EU261: start with the route, operating carrier and final arrival

Use the facts before you act

Use this page to organise facts before asking an airline for a written review. The calculator keeps compensation, care, refund and rerouting questions separate so a distance band is never presented as a promise. The European Commission's public passenger-rights guidance is the source to revisit if your case turns on a specific rule or exception. A reliable request starts with a timeline rather than a conclusion. Compare the scheduled departure and arrival with the actual final arrival, write down when the airline gave notice, and keep any email, app message or airport notice. If an alternative flight was offered, record its proposed arrival and whether you accepted it. If you paid reasonable expenses while waiting, keep the itemised receipt and the reason it was necessary. These facts can support different questions about care, rerouting, refund or a possible statutory framework, but they do not automatically establish every remedy. For a connection, the final ticketed destination and whether all flights were on one booking can be as important as the first disrupted segment. A short departure delay may still create a material final-arrival difference; conversely, an earlier delay does not answer the whole question by itself. For a cancellation, notice timing and the replacement journey should be recorded separately. For denied boarding, distinguish an airline-imposed situation from a voluntary change. A schedule change may need the original itinerary, the revised itinerary and the point at which the passenger was informed. These distinctions help avoid a misleading one-size-fits-all result. When comparing options, separate the practical decision from the legal label. A passenger may prefer a refund, a replacement journey, assistance while waiting or a written explanation. The most useful next step may be to contact the airline directly, especially where a fact is missing. The calculator and letter toolkit keep that direct route free and available. An optional third-party filing service, where displayed after the result, is separate from FlightRefundCalc and is never required to see an estimate or prepare a letter. Use the airline’s current official form or help channel for a request and keep a copy of what you send. Ask for the operating carrier, the recorded disruption cause and a written response. A carrier may rely on facts or an extraordinary-circumstances position that need checking against the journey record. If the case involves a deadline, court action, a substantial financial decision or a disputed legal interpretation, consult the relevant authority guidance and qualified local advice. FlightRefundCalc does not act for a passenger, accept evidence or make a decision on the airline’s behalf. Review dates are shown because authority pages, airline instructions and disruption policies can change. Source cards are not a substitute for reading the current official page when submitting a request. Do not enter passport details, payment details or copies of travel documents into FlightRefundCalc. Keep sensitive evidence for the official airline channel. If an airline response appears inconsistent with the documents, preserve the full correspondence and use the relevant regulator or qualified adviser for a case-specific decision. Before sending anything, read the draft aloud against the itinerary. Correct the airline name, route, dates and times, remove assumptions and state only facts you can support. Ask the airline to explain a refusal in writing. Keep the response, reminders and any escalation reference together with the original evidence. If your itinerary uses a code share, say which airline actually operated the flight and attach the booking proof that supports that point. If a replacement was accepted, identify the replacement flight and its actual final arrival rather than only the scheduled time. If an expense is included, describe the date, item and connection with the disruption; do not claim a cost you cannot document. These review steps make the request more useful for the airline and reduce the risk that a preliminary online explanation is mistaken for a final decision. A calm factual request is usually more useful than an unsupported amount demand, particularly where the cause, final arrival or applicable framework is still uncertain.

Worked example

Worked example: a passenger departs Paris for New York and arrives more than three hours late. The route and arrival timing can justify an EU261 review, but the result still depends on the operating carrier, disruption cause and final-arrival evidence. Save the booking, disruption message and actual-arrival proof before using a direct letter.

A practical evidence checklist

Write down the scheduled and actual timing, preserve the airline’s notice, and keep the booking, boarding or check-in proof, replacement offer and reasonable expense receipts. These records help explain what happened to the airline. They are not uploaded to FlightRefundCalc, and the site does not file a claim or decide an outcome.

Keep the legal questions separate

A disruption can create different questions about care while waiting, refund versus rerouting, a possible statutory compensation framework and expenses. An airline’s written explanation may affect one question without deciding all the others. Use official authority guidance and qualified advice for a decision with legal or financial consequences.