uk air travel delay compensation

Claim compensation if your flight's delayed or cancelled

This advice applies to England. See advice for See advice for Northern Ireland , See advice for Scotland , See advice for Wales

You might be able to get compensation if your flight was:

leaving from the UK – it doesn’t matter which airline it was with

leaving from the EU, Iceland, Norway or Switzerland - it doesn't matter which airline it was with

arriving in the UK and was with a UK or EU airline

arriving in the EU and was with a UK airline

When to contact the airline

Contact the airline if these don't apply to you - for example, because you flew from New York to Los Angeles, or to Europe on a Qantas plane. What you’ll be entitled to will depend on the airline, and the countries you left from and arrived in.

Check what the airline should give you if your flight's delayed

If your flight’s delayed for long enough, your airline has to give you:

food and drink

access to phone calls and emails

accommodation if you’re delayed overnight - and journeys between the airport and the hotel

How long the delay has to be depends on the distance of the flight and the countries it's flying between. You can check the flight distance on the WebFlyer website.

The airline might give you vouchers to get these things at the airport. Ask someone who works for the airline if you’re not offered any help.

If they don’t give you help at the airport, keep receipts for expenses and try to claim from the airline later. Airlines only pay for ‘reasonable’ expenses - you are unlikely to get money back for alcohol, expensive meals or luxury hotels.

If your flight’s delayed for 3 or more hours

You’re entitled to get compensation if the flight arrives more than 3 hours late and it's the airline’s fault - for example, if they didn’t get enough bookings or there was a technical fault.

You’re unlikely to get compensation if the delay was because of something outside the airline’s control, like bad weather or a security risk.

If you’re on a non-UK flight which connects to a UK flight

You can usually get compensation if:

you booked both flights as a single booking

you were delayed for more than 3 hours

the delay was the airline’s fault

For example, if you were flying from London to Melbourne, with a stopover in Dubai, and your connecting flight was delayed or you couldn’t board the plane, you’d still be covered.

You’re entitled to a set amount of compensation depending on both:

the distance of your flight - check your  flight distance on the WebFlyer website

the length of the delay - how late you are getting to your destination

How to get compensation

You have to claim from the airline to get compensation. Search their website or call their customer services department.

If your flight’s delayed for 5 hours or more

You don’t have to take the flight if it’s delayed for 5 hours or more.

If you don’t take the flight

The airline legally has to give you all of the following:

a full refund for the flight

a full refund for other flights from the airline that you won’t use in the same booking, eg an onward or return flight

if you’re part-way through a journey, a flight back to the airport you originally departed from

You should get the refund within 7 days of the date of the flight.

Talk to someone from the airline as soon as you decide you don’t want to take the flight.

If you do take the flight

You can claim up to £520 in compensation if the delay is the airline’s fault - depending on the distance and destination of your flight, and how late it arrived. It might have been your airline's fault if there was a technical problem, or they overbooked.

If your flight is cancelled

You have the legal right to either:

a full refund - including other flights from the airline that you won’t use in the same booking such as onward or return flights

a replacement flight to get you to your destination

If you’re part-way through a journey and you don’t want a replacement flight, you also have a right to a flight back to the airport you originally departed from.

Ask for a refund or replacement at the airport if you can. If not, you can claim from the airline later.

You also have a legal right to:

help with costs - if the cancellation delays you 2 or more hours

compensation - if you’d be delayed 2 or more hours by the replacement flight offered and you were given less than 2 weeks' notice

If you get a replacement flight

If you have to wait long enough for your replacement flight, the airline legally has to help you with things you need. This includes:

accommodation if you’re delayed overnight, as well as journeys between the airport and the hotel

How long the delay has to be depends on the distance of the flight and the countries it's flying between. You can check the  flight distance  on the WebFlyer website.

The airline might give you vouchers to get these things at the airport. Ask someone who works for the airline if you’re not offered anything.

If they don’t give you help at the airport, keep receipts for your expenses and try to claim from the airline later. Airlines only pay for ‘reasonable’ expenses - you are unlikely to get money back for alcohol, expensive meals or luxury hotels.

Claim compensation for a cancelled flight

You’re legally entitled to get compensation if the cancellation is the airline’s responsibility and both the following apply:

the replacement flight delays your arrival by 2 or more hours

your flight was cancelled less than 14 days before departure

The amount of compensation you’re entitled to depends on:

when the flight was cancelled

the distance of the flight - check the flight distance on the Web Flyer website

the departure and arrival times of the rescheduled flight

If your flight was cancelled less than 7 days before departure:

If your flight was cancelled between 7 and 14 days before departure:.

You can claim from the airline to get compensation. You might be able to claim from your travel insurance – check if your insurance policy covers cancellations.

Claim from the airline

Contact the airline – this needs to be the airline operating the flight, even if you booked it through another airline. The airline’s customer services department will usually help. Be ready to give all your flight details and booking reference numbers.

Write your claim – say what went wrong and what you want the airline to give you. Include copies (not originals) of your tickets and any receipts.

Check how to write a good claim on the Civil Aviation Authority’s website.

Keep records – keep copies of your claim and any response from the airline. Take notes if you speak to anyone from the airline - this could be useful if you decide to take your claim further.

If you’re not getting anywhere

If you’ve asked the airline and they won’t give you the right compensation, you can complain to an independent organisation.

If the airline is a member of an alternative dispute resolution (ADR) scheme, you can complain to the scheme.

Check if the airline is a member of an ADR scheme on the Civil Aviation Authority’s website . 

If they are, complain to the ADR scheme. If the airline isn’t part of an ADR scheme, you can complain to the Civil Aviation Authority on their website .

Further help

Contact the Citizens Advice consumer helpline on 0808 223 1133  if you need more help - a trained adviser can give you advice over the phone. You can also use an online form . 

If you’re in Northern Ireland, contact  Consumerline .

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• Aviation passenger experience

Government takes action to strengthen airline passenger rights

New proposals considered include improving compensation processes for delayed flights and strengthening protections for disabled passengers.

• government launches plan to bolster airline passenger protections and rights, made possible thanks to the UK ’s departure from the EU
• new proposals to amend compensation processes available for delayed UK domestic flights and improve access to faster and cheaper dispute resolution
• comes amid calls for change from leading airlines and consumer groups

Airline customers to more easily seek justice from unfair practices thanks to new proposals announced today (31 January 2022) by Transport Secretary Grant Shapps.

Some of the proposals being consulted on have been made possible thanks to the UK ’s departure from the EU and our newfound ability to amend rules set under EU regulations.

These include considering the creation of a fairer compensation model for when domestic UK flights are delayed.

Based on the current compensation model used by rail and ferry customers, this will see a significant shift away from the current ‘set rate’ model.

Passengers would instead be able to claim compensation based on the length of the flight delay and linked to cost of travel rather than having to meet a certain threshold – which is currently a 3-hour delay.

The government is also considering mandating all airlines to be part of the aviation Alternative Dispute Resolution ( ADR ) scheme, which would give consumers a route for escalating certain complaints that cannot be settled between the consumer and airline without needing to go to court.

In the current setup, there are 2 ADR providers in the UK and airlines can join voluntarily.

Under the new proposals, all airlines would have to join the scheme, giving customers access to this dispute route regardless of who they fly with. This could help people who are struggling to get refunds when they are entitled to them.

The proposals also aim to strengthen the UK regulator’s powers to further protect both consumers’ and airlines’ interests. As the UK ’s aviation regulator, the Civil Aviation Authority ( CAA ) works to ensure consumers are protected and treated fairly. Under the new proposals, they would have increased powers to enforce consumer protection law, for example, and would be able to fine airlines directly for breaches where appropriate. ​

You can have your say at Reforming aviation consumer policy: protecting air passenger rights .

Transport Secretary Grant Shapps said:

People deserve a service that puts passengers first when things go wrong, so today I’ve launched proposals that aim to bolster airline consumer protections and rights. We’re making the most of our Brexit dividend with our new freedoms outside of the EU and this review will help build a trustworthy, reputable sector.

Richard Moriarty, Chief Executive at the UK CAA , said:

We welcome the action from the government to improve the rights of air passengers. This consultation is a clear indication of the need to enhance our enforcement powers and bring us in line with other regulators. The proposals will improve passenger rights and equip the Civil Aviation Authority with the appropriate tools to act swiftly and effectively for the benefit of consumers. The ADR scheme has helped thousands of consumers seek redress from their airline or airport and we welcome the proposal to bring more airlines onto the scheme. We will respond to the consultation in the coming weeks.

The plans also consult on mandating that airlines provide wheelchair users and people with reduced mobility with the full amount of compensation for any damage caused to their wheelchair or mobility scooter during a domestic UK flight.

At present, under legacy rules, airlines are not mandated to cover the cost of repairs, even if the device is damaged while in their care.

Rocio Concha, Which? Director of Policy and Advocacy, said:

For years, passengers have been let down by some companies in the travel sector, battling to be heard or to get the compensation they are owed when things go wrong. Trust in travel plummeted further during the pandemic when some airlines ignored their legal obligations and refused to pay refunds for cancelled flights. This consultation is a welcome first step that must improve and strengthen consumer rights and protections so that complaints are dealt with fairly and promptly, and that passengers receive the money they are due quickly and without unnecessary hassle. It is also vital that the system is backed up by a regulator with the powers it needs to take swift and strong action against any company that breaks consumer law.

