Air France: Compensation time limits (UK261) — FAQ

Flight Delay Compensation Under EU261/2004 and UK261

Passengers may have the right to flight delay compensation when a flight arrives significantly late and the disruption falls under EU261/2004 or UK261. These passenger rights rules can apply to flights within the EU/EEA and the UK, as well as certain flights into or out of these regions depending on the airline and route. Understanding eligibility, compensation amounts, and the claim process helps passengers take practical steps after a disruption.

Eligibility for Compensation

Compensation may be available when a passenger’s flight arrives at the final destination at least 3 hours late and the airline is responsible for the delay. Eligibility depends on the route, the operating carrier, and whether the delay was caused by circumstances within the airline’s control.

When EU261/2004 may apply

• Departures from the EU/EEA: EU261/2004 may apply to flights departing from an EU/EEA airport, regardless of the airline’s nationality.
• Arrivals to the EU/EEA on an EU/EEA carrier: EU261/2004 may apply to flights arriving in the EU/EEA when operated by an EU/EEA airline.

When UK261 may apply

• Departures from the UK: UK261 may apply to flights departing from a UK airport, regardless of the airline’s nationality.
• Arrivals to the UK on a UK carrier: UK261 may apply to flights arriving in the UK when operated by a UK airline.

How the delay is measured

Under EU261/2004 and UK261, delay is generally assessed based on the arrival time at the final destination. For connecting itineraries booked under a single reservation, the relevant delay is typically the arrival delay at the final destination, not the delay of an individual segment.

Extraordinary circumstances

Airlines are not required to pay compensation when the delay was caused by extraordinary circumstances that could not have been avoided even if all reasonable measures had been taken. Whether a situation qualifies depends on the specific facts. Passengers may still have rights to care and assistance during long delays even when compensation is not payable.

Compensation Amounts

Compensation under EU261/2004 and UK261 is typically set by distance bands and is tied to arrival delays of 3 hours or more, subject to eligibility and extraordinary circumstances.

• Up to 1,500 km: €250 (or the UK261 equivalent amount in pounds under UK law)
• 1,500–3,500 km: €400 (or the UK261 equivalent amount in pounds under UK law)
• Over 3,500 km: €600 (or the UK261 equivalent amount in pounds under UK law)

Route and carrier can affect which regime applies

EU261/2004 and UK261 are similar, but which one applies depends on the flight’s departure and arrival points and the operating airline’s status. Passengers should identify the operating carrier and the direction of travel to determine whether EU261/2004 or UK261 governs the claim.

Claim Process

A passenger claim typically starts with contacting the operating airline directly. A practical approach is to submit a written claim that clearly states the flight details, the length of the arrival delay, and the requested compensation under EU261/2004 or UK261.

• Step 1: Gather flight information, including flight number, date, route, booking reference, and the final arrival delay.
• Step 2: Submit a compensation request to the operating airline using its official customer relations channel or online claim form.
• Step 3: Keep copies of all correspondence and responses.
• Step 4: If the airline rejects the claim, review the reason given and consider escalation routes available for the applicable regime.

What passengers can request during a long delay

Separate from compensation, passengers may have a right to care and assistance during long delays, such as reasonable refreshments, meals, and communication, depending on delay length and circumstances. Where an overnight stay becomes necessary, accommodation and transport between the airport and lodging may be required under the rules, subject to conditions.

Documents to Prepare

Supporting documents help demonstrate eligibility and speed up resolution. Passengers typically benefit from keeping the following:

• Booking confirmation and e-ticket receipt
• Boarding pass (or proof of check-in where available)
• Any written notice from the airline about the delay or disruption
• Receipts for reasonable expenses incurred during the delay (meals, local transport, accommodation where relevant)
• Proof of arrival time where available (for example, a screenshot of official flight status records)

FAQ

Does compensation apply for a 2-hour delay?

Compensation is generally linked to an arrival delay of 3 hours or more under EU261/2004 and UK261, subject to eligibility and extraordinary circumstances. Separate rights to care may apply earlier depending on the length of the delay and flight distance.

Does a missed connection count?

When a passenger reaches the final destination 3 hours or more late due to a missed connection on a single booking, compensation may be payable if the rules apply and the airline is responsible for the disruption.

Can compensation be denied due to weather?

An airline may deny compensation if the delay was caused by extraordinary circumstances such as certain severe weather conditions and the airline took all reasonable measures. Each case depends on the facts and evidence.

Is the claim made to the airline or the airport?

Claims are made to the operating airline, not the airport. The operating carrier is the airline that actually operated the flight.

Conclusion

Flight delay compensation under EU261/2004 and UK261 may be available when a passenger arrives at the final destination at least 3 hours late and the airline is responsible, subject to the extraordinary circumstances exception. A well-documented claim submitted to the operating airline, supported by travel records and receipts, provides a practical path to enforcing passenger rights after a disruption.