The airline does not respond to the complaint: what is the next step
Silence is not the answer, but the next step is stronger if you have proof of when you sent the complaint, what you sent and how much time has passed.
Main guide for this topic
Flight cancellation compensation
This article is a detailed subtopic. Start with the main guide if you want the full picture on eligibility, amounts, exceptions and next steps.
First, check that the request is complete
If the airline asks for a supplement, check if the request is really incomplete or if it is asking for documents you have already sent. Sometimes the supplement is justified, and sometimes it is just part of a slow process.
Send what is reasonably missing and keep proof of sending. If you have already submitted the document, please respond calmly and re-attach it, noting when it was originally submitted.
The most common problem is the lack of a complaint reference number. Without it, it is more difficult to prove that the item exists and track the status through customer support.
Create a timeline
Write down the flight date, complaint date, shipping channel, reference number, automatic confirmation date, each amendment and each reply. That simple chronology saves a lot of time later.
If a case is headed for a regulatory filing or legal review, a timeline is often the first thing to look for. It shows that you didn't just wait, you followed the procedure properly.
Add practical events to the timeline: when an alternative flight was offered, when you arrived, when you paid for your hotel or when you received a voucher.
Distinguish silence from an unreasoned response
Silence means that there is no real response after sending a complete complaint. An unreasonable response is when the airline sends a short message without specific facts, for example only extraordinary circumstances.
Both cases may require a next step, but the approach is not the same. With silence, the focus is on proof that you sent the request and that the deadline has passed. With a bad answer, the focus is on why the explanation is not sufficient.
So save the automatic replies as well. They can show that the airline has received the item, even if it doesn't match the content later.
When to send a follow-up
If a reasonable amount of time has passed without a response, send a short follow-up. Enter the reference number, the date of the first request, the flight and briefly ask for the status or reasoned decision.
Do not send a new emotional complaint from the beginning. The goal of the follow-up is to show regularity and to leave a mark that you tried to resolve the matter directly with the carrier.
If the airline keeps asking for the same documents, respond with a list of what was attached and when. Such communication helps later if it is claimed that the documentation was not complete.
When to escalate
If the air carrier does not respond within the relevant time frame or the response does not contain a real explanation, the next step may be a regulatory complaint, a further formal warning or an assessment for the court route.
Do not escalate blindly. First, check that the basis of the request is realistic: the route, the reason for the disruption, the delay in arrival and the evidence. A weak case will not become strong just because the airline is late in responding.
If the foundation is good, neat documentation and a timeline give a much better position than a series of unrelated messages.
How letkasni.rs helps
In such a case, it is useful to have someone read the entire communication and say what is missing: proof, deadline, legal basis, clearer request or next procedural step.
The goal is not to push every case at all costs, but to ensure that a good case is not lost due to poor procedure or the silence of the airline.
A review of the communication often reveals simple omissions: there is no reference number, no new itinerary is attached, the request mixes costs and compensation, or the airline's response is not saved in its entirety.
Once that's taken care of, the next step is much clearer. Sometimes a proper follow-up is enough, and sometimes it is better to immediately prepare the subject for further inspection.
If the demand is seen to be weak, this is also a beneficial outcome. Then you don't spend extra months on correspondence that can't change the basic facts.
If the request is good, an orderly package of evidence allows further steps to be taken more calmly and without constantly returning to the beginning.
Check if there is a hidden status
Some airlines do not always send a clear email, but the status of the change remains in the portal or application. If you are waiting for a response, please also check the user account, spam folder, claim portal and all the addresses you used.
If you see the status closed, rejected or resolved without an explanation, take a screenshot. It's proof that the item exists and that the airline has made a decision, even if they haven't sent it to you properly.
In the follow-up, you ask that the decision and explanation be sent to you in writing. Without it, it is more difficult to understand whether to send a supplement, a complaint or a new request.