easyJet: Lost baggage claim (EU261) — Checklist

Flight Delay and Cancellation Compensation Under EU261/2004 and UK261

EU261/2004 and its UK equivalent (commonly referred to as UK261) provide passenger rights when flights are delayed, cancelled, or when boarding is denied. These rules can entitle eligible passengers to fixed compensation and to care and assistance, depending on the circumstances. This guide explains when compensation may apply, typical compensation amounts, and a practical claim process for passengers travelling to, from, or within the EU/EEA/Switzerland or the United Kingdom.

Eligibility for Compensation

Compensation eligibility depends on the route, the operating airline, and the cause and impact of the disruption. EU261/2004 generally applies to flights departing from an EU/EEA airport (and Switzerland), and to flights arriving into the EU/EEA on an EU/EEA carrier. UK261 generally applies to flights departing from the United Kingdom, and to flights arriving into the United Kingdom on a UK carrier. The operating airline (the carrier actually flying the aircraft) is typically responsible for paying compensation where it is due.

When a flight delay may qualify

Under EU261/UK261, a long delay can lead to compensation when the passenger arrives at the final destination at least 3 hours late, and the delay was not caused by extraordinary circumstances. Arrival time is generally assessed by when at least one aircraft door is opened and passengers are permitted to disembark.

When a cancellation may qualify

Flight cancellations can trigger compensation where the passenger was informed too late and rerouting did not meet the applicable notice and arrival-time thresholds. In general terms, compensation may be reduced or not owed if the airline offered suitable rerouting that allowed arrival within the time limits set by the regulation, or if the passenger received sufficiently early notice.

Denied boarding and missed connections

Denied boarding against a passenger’s will can qualify for compensation, typically where it occurs due to overbooking or operational issues. Missed connections can also qualify if they result in an arrival delay of 3 hours or more at the final destination and the disruption was within the airline’s responsibility, subject to the extraordinary circumstances defence.

Extraordinary circumstances (when compensation may not be owed)

Airlines may not owe compensation if they can show the disruption was caused by extraordinary circumstances that could not have been avoided even if all reasonable measures had been taken. Whether a situation qualifies can be fact-specific. Passengers should note that even where compensation is not owed, rights to care and assistance can still apply during long delays.

Compensation Amounts (Fixed Sums)

Compensation under EU261/UK261 is commonly determined by the flight distance and the length of the delay at arrival (or rerouting outcome for cancellations). The following fixed amounts are commonly referenced under the regulation:

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

For certain long-haul reroutings after cancellation, the regulation can allow a reduction of compensation by 50% if arrival is within specified time limits. Payment method and currency can depend on the applicable regime and the airline’s process. Under UK261, compensation is typically paid in pounds sterling at the applicable statutory amounts used in the UK framework.

Right to Care and Assistance (Meals, Accommodation, Communication)

Separate from compensation, EU261/UK261 can require airlines to provide care during qualifying delays. Depending on the length of the delay and flight distance, this can include meals and refreshments, access to communication, and hotel accommodation with transport where an overnight stay becomes necessary. When an airline does not provide care directly, passengers may be able to recover reasonable expenses, supported by receipts, subject to the airline’s policies and the circumstances.

How to Make a Claim (Step-by-Step)

Step 1: Identify the operating airline and the applicable rules

The claim should be directed to the operating airline. Determining whether EU261/2004 or UK261 applies usually depends on the departure/arrival airports and the airline’s place of establishment, but the operating carrier remains the key party for initiating a claim.

Step 2: Confirm the delay at arrival or cancellation details

For delays, the relevant metric is typically the arrival delay at the final destination shown on the booking itinerary. For cancellations, relevant details include when notice was given, what rerouting was offered, and the final arrival time.

Step 3: Submit a compensation request to the airline

Most airlines provide an online form for EU261/UK261 claims. A well-structured request typically includes flight number, date, booking reference, passenger names, and a clear statement that compensation is being claimed under EU261/2004 or UK261 (as applicable), together with the amount sought based on distance and delay.

Step 4: Keep communication and track deadlines

Airlines may request additional information or documents. Passengers should keep copies of all submissions and responses. If the airline rejects the claim, the rejection reason should be assessed, particularly where extraordinary circumstances are cited.

Step 5: Escalate where appropriate

If a claim is refused or unresolved, escalation options can include the airline’s alternative dispute resolution scheme where available, the relevant national enforcement body, or court proceedings where appropriate. The correct channel can depend on the departure/arrival country and the airline’s internal complaint pathway.

Documents and Evidence to Prepare

• Booking confirmation and itinerary showing final destination and connection details
• Boarding pass (where available) or proof of check-in
• Proof of disruption such as delay notifications, emails, or screenshots from the airline
• Receipts for meals, transport, and accommodation where claiming reimbursement for care
• Bank details for payment (if the airline requests them)

FAQ

Is compensation owed for any delay?

Compensation is not automatic for every delay. Under EU261/UK261, compensation commonly requires an arrival delay of at least 3 hours and that the disruption was not caused by extraordinary circumstances.

Does a passenger still have rights if compensation is not owed?

Yes. Care and assistance can apply during long delays even when compensation is not payable, depending on the length of delay and flight distance.

Who pays the compensation: the booking site or the airline?

The operating airline is typically responsible for EU261/UK261 compensation, not the booking agent or travel platform.

Can compensation apply to missed connections?

It can apply where the overall disruption leads to arrival at the final destination at least 3 hours late and the conditions of EU261/UK261 are met.

Can the airline offer vouchers instead of cash?

Airlines may offer vouchers, but compensation is generally payable in money unless the passenger agrees to an alternative form of compensation.

Conclusion

EU261/2004 and UK261 provide practical protections for passengers facing delays, cancellations, and denied boarding, including fixed compensation in eligible cases and care during long waits. Passengers who keep good records, confirm the applicable rules, and submit a clear claim to the operating airline are typically best placed to secure compensation or reimbursement where it is due.