AirHelp, a leading air passenger rights organisation, has found that a record 58% of eligible passenger compensation claims were wrongly rejected by airlines in 2025, despite travellers being legally entitled to compensation.

The figure means fewer than half of valid claims were accepted on first review and represents a significant increase from 2024, when 52% of eligible claims were wrongly rejected. It is also the highest rejection rate recorded by AirHelp.
While an initial rejection can discourage passengers from pursuing a claim, it does not necessarily mean compensation isn’t owed. AirHelp continues to challenge wrongly rejected claims, often securing compensation for passengers after providing additional evidence and legal support.
A wrongful rejection occurs when an airline denies a valid compensation claim that should have been paid under applicable passenger rights regulations. In many cases, passengers face an additional hurdle before they receive a decision at all. AirHelp’s analysis found that 31% of claimants received no response from the airline at all, leaving thousands of passengers waiting indefinitely for an outcome and uncertain about whether their claim is even being reviewed.
Drawing on claims submitted under passenger rights regulations in the European Union, United Kingdom, Brazil, Turkey and Saudi Arabia, as well the Montreal Convention, the analysis paints a concerning picture of the challenges passengers face when trying to secure compensation they’re legally entitled to.
AirHelp’s analysis also identified the most common reasons airlines use to reject or leave unanswered claims that are ultimately found to be valid.

AirHelp CEO Tomasz Pawliszyn, said: “Passengers should not have to fight for compensation they are legally entitled to. Yet our data shows that too many travellers are facing either wrongful rejections or no response from airlines whatsoever.

“Whether through incorrect rejections or a complete lack of responses, these outcomes can discourage passengers from pursuing their rights, creating unnecessary barriers to compensation and adding complexity to an already frustrating claims process. At a time when passenger rights should be clearer and more accessible than ever, airlines must do more to ensure the claims process is fair, transparent and accountable.”

For more information on your passenger rights, or to check if you are eligible for compensation, visit AirHelp.co.uk or download the AirHelp app.