Free Download: Sample Letters for Dispute Resolution
Download free templates of dispute resolution sample letters you can use to assert your consumer rights – for example in cases involving flights, online shopping, subscription traps or cancellations.
Sample Letters for Flight Problems
Choose the situation that applies to you. The relevant sample letter will help you make a claim directly with the airline.
Important note regarding sample letters for flight issues
First, check whether you are entitled to any passenger rights using our online tool, and if so, which ones. Only then should you use the appropriate sample letter and adapt it to your personal situation.
It is best to submit your complaint by email or via the airline’s contact form. Many airlines provide their own online forms for this purpose. Here is an overview of contact forms for European airlines.
If you use a contact form, save a copy of the text of your complaint for your records. You should also keep a copy of all email correspondence with the airline.
Your flight operated, but you did not travel
In that case, you can at least request a refund of the taxes and fees included in the ticket price.
Max Mustermann
Musterstraße 1
Postcode, city
Germany
Airline XY
Street & house number
Postcode / city
Country
Date: .……
Subject: Refund of taxes and fees for an unused flight
Dear Sir or Madam,
Unfortunately, I was unable to take the flight I had booked. The flight details are as follows:
- Booking number / ticket number: […]
- Flight number: […]
- Date of flight: […]
- Departure airport: […]
- Arrival airport: […]
For this reason, I would ask you to provide me with a breakdown of the ticket price and refund the taxes and fees to the following account within 14 days. These are only payable if the flight is taken.
Account holder: […]
Name of bank: […]
IBAN: […]
BIC: […]
Please note that charging a processing fee for this request is not lawful.
Yours faithfully,
Signature
Your flight was cancelled
Which of the following applies to you?
- My flight has been cancelled and I would like alternative transport
Max Mustermann
Musterstraße 1
Postcode, city
Germany
Airline XY
Street & house Number
Postcode / city
Country
Date: ………
Subject: Alternative transport on comparable terms
Dear Sir or Madam,
My flight has been cancelled. The booking details are as follows:
- Booking reference / ticket number: […]
- Flight number: […]
- Date of flight: […]
- Departure airport: […]
- Arrival airport: […]
- Date of cancellation: […]
For this reason, I request rerouting to my final destination under comparable travel conditions.
If I do not receive an offer for a suitable alternative flight by [date, time], I hereby notify you that I will book a replacement flight myself at your expense.
Yours faithfully,
Signature
- My flight has been cancelled. I do not wish to travel and would like a refund of the ticket price
Max Mustermann
Musterstraße 1
Postcode, city
Germany
Airline XY
Street & house number
Postcode / city
Country
Date: ………
Subject: Refund of flight ticket following cancellation of flight
Dear Sir or Madam,
My flight was cancelled.
I am writing to request reimbursement of the full ticket price for myself and the following fellow passengers:
[Last name, first name]
[Last name, first name]
The booking details are as follows:
- Booking reference / Ticket number: […]
- Flight number: […]
- Flight date: […]
- Departure airport: […]
- Arrival airport: […]
- Date of cancellation: […]
Please find the relevant documents attached.
I request that you transfer the total amount of [insert amount in euros] to the following bank account within seven days:
Account holder: […]
Name of bank: […]
IBAN: […]
BIC: […]
I am authorised to assert the claims of the above-mentioned fellow passengers. Proof of authorisation can be provided upon request.
Yours faithfully,
Signature
- My flight was cancelled. I did not travel and would like to claim compensation as well
Max Mustermann
Musterstraße 1
Postcode, city
Germany
Airline XY
Street & house number
Postcode / city
Country
Date: ………
Subject: Refund of the flight ticket and compensation following flight cancellation
Dear Sir or Madam,
My flight has been cancelled.
The booking details are as follows:
- Booking number / ticket number: […]
- Flight number: […]
- Flight date: […]
- Departure airport: […]
- Arrival airport: […]
- Date of cancellation: […]
For this reason, I request a refund of the full flight fare amounting to [insert amount in euros].
I am also entitled to compensation for the cancelled flight, in accordance with Article 7 of Regulation (EC) No 261/2004.