Caroline Stickland, Chief Operating Officer at Transport for All, said:

Having your wheelchair or mobility aid lost or damaged by an airline doesn’t just put a damper on a holiday. It can mean a total loss of independence and mobility. Much more needs to be done to safeguard against this, including fair recourse to compensation for disabled passengers. We welcome these proposals and hope they mark the start of further positive changes in this area so that disabled people, whatever their access requirements, can travel with security and confidence when using airlines.

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UK flight disruption: your rights and what you are entitled to

You may be entitled to a refund, a seat on another flight, a hotel stay or help with food and drink

Travellers continue to face severe disruption after a UK air traffic control technical failure on the August bank holiday led to cancellations and delays. Although the problem was fixed after several hours, more knock-on delays are expected because aircrews and planes are left out of position.

My flight has been cancelled, what are my rights?

If your flight is cancelled and your airline is UK- or EU-based, it must offer you a replacement at the earliest opportunity, or a refund. If it is your outbound flight that is cancelled, you can get the full cost of the return ticket refunded.

If you are flying in from outside the UK with a non-UK and non-EU carrier – for example, from New York to Glasgow with American Airlines – you need to look at the terms and conditions of your booking to see what help you are entitled to. Opting for a replacement flight is known as being “rerouted” and most carriers will book you on another one of their flights to the same destination. If, like many unlucky travellers on Monday, you were at the airport when the flight was cancelled, you are also entitled to “care and assistance” while you wait for your new flight.

“Airlines are legally required to transport you to your destination as soon as possible,” says the Which? travel editor, Rory Boland. “That means on other airlines or other routes, if necessary.”

However, he says many airlines often ignore this and only allow you to rebook with them or “partner” airlines. “If other airlines can get you home several hours or days before the rerouting offered by your airline, ask your carrier about rebooking you. If it refuses, book the alternate flight yourself and claim the money back.”

If you are stuck overnight, the airline is also responsible for providing accommodation . Some airlines will book passengers into hotels, but often passengers find there are no staff available to help, especially during major incidents.

If this happens, you have the right to do it yourself and then claim the costs back later. If you do end up doing this, keep every receipt and do not spend more than is reasonable. Airlines are unlikely to refund you for luxury hotel stays or alcohol.

However, be prepared to wait for your cash, as airlines often drag their heels on payouts. And don’t accept a refund from your original airline. Your legal rights are to rerouting or a refund, but not both.

If your flight is just delayed, you have a similar entitlement to help with food and drink, but it is linked to the type of flight. For short-haul, it must be more than two hours, whereas for a long-haul flight the delay must be more than four hours. If the delay exceeds five hours, your airline must offer you the option of a refund.

Can I get the money back for my trip?

If you have put together your own travel itinerary, this is where it gets tricky. If you are unable to fly but have an expensive hotel stay booked, you may not be able to recover that cost. Again, you need to check the conditions of your booking. If you can’t get your money back, it is worth contacting your travel insurer to find out what cover is available under your policy.

If you are going on a package holiday, you have the same rights as any other passenger to rerouting and a refund, but you also have additional rights regarding the rest of your holiday, according to travel industry trade body the Association of British Travel Agents (Abta). Normally, your travel company will contact you to rearrange your flights; however, if you are at the airport when the flight is cancelled, you should contact it to discuss the options. If your flight can’t be rearranged or significant changes to your plans are required, then the travel company must offer an alternative holiday or a refund of the full package price – not just the flight part. Generally, a change of more than 12 hours on a 14-night holiday is considered a significant change.

My holiday has been ruined – can I claim compensation?

This always depends on what caused the upset to your travel plans but the general rule here is if it wasn’t the airline’s fault, you won’t be entitled to any compensation. Flight delays or cancellations caused by “extraordinary circumstances” are not eligible for compensation.

Unfortunately, Boland says the disruption yesterday and today will be “classed as extraordinary circumstances, which means no compensation is due”.

However, if your flight several days or a week later is cancelled or delayed and the airline claims it is a result of the air traffic control system failure, you may be due compensation, he suggests.

“The airline may still claim this is an extraordinary circumstance, but if it appears that other carriers are operating as normal to your destination, you should consider lodging a claim for compensation.”

What about claiming on my travel insurance?

What you are entitled to in the event of a flight delay or cancellation will always vary from policy to policy, but ordinarily, travel insurance won’t cover claims for things the airline is legally required to pay for – such as overnight accommodation.

Some policies will have a set amount they pay out, minus any excess, for delays over a certain period or cancellations. You may also have complimentary airport lounge access in your policy.

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What should you do if your flight is delayed or cancelled?

From the rules on compensation to the airlines' obligations, here’s the latest on what you should do if facing air travel disruption to or from the UK.

It’s a situation many are familiar with: getting to the airport only to be greeted with a sea of red on the departure board. Delays and cancellations are something every traveller will eventually be faced with, but navigating the murky world of consumer rights and compensation can add a whole extra hurdle. Here’s everything you need to know if your plans are impacted by air travel disruption.

My flight is delayed. Can I get compensation?

Whether you’re owed anything will come down to a variety of factors, the most important of which is whether the issue is the fault of the airline — if it’s not, you can’t expect any compensation.

This rules out air traffic control issues, bad weather, strikes (not by airline staff) and situations deemed ‘extraordinary’. However, you can expect recompense for issues caused by airline staffing, technical problems and general late running.

How much you’re owed depends on the length of your flight, but airlines are duty-bound by UK and European law — namely EU261 (also UK261, post Brexit) — to pay out if you reach your destination more than three hours late, in most cases.

The law states:

• For a short-haul flight of under 1,500km (932 miles) — £220
• For a medium-haul flight of 1,501km-3,500km (932.7 miles-2,174 miles) — £350
• For a long-haul flight of more than 3,500km (2,174 miles) but with a delay of less than four hours — £260
• For a long-haul flight of more than 3,500km (2,174 miles) and a delay of more than four hours — £520

It’s important to check which category your flight falls into, so you know how much to expect, and to get in touch with your airline.

Who do the rules apply to?

The law applies to anyone departing from an airport in the UK on any airline. Similarly, it applies to passengers arriving at an airport in the UK or EU on an airline registered in either jurisdiction. In all other cases, you must rely on travel insurance to cover losses, so it’s important to take this out ahead of a trip.

What if I’m delayed at the airport?

Under the law, airlines must provide you with care and assistance while you wait if your flight is significantly delayed. How long the delay has to be depends on the distance of the flight:

• For a short-haul flight under 1,500km (932 miles) — two hours
• For a medium-haul flight of 1,501km-3,500km (932.7 miles-2174 miles) — three hours
• For a long-haul flight of over 3,500km (2,174 miles) — four hours

After such time, airlines must provide: a reasonable amount of food and drink (often given in the form of vouchers to be used at the airport); accommodation, if you’re rerouted the next day; and transport to and from the accommodation (or your home, if you’re able to return there).

How does all of this work in principle?

In theory you should be automatically provided with vouchers for food and, if required, booked into a hotel by the airline. But this doesn’t always happen.

You should make every effort to contact the airline for help, but if you find it impossible to get through, you can book it all yourself. For example, you can book a nearby hotel, get a taxi to it and expect your money to be reimbursed. But you must keep receipts for every element, as you’ll need them for claiming these expenses back.

Finally, be reasonable in what you book. A suite at a five-star hotel will likely be contested by your airline, while a claim for a standard double at an airport hotel should sail through, even if it’s expensive because demand is high.

What if my flight is cancelled?

Under the same law, the airline must offer you the choice of a refund, re-routing or re-booking — including with other carriers — or the opportunity to move your departure date.

Carriers are getting better at booking passengers onto rival airlines that fly the same route, but travellers should always be ready to remind them of their obligations under EU261.

What about compensation for cancellations?

If your flight is cancelled with fewer than 14 days’ notice, you may be due compensation of up to £520.

The criteria vary depending on when your new flight departs and arrives in relation to the original booking. Citizens Advice has a useful table that will prove useful if your flight is cancelled.

What if my airline refuses to pay?

Arguing a cancellation is ‘extraordinary’ is one tactic airlines use to try and avoid paying compensation. However, it’s worth fighting if you believe you’re being hoodwinked. Anna Bowles, the head of consumer policy and enforcement at the Civil Aviation Authority, said customers should first complain to their airline if they believe they’re being treated unfairly.

She added: “If they’re not satisfied with the response, consumers can seek redress via the approved Alternative Dispute Resolution (ADR) service. Where an airline is not signed up to the ADR service, passengers can escalate their complaint to the UK Civil Aviation Authority’s passenger advice and complaints team.”

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Air traffic control chaos: What are your rights if your flight is affected?

Airlines don't have to offer compensation because technical issues with the UK's air traffic control service NATS aren't their fault - but they still have an obligation to keep passengers comfortable if there are significant delays at airports.

News reporter @ConnorSephton

Tuesday 29 August 2023 13:50, UK

Hundreds of flights were cancelled on Monday after the UK's air traffic control systems were hit by a major technical fault - with thousands of passengers stranded.

And amid concerns that disruption could last well into this week, Britons stuck abroad - and those planning to travel in the coming days - will want to know what their rights are.

There's good news and bad news. While you're entitled to some support, airlines do not have to provide compensation for delays and cancellations because these technical faults are classified as "extraordinary circumstances".

