

Compensation is not paid if the cause is extraordinary circumstances that could not have been avoided even if all reasonable measures had been taken, such as weather endangering flight safety. The airline must prove the circumstances. The compensation amounts and the duty of care are described in more detail in Travel Radar's guide to flight delays.

To whom and how the claim is made

According to the Finnish Competition and Consumer Authority's guidance, the claim is made to the airline that operated or should have operated the flight, even if the ticket was bought through a booking site. For a package holiday, the tour operator may also be liable.

Make the claim in writing as soon as possible, usually using the airline's online form or by email, and keep a copy. The FCCA's guidance gives no exact deadline, but delay makes it harder to gather evidence. You can also use the EU complaint form or the FCCA's complaint assistant.

You do not need to claim compensation through a paid service. According to the FCCA (KKV), compensation can be paid in cash, by bank transfer or by cheque, and as travel vouchers or other services only with the passenger's signed consent.

Gather evidence already at the airport

A claim is easier to justify when the information is recorded straight away. The final delay is calculated from arrival at the destination, so for connecting flights made on the same booking, the arrival time of the last flight is decisive.

Take a screenshot of the airline's notifications and the departures board.
Record the actual arrival time and ask the airline for a written explanation of the reason.
Keep receipts for meals, accommodation and transport.
Do not accept a travel voucher instead of compensation if you want money.

What to write in the claim

The claim must clearly state who is claiming, from whom, which flight the matter concerns and why.

Your name, contact details and booking number
Flight number, date, and departure and destination airports
What happened: scheduled and actual arrival time or date of cancellation notice
Claim in euro amounts: standard compensation and any expenses with receipts
Basis: EU Regulation 261/2004
Account number and a reasonable response time

Template: compensation claim to an airline

Below is a template text that you can edit. The names and details are fictional examples. Replace the parts in square brackets with your own details and choose the correct compensation amount according to the length of the flight.

Template: Compensation claim under EU Regulation 261/2004

To: [airline], customer service

Sender: Maija Meikäläinen, [address], [email], booking number [ABC123]

Flight [flight number] [date] on the route [departure airport]–[destination airport] arrived at its destination at [time], i.e. [number of hours] hours behind schedule. / The flight was cancelled and this was announced on [date].

I demand the standard compensation under Article 7 of EU Regulation 261/2004, [250 / 400 / 600] euros. In addition, I demand compensation for expenses incurred during the waiting time, [amount] euros (receipts attached).

If you consider that the delay was due to exceptional circumstances, I request a written explanation and evidence of this.

I request that the compensation be paid to account [IBAN] and that you reply by [date].

Attachments: booking confirmation, receipts, a screenshot of the cancellation or delay notice.

[Place and date] – Maija Meikäläinen

If the airline does not pay

Wait first for the airline's reply. If it rejects the claim or does not respond, the FCCA's consumer advisory service will help when the airline has an establishment in Finland or the flight departed from Finland. For a foreign airline with no establishment in Finland, advice is given by the European Consumer Centre.

The Consumer Disputes Board handles free of charge disputes concerning flights bought as a private individual, when the delay, cancellation or denied boarding occurred in Finland. Before requesting a decision, you must complain to the airline and generally contact consumer advice, otherwise the Board may decline to handle the matter. The Board's decisions are recommendations. Those travelling on business are referred to Traficom.

According to the board, delays and cancellations that occurred in another EU country fall under the authority of that country. The FCCPA advises writing to the supervisory authorities of other EU countries in English or in the language of the country. They supervise compliance with the regulation but do not necessarily resolve individual compensation claims.

Checked baggage has separate deadlines: according to KKV, damage and loss must be reported within seven days and delay within 21 days.

Frequently asked questions

Do I need a claims service to apply for flight compensation?

No. You can make the claim yourself directly to the airline free of charge, and help is available from consumer advice if needed.

Can an airline pay compensation as a gift voucher?

According to KKV, compensation is paid in cash, by bank transfer or by cheque. Travel vouchers are possible only with the passenger's signed consent.

Where do I complain about a foreign airline?

If the company has no place of business in Finland, contact the European Consumer Centre.

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Sources

The article is general information and does not replace the guidance of an authority, a lawyer or an adviser. Check up-to-date information from the sources.

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