When the authorities are unable to assist EU citizens with an adjudication

If the airline refuses to pay compensation, Refundmore will investigate several databases for technical evidence, that can determine whether the passenger is eligible for compensation by the airline. During unusual circumstances such like bad weather etc. the flight disruption is no longer within the control of the airline - and the passenger will by default not be eligible for compensation. 

Sometimes the databases consisting of  the evidence easily can clarify whether the airline is responsible for the flight disruption - and in other cases, it is uncertain what actually happened and which party that is responsible. Therefore, it might sometimes be necessary to bring the case to NEB. 

NEB stands for National Enforcement Body. Some European NEBs are very helpful while other countries’ NEBs are not functional for flight disruption matters. Some have long case processing time, are inaccurate in their decisions or do not cooperate at all with EU citizens and their legal assistance (Refundmore), to lead the matter to an adjudication. 

Principally, EU-citizens should be able to make use of the same rights - but this is unfortunately not always how it turns out. 
This makes Refundmore unable to successfully complete the case - and the passenger lose their entitled compensation, due to lack of cooperation from the national NEB.