Insurance claim time. Don't skip steps:
Refund vs compensation - they're not the same
A refund is the money back for a service you didn't get. Compensation is an extra payment because the airline failed to deliver on time. You can usually claim both at once: refund for the unused leg, plus compensation for the disruption. Airlines hope you'll only ask for one. Always claim both in the same email and quote the regulation.
Do this right now
- 1Notify insurer within 24h of incident, even if claim comes later.
- 2Get written proof from airline of the issue.
What you're entitled to
Why airlines stall, and how to push past it
Most refunds are processed by an outsourced back office that handles thousands per day. Generic 'we are reviewing your case' replies are autoresponders, not real updates. Reply once a week with the same subject line and a calm tone - that bumps your case in their queue. After 14 days, mention chargeback. After 30, file with the regulator. After 60, small claims is on the table.
Quick fixes that work
What to say at the desk
"I am notifying you of incident on [date], policy [number]. Full claim documentation will follow within [X] days."
Small things that make a big difference
- Send the first claim within 7 days - shows you're serious and starts the clock cleanly.
- Quote the regulation by article number. 'EU 261/2004 Article 7' lands harder than 'EU rules'.
- Don't accept a voucher 'as a goodwill gesture' if you're entitled to cash - it usually replaces your right.
- Card chargebacks are quicker than court but you only get one shot - file with full evidence.
- If the airline ignores you for 30 days, escalate to your country's aviation regulator. It's free.
Paper trail beats good intentions
Save the original booking confirmation, the cancellation/delay notice, every email exchange, and any vouchers, taxis or hotel receipts. Put them all in one folder labelled with your booking reference. When you escalate, attach the lot in one PDF - regulators read claims faster when everything is in one place. Missing receipts is the number one reason claims get reduced.