Letter library

Flight disruption

Flight compensation — complaint to the national enforcement body

Escalate to the regulator after the airline has refused or gone silent. Include this chronology; enforcement bodies triage on it.

flight.escalation-regulator8 languages30-day reply window

What it actually says.

Rendered live from invented facts: A four-hour arrival delay on a 2,900 km flight, with the carrier citing an operational problem of its own making. The claimant is fictional and the figures are illustrative — your own claim produces its own numbers and its own citations.

The authority in the preview

It cites the article, not the act.

A document has to name the provision it relies on or it gets filed. These are the citations the sample evaluation put into the letter above; a real claim substitutes the ones its own regimes produced.

Regulation (EC) No 261/2004, Art. 7(1)(b)Regulation (EC) No 261/2004 of the European Parliament and of the CouncilArt. 7(1)(b)
Sturgeon v Condor (C-402/07)Judgment of the Court of Justice of 19 November 2009paras 60–61
Germanwings v Henning (C-452/13)Judgment of the Court of Justice of 4 September 2014para 25

Where it comes from

The laws that can produce this document.

A rule module declares the documents its evaluation can render into. These are the regimes in the current catalogue that offer this one — each with its own citations, deadlines and escalation ladder.

Belarus — Air Code of the Republic of Belarus and the Department of AviationBYNational — BelarusВоздушный кодекс Республики БеларусьFlight disruption EU Regulation 261/2004 (air passenger rights)EUSupranational — 31 countriesRegulation (EC) No 261/2004Flight disruption Moldova — air passenger rights under the EU–Moldova Common Aviation Area AgreementMDNational — MoldovaEU–Moldova Common Aviation Area Agreement, Annex IIIFlight disruption Türkiye — SHY-YOLCU air passenger rights regulationTRNational — TürkiyeSHY-YOLCU, Kapsam (scope)Flight disruption Ukraine — Air Code of Ukraine, Arts. 103–107 (passenger compensation)UANational — UkraineПовітряний кодекс України, ст. 104 (Компенсація пасажирам у разі відмови у перевезенні — denied boarding)Flight disruption UK Regulation 261 (assimilated air passenger rights)GBNational — United KingdomRegulation (EC) No 261/2004 as retained in UK lawFlight disruption Western Balkans — air passenger rights under the European Common Aviation Area AgreementECAA-WBSupranational — 5 countriesMultilateral Agreement establishing a European Common Aviation Area, Art. 3 and Annex IFlight disruption Canada Air Passenger Protection Regulations (SOR/2019-150)CANational — CanadaSOR/2019-150Flight disruption US DOT airline refund and consumer-protection rulesUSNational — United States14 CFR Part 260Flight disruption Argentina — Condiciones Generales del Contrato de Transporte AéreoARNational — ArgentinaResolución 1532/98 (Condiciones Generales del Contrato de Transporte Aéreo)Flight disruption Brazil ANAC Resolution 400/2016 and the Consumer Defence CodeBRNational — BrazilResolução ANAC nº 400/2016Flight disruption Chile — Código Aeronáutico passenger rightsCLNational — ChileCódigo Aeronáutico (Ley 18.916)Flight disruption Colombia RAC 3 passenger rightsCONational — ColombiaReglamentos Aeronáuticos de Colombia, RAC 3Flight disruption Costa Rica — Ley General de Aviación Civil and consumer protectionCRNational — Costa RicaLey 5150 (Ley General de Aviación Civil)Flight disruption Ecuador — Ley de Aviación Civil and consumer protectionECNational — EcuadorLey de Aviación Civil (Ecuador)Flight disruption Mexico Ley de Aviación Civil, art. 47 BisMXNational — MexicoLey de Aviación Civil, art. 47 BisFlight disruption Peru — Ley de Aeronáutica Civil and INDECOPIPENational — PeruLey 27261 (Ley de Aeronáutica Civil del Perú)Flight disruption Algeria — Ministère des Transports, Direction de l'Aviation CivileDZNational — AlgeriaLoi n° 98-06 fixant les règles générales relatives à l'aviation civile (Algérie)Flight disruption Côte d'Ivoire — Autorité Nationale de l'Aviation CivileCINational — Côte d’IvoireCode de l'aviation civile de Côte d'Ivoire and the ANAC regulationsFlight disruption Egypt — Egyptian Civil Aviation Authority and the passenger bill of rightsEGNational — EgyptEgyptian Civil Aviation Law No. 28 of 1981 and the ECAA passenger rights instructionsFlight disruption Ethiopia — Ethiopian Civil Aviation AuthorityETNational — EthiopiaCivil Aviation Proclamation No. 616/2008 (Ethiopia)Flight disruption Ghana — Ghana Civil Aviation Authority consumer protection directivesGHNational — GhanaGhana Civil Aviation Act 2004 (Act 678) and the GCAA regulations and directivesFlight disruption