Liability clarification for EC261 claim
 

Hi all. I'd like some clarification on an EC261 claim that Emirates have rejected today for my wife. She flew on EK10 LGW - DXB on 06/04/25, which was delayed by around 3 hours due to a scratch on the door (this is what they were told by cabin crew, I believe).

In their response, Emirates state "Our records reflect that the inboundaircraft sustained damage enroute by a foreign object and required essential engineering works to be completed on arrival".

Now that I've spoken to my wife and her family, they've clarified that it was the outside of the door that was damaged. Whilst I absolutely appreciate that a foreign object damaging an aircraft can be considered outside Emirates' control, I wanted to double check this here, as I am conscious that airlines don't always play ball with EC261 claims!

Emirates have never paid out on any of the genuine EC261 claims that i have had to submit over the last 10 years of travel with them. Their standard policy seems to be reject the claim and hope you give up chasing it.

According to FR24, arrival was delayed around 2 hours, so no payment would be due anyway :-

https://cimg9.ibsrv.net/gimg/www.fly...0b32123c3d.png

DYKWIA - apologies, I did not mention that their final destination was LUN. Their connection was missed from DXB and they were 24 hours late in arriving at LUN.