EU261 Complaint Letter Template for Flight Delays (Free)

What Is EU Regulation 261/2004 (and UK261)?

EU Regulation 261/2004 — commonly known as EU261 — has protected air passengers across Europe since February 2005. It entitles you to fixed compensation of up to 600 EUR when your flight is significantly delayed, cancelled, or you are denied boarding. The regulation applies to all flights departing from an EU/EEA airport (with any airline) and to flights arriving in the EU/EEA on an EU-licensed carrier.

Since Brexit, the United Kingdom has retained an almost identical version of the law known as UK261 (retained EU law under the Air Passenger Rights and Air Travel Organisers' Licensing (Amendment) (EU Exit) Regulations 2019). Flights departing from a UK airport are covered by UK261 regardless of airline, while flights into the UK are covered only if operated by a UK-licensed carrier. Compensation amounts mirror the EU version: £220, £350 or £520 depending on distance.

Despite these strong protections, many passengers never claim what they are owed. A well-drafted complaint letter is often the single most important step toward receiving your compensation. Below you will find a free template and a step-by-step guide.

When Are You Entitled to Compensation?

Not every disruption qualifies. Here are the key conditions:

• Arrival delay of 3 hours or more at your final destination. What counts is when the aircraft doors open, not when the wheels touch down (CJEU, Case C-452/13 "Germanwings").
• Cancellation without at least 14 days' notice, or without a suitable alternative flight offered.
• Denied boarding against your will (typically due to overbooking).
• No extraordinary circumstances: Airlines are exempt when disruptions are caused by events beyond their control, such as severe weather, volcanic eruptions, or air-traffic-control strikes. However, technical defects are generally not considered extraordinary (CJEU, Case C-549/07 "Wallentin-Hermann").

Compensation amounts are fixed by Article 7 of the regulation based on flight distance:

• €250 / £220 for distances up to 1,500 km
• €400 / £350 for distances between 1,500 and 3,500 km
• €600 / £520 for distances over 3,500 km

Free EU261 Complaint Letter Template

You can use the following template free of charge. Simply replace the placeholders in square brackets with your own details.

Step-by-Step: How to Use This Template

1. Gather your documents: Have your booking confirmation, boarding pass and flight number to hand. Note the actual arrival time (when the doors opened, not when wheels touched down).
2. Calculate the distance: Use a great-circle distance calculator (e.g. Great Circle Mapper or WebFlyer) to determine the distance between your departure and arrival airports. This determines the compensation tier.
3. Fill in the placeholders: Replace every field in square brackets with your own details. Be precise with times and dates.
4. Collect evidence: Attach screenshots from flight trackers (e.g. Flightradar24 or FlightAware), your booking confirmation and boarding pass.
5. Send the letter: Email the letter to the airline's customer service department. Most airlines publish a complaints email address or online form on their website. Keep a copy of the sent email.
6. Set a deadline: Give the airline 30 days to respond. Note the date in your calendar.

What If the Airline Ignores You? Escalation Routes

Airlines frequently reject valid claims or simply fail to respond. Do not give up. There are effective free escalation routes available:

For UK Departures: The Civil Aviation Authority (CAA)

If your flight departed from a UK airport, you can escalate to the CAA. The CAA does not order airlines to pay compensation directly, but it can take enforcement action against airlines that systematically refuse valid claims. Before contacting the CAA, you must first go through the airline's ADR (Alternative Dispute Resolution) scheme if the airline is a member of one (most UK airlines use CEDR or AviationADR). ADR decisions are binding on the airline if you accept them.

For EU Departures: National Enforcement Bodies (NEBs)

Each EU member state has a National Enforcement Body. You should complain to the NEB in the country of departure. For example: the Luftfahrt-Bundesamt (LBA) in Germany, the DGAC in France, or ENAC in Italy. Some NEBs (such as the German SÖP arbitration board, soep-online.de) can mediate individual cases free of charge and achieve settlements in roughly 90% of cases.

Court Action as a Last Resort

If mediation fails, you can take the airline to court. In the UK, you can use the Small Claims Court (Money Claims Online) for claims up to £10,000 — no solicitor required. Court fees start at around £35 for claims up to £300 and £70 for claims up to £500. In the EU, the European Small Claims Procedure is available for cross-border claims up to €5,000. The venue is typically the court at the departure or arrival airport.

Tips for a Successful Claim

• Time limits: In the UK, you have 6 years to claim (under the Limitation Act 1980). In Germany it is 3 years. Other EU countries vary — Belgium has 1 year for certain transport claims, while France allows 5 years. Do not delay.
• Stay factual: Keep your letter professional and to the point. Emotional accounts do not strengthen your case — cite the regulation and state the facts.
• Mention escalation: Referring to the CAA, an ADR scheme, or court action in your letter significantly increases the likelihood of a prompt settlement.
• Keep records: Save all correspondence, boarding passes, screenshots and receipts. You may need them months later.
• Claim per passenger: Every passenger on the booking has an individual right to compensation. A family of four could be entitled to up to €2,400.

Frequently Asked Questions

Should I send the letter by post or email?

Email is perfectly acceptable and is the standard method used by most claimants. Many airlines have dedicated complaint email addresses or online forms. Sending by recorded delivery provides additional proof but is not legally required.

What if the airline doesn't respond within 30 days?

Unfortunately, non-response is common. Send a follow-up reminder with a further 14-day deadline. If the airline still does not respond, escalate to the relevant ADR scheme (UK) or national enforcement body / arbitration service (EU). If all else fails, file a claim in the Small Claims Court (UK) or local civil court (EU).

Can I claim for flights that happened years ago?

Yes, within the applicable limitation period. In the UK, the limitation period is 6 years from the date of the flight (Limitation Act 1980). In Germany it is 3 years from the end of the calendar year in which the flight took place. Other EU countries have different time limits, so check the rules for your country of departure.

What is the difference between this template and your paid service?

This template is a general-purpose document that you fill in yourself. Our paid service for 8.40 EUR uses AI to create a fully personalised letter: it cites the exact legal provisions for your case, calculates the correct compensation amount, addresses the airline properly, and uses professional legal language — all without you having to look up a single regulation.