Impact could last for days - live updates

Airlines do have an obligation to keep passengers comfortable in the event of a "significant delay" - with the Civil Aviation Authority setting out a clear definition of what meets this threshold.

You'll qualify for support if a short-haul flight under 932 miles (1,500km) is pushed back by two hours. This rises to three hours for journeys up to 2,175 miles (3,500km).

For long-haul flights going any further than this, four hours or longer counts as a significant delay.

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This applies to all passengers flying from a UK airport, returning to the country on a British or European airline, or arriving in the EU on a UK carrier.

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What am I entitled to?

In the event of a significant delay, airlines must give passengers:

• A reasonable amount of food and drink • Refunds for the cost of two free phone calls, faxes or emails • Accommodation for passengers stranded overnight • Transport to a hotel - or their home

Of course, when there are hundreds of passengers who need assistance, airlines may be unable to organise this support in a timely manner.

Because of this, the Civil Aviation Authority says affected consumers have the right to make their own "reasonable" arrangements - but they must keep receipts in order to be reimbursed.

"Reasonable" is a key word here, and you might not receive full compensation if you book a five-star hotel or have alcohol with your meals.

Will I get compensation?

This is where the bad news kicks in.

Usually, airlines do have to provide compensation if their flights arrive three hours late - but air traffic control problems don't count because these technical issues aren't their fault.

And if you agree to travel on a later flight, the airline is no longer obliged to offer food, drink or accommodation while you wait.

Thankfully, you are entitled to a full refund if you decide to abandon your journey after five hours of delays.

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What if I'm about to travel?

Transfer passengers who end up missing a connecting flight because their first plane was delayed are entitled to a service back to their original departure point.

But things get a little more complicated for passengers on package holidays - especially if they decide not to travel on a delayed outbound flight.

The CAA's guidance says: "You may lose your holiday too, so we recommend you contact your package organiser or the airline for further information.

"If you still want to travel then your airline must get you to your destination. You might have to be patient while they rearrange transport and rebook passengers, but the law says they must get you there."

Many travellers end up booking their flights, hotels and excursions separately - and if you're unable to cancel your accommodation or activities, you may be able to claim back on your travel insurance if it's a comprehensive policy.

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Am i entitled to flight delay compensation, including your rights if your flight is cancelled .

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Updated October 20, 2023

In this guide

In September, hundreds of flights were cancelled or delayed due to a “technical issue” with UK air traffic control systems . It left hundreds of passengers stranded. Here we explain your rights when it comes to flight compensation .

Air traffic control faults are classified as “extraordinary circumstances” and therefore airlines do not have to give you compensation If you have been affected, you do still have consumer rights . And there are plenty of other reasons that your flight might be delayed or cancelled.

In this article, we cover:

• What are my refund rights if my f l ight is cancelled?
• I paid on a credit card, will I get a refund?

My flight has been delayed – what are my rights?

• What if the travel provider goes bust?
• Will the EHIC cover my medical costs and what is a GHIC?

Read more: What is travel insurance and is it worth it?

My flight has been cancelled – what are my rights?

If you have booked a flight and it has been cancelled by the airline (and not you), you must be offered:

• A full refund within seven days after the scheduled flight
• OR an alternative replacement flight either as soon as possible after your cancelled flight or at a later date

Most airlines will book you on to their next available flight that is travelling to the same destination. However, if there is another airline flying there significantly sooner, you have the right to be booked on to that flight instead. 

This applies regardless of when the flight was cancelled and for what reason, as long as the:

• Flight was cancelled by the airline and not by you
• The flight was with a UK or EU airline (it’s headquartered in the UK or EU)
• Flight was due to take off or land in the UK or an EU country, including Iceland, Liechtenstein, Norway and Switzerland

Return and onward journeys with the same airline are also covered. Airlines are obliged to keep you informed of your rights.

You might be offered a voucher for another flight instead of cash but you do not have to accept it.

What if I have to wait for an alternative flight?

Airlines have a legal responsibility to provide you with care and assistance if your flight is cancelled up until you are able to fly to your destination, no matter the cause of the delay. These include:

• Sufficient food and drink (or vouchers to purchase it)
• Access to communication (i.e. free phone calls or emails)
• Overnight accommodation if needed
• Transport to and from the accommodation or your home, if you can return there

What if I booked through a third-party?

If your flight was booked through an online travel operator and not directly with the airline then you still have the same rights.

It is the responsibility of the airline to refund you when they cancel your flight.

What if my flight was booked as part of a package holiday?

If you booked a holiday through a travel company and not directly through the airline then it is the responsibility of the tour operator to either:

• Give you a full refund for the entire cost of the holiday (not just the flight)
• Provide you with a suitable alternative flight
• Offer you an alternative holiday

Your contract is with the tour operator, so you need to make a claim for a refund through them. You might be offered a refund credit note for a future booking as a replacement for a cash refund, but you do not have to accept it.

Make sure the travel company is part of the Atol scheme , which should protect you and your money if the provider goes bust.

Read more: UK passport renewal times and costs

What if the airline is delaying giving me a refund?

If the airline is dragging its heels on your refund:

• Contact the airline
• Write to them and outline your legal rights and their obligations

If the airline still won’t provide you with a full refund, there are alternatives depending on whether you paid by:

• Credit card: try to claim through your credit card provider under Section 75 of the Consumer Credit Act for sums between £100 to £30,000
• Debit card: you could try using the bank’s chargeback scheme

If this doesn’t work or the refund offered is inadequate, you can report the issue to the Civil Aviation Authority .

Read more: Our guide on how to claim refunds can help you find out more.

Am I entitled to compensation if my flight was cancelled?

If the airline cancelled your flight due to disruption outside of the airline’s control, such as bad weather or air traffic control faults, you are not entitled to compensation cancellation.

But if the disruption was caused by something within the airline’s control, like a technical failure or staff shortages, under European and UK rules you are entitled to compensation if:

• You are more than three hours late to your destination
• Given less than two weeks (14 days) notice

How much compensation your are entitled to depends on the:

• Length of delay
• Distance of the flight
• When you were notified of the cancellation

Citizens Advice have a full break down of all the compensation offered here .

Read more: The blame game: who should refund you?

What if my flight is not covered by UK/EU regulations?

If the airline cancels your flight but it is not a UK or EU-regulated flight, you are not covered by the rules outlined above.

You may still be entitled to a refund or compensation but you will need to check with the airline that you are travelling with.

If you are unable to make a claim, then check the terms and conditions of your travel insurance policy to see what you’re covered for.

My flight has been cancelled – can I claim on my insurance?

If your airline has cancelled your flight, you need to check your travel insurance policy or contact your insurer to see what you are covered you for.

You should always try to get a refund from the airline, travel firm or hotel before trying to claim on your insurance. Or reschedule for a later date if you can.

Travel insurance is unlikely to cover you for travel to any country that the Foreign, Commonwealth & Development Office advises against visiting.

If the situation changes when you are already in the country, you should be covered as normal under the medical and personal accident sections of your policy.

If your insurance claim is rejected you might have to go to the Financial Ombudsman .

Don’t forget to make sure that your travel insurance covers you for UK domestic breaks too. If you are unsure, speak to your travel insurance provider.

I paid on a credit card – will I get a refund ?

Paying by credit card offers you a greater degree of protection because of Section 75 of the Consumer Credit Act.

For purchases between £100 and £30,000, you may be able to get a refund from your credit card company because it is considered jointly liable with the retailer for a breach of contract.

You need to contact your credit card provider directly to make a claim.

This is particularly useful if the travel company that owes you a refund has gone bust.

Read more: Our independent top ratings round-up can help you find the best credit cards to use abroad .

We take a look at some of your broader flight rights below, including delays and cancellations.

If your flight has been delayed then the airline should help with costs. This includes if your flight is cancelled and the replacement flight is later than your original one.

These costs include:

• Food and drink
• Access to phone calls and emails
• Accommodation if you’re delayed overnight
• Journeys between the airport and the hotel

You might be given vouchers to pay for items in the airport. But if not, make sure you keep your receipts so you can claim from the airline later on.

If your flight has been delayed for at least three hours and it is covered by UK/EU regulations then you could also be entitled to compensation.

The delay needs to have been caused by something within the airline’s control, such as staff illness or technical issues with the aircraft.

Bad weather, strikes by air traffic controllers or terrorist threats would be considered extraordinary circumstances under which airlines do not have to offer you compensation.

Your airline should keep you informed if your flight has been delayed and the reason for that delay, as well as your rights to any eligible compensation.

How much compensation am I entitled to?

How much compensation you are entitled to for a delayed flight will depend on both:

• Length of delay (how late you are in reaching your destination compared to the scheduled arrival time)
• Distance of your flight (whether it was short, medium or long-haul)

If you are unsure about the exact distance of your flight, you can check on the WebFlyer website .

Here’s the maximum amount of compensation you will receive:

• Short-haul = £220
• Medium-haul = £350
• Long-haul = £520

The UK adopted the original EU regulation around flight delays into its own law after Brexit.

Depending on your airline and flight, you can claim under EU or UK law. It covers any flights that departed from anywhere within the EU or UK, or UK/EU-airline operated flights with an UK/EU destination. The EU compensation is offered in Euros.

What if I am stuck at the airport?

Regardless of why you are being delayed, after a certain amount of time, the airline owes you a duty of care.

