Writing a successful refund request email to an airline for a flight delay can feel like a long shot. You’re frustrated, tired, and just want what you’re owed.
The good news? You often have more rights than you think, especially in the UK and Canada.
The bad news? Airlines don’t always make it easy. A clear, professional, and fact-based email is your most powerful tool.
This guide will break down your rights in the US, UK, and Canada and provide three copy-and-paste templates to get your claim started.
Are You Owed a Refund? Know Your Rights (US, UK, & Canada)
Before you write, you must know what you’re entitled to. The rules change dramatically based on your location.
For the United States (DOT Rules):
- In the U.S., airlines are not legally required to provide compensation or refunds for delays. They are only required to issue a refund if a flight is significantly delayed or canceled and the passenger chooses not to travel.
- The U.S. Department of Transportation (DOT) has not officially defined what “significant” means, but it does state that you are entitled to a refund for “significant delays” on a case-by-case basis.
- You are entitled to a refund for services you paid for but didn’t receive, like a baggage fee or Wi-Fi.
For the United Kingdom (UK 261 Rules):
- The UK has very strong passenger protections, often called “UK 261” (derived from EU law).
- You are entitled to compensation if your flight is delayed by 3+ hours on arrival.
- The amount depends on the flight distance, not your ticket price.
- This only applies if the delay was within the airline’s control (e.g., technical fault, staffing) and not “extraordinary circumstances” (e.g., bad weather, political instability).
- You can claim for flights that departed from the UK, arrived in the UK on a UK/EU airline, or arrived in the EU on a UK airline.
For Canada (APPR Rules):
- Canada’s Air Passenger Protection Regulations (APPR) are also very strong.
- Compensation for delays is tiered based on the length of delay and whether the airline is large or small.
- Crucially, it depends on the reason for the delay.
- Within airline’s control (e.g., staffing): You are owed compensation.
- Within airline’s control (for safety): You are not owed compensation, but you are owed a standard of care (food, hotel).
- Outside airline’s control (e.g., weather): You are not owed compensation.
Always check your specific situation against these official government resources.
- External Link (DoFollow): U.S. DOT “Fly-Rights” Page
- External Link: UK Civil Aviation Authority (CAA) – Delays & Cancellations
- External Link: Canadian Transportation Agency (CTA) – Air Passenger Rights Guide
5 Steps to Take Before You Send Your Email
- Gather Your Evidence: Do not write the email until you have this.
- Booking reference number
- Flight number and date
- Original departure and actual arrival times (a screenshot from a flight tracker is great).
- Receipts for any expenses (food, hotel, taxis).
- A brief note of why the flight was delayed (if the staff announced it).
- Identify Your “Ask”: What do you want?
- A full ticket refund?
- Statutory compensation (under UK 261 / APPR)?
- Reimbursement for expenses?
- Be specific.
- Find the Right Email: Do not use a generic “info@” address. Search for the airline’s “customer relations,” “complaints,” or “refunds” department.
- Be Polite, but Firm: Anger gets you nowhere. Be professional, factual, and direct. You are making a business claim, not writing an angry review.
- Check Your “Contract of Carriage”: This is the long, boring legal document you agreed to when you bought your ticket. A quick “Ctrl+F” for “delay” or “refund” can tell you the airline’s official policy.
How to Write Your Refund Request Email to an Airline for a Flight Delay
A perfect refund request email to an airline for a flight delay has four parts.
- A Clear Subject Line: Don’t be vague.
- Bad: My flight was late
- Good: Refund Request: [Your Name] – [Flight Number] – [Date]
- Better: Compensation Claim (UK 261) – [Your Name] – [Booking Reference]
- The Facts (No Emotion):
- Start by stating your flight details, your booking reference, and what happened.
- “I was a passenger on [Flight Number] on [Date], with booking reference [Number]. The flight was scheduled to depart at [Time] but was delayed, arriving at [Destination] at [Time], a delay of [X] hours.”
