Many claims go unanswered simply because they are sent to the wrong place: a guessed email address, a generic form, or even a fake website imitating the airline. Here is how to make sure you get it right.
✓ Content checked by the VolClaim editorial team · Last updated: 18 October 2026 · Sources: Regulation (EC) No 261/2004, official airline addresses
customer-service@, claims@, support@... These "intuitive" addresses often lead nowhere: the claim disappears into the void, with no acknowledgement of receipt or follow-up.
Domain names close to the official one (a variant with a hyphen, a different extension) can collect your personal data without handling your claim. Always check the URL before entering any information.
An airline's standard contact form is often handled by a different department (general customer relations) from the one that deals with compensation claims under Regulation (EC) No 261/2004.
A link received after a disrupted flight, claiming to come from the airline, should always be checked by comparing it with the official URL typed directly into the browser.
For each claim, we identify the claims channel actually used by the airline concerned – dedicated form, verified address or regulatory department – rather than guessing a generic address. We keep an up-to-date directory of claims channels by airline, available on our airline pages.
If you prefer to check for yourself: always start from the airline's official website (never from a link received by email), and if in doubt, you can consult the independent fact sheets of the DGAC (French civil aviation authority).
Check that the domain name matches the airline's exactly (not a variant with a hyphen or an unusual extension), and always prefer the link available from the airline's official website rather than a link received by email or text message.
A made-up address (for example customer-service@airline.com) may never be read, which delays or prevents your claim. Each airline has a specific official channel (dedicated form, verified address or regulatory department) that must be identified case by case.
If there is no reply after 60 days, or if the claim is refused, you can refer the matter free of charge to the Médiateur Tourisme et Voyage. In France, since 7 February 2026, this mediation is mandatory before any court action. You can also report a breach to the DGAC, which does not, however, pay compensation.
We identify the right channel for you, free of charge, and are only paid if successful.
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