Kenya — Civil Aviation (Consumer Protection) Regulations and the Consumer Protection Act 2012KENational — KenyaCivil Aviation (Consumer Protection) Regulations (Kenya)Flight disruption Morocco — Direction Générale de l'Aviation Civile and Law 31-08 on consumer protectionMANational — MoroccoLoi n° 31-08 édictant des mesures de protection du consommateur (Maroc)Flight disruption Nigeria — Nigeria Civil Aviation Regulations 2023, Part 19 (Passengers' Rights and Airlines' Obligations)NGNational — NigeriaNigeria Civil Aviation Regulations 2023, Part 19 — Passengers' Rights and Responsibilities and Airlines' ObligationsFlight disruption Rwanda — Rwanda Civil Aviation AuthorityRWNational — RwandaLaw relating to civil aviation (Rwanda) and the RCAA regulationsFlight disruption Senegal — Agence Nationale de l'Aviation Civile et de la MétéorologieSNNational — SenegalCode de l'aviation civile du Sénégal and the ANACIM regulationsFlight disruption South Africa — Consumer Protection Act 68 of 2008 applied to air carriageZANational — South AfricaConsumer Protection Act 68 of 2008 (South Africa), ss. 17, 19 and 54Flight disruption Tanzania — Civil Aviation (Consumer Protection) RegulationsTZNational — TanzaniaCivil Aviation (Consumer Protection) Regulations (Tanzania)Flight disruption Tunisia — Direction Générale de l'Aviation Civile, Ministère du TransportTNNational — TunisiaCode de l'aéronautique civile (Tunisie)Flight disruption Uganda — Uganda Civil Aviation Authority consumer protection regulationsUGNational — UgandaCivil Aviation (Consumer Protection) Regulations (Uganda)Flight disruption Bahrain — Civil Aviation Affairs, Ministry of Transportation and TelecommunicationsBHNational — BahrainCivil Aviation Law of the Kingdom of Bahrain and the CAA regulationsFlight disruption Iran — Civil Aviation Organization of the Islamic Republic of IranIRNational — IranCivil Aviation Regulations of the Islamic Republic of IranFlight disruption Iraq — Iraqi Civil Aviation AuthorityIQNational — IraqIraqi Civil Aviation Law and the ICAA regulationsFlight disruption Jordan — Civil Aviation Regulatory CommissionJONational — JordanCivil Aviation Law No. 41 of 2007 (Jordan) and the CARC regulationsFlight disruption Kuwait — Directorate General of Civil Aviation passenger rights regulationKWNational — KuwaitDirectorate General of Civil Aviation regulation on air passenger rights (Kuwait)Flight disruption Lebanon — Directorate General of Civil AviationLBNational — LebanonLebanese Air Law and the DGCA regulationsFlight disruption Oman — Civil Aviation Authority and the Consumer Protection AuthorityOMNational — OmanCivil Aviation Law of the Sultanate of Oman (Royal Decree 79/2019) and the CAA regulationsFlight disruption Qatar — Civil Aviation Authority passenger rights frameworkQANational — QatarCivil Aviation Law of the State of Qatar and the QCAA regulationsFlight disruption Saudi Arabia — GACA Passenger Rights Protection RegulationsSANational — Saudi ArabiaGACA Passenger Rights Protection Regulations, Art. 3 (scope)Flight disruption United Arab Emirates — GCAA Civil Aviation Regulations, CAR-PWP (Passenger Welfare Program)AENational — United Arab EmiratesCAR-PWP — Passenger Welfare Program, Issue 02 (GCAA Civil Aviation Regulations, CAR III General Regulations)Flight disruption Afghanistan — Afghanistan Civil Aviation AuthorityAFNational — AfghanistanCivil Aviation Law of Afghanistan and the ACAA regulationsFlight disruption Armenia — Aviation Law of the Republic of Armenia and the Civil Aviation CommitteeAMNational — ArmeniaՀայաստանի Հանրապետության ավիացիայի մասին օրենք (Law of the Republic of Armenia on Aviation)Flight disruption Azerbaijan — Air Code of the Republic of Azerbaijan and the State Civil Aviation AgencyAZNational — AzerbaijanAzərbaycan Respublikasının Hava Məcəlləsi (Air Code of the Republic of Azerbaijan)Flight disruption Bangladesh — Civil Aviation Authority of BangladeshBDNational — BangladeshCivil Aviation Act 2017 (Bangladesh) and the CAAB rulesFlight disruption Bhutan — Bhutan Civil Aviation AuthorityBTNational — BhutanCivil Aviation Act of Bhutan and the BCAA regulationsFlight disruption Brunei Darussalam — Department of Civil AviationBNNational — BruneiCivil Aviation Order and the Carriage by Air Order (Brunei Darussalam)Flight disruption Cambodia — State Secretariat of Civil AviationKHNational — CambodiaLaw on Civil Aviation of the Kingdom of CambodiaFlight disruption China — 航班正常管理规定 (Flight Normality Management Provisions, CCAR-271)CNNational — China航班正常管理规定（交通运输部令2016年第56号），第十七条Flight disruption Georgia — air passenger rights under the EU–Georgia Common Aviation Area AgreementGENational — GeorgiaEU–Georgia