Airlines wrongly reject 58% of valid flight compensation claims

Airlines wrongly rejected a record 58% of eligible flight compensation claims in 2025, according to new analysis from passenger rights organisation AirHelp, leaving business travellers who were legally owed money with nothing on first application.

The figure means fewer than half of valid claims were accepted when first reviewed. It is a sharp rise on 2024, when 52% of eligible claims were wrongly turned down, and it is the highest rejection rate AirHelp has recorded. For UK companies whose staff fly regularly, the findings suggest that a large share of the compensation they are entitled to after delays and cancellations is being left on the table.

AirHelp defines a wrongful rejection as an airline refusing a valid claim that should have been paid under the relevant passenger rights rules. The analysis draws on claims submitted under regulations in the UK, the European Union, Brazil, Turkey and Saudi Arabia, as well as the Montreal Convention, which governs international carriage by air.

Almost a third of claims go unanswered

The problem is not confined to refusals. AirHelp found that 31% of claimants received no response from the airline whatsoever, leaving thousands of passengers waiting indefinitely and unsure whether their case was even being looked at.

For a business traveller, silence can be as costly as a rejection. Under UK261, the UK’s version of the EU passenger rights regulation, a delay of three hours or more on arrival can entitle a passenger to between £220 and £520 depending on the distance flown, provided the cause was within the airline’s control. Multiply that across a sales team flying every week and the sums quickly add up. The UK Civil Aviation Authority sets out the rules on flight delays and the amounts that apply.

AirHelp’s analysis also identified the most common reasons airlines give for rejecting, or simply not answering, claims that are later found to be valid. The organisation says it continues to challenge wrongful rejections and frequently secures payment once additional evidence and legal support are provided.

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Tomasz Pawliszyn, AirHelp’s chief executive, said: “Passengers should not have to fight for compensation they are legally entitled to. Yet our data shows that too many travellers are facing either wrongful rejections or no response from airlines whatsoever.

“Whether through incorrect rejections or a complete lack of responses, these outcomes can discourage passengers from pursuing their rights, creating unnecessary barriers to compensation and adding complexity to an already frustrating claims process. At a time when passenger rights should be clearer and more accessible than ever, airlines must do more to ensure the claims process is fair, transparent and accountable.”

What the findings mean for business travellers

The practical lesson is that an initial “no” from an airline is not the end of the matter. AirHelp’s own data shows that a first-round rejection does not necessarily mean compensation is not owed, and many refusals are overturned once the passenger pushes back with evidence.

Travel managers and frequent flyers can protect themselves by keeping records at the point of disruption: boarding passes, the original and actual arrival times, any written explanation offered by the airline and receipts for meals or accommodation. Our guide to flight delay compensation and your rights explains the thresholds and how to build a claim, while our travel payments, refunds and cancellations guide covers what to do when an airline argues the disruption was outside its control.

If an airline refuses or fails to respond, UK passengers can escalate to an approved alternative dispute resolution scheme or to the CAA. Companies that book through a travel management company should also check whether their provider will pursue claims on their behalf.

A wider pattern of unclaimed money

The airline figures echo a broader reluctance among British travellers to chase what they are owed. Earlier research covered by Travelling for Business found that only half of travellers claimed compensation on train delays, despite generous Delay Repay schemes across most operators.

For SMEs, the message from AirHelp’s numbers is simple. Treat compensation as a line of recoverable cost, log every disruption, and do not accept the first rejection at face value. AirHelp explains the most common reasons airlines give for rejecting valid claims and how to answer them.