You must be offered:

• Refreshments or vouchers to buy food and drink
• Phone calls or internet data
• Accommodation if the delay is overnight

This kicks in depending on the length of your flight:

• Short-haul flights = a delay of two hours or more
• Medium-haul flights = a delay of three hours or more
• Long-haul flights = a delay of four hours or more

Compensation also applies for any delays experienced if your flight was cancelled and you asked to be re-routed as soon as possible.

If you are not offered vouchers or refreshments by the airline, keep receipts for all reasonable expenses (alcohol and expensive dinners are unlikely to count).

If you decide to move your flight to a later date or accept a refund for your cancelled flight, then the airline no longer needs to provide your with assistance.

Read more: Is it better to use an overdraft or credit card?

What if my flight is delayed by more than five hours?

If your flight has been delayed by more than five hours, regardless of the distance of the flight, you are not under any obligation to take that flight.

Instead, the airline must offer you:

• A full refund for the flight and any other flights, such as a return or onward journey, made under the same booking within seven days of the date of the scheduled flight
• AND a flight back to the airport you originally departed from, if you are part-way through your journey

You should get the refund within seven days of the date of the flight.

Inform the airline as soon as possible if you no longer want to take the flight and instead accept a refund.

If you decide to wait further, then delay compensation kicks in and you can claim up to £520 in compensation if the delay is the airline’s fault.

How do I make a claim for compensation for a delayed flight?

Claims for compensation need to be made directly to the airline that you were flying with.

For example, if you booked a flight with British Airways to New York but you actually flew there with its codeshare partner American Airlines, it is American Airlines that you submit your claim.

The airline should have all the information you need to make a claim on their website, although you can usually submit one by post.

When making a claim, you will need:

• Proof that you travelled on the flight, such as your boarding pass
• The reason for the delay
• Your scheduled and actual rival times
• Any receipts for reasonable costs incurred due to the delay

Read more: Card versus cash: The safest way to pay for goods

Will an EHIC cover me for medical costs?

A European Health Insurance Card (EHIC) entitles you to the same state-provided healthcare at the same cost as a national of that country.

• All the countries in the EU
• Liechtenstein
• Switzerland

You can use the card up until the expiry date on it. After that, or if you don’t have an EHIC, you can apply for a new Global Health Insurance Card (GHIC) which replaces the EHIC for most UK citizens.

Remember: The European Health Insurance Card (EHIC) gives UK citizens access to healthcare at the same price as those of the European country where you are travelling. Its replacement, the Global Health Insurance Card, are not substitutes for travel insurance cover.

Unlike the EHIC, the new GHIC only covers UK travellers in the EU27 – and does not include Iceland, Liechtenstein and Switzerland. So having travel cover in place will be even more important.

Don’t forget your travel insurance :

• Your medical treatment should also be covered up to a certain limit by your travel insurance
• You may have to pay an excess
• The cost of treatment depends on where you are in the world
• Transportation for treatment in another country should also be covered
• Repatriation costs are usually included in travel insurance policies if you die abroad

Read more : ‘I have an EHIC card, do I still need travel insurance?’

What happens if the firm I have a flight booked with goes bust?

Should your airline go bust and you booked your flight directly with that company, you will need to make a return flight with another airline.

If no other airline flies the route that you need or there is a significant delay, then you may need to sort out and pay for accommodation and extra travel yourself.

Some airlines will offer reduced ‘repatriation fares’ if you are stranded within a few hours of an airline going bust. It usually lasts for up to a fortnight.

You may be covered if you have travel insurance, but not every policy covers airline failure. Check whether scheduled airline failure insurance (SAFI) is included in your policy or if it is offered as an add-on when you come to buy your cover. This will protect you should the airline go bust.

If you booked your flight with a travel agent, contact them directly for support.

If you have booked a package holiday, make sure that the travel operator has Atol protection. This means that if they go bust, you will either get your money back or, if you have already begun your holiday, you will be able to complete your trip at no extra cost.

Read more: Nine things you need to know before booking your next holiday

Top tips for travellers…

Sadly even with the most meticulous planning, things can go wrong. So let’s look at mitigating some of those issues.

If you are planning a holiday, here are the things you need to do:

• Each country has its own entry requirements and restrictions in place, so check these online
• If you are booking a package holiday, check that the travel operator is Atol protected
• Check with your travel insurance provider what exactly you are and are not covered for
• Check the cancellation policies of your flight and accommodation providers
• Pay with your credit card for the added protection that it offers under Section 75 of the Consumer Credit Act
• Check your travel provider’s cancellation policy
• Make sure you buy travel insurance when booking your holiday
• Know your travel rights
• Think about a package holiday, which should offer you more protection

Read more: 10 tips for travelling on a budget

Important information

Some of the products promoted are from our affiliate partners from whom we receive compensation. While we aim to feature some of the best products available, we cannot review every product on the market.

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Air passenger compensation: What are your rights when a flight goes wrong?

Rules for cancellations, overbooking and long delays are tangled. this guide is here to help, article bookmarked.

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Your flight is cancelled, overbooked or delayed: what, if anything, does the airline owe you?

The rules are tangled and depend on where your flight begins and the airline involved. Sometimes you may be entitled to a hotel room, all meals and hundreds of pounds in cash; in other circumstances you may just have to put a dismal aviation episode down to expensive experience, and see if your travel insurer can help.

To complicate matters further, some airlines do not have a great record about telling passengers about their rights or delivering the stipulated care and cash.

For flights from the UK and EU airports (as well as those in the wider EEA), European air passengers’ rights rules prevail. These were introduced in 2006 and are known as EC261. They were devised to require airlines to do the right thing for their passengers. They specify the care and compensation you can expect when you are denied boarding despite showing up on time, or when your plane is delayed or cancelled.

But from locations outside Europe, the obligations are more complex – with passengers on flights operated by EU airlines treated differently depending on their final destination.

This guide should make you aware of your entitlements, even if the airline fails to do so.

My flight from a UK or EU airport is cancelled. What am I due?

Whatever the cause of a cancellation, and regardless of the amount of notice that is given, you can insist upon replacement transport: the airline must get you to your destination as soon as possible if that is what you want. The UK Civil Aviation Authority says that means if a flight is available on the original day of travel, the passenger must be booked on it – even if it is on a rival carrier.

The passenger is entitled to “re-routing, under comparable transport conditions, to their final destination at the earliest opportunity”.

The term “re-routing” is unhelpful, since it implies finding a different route to the destination. On a link such as Manchester-Dublin or Barcelona-Gatwick, with around a dozen flights a day on multiple airlines, there may be no need to change the route.

If you are flown to a different arrival airport, the airline must also meet reasonable onward travel costs. If you are flown to Luton rather than Gatwick, you could claim the £38 train fare but not a £150 taxi (unless you are in a party of four).

On occasion a train (eg Eurostar from Amsterdam, Brussels or Paris to London) or even a rental car may be more appropriate.

You have two further options. The first is an alternative flight at a time to suit you in the future – though the cancelling airline can reasonably require you to travel on one of its services. The other is a full refund, including any return segment if it is on the same ticket.

The airline says it can’t deliver an alternative flight today

If the cancelling carrier does not carry out its duty, obliging you to make your own arrangements, then you can expect reasonable costs to be refunded.

That means booking the cheapest alternative ticket possible, staying in a budget hotel if there is one, etc. You must keep all your receipts, of course. If the alternative travel is expensive (eg only business class is available) you will need to be able to show evidence of that, perhaps with screenshots,

Do I get cash compensation?

You are due hundreds of pounds in compensation if the airline:

• gives you less than 14 days’ notice of the cancellation and cannot find an alternative way to get you to your destination close to the original departure and arrival times, and
• is responsible for the cancellation – ie it cannot plead “extraordinary circumstances” as causing the grounding of the flight.

The payment varies according to the length of the trip. There is also a slight variation depending on whether the flight starts in the UK or the EU. (After Brexit the UK retained largely identical legislation but with amounts in sterling, not euros).

• Under 1,500km, for example London to Nice: £220 or €250
• 1,500-3,500km, such as Manchester-Malaga: £350 or €400
• Above 3,500km, e g Birmingham-Dubai: £520 or €600

If the airline can get you to your destination within two/three/four hours respectively of the expected time, the compensation is halved.

Define “extraordinary circumstances”?

The rules provide only a partial answer: “political instability, meteorological conditions incompatible with the operation of the flight concerned, security risks, unexpected flight safety shortcomings and strikes”.

Court cases have gradually refined the concept of “extraordinary circumstances” to exclude technical problems, with a judge saying mechanical failure is “inherent in the normal exercise of the activity of the air carrier”.

Official strikes by the airline’s own staff are regarded as within the carrier’s control, but oddly “wildcat” walkouts not sanctioned by a trade union are not.

Crew sickness is a grey area, with no legal certainty.

How do I claim?

Each airline should enable you to fill out an online form, but these are sometimes difficult to track down. The pages for three leading airlines are here:

• British Airways

The payment must be made by cheque or bank transfer, except if the airline obtains the prior signed agreement of the passenger to pay with vouchers for future travel.

For example, an airline might offer a 30 per cent uplift if you accept vouchers that are valid for a year – so a choice between £350 in cash or £455-worth of flights.

What if I have a justifiable claim but it is turned down?

You can go to a claims handler such as AirHelp, but be warned that the company will keep between 35 and 50 per cent of any payout (the higher amount if court action is involved).

Another course of action is alternative dispute resolution, but The Independent has serious reservations about some of the decisions of these arbiters.