Common Aviation Area Agreement, Annex IIIFlight disruption Hong Kong SAR — Civil Aviation Department, contract of carriage and the Carriage by Air OrdinanceHKNational — Hong Kong SAR ChinaCarriage by Air Ordinance (Cap. 500) (Hong Kong)Flight disruption India — DGCA Civil Aviation Requirements, Section 3 Series M Part IVINNational — IndiaDGCA CAR Section 3, Series M, Part IV, Paras 1.2, 1.3 and 1.7Flight disruption Japan — filed conditions of carriage, the Consumer Contract Act and the Montreal ConventionJPNational — Japan航空法第106条 (Civil Aeronautics Act, Art. 106 — filed conditions of carriage)Flight disruption Kazakhstan — Law on the Use of Airspace and Aviation Activity, and the Civil Aviation Committee rulesKZNational — KazakhstanЗакон Республики Казахстан «Об использовании воздушного пространства Республики Казахстан и деятельности авиации»Flight disruption Laos — Department of Civil Aviation, Ministry of Public Works and TransportLANational — LaosLaw on Civil Aviation of the Lao People's Democratic RepublicFlight disruption Macau SAR — Autoridade de Aviação Civil and the Consumer CouncilMONational — Macao SAR ChinaRegime jurídico da aviação civil de Macau (Macau civil aviation legal regime)Flight disruption Malaysia — Malaysian Aviation Consumer Protection Code 2016 (as enhanced 2024)MYNational — MalaysiaMalaysian Aviation Consumer Protection Code 2016 (as amended, gazetted 30 August 2024)Flight disruption Maldives — Maldives Civil Aviation AuthorityMVNational — MaldivesCivil Aviation Act (Law No. 2/2001) (Maldives) and the MCAA regulationsFlight disruption Mongolia — Civil Aviation Authority of MongoliaMNNational — MongoliaLaw of Mongolia on Civil AviationFlight disruption Myanmar — Department of Civil AviationMMNational — Myanmar (Burma)Myanmar Aircraft Act and the Myanmar Civil Aviation RequirementsFlight disruption Nepal — Civil Aviation Authority of NepalNPNational — NepalCivil Aviation Act 2053 (1996) (Nepal) and the CAAN requirementsFlight disruption Pakistan — Civil Aviation Authority Air Navigation OrdersPKNational — PakistanPakistan Civil Aviation Authority Act 2023 and the Air Navigation OrdersFlight disruption Philippines — Air Passenger Bill of Rights (CAB Economic Regulation No. 9, As Amended)PHNational — PhilippinesCAB Economic Regulation No. 9, As Amended, § 11.1(c)(i) (denied boarding compensation)Flight disruption Singapore — contract of carriage, CAAS oversight and the Consumer Protection (Fair Trading) ActSGNational — SingaporeConsumer Protection (Fair Trading) Act 2003 (Singapore)Flight disruption Sri Lanka — Civil Aviation Authority of Sri LankaLKNational — Sri LankaCivil Aviation Act No. 14 of 2010 (Sri Lanka) and the CAASL implementing standardsFlight disruption Taiwan — Civil Aviation Act and the MOTC mandatory contract termsTWNational — Taiwan民用航空法第47條之3 (Civil Aviation Act, Art. 47-3)Flight disruption Thailand — Civil Aviation Board Regulation No. 101 on passenger rights protectionTHNational — Thailandข้อบังคับของคณะกรรมการการบินพลเรือน ฉบับที่ 101 (Regulation of the Civil Aviation Board No. 101)Flight disruption Uzbekistan — Air Code of the Republic of Uzbekistan and the Civil Aviation AgencyUZNational — UzbekistanВоздушный кодекс Республики УзбекистанFlight disruption Vietnam — non-refundable advance compensation for delayed and cancelled flightsVNNational — VietnamThông tư số 48/2026/TT-BXDFlight disruption Fiji — Civil Aviation Authority of Fiji and the Fijian Competition and Consumer CommissionFJNational — FijiCivil Aviation Act 1976 (Fiji) and the Air Navigation RegulationsFlight disruption French Polynesia — Service d'État de l'Aviation Civile and the EU261 territorial positionPFNational — French PolynesiaRegulation (EC) No 261/2004, Art. 3(1)Flight disruption New Caledonia — Direction de l'Aviation Civile and the EU261 territorial positionNCNational — New CaledoniaRegulation (EC) No 261/2004, Art. 3(1)Flight disruption Papua New Guinea — Civil Aviation Safety Authority of Papua New GuineaPGNational — Papua New GuineaCivil Aviation Act 2000 (Papua New Guinea) and the PNG Civil Aviation RulesFlight disruption Samoa — Ministry of Works, Transport and Infrastructure, Civil Aviation DivisionWSNational — SamoaCivil Aviation Act 1998 (Samoa)Flight disruption Solomon Islands — Civil Aviation Authority of Solomon IslandsSBNational — Solomon IslandsCivil Aviation Act 2008 (Solomon Islands)Flight disruption Tonga — Ministry of Infrastructure, Civil Aviation DivisionTONational — TongaCivil Aviation Act (Tonga)Flight disruption Vanuatu — Civil Aviation Authority of VanuatuVUNational — VanuatuCivil Aviation Act (Vanuatu) and the Vanuatu Civil Aviation RulesFlight disruption

