Step-by-step guide: how do I claim compensation or ask the airline for a refund?

If your flight has been cancelled, the airline has to refund your ticket. Depending on the situation, you may also be entitled to claim compensation. Are you entitled to a refund or compensation? Our step-by-step guide tells you everything you need to know about contacting the airline.

Step 1

Check whether you are entitled to receive a refund or compensation

Our flight calculator will help you to quickly check what your rights are in your situation. This is how it works: choose the scenario that applies to you and enter your flight details. The flight calculator shows you exactly what you are entitled to.

Step 2

List your expenses

Write down a list of all expenses you have had due to the problems with your flight or luggage. You can claim back these expenses from the airline. Add all relevant receipts to your list.

  • food and drinks
  • personal care
  • hotel stay
  • transportation

Step 3

Send a letter or email to the airline

On our website you will find several sample letters. You can adapt these letters to your personal situation and send them to the airline. Add as much evidence as possible. Examples of evidence you can add are:

  • booking confirmation
  • statement from the airline
  • receipts for your expenses

Some airlines offer online forms to claim refunds and compensation. Check the website of your airline to see if your airline provides an online form.

Step 4

Contact the ECC

If you are unable to resolve the situation on your own, ask our legal experts for help. For example, if you believe the airline has unjustly rejected your claim. The ECC offers free help and advice if you are unable to reach a solution with a company based in another EU country.

Please note that we cannot help if you have a complaint against a Dutch airline. Consumers who are having issues with a Dutch airline are advised to contact the Juridisch Loket (legal service counter). 

Step 5

Report to the Human Environment and Transport Inspectorate

Does the airline not give you a refund or compensation even though you are entitled to this? Report this to the Dutch Human Environment and Transport Inspectorate (ILT). The inspectorate will check if the airline is abiding by the rules. If this is not the case, the ILT can issue a warning or fine to the company.

Please note that the ILT does not handle individual complaints. However, the inspectorate can take action if it receives larger amounts of similar complaints.
 

Extra

Going to court

If our mediation does not succeed, you have the option of presenting your case to a judge. The best way to do this is to start a European small claims procedure. Our legal experts will tell you what you need to know if it comes to this.