KLM: How to claim step-by-step (UK261) — What to Do

Flight Delay Compensation Under EU261/2004 and UK261: What Passengers Need to Know

Passengers departing from an EU/EEA airport, or flying into the EU/EEA on an EU/EEA carrier, may have rights to flight delay compensation under EU Regulation 261/2004 (EU261). Passengers on qualifying flights departing from the United Kingdom, or arriving in the UK on a UK/EU carrier, may have similar rights under the UK’s retained version of the rules (UK261).

This guide explains when flight delay compensation may apply, the compensation amounts, and how to make a practical, well-documented claim.

Eligibility for Flight Delay Compensation

EU261/UK261 generally applies based on the departure airport, arrival airport, and the airline’s status. Eligibility typically depends on the route, the operating carrier, the passenger’s booking status, and how long the delay was at arrival.

Flights covered by EU261

• Departing from the EU/EEA/Switzerland: EU261 typically applies regardless of airline.
• Arriving in the EU/EEA/Switzerland: EU261 typically applies when the operating airline is EU/EEA/Swiss.

Flights covered by UK261

• Departing from the UK: UK261 typically applies regardless of airline.
• Arriving in the UK: UK261 typically applies where the relevant carrier criteria are met (commonly UK/EU carriers).

What delay length typically qualifies

For compensation, the key measure is usually the arrival delay (the time the aircraft door opens at the destination). Compensation is generally associated with an arrival delay of 3 hours or more, provided the cause is not an “extraordinary circumstance” and other requirements are met.

Ticket and travel conditions

• Passengers usually must have a confirmed reservation.
• Passengers generally must have checked in on time (unless prevented by the airline).
• Free or heavily discounted tickets not available to the public may be excluded, but most standard paid tickets qualify.

When compensation may be denied

Compensation may be refused where the airline can show the delay was caused by extraordinary circumstances that could not have been avoided even if all reasonable measures had been taken. These situations are assessed case-by-case and may include certain severe weather events or air traffic management restrictions, among others.

Compensation Amounts for Flight Delays

When compensation is due under EU261/UK261, the amount is usually determined by the flight distance and the length of the arrival delay. The standard compensation bands are commonly described as:

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

Under UK261, compensation is commonly expressed in GBP equivalent amounts in line with the UK’s retained rules. The airline may pay in cash, bank transfer, or other forms accepted by the passenger, but passengers generally are not required to accept vouchers instead of money.

Distance and timing considerations

Flight distance is typically measured as the great-circle (straight-line) distance between the departure and arrival airports. For connecting itineraries, eligibility often turns on the delay at the final destination on the booking.

Right to Care and Assistance During Delays

Separate from compensation, EU261/UK261 can provide a right to care when delays reach certain thresholds, depending on distance. This may include reasonable:

• Meals and refreshments
• Two communications (such as calls or emails)
• Hotel accommodation and transport to/from the hotel when an overnight stay becomes necessary

If the airline does not provide care when required, passengers often keep receipts and request reimbursement for reasonable expenses.

How to Claim Flight Delay Compensation

A flight delay compensation claim is typically made directly to the operating airline, using its EU261/UK261 claim channel or customer relations process. A clear, structured submission commonly improves outcomes.

Step-by-step claim process

• Confirm coverage: Check whether the flight falls under EU261 or UK261 based on route and carrier.
• Confirm arrival delay: Document the delay at the final destination (door opening time is a common reference point).
• Identify the operating carrier: Claims usually go to the airline that operated the flight, not necessarily the one that sold the ticket.
• Submit the claim: Provide booking details, passenger names, flight number, date, and the compensation requested.
• Keep records: Save confirmations, screenshots, and all correspondence.

Practical tips for a stronger claim

• Use the airline’s official form where available and keep a copy of the submission.
• State that the claim is made under EU261/2004 or UK261, as applicable.
• Request payment by bank transfer or another standard monetary method, unless the passenger genuinely prefers vouchers.

Documents to Gather Before Submitting

Passengers typically support a flight delay compensation claim with:

• Booking confirmation (showing route and passenger names)
• Boarding pass (if available)
• Proof of delay (emails/SMS from the airline, airport information screens, or timestamped photos)
• Receipts for meals, transport, and accommodation if claiming reimbursement under the right to care
• Connection details if the booking involved multiple segments

FAQ: Flight Delay Compensation (EU261/UK261)

Does a 2-hour delay qualify for compensation?

Compensation is generally linked to an arrival delay of 3 hours or more. However, a shorter delay may still trigger a right to care depending on distance and circumstances.

Is compensation based on departure delay or arrival delay?

Compensation is typically assessed using the arrival delay at the final destination on the booking, measured at the time the aircraft door opens.

Can passengers claim for missed connections?

Where a passenger has a single booking with connections and arrives at the final destination 3 hours or more late, compensation may be available if the itinerary is covered by EU261/UK261 and the cause is not an extraordinary circumstance.

Can airlines refuse compensation due to extraordinary circumstances?

Airlines may refuse compensation if they can demonstrate the delay was caused by extraordinary circumstances and that reasonable measures could not have avoided the delay. The assessment depends on the specific facts and evidence.

Are passengers entitled to refunds as well as compensation?

Refund and rerouting rights are separate from compensation and depend on factors such as the length of delay and whether the passenger chooses not to travel. In some cases, passengers may have a choice between reimbursement and rerouting.

Conclusion

EU261/2004 and UK261 can provide meaningful protection for passengers facing long delays, including potential flight delay compensation for arrival delays of 3 hours or more and practical support through the right to care. A well-prepared claim supported by clear documents and a straightforward timeline typically offers the best chance of a smooth resolution.