Turkish Airlines: Missed connection compensation (EU261) — Explained Simply

Flight Delay Compensation Under EU261/2004 and UK261

Passengers facing disruption may have rights to assistance and, in some cases, cash compensation under Regulation (EC) No 261/2004 (EU261) and its UK equivalent (UK261). These rules apply to many flights departing from the EU/EEA/Switzerland and the UK, and to certain inbound flights operated by an EU/UK carrier. Understanding when compensation is available, how much may be owed, and how to claim can help passengers respond promptly and effectively after a delay, cancellation, or denied boarding.

Eligibility: When EU261/UK261 Compensation May Apply

EU261/UK261 compensation is not automatic for every delay. Eligibility depends on the type of disruption, flight distance, the length of the delay at arrival, and whether the airline can show the disruption was caused by extraordinary circumstances.

Flights Covered by EU261

• Departing from the EU/EEA/Switzerland: Any airline.
• Arriving into the EU/EEA/Switzerland: Covered when operated by an EU/EEA/Swiss carrier.

Flights Covered by UK261

• Departing from the UK: Any airline.
• Arriving into the UK: Covered when operated by a UK carrier (and in some situations where UK261 applies under domestic rules).

Delay Thresholds for Compensation

For delays, airline compensation under EU261/UK261 is generally assessed based on the delay at arrival. A common benchmark is a delay of 3 hours or more at the final destination, subject to extraordinary circumstances and other eligibility requirements.

Situations Where Compensation May Not Be Owed

Even with a long delay, compensation may be refused if the airline proves the disruption was caused by extraordinary circumstances that could not have been avoided even if all reasonable measures had been taken. Examples often include certain severe weather events or air traffic control restrictions. Each case is assessed on its facts, and passengers should still consider submitting a claim if unsure.

Compensation Amounts Under EU261/UK261

EU261/UK261 compensation is set by regulation and depends mainly on the flight distance. The amounts below are the standard sums for qualifying cases.

Standard EU261 Compensation Amounts (EUR)

• €250 for flights up to 1,500 km
• €400 for intra-EU flights over 1,500 km and all other flights between 1,500 km and 3,500 km
• €600 for flights over 3,500 km

Standard UK261 Compensation Amounts (GBP)

UK261 mirrors EU261 in structure but uses amounts in pounds sterling. The applicable sums are determined under UK rules and may be paid in GBP (or another agreed currency), typically based on the same distance bands.

Rerouting, Rebooking, and Refund Rights

In addition to compensation (where eligible), passengers may be entitled to choose between:

• Refund of the unused ticket (and, in some cases, a return flight to the first point of departure), or
• Rerouting to the final destination at the earliest opportunity, or
• Rerouting at a later date at the passenger’s convenience, subject to seat availability.

Right to Care: Meals, Accommodation, and Communications

EU261/UK261 also provides a separate right to care and assistance when passengers are forced to wait due to disruption. Depending on the length of the delay and flight distance, airlines may have to provide:

• Meals and refreshments
• Two communications (such as phone calls, emails, or messages)
• Hotel accommodation when an overnight stay becomes necessary
• Transport between the airport and the accommodation

Where the airline does not provide care directly, passengers may be able to recover reasonable costs, supported by receipts, depending on the circumstances and the airline’s policies.

How to Claim EU261/UK261 Compensation

A practical claim process helps reduce delays and improves the chance of a clear decision.

Step 1: Confirm the Delay at Final Destination

Passengers should use the arrival time at the final destination (door opening time is often used as a reference point in practice) and keep evidence of the delay from airport boards, airline notifications, or flight tracking records.

Step 2: Identify the Operating Airline

Claims should be addressed to the operating air carrier (the airline that actually operated the flight), which may differ from the company that sold the ticket.

Step 3: Submit the Claim in Writing

Passengers should submit a written claim using the airline’s official channel (online form or email/post where available). The request should cite EU261/UK261, include booking details, and state the compensation amount sought based on flight distance and delay length.

Step 4: Escalate if Necessary

If an airline rejects a claim or fails to respond within a reasonable time, passengers may consider escalation options such as:

• Using an airline’s alternative dispute resolution (ADR) scheme where applicable
• Submitting a complaint to the relevant national enforcement body (NEB) in the EU/EEA/Switzerland or the UK regulator where appropriate
• Seeking independent legal advice or pursuing the matter through the courts where suitable

Documents to Gather Before Claiming

Well-organised documentation strengthens an EU261/UK261 compensation claim and can help resolve disputes about timings, routing, and responsibility.

• Booking confirmation and ticket receipt
• Boarding pass (or proof of check-in)
• Flight number, date, and route (including connections)
• Delay evidence (airline emails/SMS, airport board photos, flight status screenshots)
• Expense receipts for meals, accommodation, and transport (if seeking reimbursement under the right to care)
• Written correspondence with the airline

FAQ

Is compensation available for any delay?

EU261/UK261 compensation is generally linked to arrival delays of 3 hours or more at the final destination, and it may be refused where the airline proves extraordinary circumstances and reasonable measures were taken.

Does a connecting itinerary change eligibility?

Yes. For journeys with connections, the relevant delay is typically measured at the final destination. A short delay on the first leg can still lead to eligibility if it causes a missed connection and the arrival delay at the end of the itinerary meets the threshold.

Are cancellations treated differently from delays?

Yes. Cancellations can trigger rights to rebooking or refund and, depending on notice and rerouting, may also trigger compensation unless extraordinary circumstances apply. The specific outcome depends on individual facts, including when the passenger was informed.

What if the airline offers vouchers instead of cash?

EU261/UK261 compensation is typically payable in money (such as bank transfer or cheque). Vouchers may be offered, but passengers generally do not have to accept them if they prefer the standard payment method.

Can passengers claim both expenses and compensation?

In many situations, the right to care (reasonable expenses when care is not provided) is separate from compensation and may both apply, depending on the circumstances. Passengers should avoid double recovery for the same loss and keep receipts.

Conclusion

EU261/2004 and UK261 can provide meaningful protections when flights are disrupted, including the right to care, rerouting or refunds, and—when eligibility conditions are met—fixed-sum compensation. Passengers who document the delay, identify the operating airline, and submit a clear written claim with supporting evidence are better placed to secure the outcome the regulations are designed to deliver.