Will I ever get my EC 261 payment?!

Photo of author

By Christopher Elliott

When Jet Airways cancels Ariel Reyes’ flight from Paris to Mumbai, the airline offers $1,360 under EC 261, the European airline consumer protection regulation. But two months later, Reyes is still waiting.

Question

I recently flew from Paris to Mumbai on Jet Airways. My flight was delayed and eventually canceled. Jet Airways promised me $1,360 under EC 261, the European airline consumer protection regulation.

I sent Jet Airways an EC 261 claim. Within three days, the airline responded, and it agreed to pay 600 euros to my wife and me. Jet Airways requested copies of our passports, the boarding passes and our signatures on a release and discharge letter. I sent everything they were requesting that same day, but have not heard back from them since.

It’s been more than a week since I sent the forms. Should I be worried? — Ariel Reyes, Albert Lea, Minn.

Answer

You should not be worried. Processing a claim under EC 261 takes time — weeks, months, and in some rare cases, even years. But one thing you should worry about a little is whether you had a valid claim. In recent weeks, I’ve seen an uptick of cases involving an airline promising a refund under EC 261 but then not delivering. (Related: My EU 261 claim from WOW is “in process” — for six months.)

What’s EC 261? It’s the European airline consumer protection rule that says if an airline delays your flight, it will compensate you. There are important exceptions. For example, some flights and some situations like air traffic control delays, aren’t covered. But typically, when an airline agrees to pay your claim, it’s a done deal. (Here’s what you need to know about EC 261 and European air travel rights.)

More information about EC 261

By the way, I have much more information on EC 261 my nonprofit consumer advocacy site. You can find out more about the airline’s timeline for compensating you (spoiler alert: it’s not seven days).

I told you to wait — and you did. A month passed. Nothing. Another month. Still nothing. You contacted me again, asking about your EC 261 claim, and that’s when I became worried. I recommended that you reach out to someone at Jet Airways about your claim. I list the names, numbers, and email addresses for the customer service executives at Jet Airways on my nonprofit consumer advocacy site. Finally, I became so concerned that I also reached out to Jet Airways on your behalf. Although EC 261 doesn’t require an airline to process a claim within a certain amount of time, two months really seems to be pushing it.

Insured Nomads helps you get travel insurance for as low as $2.88 per day, and options to add trip cancellation, global legal assistance, car rental cover and adventure sports. Award-winning plans. Exceptional service. Digital policy card to store with to your boarding pass and loyalty programs in your Apple/Google Wallet, in-app emergency button, lounge access for registered delayed flights and so much more than just medical. It’s peace of mind to reduce the uncertainty and travel with confidence short term for leisure and even longer for remote work, or your cruise and safari excursions. TrustPilot reviewed ”Excellent.” Read more and get covered.

Jet Airways paid you $1,360, the full value of your claim.

Photo of author

Christopher Elliott

Christopher Elliott is the founder of Elliott Advocacy, a 501(c)(3) nonprofit organization that empowers consumers to solve their problems and helps those who can't. He's the author of numerous books on consumer advocacy and writes three nationally syndicated columns. He also publishes the Elliott Report, a news site for consumers, and Elliott Confidential, a critically acclaimed newsletter about customer service. If you have a consumer problem you can't solve, contact him directly through his advocacy website. You can also follow him on X, Facebook, and LinkedIn, or sign up for his daily newsletter.

Related Posts