SAS: Missed connection compensation (UK261) — Mistakes to Avoid

Flight Delay Compensation Under EU261/2004 and UK261

Flight disruption can quickly turn travel plans into unexpected costs and stress. Under EU Regulation 261/2004 (EU261) and the UK’s retained version (UK261), eligible passengers may have rights to fixed compensation, care and assistance, and (in some cases) reimbursement or re-routing when flights are delayed, cancelled, or when boarding is denied. This guide explains eligibility, compensation amounts, how to claim, and what documents to keep, using practical steps travellers can follow.

Eligibility: When Compensation May Apply

EU261 and UK261 apply based on the route and the airline’s operating status, not on the passenger’s nationality or ticket type in most cases. Compensation is typically linked to delays at arrival, measured by when at least one aircraft door opens at the destination.

When EU261 typically applies

• Departures from the EU/EEA/Switzerland: All airlines are generally covered when the flight departs from an EU/EEA/Swiss airport.
• Arrivals into the EU/EEA/Switzerland: Coverage generally applies when the flight arrives into the EU/EEA/Switzerland and is operated by an EU/EEA/Swiss carrier.

When UK261 typically applies

• Departures from the UK: All airlines are generally covered when the flight departs from a UK airport.
• Arrivals into the UK: Coverage generally applies when the flight arrives into the UK and is operated by a UK or EU carrier (as recognised under the UK’s retained rules).

Delay length and arrival time

Compensation for delays is typically relevant when the passenger arrives at the final destination 3 hours or more after the scheduled arrival time, and the disruption is within the airline’s responsibility.

Extraordinary circumstances (when compensation may be denied)

Airlines may refuse fixed 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. This can include certain severe weather events, some air traffic control restrictions, security risks, or airport closures. Routine technical issues and operational staffing problems are often treated as within the airline’s control, but each claim depends on evidence and circumstances.

Missed connections and final destination

If a delay causes a missed connection, eligibility and delay length are typically assessed at the final destination on the booking, not the intermediate stop. Where a journey is on a single reservation, the arrival delay at the final destination is usually the key measure.

Compensation Amounts (Fixed Sums)

Where compensation is due, EU261 and UK261 provide fixed amounts based mainly on flight distance. The amounts below apply to arrival delays of 3 hours or more (subject to the rules and exceptions described).

• Up to 1,500 km: €250 (EU261) or £220 (UK261 equivalent)
• 1,500–3,500 km: €400 (EU261) or £350 (UK261 equivalent)
• Over 3,500 km: €600 (EU261) or £520 (UK261 equivalent)

For some long-haul scenarios where the arrival delay is between 3 and 4 hours, the airline may seek to reduce compensation (a reduction mechanism exists in the regulation for certain categories), but the precise application depends on distance and circumstances. Passengers should check the airline’s calculation and request a written explanation if a reduced sum is offered.

Care and Assistance During Delays

Separate from fixed compensation, airlines may owe a duty of care during significant delays. This can include meals and refreshments, and where an overnight stay becomes necessary, hotel accommodation and transport between the airport and accommodation, depending on delay length and flight distance.

Passengers are generally expected to keep spending reasonable. Where the airline does not provide vouchers or accommodation directly, receipts can be crucial for reimbursement requests.

How to Claim Compensation: Step-by-Step

A well-presented claim usually improves the chance of a timely, accurate decision. The process typically follows these steps:

• Step 1: Confirm coverage. Identify whether EU261 or UK261 applies based on departure/arrival and the operating airline.
• Step 2: Confirm arrival delay. Compare scheduled vs actual arrival at the final destination. If it is 3+ hours late, compensation may be available.
• Step 3: Identify the operating carrier. The airline that operated the disrupted flight is typically responsible, even if the ticket was bought through another airline or an online travel agency.
• Step 4: Submit a written claim. Use the airline’s official compensation form or customer relations channel. The claim should request compensation under EU261/UK261 and include booking details, flight number, date, route, and delay minutes.
• Step 5: Keep communications in writing. If the airline cites extraordinary circumstances, passengers can request supporting details (for example, what specifically happened and why reasonable measures were not sufficient).
• Step 6: Escalate if needed. If the airline rejects the claim or does not respond within a reasonable timeframe, escalation options may include an approved alternative dispute resolution (ADR) body (where available), a national enforcement body (NEB) in relevant jurisdictions, or court action. The best route depends on the airline and where the disruption occurred.

Documents to Prepare

Strong documentation can prevent delays and disputes. Passengers should typically gather:

• Booking confirmation showing passenger names and itinerary
• Boarding passes (or proof of check-in where boarding passes are not available)
• Proof of delay such as airline emails/SMS, airport screens photos, or flight tracking records
• Receipts for meals, transport, and accommodation if claiming reimbursement under the duty of care
• Written statements from the airline when possible (reason for disruption)

FAQ

Does a passenger have to accept vouchers instead of cash compensation?

Under EU261 and UK261, compensation is usually payable in money (for example, bank transfer or cheque). Vouchers may be offered, but passengers can typically choose money rather than vouchers, unless they voluntarily agree otherwise.

Is compensation available for a delay caused by bad weather?

Severe weather can qualify as extraordinary circumstances, which may remove the right to fixed compensation. Even when compensation is not owed, airlines may still owe care and assistance depending on the situation and delay length.

What if the flight is delayed but the passenger chooses not to travel?

Depending on delay length and circumstances, passengers may have rights related to reimbursement or re-routing. Fixed compensation depends on whether the conditions are met (including arrival delay at the final destination if travel continues) and whether an extraordinary circumstances defence applies.

Does compensation depend on the ticket price?

No. EU261 and UK261 compensation is typically a fixed sum based on flight distance and delay length, not the fare paid.

Can passengers claim for missed connections?

When travel is on a single booking, missed connections can be covered, and the key measure is typically arrival delay at the final destination. Separate tickets may be treated differently because the final destination may not be part of a single contract of carriage.

Conclusion

EU261/2004 and UK261 can provide meaningful protection when a flight is heavily delayed, including fixed compensation in qualifying cases and practical support at the airport. Eligibility depends on where the flight departs and arrives, the operating carrier, the length of the delay at the final destination, and whether the airline can prove extraordinary circumstances. Passengers who keep documents, submit a clear written claim, and escalate appropriately when necessary are usually best placed to enforce their rights.