How to proceed in cases where an air carrier avoids paying compensation?

The holiday travel season often brings unexpected complications — delayed or cancelled flights, or even denied boarding. While EU Regulation No. 261/2004 clearly defines passengers’ rights, airlines frequently attempt to avoid paying compensation.

Ance Renāte Pundure, Legal Counsel at BDO Latvia, explains:

“To effectively protect their rights, passengers must be proactive — document the facts, collect evidence, and request a clear explanation from the airline. These steps are often crucial to resolving disputes.”


Flight delay compensation applies when:

  • arrival at the destination is delayed by 2 hours or more (for flights up to 1500 km) — €250,

  • 3 hours or more (for flights within the EU over 1500 km or all other flights between 1500–3500 km) — €400,

  • 4 hours or more (for all other flights) — €600.


In case of flight cancellation, if passengers are informed less than 14 days in advance and the airline cannot prove extraordinary circumstances, compensation is owed under the same conditions as for delays. This also applies when a flight takes off but is forced to return to the departure airport and doesn’t reach its intended destination.

Denied boarding not caused by the passenger (such as overbooking, aircraft changes, or operational reasons) also entitles the passenger to compensation. Valid reasons like health, safety, or missing documents are exceptions.

What if the airline refuses compensation?

Passengers may:

  • Contact the airline directly, citing the relevant section of Regulation 261/2004 and submitting complete flight information,

  • Turn to the Consumer Rights Protection Centre (PTAC) in Latvia, especially for flights departing from or arriving in Latvia from non-EU countries,

  • File a claim in court, where passengers often receive a favorable ruling, including reimbursement of legal costs.

BDO Latvia’s experience shows that airlines do not always follow regulations. Passengers should be informed, persistent, and, when needed, seek legal assistance to secure fair compensation.

📄 Full article available here:
travelnews.lv – What to do if an airline refuses to pay compensation (LV)