Writing a Letter Before Action – warning that you will go to Money Claim Online if you do not get a positive response within two weeks – is worth trying, so long as you follow through. For a £350 claim the fee is £50, which is refunded if you win.

Since Brexit UK citizens no longer have access to the European Small Claims Procedure, so if you are chasing compensation on a flight originating in the EU it might be easiest to go through a claims handler.

My flight from an airport outside the UK or EU has been cancelled. What am I entitled to?

Your rights – or lack of them – are more complicated.

On a non-UK or EU airline, you have no rights. Some travel insurance policies will help meet expenses that cannot be claimed back elsewhere.

On a UK airline, the same rules apply as they would were you flying from a British airport. The UK government says it also applies on an EU airline such as Air France, Iberia, KLM or Lufthansa via their hubs to British airports. But to other non-EU destinations, there is no compensation.

If a KLM flight from Buenos Aires to Amsterdam is cancelled, anyone whose final destination is within the European Union has a right to care and potential compensation – but people booked to transfer in the Dutch capital to Morocco or Turkey have no rights.

My flight from a UK/EU airport is heavily delayed. What are my entitlements?

Regardless of the cause, passengers are entitled to meals and, if necessary, accommodation until the flight departs.

The trigger point for care depends on the length of the journey.

• Short flights (up to 1,500km): two hours
• Mid-haul journeys (1,500 to 3,500km): three hours
• Longer trips, four hours

Unless the airline can claim “extraordinary circumstances” you are also due compensation if the flight arrives and the first door on the plane is opened three hours or more behind schedule. Once again, the payment depends on distance:

• Under 1,500km: £220 or €250
• 1,500-3,500km: £350 or €400
• Over 3,500km: £520 or €600, though these amounts are halved for delays of between three and four hours.

My flight from outside Europe to the UK is heavily delayed. What are my entitlements?

If you are booked on a UK or EU airline you have full rights as above. On any other airline, you have none.

My flight is overbooked. Is the practice legal?

Yes. Many airlines sell more tickets than there are seats available on the plane, knowing there are often a number of “no-shows”. There are good reasons why they are permitted to do this.

With a no-show rate of around 5 per cent on a typical flight, overbooking allows the airline to make more money and, they say, keep fares down. Planes fly fuller, which is good for the environment, and passengers who need to travel urgently are able to do so even if a particular departure is theoretically sold out.

Sometimes airlines’ predictions are wrong, and more people show up than there are seats available. The airline is entitled to select anyone it wants to be denied boarding. But for flights from UK or EU airports the airline must offer inducements such as money or travel vouchers to passengers to travel later – possibly on a different airline.

If there are insufficient volunteers, the airline that offloads a passenger must find a seat on the first available departure – with the same rules as for a cancellation. If the only ticket on the same day is in business class on another carrier, the offloading airline has to pay for it.

The airline must immediately compensate the offloaded passengers to the same amounts as due for a cancellation.

Some countries, in particular the US, have more generous payouts: on international flights from America the Department of Transportation stipulates four times the one-way fare to a maximum of $1,550 (£1,216) for passengers who are involuntarily offloaded and arrived over four hours behind schedule. But this does not apply if the cause is an aircraft change (eg downsizing from a Boeing 777 to a 787).

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• Regulation UK261
• UK261 vs EU/EC261
• Countries Where UK261 Works
• Flight Delay
• Flight Cancellation
• Denied Boarding

UK Flight Delay Compensation

• by Air Passenger Rights Experts
• August 19, 2021 March 29, 2024
• UK flight compensation

UK flight delay compensation.

Are you eligible to it? How much can you claim? What are the rules?

The United Kingdom left the European Union at the end of January 2020. Many travellers feared that it will make them less protected in case of delays and cancellations. But the truth is, nothing much has changed. If before you were protected by the EU law, now you are protected by UK law. In many situations you can still claim compensation for flight delay.

It applies to flights with UK, EU and also other airlines.

1. UK Flight Delay Compensation

In the EU you are protected by EU Regulation 261/2004.

Before Brexit the same was true also with the UK flights. Now the UK Government has written Regulation 261 into UK law, and on this site we will refer to it as Regulation UK261 . There has been little change, and the rules are still very simple.

Delay must be at least 3 hours long, and it must be the airline’s fault.

For example, technical problems are airline’s fault.

If you’re flying to or from the United Kingdom,  your flight is delayed for more than 3 hours, and it’s the airline’s fault — you may be entitled to compensation up to GBP 520.

• If it’s a UK airline , it applies to all flights to and from the UK and EU.
• If it’s a EU airline , it applies only to flights to and from the UK. On the rest of the flights you’re protected by the EU regulation EC261/2004.
• If it’s a non-UK, non-EU airline , it applies to all flights departing from the UK. If your flight departs from the EU, you’re protected by the EU regulation EC261/2004. In the rest of the situations you aren’t protected by neither of the laws. 

As long as the following conditions are met:

• Your flight is delayed for three hours or more;
• Flight is delayed due to the fault of the airline.

You don’t have to be a citizen of the UK  to be entitled to UK flight delay compensation. Because these rules apply also to tourists travelling in the UK.

By Europe and EU here on this website, we mean all EU Member States, the United Kingdom (UK), Guadeloupe, French Guiana, Martinique, Reunion, Mayotte, Saint Martin (French Antilles), the Azores, Madeira, the Canary Islands, Iceland, Norway, and Switzerland.

1.1 Scenarios When You Can Get Flight Delay Compensation (UK Law / EU Law)

Here are all the possible scenarios.

In some cases you can refer to any of the two laws when making a compensation claim against the airline, in others — only to one. Take into account that if it’s a connecting flight , your final destination is your “real destination”.

You’re flying with a UK airline :

You’re flying with a EU airline :

You’re flying with other airlines (non-EU, non-UK):

1.2 Extraordinary Circumstances

In certain cases, however, you won’t be entitled to compensation. 

For example, if your flight is delayed due to extreme weather conditions, security risk or planned airport staff strike, then you can’t get UK flight delay compensation. These situations are considered something out of the airline’s control , and are exempt from the compensation law.

However, if your flight is delayed or cancelled because of that, the airline should still handle this. And while you are not entitled to compensation, you may have a right to care .

Learn more on this below. 

1.3 How to Calculate the Delay Time?

How to find out if your delay was 3+ hours long?

What matters is the  time of arrival to your final destination.

Not the time of departure, not how many hours later did your plane depart. But the actual time of arrival to your destination, and more exactly, the time when the doors of the airplane are opened. This is your real time of arrival. If it’s 3 or more hours after the original arrival time, then it’s highly likely that you will be entitled to flight compensation. The rules are the same as with EU flight delay compensation.

The same stands true with connecting flights. If you have arrived at your final destination* 3 or more hours later than planned (see original arrival time), you may be entitled to compensation. It doesn’t matter if your connecting flight has departed only 2 hours later than planned. All that matters is the actual time of arrival at your final destination.

* If it’s a connecting flight, your final destination is your real destination. Example — London-Doha-Phuket. Your destination is Phuket.

1.4 Right to Care

If you have to wait at the airport, you have a right to care .

In case of flight delay of three or more hours, you are not only entitled to a compensation but also have the right to receive care from the airline, as long as the waiting time at the airport is at least 3 hours. You are entitled to it even if your flight is delayed or cancelled due to extraordinary circumstances.

According to the Regulation UK261, you can get:

• free meals and drinks in a reasonable relation to the waiting time,
• free hotel accommodation if a stay of one or more nights is necessary,
• two free phone calls, e-mails or faxes.

2. How to Claim Flight Delay Compensation in the UK?

There are two ways to claim UK flight compensation .

One of the options is to contact the airline directly.  Contact the customer support center via their website, and request the airline compensation for delay. Be prepared that it may take months. Be also prepared to negotiations and improper refusal. Make sure you have all the information about your flight, you know what exactly happened and how much later did you arrive to your destination. 

You can also take the easiest path — legal representation.

In this case everything is handled by air passenger rights professionals. Everything related to your flight delay compensation claim is done on your behalf. All you mostly have to do is to fill in a single form — compensation claim form. Our partners offer such services.

When choosing this option, here is all you will have to do:

Go to this page

Fill in a claim form

Upload documents*

Sign online

And that’s it — the rest is handled by professionals.

* Your boarding pass and passport or ID copy.

Read more: Why Seek Legal Representation to Claim UK Flight Compensation?

2.1 How Long Does It Take?

In most cases, the whole process takes at least a couple of months.

It mostly takes more if you do it on your own, and you don’t have any experience with it. It’s 2 to 3 months from the moment you submit delayed flight claim until your UK flight delay compensation arrives in your bank account. Every time there’s a need to take a case to national enforcement body or court, it adds at least a couple of months, sometimes 6+ months to the whole process. 

That’s one of the reasons why so many choose to work with flight compensation companies instead of doing everything themselves — because it may take a lot of time, and also paperwork.

2.2 Why Work With a Flight Compensation Company?

Because it makes things a lot easier.

Here is how:

• It saves your time.  In most situations all you have to do is to submit your information once and wait for the money. One form, and that’s it from you.
• It saves your money.  Let’s assume that at some point you decide to search for legal advice regarding your claim against the airline. In this case you will have to cover all the expanses yourself. How much does it cost? It depends from case to case. But with most flight compensation these fees are fixed, and you only pay in case of success. 
• It’s zero risk for you. Most of flight compensation companies work under ‘no win, no fee’ agreement. If you don’t get compensation, you pay nothing.

