Case studies are a good way of showing what happens when you contact us at the UK ECC.  They also provide some insight into the processes that we take to provide assistance when you have a dispute. 

The consumer has a problem!

Mr C, a consumer from the UK, contacted us regarding a flight from Budapest to Glasgow which was significantly delayed

Mr C tried to make a claim for compensation with the airline as they were aware there is legislation allowing compensation when a flight is delayed. This request was denied by the airline as they claimed the delay was a result of a technical fault.  

It was at this point then Mr C contacted us for help.

Next step - Legal assessment

Fortunately for Mr C, the air travel sector has key legislation for matters related to delays, cancellations and denied boarding.  In some instances the consumer is able to claim compensation if it was reasonably something that the airline could have avoided.

Action taken

The case was shared with ECC Bulgaria, who contacted the airline about the delay. The airline was informed of their obligations to the consumer under EC Regulation 261/2004 (Air Passenger Rights) and after they reinvestigated the claim a payment of €800 compensation was made for the delayed flight.

Self-help section

We understand that it can be difficult to find the time to contact us, it is possible to help yourself out of a sticky situation.  For more information about Air Travel please visit our advice page - Air Travel for an overview of your consumer rights.

If you need to write a formal letter to the company you can view our advice on how to write a complaint letter here - Template letters

You can also use our flight checker to determine what you can claim from the airline if your flight is delayed, cancelled or you are denied boarding.  The flight tracker can be found here -Flight Tracker.

If all else fails contact us for free advice and assistance on 01268 886690 or

Please subscribe to our newsletter, Your Update and have it delivered direct to your mailbox every month.  Register here - Your Update