Airline complaint letter template: ready to send

29 March 2026

Airline complaint letter template: ready to send

You’ve suffered a delay or cancellation and want to claim compensation from the airline, but don’t know how to write the complaint? Here you’ll find two ready-to-use letter templates to copy, personalise and send. One for cancellation cases and one for delays over 3 hours.

Before writing: check you’re entitled

The compensation provided by EC regulation 261/2004 is owed when:

• The flight departs from an EU airport (with any airline) or arrives in the EU with a European airline
• The cancellation was communicated less than 14 days before departure
• The arrival delay is at least 3 hours
• The cause does not fall under extraordinary circumstances (extreme weather, airspace closure, health emergencies)

If these conditions are met, you’re entitled to:

Template 1: letter for cancelled flight

Copy the following text, replace the parts in square brackets with your details and send it to the airline.

Subject: Compensation request under Reg. EC 261/2004 — Flight [FLIGHT NUMBER] on [DATE]

Dear [AIRLINE NAME],

I, [FULL NAME], residing at [FULL ADDRESS], holder of booking reference [PNR CODE], write to inform you of the following.

On [DATE OF FLIGHT] I held a valid ticket for flight [FLIGHT NUMBER] departing from [DEPARTURE AIRPORT] at [SCHEDULED TIME] arriving at [ARRIVAL AIRPORT].

The aforementioned flight was cancelled without adequate advance notice as required by Article 5(1)(c) of Regulation EC No. 261/2004. [Add if applicable: I was not offered an alternative flight that would have allowed me to reach my destination within a reasonable time. / The alternative flight offered arrived at destination with a delay of [N] hours from the original schedule.]

In light of the above, pursuant to Articles 5 and 7 of Regulation EC No. 261/2004, I hereby request payment of compensation of [250/400/600] euros.

[If applicable: I also request a full ticket refund pursuant to Article 8 of the same regulation, as I did not travel on any alternative flight.]

[If applicable: I further request reimbursement of the following expenses incurred as a result of the disruption, pursuant to Article 9 of the regulation: meals (EUR [AMOUNT]), accommodation (EUR [AMOUNT]), transport (EUR [AMOUNT]). Receipts are attached.]

I request that payment be made by bank transfer to the following account:

• Account holder: [FULL NAME]
• IBAN: [IBAN]

I allow a period of 14 days from receipt of this letter for payment to be made, after which I reserve the right to pursue legal action and report the matter to the relevant national enforcement body.

Attached:

1. Copy of booking confirmation
2. Copy of boarding pass
3. [Any communications received from the airline]
4. [Any receipts for extra expenses]

Yours faithfully,

[FULL NAME] [CITY], [DATE] [EMAIL] [PHONE]

Template 2: letter for delayed flight (over 3 hours)

Subject: Compensation request under Reg. EC 261/2004 — Flight [FLIGHT NUMBER] on [DATE]

Dear [AIRLINE NAME],

I, [FULL NAME], residing at [FULL ADDRESS], holder of booking reference [PNR CODE], write to inform you of the following.

On [DATE OF FLIGHT] I held a valid ticket for flight [FLIGHT NUMBER] departing from [DEPARTURE AIRPORT] with scheduled arrival at [ARRIVAL TIME] at [ARRIVAL AIRPORT].

The aforementioned flight arrived at destination with a delay of [N] hours and [N] minutes from the scheduled time (actual arrival at [ACTUAL TIME]). As established by the Court of Justice of the European Union in the Sturgeon (C-402/07) and Nelson (C-581/10) judgments, passengers on flights with an arrival delay of 3 hours or more are entitled to the same compensation provided for cancellations.

In light of the above, pursuant to Articles 5, 6 and 7 of Regulation EC No. 261/2004, as interpreted by CJEU case law, I hereby request payment of compensation of [250/400/600] euros.

[If applicable: I also request reimbursement of the following expenses incurred during the wait: meals (EUR [AMOUNT]), transport (EUR [AMOUNT]). Receipts are attached.]

I request that payment be made by bank transfer to the following account:

• Account holder: [FULL NAME]
• IBAN: [IBAN]

I allow a period of 14 days from receipt of this letter for payment to be made, after which I reserve the right to pursue legal action and report the matter to the relevant national enforcement body.

Attached:

1. Copy of booking confirmation
2. Copy of boarding pass
3. Documentation proving the delay (app screenshots, departure board photos)
4. [Any receipts for extra expenses]

Yours faithfully,

[FULL NAME] [CITY], [DATE] [EMAIL] [PHONE]

How and where to send the letter

By email

Send to the airline’s customer service email address. Always request a read receipt.

Through the airline’s online form

Many airlines have dedicated EU261 complaint forms on their website. Use them as the primary channel, but keep a copy of everything you submit. You can also send the letter as a PDF attachment through the form.

By recorded delivery

The most formal option with the highest legal value. More expensive but indisputable. Useful if you expect the situation might end up in court.

Tips to increase your chances of success

• Be formal but clear: the tone should be professional, not aggressive
• Always cite the regulation: Articles 5, 7 and 8 of Reg. EC 261/2004 are your allies
• Set a deadline: 14 days is reasonable and shows you’re serious
• Attach everything: the more documentation you provide, the less room there is for objections
• Keep a copy: of everything you send and receive
• Don’t accept vouchers if you want cash — you have the right to choose the form of refund

After the letter: what if they don’t respond?

If the airline doesn’t respond within the stated deadline, or refuses without valid justification, you can:

1. File a complaint with the national enforcement body in the country of departure
2. Use the EU ODR platform for cross-border disputes
3. Go to small claims court — for amounts under 5,000 euros a lawyer isn’t mandatory in most EU countries
4. Delegate to a claims service (AirHelp, Flightright) which handles everything in exchange for a commission

For more on your rights, read our complete EU261 regulation guide.

Sources

• Reg. EC 261/2004

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