3. How Much Can You Claim?

UK flight delay compensation amounts are fixed.

Just like it is with European flight delay compensation, UK compensation amount is based on the distance of your flight and occasionally some other factors. However, it isn’t affected by the price of the plane ticket or airline you are flying with.

So your easyJet flight delay compensation is going to be the same as someone’s British Airways flight delay compensation. Assuming that you’re flying on the same route, your flights are delayed for the same length of time and because of the same reason. All thanks to the Regulation and the UK flight delay compensation rules.

So, how much can you claim?

When your destination is within the UK / EU:

If the distance of your flight is 1,500 km or less

If the distance of your flight is 1,500 km – 3,500 km

When your destination is outside the UK / EU:

If the distance of your flight is greater than 3,500 km

There is one exception. If the distance of your flight is greater than 3,500 kilometres, and you reach your destination with a delay between 3 to 4 hours, you will be receiving £260 not £520 (50% of the compensation). If the delay is longer than 4 hours, you will get full compensation of £520.

Read more: How Much Compensation Can You Claim for Flight Delay in the UK?

3.1 Airline Voucher Refund or Cash?

You might be offered a voucher instead of compensation .

Many accept a voucher, especially if they want to get over with it as quickly as possible. However, you don’t have to accept that. Because in the UK, same like in the EU, airline compensations and refunds have to be paid in cash or by bank transfer. Always. That includes delayed flight compensation.

UK Flight Delay Compensation: FAQ

Yes, you can. 

Price of the plane ticket doesn’t matter.

This regulation applies to all flight delays.

Just refer to Regulation UK261 / Regulation EC 261/2004. According to both laws, you don’t have to have an insurance in order to claim for flight delay compensation.

Yes, the UK law protects all travellers, even the smallest ones.

Even if you didn’t purchase a seat for your kid, for infants it isn’t necessary in some situations, you may still get full compensation. People of any age can get compensation if they are eligible to it (as long as all conditions are met; see the conditions above).

Yes, and even if you weren’t on that particular flight yourself. 

You can file a compensation for your relative or friend, as long as this person gives you his or her boarding pass and passport copy. The only thing the person in question will have to do is to sign any documents the airline may ask to sign. When working with flight compensation companies it’s usually only one document, and the signing is done online.

It varies from country to country.

In most cases it’s at least 2 years, and in the UK it’s up to 6 years ( time limit for flight delay compensation). So, even if it’s an old flight, you may still get compensation for that flight years later. For more information on old flights and flight compensation see the above linked article.

Your compensation claim is refused .

Which means you are either not entitled to a compensation, or they are hiding something. Find out what is the real reason behind your flight disruption. You can ask for a proof. If the airline isn’t cooperating, the easiest next step would be handing over the case to flight compensation company, to do their own investigation. Alternatively, in the UK you can send your complaint to UK Civil Aviation Authority. 

The last option — taking the case to court.

UK – Third Country Flights, Tourists

Yes, you can.

As long as you are flying with a EU or UK airline.

The rules are the same for all flights departing from the UK. It includes flights with UK, EU and also other airlines. The law you should be referring to when making a claim is UK261.

Yes, the UK law protects all travellers.

Rules are the same for everyone.

Other Situations

Yes, you may still receive flight compensation.

Because that’s your airline’s responsibility — to take care of you . In the UK you have a right to care no matter the circumstances. And if you’re eligible to compensation, it doesn’t affect your chances of receiving it. You should not forget to file a claim, though.

If you arrived 3 hours later than planned, then, yes. 

In many situations you may still get compensated. Depending on the distance of your flight, you may receive up to GBP 520 per passenger.

Do you still have questions about UK flight delay compensation? Ask in the comments.

Featured photo by  Pixabay  from  Pexels

15 thoughts on “UK Flight Delay Compensation”

My BA return flight from CPH to LHR was canceled 2 days before the outbound flight or 5 days prior to the return flight. They gave me an option to rebook under ‘Manage your Flight’. I was pretty sure that I booked a flight for earlier on the same day as my original return. However, BA claimed that I booked it for the following day. Am I entitled to compensation because I arrived back in the UK 24 later than my original flight? BA also lost my back and it has been three days now.

If there was also an earlier option, which would have allowed for you to arrive with a delay of up to ~3 hours, and you have chosen (on purpose or by accident) a later option – that’s considered your fault, and most likely you won’t be entitled to compensation.

I bought flights Aberdeen-Amsterdam-Dubai, return, with KLM. On the return journey, my flight from Dubai was delayed 4h 35m. Then in Schiphol, the final leg was delayed 13h 45m. Can I claim for the long-haul delay, plus the short-haul delay, or are the two separate flight delays superseded by the “final destination” criterion – i.e. only the delayed flight arrival time in Aberdeen (as opposed to the original flight arrival time in Aberdeen) is relevant?

The only thing you should be looking at is your final destination, and how much later you arrived there. Because it was a connecting flight. In this case your final destination is Aberdeen, and if you arrived at least 3 hours late there, then you have a right to compensation.

Hi, hope you can help. Flew with jet2 in June this year to Turkey. 12 hr delay at Birmingham airport then flight cancelled due to medical emergency while taxiing on the runway on the plane. No more hours left on pilot flying time. Can i still make a claim for the delay or can i fight this and claim for cancelled flight and delay? jet2 refusing to compensate due to medical issue with passenger and other passengers poor behaviour. I personally did not witness the bad behaviour and have written to Jet2 for full explanation on this. On return flight. Cancelled again while at Dalaman airport and put in overnight accommodation. Then 13hr delay at Dalaman airport. Some passengers have been compensated. Not had a reply from Jet2 on about this flight.

Hi Leroy, in short – no the first flight, and yes for the second flight.

If it really was a medical emergency, it’s no airline’s fault.

As for the second flight, if you get nowhere, you can hand the case to our partners, and they’ll proceed on your behalf – https://refundor.com/ .

Help! What are my rights?

I purchased my flights through Lufthansa. 

It is a return flight that I purchased.

I was booked to fly on the 19th Sept. I called Lufthansa and rebooked for the 14th to allow more time for me to return to the UK and recover from Jetlag before I start my new job.

They took payment over the phone and told me I had a new ticket for the 14th. Then today I log into my account to check new flight times and details and my original flight from the UK is now ‘ONE WAY’ and NO return flight is in sight.

Lufthansa cancelled my return booking because of their own clerical error and NEVER TOLD ME!

The PROBLEM:

Lufthansa, have made a clerical error on my return flight booking and CANCELLED the return flight booking for both the 14th Sept date and the original 19th Sept. The flights all still exist but not my reservation or ticket on the flights. So I can’t claim ‘cancellation’ compensation.   Lufthansa says they cannot get me on an equivalent flight (only offering flights in excess of 40 hours with long layovers and not offering compensation for hotel stays etc. Why? While they cancelled my booking and never informed me, they busily sold out of my original 26hour 25minute booked flight.

They won’t refund my ticket and they can’t even get me back on the original flight booked for the 19th of September. 

I need to be home in the UK for work.

What are my options? Can I claim the cost of a new flight with my insurance?

Do Lufthansa have to fly me back on a similar flight to the one I purchased, within a window of acceptable dates?

I am flexible if Lufthansa can fly me on the equivalent of my originally booked flight as long as it is on or before the 19th of September. 

Hi Kay, it’s a tough situation. From our experience of working with Lufthansa, in this case you have much better chances at getting anything by contacting your travel insurance company than by dealing with Lufthansa directly.

my flight had to divert to a different country due to engine fault the plane could not fly so was put on another flight without bags and was 10 hours late arriving at final destination

If it was due to airline’s fault, then you can get compensation.

Our flight from a West African country to the UK was delayed by more than 16 hours due to an ordinary technical fault. We were four in our party.

The airline refused to pay compensation so we made a complaint to the CAA. After that, the airline agreed to pay. However, they only paid compensation for one person as the other three were children.

We made another complaint to the CAA. CAA informed us the airline clearly agreed (and should) pay compensation for all four people. We sent three registered letters to the airline, including one to the chief executive, but the airline has not paid and has not responded.

What is the next step we can take? Would the Small Claims Court work or is there any other alternative?

I had an overnight delay with Ryanair, 9pm flight, we boarded the plane and were then sent back to the airport due to a technical error with the plane. They placed us into a hotel and rescheduled the flight for 1pm the following day.

We boarded at 1pm the following day and the plane was again unable to take off, due to the same technical error. We were again sent back to the airport.

Eventually they announced that a rescue plane would be sent and this arrived at 23:40 that evening.

Ryanair have paid £350 compensation for the first flight that went over a 3 hour delay but am I due compensation for the second flight too, as it also went over a 3 hour delay? They say not. Even though they announced the flight was cancelled, they have kept the same flight number, presumably to try and avoid a second lot of compensation being due?

We flew with Delta from Edinburgh to Orlando, connecting through New York. The 10:50am flight to New York was cancelled at 3:30am and they rebooked us on another flight for 1:40pm but without the pre-booked seats we had originally. 2 adults and 2 children now not sitting together. So that’s a 3 hour delay. This made us late for the 6pm connecting flight in New York and when we finally got onto the plane, we were last and they had overbooked the flight. There were only 3 seats remaining so we had to get off. They sent all our luggage, including carry on bags which they took off us at the gate, to Orlando. They then put us up in an hotel overnight without any luggage and a new flight to Orlando at 7am. So that was a 13 hour delay. Delta have offered us $150 each in vouchers. I rejected it and now they’ve gone quiet. Can I claim anything?