- The Justification & The “Ask”:
- This is where you connect the facts to the rules.
- “As this delay of [X hours] was due to a [Reason, e.g., technical issue], I am entitled to compensation under UK 261.”
- “I am requesting a refund for my ticket, as the ‘significant delay’ meant I missed the event I was traveling for.”
- “I am requesting reimbursement for my hotel and meal expenses, for which receipts are attached.”
- The Attachments & A Deadline:
- “I have attached my booking confirmation, flight details, and all relevant receipts.”
- “Please respond to this claim within 30 days. I look forward to your prompt reply.”
3 Ultimate Templates for Your Refund Request
Template 1: General Refund/Compensation Request (US/General)
Subject: Refund Request – [Your Name] – Booking Ref: [Number] – Flight [Number]
Body:
Dear [Airline Name] Customer Service,
I am writing to request a refund for my flight, [Flight Number], on [Date], from [Origin] to [Destination]. My booking reference is [Booking Reference Number].
This flight was scheduled to depart at [Scheduled Departure Time] but was delayed, finally departing at [Actual Departure Time]. We arrived at [Destination] at [Actual Arrival Time], which was a significant delay of [X] hours.
Due to this significant delay, the purpose of my trip was compromised.
As per your contract of carriage and DOT regulations regarding significant delays, I am requesting a full refund of my ticket price of [Ticket Price].
I have attached my booking confirmation and a screenshot of the flight’s arrival time.
I look forward to your reply and a resolution within 30 days.
Sincerely,
[Your Name] [Your Phone Number]
Template 2: UK 261 Compensation Claim (UK-Specific)
Subject: UK 261 Compensation Claim – [Your Name] – Booking Ref: [Number] – Flight [Number]
Body:
Dear [Airline Name] Customer Service,
I am writing to claim compensation under regulation UK 261 for a delayed flight.
My flight details are as follows:
- Passengers: [Your Name(s)]
- Booking Reference: [Booking Reference Number]
- Flight: [Flight Number] on [Date]
- Route: [Origin] to [Destination]
- Scheduled Arrival: [Time]
- Actual Arrival: [Time]
This flight arrived [X] hours late. The reason given for the delay was [Reason, e.g., “a technical issue with the aircraft”], which is within the airline’s control.
According to UK 261, a delay of this length on a flight of this distance entitles me to compensation of [£XXX or €XXX] per passenger.
Please process this compensation claim. I have attached my booking confirmation for your reference.
I expect a response within 14 days.
Sincerely,
[Your Name] [Your Address] [Your Phone Number]
Template 3: Expense Reimbursement Request (Any Country)
Subject: Expense Reimbursement – [Your Name] – Booking Ref: [Number] – Flight [Number]
Dear [Airline Name] Customer Service,
I am writing to request reimbursement for expenses I incurred due to the delay of flight [Flight Number] on [Date]. My booking reference is [Booking Reference Number].
Our flight was delayed by [X] hours and we were required to stay overnight in [City].
During this delay, I incurred the following necessary expenses:
- Hotel: [$XX.XX]
- Meals: [$XX.XX]
- Taxi to/from hotel: [$XX.XX]
- Total: [$XXX.XX]
As this delay was due to [Reason, e.g., crew scheduling], I am requesting a full reimbursement for these costs.
I have attached all itemized receipts for your review.
Please let me know when I can expect this reimbursement.
Sincerely,
[Your Name] [Your Phone Number]
What If They Ignore Your Email?
Don’t give up.
- Follow Up: Send a polite follow-up email after 2-3 weeks.
- Escalate: If you get no response or an unfair rejection, file a complaint with the relevant body (DOT, CAA, or CTA). This is free and very effective.
- Internal Link: For more professional communication tips, check out our [guide to writing a timesheet correction email].
Sending a refund request email to an airline for a flight delay requires patience, but being armed with the facts and a professional template is the best way to get the money you are owed.