The rest of the sequence

Documents are written to be worked through in order: the opening demand, then the answer to whatever they refuse with, then the escalation. Sending the last one first usually costs you the first two.

Flight compensation — opening demandThe first letter to send an airline. States the facts, cites the exact provision, demands a specific sum in cash, and pre-empts the standard refusal.flight.initial-demand8 languages14-day reply window Flight compensation — follow-upChase an airline that has not replied to your first letter.flight.followup8 languages7-day reply window Flight compensation — rebutting an "extraordinary circumstances" refusalUse when the airline has refused, citing extraordinary circumstances. Puts the burden back on the carrier, addresses the reasonable-measures limb most refusals ignore, and demands the specific evidence.flight.rebuttal-extraordinary8 languages14-day reply window Flight compensation — rejecting a partial offerUse when the airline has offered less than the statutory amount. Airlines routinely open below the figure the law fixes, and a partial offer is not a compromise on a sum that is not negotiable.flight.rebuttal-partial-offer8 languages14-day reply window Flight compensation — refusing a voucherUse when the airline has offered a travel voucher instead of cash. The entitlement is to money unless the passenger agrees in writing to a voucher; many passengers do not know this and accept.flight.rebuttal-voucher-offer8 languages14-day reply window Flight compensation — referral to an ADR schemeRefer the dispute to an approved alternative dispute resolution scheme. Most schemes require the airline to have been given eight weeks first.flight.escalation-adr8 languages30-day reply window Flight compensation — particulars of claimA structured statement of case for a small-claims filing. Written to be read by a judge rather than a claims handler.flight.small-claims-particulars8 languages14-day reply window Flight refund — US DOT automatic refund demandDemand a refund the carrier should have paid automatically. Since October 2024 the refund is owed without the passenger having to ask, which makes non-payment a compliance failure rather than a declined request.flight.dot-refund-demand8 languages14-day reply window Flight disruption — reimbursement of expensesClaim meals, hotel and transport costs incurred during a disruption. This is a separate entitlement from compensation and is not defeated by extraordinary circumstances.flight.duty-of-care-expenses8 languages14-day reply window Flight downgrade — reimbursementClaim back a proportion of the fare after being moved to a lower cabin than booked.flight.downgrade-reimbursement8 languages14-day reply window

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Duesday is not a law firm and does not provide legal advice. This document is an editable template assembled from publicly available law. You are responsible for checking that the facts and the law stated are correct for your situation, and you send it yourself in your own name. Nothing here creates a solicitor–client or attorney–client relationship, and no outcome is promised.