Freebird Airlines (3rd party airline with TUI holiday to Antalya, Turkey) made the decision to swop the plane causing a 22 hour delay to our arrival.

Plane A – Leeds to Antalya (arrived from Antalya) Plane B – Leeds to Dalaman (arrived from Dalaman)

Sent to board Plane A to Antalya, passed passport check & boarding cards then called back to terminal. Passengers due to fly to Dalaman on Plane B were then boarded onto the Plane A. Our suitcases were removed from Plane A.

After 4 hour delay with no update, advised flight was cancelled due to technical error. Then said it was a potential bird strike, this happened on Plane B which was not our original flight ! We were left to stay overnight & watch our suitcases be removed from a flight that had no issues & be left with a delay. Can we claim?

Hi, I think I’m bring unfairly denied compebsation. Last month my flight from basel to london was delayed overnight (9pm to 1pm the next day). Not wanting to wait until then I rebooked myself onto a 7am flight (also with easyjet). They’ve reimbursed my overnight costs and the original flight, but I’m trying to get delay compensation too as ultimately I arrived in the UK 10 hours later than scheduled. They’re claiming I’m not eligible as I didn’t travel on the the rearranged 1pm flight. Are they right? Thanks, Chris

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Delayed and cancelled flights compensation and how to claim explained by travel expert

There is statutory compensation in place for flights that are delayed or cancelled, if they meet certain criteria

• 06:00, 30 MAR 2024

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Many Brits are spending Easter abroad this year, with a recent report finding that three out of five adults (62%) now intend to take their main holiday outside peak season. However, as new figures released by the CAA reveal that more than a third of flights (36%) departing from the UK in 2023 were delayed by more than 15 minutes, travellers should be aware of their rights in the event their flights are cancelled or delayed.

Airports around the UK saw fewer flights leaving on time than pre-pandemic levels, where three-quarters of flights (75%) departed and arrived punctually in 2019. But what are your rights if your flight is affected by delays or cancellations?

Matthew Hall, managing director of the airport transfers app hoppa , shares what you are entitled to and how to claim your compensation from the airline.

What are my rights for compensation if my flight is delayed or cancelled?

Delays and cancellations can be an aggravating part of any holiday, but the rights for compensation will usually depend on whether the issue is the fault of airline, such as mechanical issues and staff shortages. Since leaving the EU , UK flights are still covered by a similar law that protects passengers’ rights when faced with travel delays (EC261 is now UK261).

This applies if you are departing from a UK airport, arriving at a UK airport on an EU or UK airline, leaving an EAA airport, or arriving in the EU on a UK airline. If your flight is a non-UK flight that is part of a connection to a UK flight, then you can still claim if you are delayed for more than three hours, you booked the flights as a single booking and the delay is the airline's fault.

How much compensation am I entitled to for my cancellation?

Cancellations with less than 14 days' notice by law entitle you to compensation , depending on the length of the flight route:

· Short-haul flights (less than 1,500km, i.e. Manchester to Dublin) - £220 if arriving at final destination more than two hours after originally planned, reduced to £110 if arriving within two hours of schedule and announced with more than seven days' notice.

· Medium-haul flights (1,500km to 3,500km i.e. Leeds to Tenerife South) - £350 if arriving at final destination more than three hours after originally planned, reduced to £175 if arriving within three hours of schedule and announced with more than seven days’ notice.

· Long-haul flights (more than 3,500km, i.e. London Heathrow to New York JFK) - £520 if arriving at final destination more than four hours after originally planned, reduced to £260 if arriving within four hours of schedule.

You are also entitled to either a full refund, including any return legs or the right to an alternative flight to your destination – either way, the airline must provide this for you. If you are at the airport when your flight is announced as cancelled, you should make your way to customer services or the nearest helpdesk.

What am I entitled to for my delay?

If your flight results in a delay of longer than three hours from the original departure time, this will mean your flight is covered under the same UK law as if your flight was cancelled and will be entitled to the same amount of compensation as a cancellation, depending on the length of the flight route. Your airline must legally provide you with food and drink (usually in the form of vouchers), access to communication and if your flight is delayed overnight then you are entitled to free accommodation, including free transport links to the hotel and back to the airport, if your delay is deemed long enough:

· Short-haul (less than 1,500km) - two hours

· Medium-haul (1,500km to 3,500km) - three hours

· Long-haul (more than 3,500km) - four hours

Your airline provider should normally contact you regarding any potential arrangements during your extended delay, whether that’s directly from the boarding gate, or relayed on email. If you fail to hear from them, you should make your way to the boarding gate and speak to the airline staff.

How do I make a compensation claim for my affected flight?

You should file any claims directly with the airline provider, which will have a section on its website with a claims form and any instructions you need to complete it. If you feel as though your claim isn’t getting anywhere, or is even denied wrongfully, then you should check whether your provider is a member of the Alternative Dispute Resolution (ADR) on the Civil Aviation Authorities’ website - if they are, then you can make a complaint directly to them. Ryanair, easyjet and Wizz Air are all members of the scheme.

When would I not be entitled to compensation?

Airlines don't always have to provide a refund on flights, particularly those affected by factors outside their control. Extreme weather , ground staff strikes and, as seen last summer, air traffic control problems, all make up factors outside of their control and you would not be eligible for compensation in these circumstances.

If your new flight (after cancellation) departs less than an hour before the original flight time and arrives within than two hours of the scheduled time you are also not entitled to any compensation. You may be able to claim reasonable expenses back from the airline if seriously affected, such as food, drink and accommodation while waiting for a new flight – but as each airline has different perceptions of extraordinary circumstances, it is best to check directly with them as it is not always a given.

Matthew Hall added: “Delays and cancellations are never an easy process, while adding to the stresses that come along with airport travel. However, it helps to be prepared in the unfortunate event that your flight gets delayed so you can take the appropriate action.

“Although the rules can seem rather long-winded and confusing, passengers should be aware of their rights to claim compensation, expenses and refunds in different circumstances for their affected flights."

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Ryanair compensation: How to get money back for delayed & cancelled flights

• Jane Cook , Senior SEO Editor
• Published : 16:07, 29 Mar 2024
• Updated : 16:08, 29 Mar 2024

NOTHING can ruin a holiday as much as a delayed or cancelled flight.

Here we explain Ryanair 's compensation rules and how to claim a refund.

Can you get compensation from Ryanair?

It is possible to get compensation for a cancelled or delayed Ryanair flight but this is subject to a strict set of conditions.

If you think you might be eligible for a payment it is worth reading up on Ryanair's eligibility criteria before you start the process.

According to Ryanair: "Most refund applications are unsuccessful due to situations that are outside of Ryanair’s control meaning we are not obliged to pay you a refund".

How can I get compensation for a delayed Ryanair flight?

Unfortunately only flights that arrive over three hours late to their destination are eligible for compensation.

Read more on Ryanair

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This eligibility depends on whether you fall under UK passenger rights regulations.

You must depart from a UK airport, or arrive to the UK on a EU or UK airline, or arrive to a EU airport with a UK airline.

If this applies, compensation work as follows:

• £220 for all flights of 1,500km or less
• £350 for intra-EU/UK flights over 1,500km or other flights that range between 1,500km and 3,500km
• £520 for all other flights

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The passenger rights claims form can be found on Ryanair's website.

In the worst case scenario that your flight is delayed by at least five hours you can decide cancel that booking.

This entitles you to a full reimbursement with a return flight to where you departed from at the earliest opportunity.

If this is the case then you need to apply for a refund on Ryanair's online refund application form.

How can I get compensation for a cancelled flight?

Like delay compensation, flight cancellation refunds are also a tricky business.

Your flight must be cancelled less than 14 days before the scheduled departure time to be valid for a refund.

For passengers where this applies, you can change your flight times and dates for free or ask to be re-routed to your final destination.

Re-routing is subject to availability so you might not always be able to depart at the time you intended.

If you don't want to fly with Ryanair after your booking was cancelled, you can apply for a full refund .

This also should include parts of the journey not made or parts of the journey already made if the purpose of your journey has been lost.

You can apply for a refund through Ryanair's site.

How long does Ryanair take to issue compensation?

The window of time it takes for Ryanair to establish the reason for a flight cancellation or delay is 24-96 hours.

Many don't know that if you've booked directly through Ryanair you will get your refund added to their Ryanair wallet rather than your original payment method.

Withdrawing money from a Ryanair wallet to the original payment method can take up to five days.

Those who book a flight through a online travel agent have it much worse as it will take longer to get the refund processed.

To start the application, you will have to complete a customer verification form on the Ryanair website.

Reasons why Ryanair may not give a refund

Sometimes cancelled flights and delays are due to reasons beyond Ryanair's control.

If this is the case, they are not entitled to give you a refund.

Such exceptional circumstances include:

• Adverse weather conditions
• Airport and runway closures
• Strike action
• Air traffic control issues
• Bird strikes
• Any foreign object debris
• Security and medical emergencies
• Any external handling difficulties

Another reason you may not get your money back is if the flight arrives at it's final destination with less than a three hour delay.

That being said Ryanair does fall under certain passenger right regulations and care entitlements.

What else can Ryanair offer if your flight is cancelled or delayed?

