Free Airline Reply Library
Decode the phrase before you decide what to do.
Common airline and booking-platform replies, translated into what they may mean, what they do not prove and the next fact-specific question to ask.
Clarification tool, not a verdict. The same phrase can have different consequences depending on route, seller, jurisdiction and facts.
| Reply phrase | What it may mean | What it does not prove | Ask next |
|---|---|---|---|
| “Extraordinary circumstances” | The airline believes an exceptional event affects compensation liability. | It does not explain the exact event, causal link or every separate right. | What specific event affected my flight, how did it cause the disruption, and what evidence supports that conclusion? Read guide |
| “Your refund is processing” | A refund may be authorized, queued, issued or still moving between parties. | It does not say who holds the funds or whether a traceable transaction exists. | Has the refund been authorized, issued or completed? What date, amount, destination and reference/ARN apply? Read guide |
| “Contact your booking agent” | The seller/intermediary may need to handle part of the transaction. | It does not prove the airline has no remaining role. | Did you release any refund to the agent? If yes, when, how much and under what reference? Read guide |
| “We already refunded the booking platform” | The airline says money entered the intermediary payment chain. | It does not prove the traveler has been credited. | What processing date, amount, currency and reference can the agent use to reconcile it? Read guide |
| “We can offer a voucher” | A non-cash remedy is being offered. | It does not show restrictions or whether acceptance affects another remedy. | What are the expiry, route, transfer, residual-value and refund conditions? Read guide |
| “Your claim is closed” | The company considers its internal handling complete. | It does not explain whether every factual issue was addressed. | What exact reason closed the claim, what evidence/rule was relied on, and is there a final-response route? Read guide |
| “Insufficient documentation” | The reviewer says something needed is missing. | It does not identify which document unless they say so. | Please list each missing item and what alternative evidence you accept. Read guide |
| “We issued a partial refund” | Only part of the original payment was credited. | It does not prove the amount is correct. | Please provide a line-by-line calculation: fare, taxes, add-ons, used segments, fees, currency and refund. Read guide |
| “Refund sent to your card” | A refund may have been directed to the original payment credentials. | It does not guarantee the credit is visible yet. | What date, amount, card ending digits and transaction reference can my bank trace? Read guide |
| “Cabin downgrade confirmed” | The flown cabin differed from the ticketed cabin. | It does not establish the repayment calculation. | Which segment was affected and what calculation was used for repayment? Read guide |