If the airline says extraordinary circumstances and refuses to pay, that is not the end of it: the airline has to prove exactly what happened to your flight and that it could not have avoided the disruption even by taking all reasonable measures. A vague sentence is not enough. Here is what to do: which evidence to ask for, how to reply in writing and when to go to the IAA or, for UK flights, an ADR scheme.
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Airline says extraordinary circumstances: what it actually means
If you arrive 3 hours or more late, your flight is cancelled with less than 14 days' notice or you are denied boarding, Regulation (EC) 261/2004 entitles you to compensation of up to €600 per passenger. The airline only escapes paying if it proves the cause was an extraordinary circumstance that could not have been avoided even if all reasonable measures had been taken.
The key word is prove. In case C-549/07 the Court of Justice of the EU made clear that an airline relying on extraordinary circumstances must also show that it used every resource available to it, in staff, aircraft and money, to avoid the cancellation or delay. You do not have to prove the airline got it wrong: the airline has to prove it could not have done better.
Which events count and which do not is covered in our guide to extraordinary circumstances; if the airline blames a problem with the aircraft, read our guide to technical faults. This article is about what to do after the rejection.
Who has to prove what
| What you need to show | What the airline needs to show |
|---|---|
| A confirmed booking on that flight | The specific event: what happened, where and when |
| That you checked in on time, where required | That the event actually affected your flight |
| Your real arrival time or the cancellation notice you received | That it was beyond its control and not part of normal operations |
| Any expenses you paid, if you claim them back | The steps it took: standby aircraft or crew, rebooking on other flights |
If any item in the right-hand column is missing, the rejection is on shaky ground.
The evidence to ask for
Every reason for refusal leaves a paper trail. Ask for the documents that match the reason you were given:
- Bad weather: the airport weather reports (METAR and TAF) for the time of your flight, and which conditions stopped take-off or landing.
- Air traffic control restrictions: the notices to airmen (NOTAMs) and slot restrictions imposed by air traffic control, with times and airports.
- Aircraft problem: an extract from the aircraft's technical log showing the fault, when it was found and how it was fixed.
- Knock-on delay from an earlier flight: the aircraft's full rotation that day, to see where the delay started and whether it could have been recovered.
- Strike: which staff were on strike. A strike by the airline's own staff is, as a rule, not an extraordinary circumstance.
Also ask which alternatives the airline considered: another aircraft, another crew, or seats on later flights, including with other airlines.
How to reply to the rejection, step by step
- Read the reason again. Note the event, the time and the airport. If it only says "operational reasons", point that out in your reply.
- Reply in writing through the airline's official complaints channel, asking for the evidence listed above and the measures taken, with a reasonable deadline to respond.
- Check the facts: did other flights leave the same airport at the same time? Was your aircraft coming in from elsewhere? Photos of the departures board and flight-tracking sites help.
- Do not accept a voucher instead of compensation unless you want one: it must be paid in money unless you agree in writing.
- Escalate to the national body or an ADR scheme if the airline does not reply or repeats its refusal without evidence.
- Consider court action: that is where the airline really has to put its evidence on the table.
Complaining to the IAA, the CAA and other national bodies
For flights departing from Ireland the national enforcement body is the Irish Aviation Authority (IAA), which took over this work from the former Commission for Aviation Regulation. Complain to the airline first; if it does not resolve the matter, register on the IAA's online platform and fill in its complaint form. For flights departing from the UK, the CAA explains that you can use a free ADR scheme once the airline has given you a final response or 8 weeks have passed since your written complaint; if you accept the decision, the airline must follow it. For other departures, the authority of the departure country is responsible:
| Departing from | Body | When to contact it | What it can do |
|---|---|---|---|
| Ireland | IAA (formerly CAR) | After complaining to the airline, via its online form | Enforces the regulation |
| United Kingdom | CAA and approved ADR schemes | After a final response or 8 weeks | ADR decision binding on the airline if you accept it |
| Spain | AESA | After 1 month without a reply, or if not satisfied | Binding decision on the airline for recent flights |
| France | DGAC | After waiting at least 2 months | Fines, not compensation |
| Portugal | ANAC | After 6 weeks without a reply, or an unsatisfactory one | Sanctions, not compensation |
The full procedures are in our guide to national enforcement bodies. Always attach your original complaint, the airline's reply and your booking.
Get help challenging the rejection
Many "extraordinary circumstances" rejections fall apart once the airline has to produce evidence. With DelayFlight24 you can check for free in 2 minutes whether your flight qualifies: we review the airline's reason, request the documents ourselves and, if needed, take the claim to court. You pay nothing upfront and our fee is 25% + VAT only if you get compensated. Start with our flight delay or cancelled flight page.
Frequently asked questions about extraordinary circumstances rejections
The airline just wrote "extraordinary circumstances": is that enough?
No. It has to name the specific event, prove it and show what it did to avoid the delay. A stock phrase is not enough to refuse compensation.
Can I ask for the aircraft's technical log?
You can ask, ideally in writing. If the airline neither provides it nor offers other evidence, its position becomes much weaker, especially in court.
Can the IAA make the airline pay me?
The IAA enforces the regulation, but your compensation is still claimed from the airline, through a strong complaint or, if needed, in court.
If there really were extraordinary circumstances, do I lose everything?
No. You only lose the compensation. You keep the right to care at the airport and, if the flight is cancelled, the choice between a ticket refund within 7 days and a replacement flight.
I have already been turned down: is it too late to challenge it?
No. A first refusal does not cancel your right: you can reply, ask for evidence and keep going, as long as you stay within the time limits for claiming.
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Find out more
- Air passenger rights
- Delayed flight: when you can claim compensation
- Cancelled flight: refund and compensation
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- What our service costs
Article updated on 01/11/2026 by the DelayFlight24 editorial team.