Traveller's whose flight has been delayed for more than two hours (flight up to 1,500km) or three hours or more (intra-EU flights over 1,500km or for flights between 1,500km or 3,500km) or cancelled can be offered free services.

This is if you fall under UK passenger rights regulations.

These compliments may be:

• Meal and refreshment vouchers depending on the waiting time and whether it would further delay a departure
• Two forms of communication such as calls, fax or emails
• A hotel if the delay or cancellation leaves your stranded overnight or if you need to stay somewhere longer than intended
• Any transport between an airport and accommodation if the delay or cancellation extends to the next day

If Ryanair cannot arrange this care then you can send them reasonable receipt of expenses and they might reimburse you - this applies to things such as hotels, transport and food.

Passengers who wish to change their flight to a new time or date can do so for free - this is only if it is applicable to the situation.

In 2024, Ryanair was forced to cancel European flight s in addition to raising ticket prices.

Here we break down how you can cancel a Ryanair flight .

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Make airlines pay for cancelled flights and lost luggage, Coalition argues in 'Pay on Delay' bill

The Coalition has argued for domestic travellers to be compensated when airlines delay or cancel flights, or when their luggage is lost or damaged in transit, as their 'Pay on Delay' bill is debated in the Senate.

The legislation introduced by Coalition senators Bridget McKenzie and Dean Smith would create new protections for passengers by obliging airlines to provide refunds or compensation where an airline chooses to cancel or delay flights, where a passenger is denied boarding for a purchased flight, or where luggage is lost or damaged.

Airlines would also be required to ensure passengers "complete their itinerary" where the delay is outside of their control, such as in weather and security events.

Additionally, the code of conduct would also create some minimum standards of treatment for passengers, including requirements that children under 14 be seated near to their parent or guardian.

The aviation industry has been under intense scrutiny since returning to the skies after the COVID pandemic, as rising ticket prices, widespread delays and cancellations, and accusations tickets for already-cancelled flights were knowingly sold to customers.

Almost a third of flights were cancelled or delayed over the January holiday period this year, with airlines little improved after the industry was knocked down by the pandemic.

Between the two major airline groups Qantas and Virgin, who dominate almost the entire domestic aviation industry, there were 1,305 flights cancelled in January alone.

Shadow Transport Minister Bridget McKenzie told the Senate compensation schemes existed in the European Union, the United Kingdom and Canada, but in Australia passengers were "left stranded".

"This issue transcends mere inconvenience. It's a matter of fairness, transparency and respect for Australian consumers," Senator McKenzie said.

"Passengers travel under consumer protections when travelling internationally. Why shouldn't domestic passengers be operating under a similar framework?"

Senator McKenzie said if the government refused the opposition's bill it would be maintaining a "protection racket" for the airline duopoly.

Labor senator and former Transport Workers Union secretary Tony Sheldon said Senator McKenzie and the Coalition had the opportunity to address the issue when it was in government.

"We never heard a peep out of Senator McKenzie and her colleagues in the Liberals and Nationals in the nine years they were in government," Senator Sheldon told the chamber.

"All the times and ways Qantas ripped off their customers, all their staff during those nine years, there was no interest.

"It's clear this bill is nothing more than a political stunt."

 Qantas last year rejected suggestions it should pay compensation for delayed and cancelled flights, saying doing so would force them to increase air fares.

The airline said increased confusion and complaints would make travel more difficult and do nothing to reduce delays.

Qantas last month posted an $873 million half-year net profit , a 13 per cent fall that it largely attributed to air fares falling from their post-pandemic peak.

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You Might Be Entitled to Compensation If Your Bag Is Delayed — What to Know

Here's what to do if your checked luggage is delayed.

There's a reason many seasoned travelers are wary of checking a bag for a flight — there's no guarantee it will show up at your destination on time, or even at all. In 2022, U.S. airlines mishandled approximately three million bags, according to the Bureau of Transportation Statistics . Granted, that's out of 470 million checked bags, which means most are handled properly. But that's no consolation if your bag is one of the delayed ones, and you're stuck on a trip without all your belongings.

What might console you, however, is the knowledge that you're likely entitled to compensation for extensive baggage delays . "The average compensation from an airline for checked luggage that is either lost or damaged is $1,525 to $3,500, under U.S. and Montreal Convention air passenger rights laws," says Tomasz Pawliszyn, CEO at air passenger rights organization AirHelp .

If your bag is delayed (but not permanently lost), here's what you need to know.

Tomasz Pawliszyn

• Tomasz Pawliszyn is the CEO at air passenger rights organization AirHelp.

What to Do If Your Baggage Is Delayed

If you're standing at baggage claim and your luggage doesn't appear on the conveyor, the first step you need to take is to report your missing bag to the airline. This must be done at your final destination, not during a layover. Most airlines have a desk in the baggage claim area where you can file a Property Irregularity Report (PIR), which contains both personal information and the details of your missing bag, including its brand and color. You'll also be able to provide the airline with the address at which you're staying, so they can deliver it right to your door once found (for free). If there's no airline desk at baggage claim, contact your airline while you're still at the airport to report the missing bag.

Related: Why You Should Always Take a Photo of Your Luggage Before Checking It

Passenger Rights for Delayed Baggage

If your checked bag is delayed, an airline must compensate you for any reasonable expenses incurred due to the holdup. For instance, if you checked all your toiletries and need to buy new ones while your bag is missing, an airline should reimburse you for those items. Keep in mind this compensation will only be issued after you file a claim, so you will have to pay out of pocket for any essentials while your luggage is delayed.

These rights are protected by law both domestically and internationally. Domestically, the U.S. Department of Transportation (DOT) requires airlines "to compensate passengers for reasonable, verifiable, and actual incidental expenses that they may incur while their bags are delayed — subject to the maximum liability limits," which is $3,800. Furthermore, "airlines are not allowed to set an arbitrary daily amount for interim expenses."

If you're flying internationally, you're likely protected by an international treaty called the Montreal Convention, where the maximum baggage liability is approximately $1,700. "Airlines are free to pay more than the limit, but are not required to do so," per the DOT . The European Union also has its own limitations: up to approximately €1,300 .

How to Determine Compensation for Delayed Baggage

There's only one rule when it comes to the airline-issued compensation for delayed baggage: The expenses must be "reasonable." Toiletries are certainly considered reasonable expenses, though you might not be able to justify high-end products to your airline. Other essential items may include a bathing suit for a beach vacation, a suit for a business meeting, or even gear rentals for a ski trip (assuming you packed your equipment in your checked bag).

But don't consider delayed baggage a chance to go on a shopping spree. While what's considered reasonable isn't specifically defined in the case of delayed baggage compensation, any items for which you're looking to be reimbursed should be easily defendable.

Travel Insurance Coverage for Delayed Baggage Compensation

If you have travel insurance — whether a standalone policy or what your credit card covers for purchases — you may be able to receive additional compensation for your delayed baggage beyond what an airline issues. Most policies will require you to file a claim with your airline first, as it's required to compensate you. Read the details of your specific policy to find out the amount covered for delayed baggage, as well as the process of filing a claim for reimbursement.

How to Submit Delayed Baggage Compensation Claims

Each airline (and insurance company) has its own process for administering delayed baggage compensation, but you must always first file a PIR. "Make sure you hold on to the file reference number provided by the airline," advises Pawliszyn. That will be essential for filing your baggage compensation claim.

Once you've submitted your PIR, you can start shopping for essentials. "All passengers should preserve receipts for essential replacements," Pawliszyn adds. You'll need to submit those to your airline for reimbursement, noting your PIR's file reference number, often within 30 days of your flight. Additional documents you might need include your airline ticket receipt, boarding pass, and baggage claim check (the sticker handed to you when you check your bag).

If an airline does not reimburse you for all of your reasonable expenses incurred due to the baggage delay, you may be able to appeal the decision. Be prepared for reimbursement to take some time, even up to a month. For any items that are not reimbursed by the airline, you can file a claim with your travel insurance, depending on your policy.

Delayed Baggage Policies of Major U.S. Airlines

Alaska airlines.

Baggage issues with Alaska Airlines must be reported in person at the destination airport's baggage service office within 24 hours of arrival. You must also submit receipts for travel essentials like toiletries and clothing in person at the office.

American Airlines

Delayed bags must be reported at the airport's baggage service office within four hours of a domestic arrival or before you leave your destination airport on an international trip. You can submit compensation claims online with the following documents:

• Your PIR file number
• Your ticket receipt and baggage claim check
• Original dated and itemized receipts

Delta Air Lines

Delayed bags must be reported at the airport's baggage service center. If your bag is delayed more than 12 hours, you may be able to receive a rebate for your checked baggage fee in the form of an e-credit. Beyond that, Delta suggests $50 per day of the delay for reasonable expenses, though the airline notes this is just a guideline, not a cap or limit. Receipts can be submitted online for reimbursement.

JetBlue allows you to report a delayed bag online instead of in person at a baggage office — you must do so within four hours of landing. Then, you can submit receipts for essential items online, which the airline will reimburse.

Southwest Airlines

For Southwest , you can file a report for a delayed bag at an airport baggage service office, online, via email, or by phone. Receipts can be submitted online for compensation claims.

United Airlines

With United , delayed baggage must be reported within 24 hours of domestic flights and seven days of international trips, either at a baggage service office or online. You can then submit receipts for essential items online for reimbursement.

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