Response time for compensation claim

SteveS1967

Hi, does anybody know what the "reasonable amount of time" is for the airline to respond to your compensation claim?  United told me originally that they respond within 4 weeks, then it went to 6 weeks, now it is 9 weeks.
I got a holding response after 2 weeks, but that surely doesn't count?
Sorry if this has been asked a thousand times before

eskbanker

SteveS1967 said:

Hi, does anybody know what the "reasonable amount of time" is for the airline to respond to your compensation claim?

I'm not aware of a specific timeframe being defined in the regulations, but where are you quoting from?

SteveS1967

I thought it was the CAA website, but I can't find it again.  Too many tabs open.  I have now found that the CAA website does say "you are not satisfied with the outcome or have not received a reply within 8 weeks"  So I assume I can use that in escalation correspondence.

eskbanker

Yes, it's true that rights to escalate to the CAA (or any relevant ADR providers) will often arise after eight weeks, but that doesn't necessarily mean that this timeframe is considered reasonable!  But yes, in the absence of any substantive response from the airline after nine weeks, you could indeed go CAA's PACT, although that just starts a different clock ticking....

Alternatively, if you're confident that you're definitely due the money, and that there's no scope for debate, then you could just go straight to small claims - a letter before action may stimulate some progress from the airline.