Start with the actual reason for refusal
A rejection does not automatically mean the airline is wrong, and a long delay does not automatically mean compensation is payable. Save the full decision and case reference. Identify whether the dispute is about the flight facts, the rules that apply or missing information.
An automated acknowledgement is different from a reasoned refusal. If you have only a receipt message, keep it as evidence of when you first applied.
Match the refusal to the next practical check
| Reason given | What to check |
|---|---|
| Booking or passenger not found | Compare names, flight date and booking reference with the original confirmation. Provide the corrected details using the existing case reference. |
| Delay below the threshold | Compare scheduled and actual arrival, including the date and time zone. Separate departure delay from arrival delay. |
| Extraordinary circumstances | Ask which event affected your particular flight, how it caused the disruption and what measures the airline took. |
| Flight not covered | Recheck the route and operating airline using our eligibility guide. Do not rely only on the company that sold the ticket. |
| Already paid or another claim exists | Match the payment or reference to the correct passengers and outcome. Distinguish compensation from a refund or expenses. |
What does “extraordinary circumstances” mean?
Weather incompatible with safe flying, external air traffic restrictions and some external strikes can prevent compensation. Ordinary aircraft technical faults are not automatically extraordinary, although exceptions exist. The specific cause and the steps reasonably available to the airline matter. Ask for a clear explanation; do not assume that a different flight operating on the same day proves your own claim.
Ask the airline to review a specific point
Keep the reply short. Quote the existing case reference, identify the fact you dispute and attach the document that supports it. A focused request is easier to assess than repeating your whole travel history.
Please review case [reference]. Your decision states [reason]. I believe [specific fact] needs reconsideration because [explanation]. Document [number] supports this. Please explain whether this changes your decision and, if not, provide the grounds and appropriate escalation route.
Replace every bracketed item with accurate facts. This example is a review request, not a formal court notice. Use our evidence checklist to organise the supporting files.
When can I escalate to ADR?
First raise the complaint with the airline. If you have its final response, or it has not responded within eight weeks, check whether an approved Alternative Dispute Resolution (ADR) scheme covers the airline and your issue. The CAA maintains the participation list. Follow the chosen scheme’s current process, evidence requirements and deadlines.
AviationADR says to bring a complaint within 12 months of the final response, or within 12 months of the original complaint if there was no response. Do not assume every scheme uses the same deadline. Check AviationADR’s current entry requirements.
What if the airline is not in an ADR scheme?
The CAA’s Passenger Advice and Complaints Team (PACT) may be the appropriate route after an unsatisfactory airline response or eight weeks without a reply. PACT cannot impose a binding outcome on the airline. For complaints concerning flights to and from Northern Ireland, GOV.UK directs passengers to the Consumer Council for Northern Ireland. Check jurisdiction before referring your case.
Keep deadlines separate from complaint waiting periods
The CAA describes court limits of six years from the incident in England and Wales and five years in Scotland. Jurisdiction and circumstances matter, and ADR has its own time limits. A complaint, review request or Sort It enquiry does not stop a court deadline. If time is close or proceedings are contemplated, seek advice from a solicitor. Sort It Flights does not conduct court proceedings.
Before you choose your next step
- Keep the original claim, refusal and evidence together.
- Identify the exact point that needs review.
- Check whether another company already represents you.
- Use an official airline or dispute-resolution channel.
- Do not send duplicate claims or sensitive identity documents to an unverified address.
Our free assessment is an enquiry only. It does not reopen a case, make an ADR referral, accept paid work or protect a deadline.
Sources and how to check this information
Prepared by Sort It Flights. Guidance checked on 25 October 2026 against the official sources below. Airline and scheme procedures can change. This resource gives general information; it does not determine your individual legal rights.