[Please retain only one of the following three paragraphs]
- As the flight distance was less than 1,500 km, I am claiming €250 per passenger.
- As the flight distance was between 1,500 and 3,500 km, I am claiming €400 per passenger.
- As the flight distance was more than 3,500 km and the flight was not an intra-Community flight, I am claiming EUR 600 per passenger.
Based on the available information, it must be assumed that no extraordinary circumstances applied. If you intend to rely on such circumstances, please provide appropriate evidence.
I request that the ticket refund and compensation be transferred to the following bank account within 14 days:
Account holder: […]
Name of the bank: […]
IBAN: […]
BIC: […]
Yours faithfully
Signature
- My flight was cancelled. I travelled anyway and would like to claim for additional costs (e.g. alternative transport, assistance or compensation)
Max Mustermann
Musterstraße 1
Postcode, city
Germany
Airline XY
Street & house Number
Postcode / city
Country
Date: ………
Subject: Reimbursement of costs following a flight cancellation
Dear Sir or Madam,
I am writing to submit a claim on behalf of myself and the following fellow passengers:
[Last name, first name]
[Last name, first name]
The flight I booked, [flight number] from [departure location] to [destination], scheduled for [date] at [time], was cancelled by your airline.
—————————————————————————————————–
[Please only keep this paragraph if you organised and paid for alternative transport yourself]
As you did not offer re-routing, I request reimbursement of the costs for the alternative transport I arranged myself in the amount of [Amount in €].
—————————————————————————————————–
[Please only keep this paragraph if you are additionally entitled to compensation]
Pursuant to Article 7 of Regulation (EC) No 261/2004, I am entitled to compensation due to the flight cancellation.
[Please retain only one of the following three paragraphs:]
- As the flight distance was less than 1,500 km, I am claiming €250 per passenger.
- As the flight distance was between 1,500 and 3,500 km, I am claiming €400 per passenger.
- As the flight distance exceeded 1,500 km and the flight was not an intra-EU flight, I claim €600 per passenger.
In the absence of further information, it must be assumed that there were no extraordinary circumstances. Should you wish to invoke such circumstances, please provide appropriate evidence.
—————————————————————————————————–
[Please only keep this section if additional care expenses were incurred]
Furthermore, you failed to fulfil your obligation to provide care and assistance, or only partially fulfilled it. As a result, I incurred the following expenses:
- Meals and refreshments: [Amount in €]
- Hotel accommodation (if required): [Amount in €]
- Transfer between airport and hotel: [Amount in €]
I therefore additionally request reimbursement of these costs. Relevant receipts are enclosed.
—————————————————————————————————–
Please transfer the claimed costs and the compensation payment to the following bank account within 14 days:
Account holder: […]
Bank name: […]
IBAN: […]
BIC: […]
I am authorised to assert the claims of the above-mentioned fellow passengers. Proof of authorisation can be provided upon request.
Yours faithfully,
Signature
Your flight was heavily delayed
- Did you arrive at your destination more than 3 hours late?
Max Mustermann
Musterstraße 1
Postcode, city
Germany
Airline XY
Street & house number
Postcode / city
Country
Date: ……
Subject: Flight delay – claims under the Air Passenger Rights Regulation
Dear Sir or Madam,
The flight I booked [flight number] from [departure point] to [destination] reached its final destination more than three hours late.
The scheduled arrival time was [date] at [time]. However, the flight did not reach its final destination until [date] at [time].
I am therefore writing to claim compensation on behalf of myself and the following fellow passengers:
[Surname, first name]
[Surname, first name]
for compensation in accordance with Article 7 of Regulation (EC) No 261/2004.
[Please retain only one of the following three paragraphs – delete the other two]
- As the flight distance was less than 1,500 km, I am claiming compensation of €250 per passenger.
- As the flight distance was between 1,500 and 3,500 km, I am claiming compensation of €400 per passenger.
- As the flight distance was over 3,500 km and the flight was not intra-Community, I am claiming compensation of €600 per passenger.
In the absence of further information, it must be assumed that there were no extraordinary circumstances. Should you wish to invoke such circumstances, please provide appropriate evidence.
Furthermore, you have not fulfilled your obligation to provide assistance, or have only partially fulfilled it.
- Meals and refreshments: [Amount in €]
- Hotel accommodation (if required): [Amount in €]
- Transfer between airport and hotel: [Amount in €]
I therefore also demand reimbursement of these costs. The relevant receipts are enclosed with this letter.
I request that you transfer the aforementioned amounts to the following account within
Account holder: […]
Name of bank: […]
IBAN: […]
BIC: […]
I am authorised to assert the claims of the above-mentioned fellow travellers and to accept payments on their behalf. I can provide proof of this upon request.
Yours faithfully,
Signature
Problems with your baggage
- Delayed or lost baggage
Max Mustermann
Musterstraße 1
Postcode, city
Germany
Airline XY
Street & house number
Postcode / city
Country
Date: ……..
Subject: Delayed / lost luggage – compensation under the Montreal Convention
Dear Sir or Madam,
My checked-in luggage did not arrive at the destination following the flight below:
- Booking number / ticket number: […]
- Flight number: […]
- Date of flight: […]
- Departure airport: […]
- Arrival airport: […]
- Baggage tag number: […]
I reported the incident immediately at the airport.
A Property Irregularity Report (PIR) was issued. A copy is enclosed.
———————————————————————————————-
CASE 1: My baggage was delivered late.
Due to the delay, I had to make some replacement purchases.
[Briefly list the items purchased, e.g. clothing and toiletries]
The receipts are enclosed. I request reimbursement of these costs.
———————————————————————————————-
CASE 2: My luggage has still not been returned to me.
I therefore request reimbursement for the replacement items I have purchased.
[List the items briefly.]
The receipts are enclosed.
If my baggage is not recovered within 21 days of the flight date, it shall be deemed lost under the Montreal Convention. In this case, I will claim additional compensation for the loss of the suitcase and its contents.
———————————————————————————————-
CASE 3: Baggage permanently lost (more than 21 days)
My baggage has been missing for over 21 days and is therefore considered lost
I request reimbursement for the suitcase and its contents.
The original purchase price of the suitcase was: [Amount in €]
The suitcase was purchased in [year].
Value / purchase price of the contents: [Amount in €]
In addition, I had to make the following necessary replacement purchases:
[List items briefly]
The receipts are enclosed.
———————————————————————————————-
Please transfer the total amount to the following account within 14 days.
Account holder: […]
Bank name: […]
IBAN: […]
BIC: […]
Yours faithfully,
Signature
Damaged baggage
Max Mustermann
Musterstraße 1
Postcode, city
Germany
Airline XY
Street & house number
Postcode / city
Country
Date: ………
Subject: Claim for compensation for damaged luggage under the Montreal Convention
Dear Sir or Madam,
My checked-in luggage was damaged during my flight:
- Baggage tag number: […]
- Booking number / ticket number: […]
- Flight number: […]
- Date of flight: […]
- Departure airport: […]
- Arrival airport: […]
I reported the damage to your service desk immediately upon arrival.
A Property Irregularity Report (PIR) was issued. Enclosed are a copy of the PIR and photographs of the damage.
The damage to the suitcase consists of: [Briefly describe the damage, e.g. wheel broken off, case cracked.]
The suitcase had an original purchase price of [insert amount in €] and was purchased in [insert year].
The damaged items had an original purchase price of [Amount in €].
[Purchase receipts are enclosed / I no longer have the purchase receipts.]
[If applicable: I am enclosing photographs of the suitcase and/or its contents, which document their condition prior to departure.]
I hereby request that you compensate me for the damage incurred in accordance with the Montreal Convention.
Please transfer the amount to the following account within 14 days:
Account holder: […]
Name of the bank: […]
IBAN: […]
BIC: […]
Alternatively, I request that the suitcase be repaired or replaced with an equivalent item.
Yours faithfully
Signature
Sample Letter: Withdrawal from Online Shopping
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Sample Letter: Cancelling an Online Subscription
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Funded by the European Union. Views and opinions expressed are however those of the author(s) only and do not necessarily reflect those of the European Union or the European Innovation Council and Small and Medium-sized Enterprises Executive Agency (EISMEA). Neither the European Union nor the granting authority can be held responsible for them.
