Aegean Airlines: Flight cancellation compensation (Turkey SHY Passenger) — Complete Guide

Flight Delay Compensation Under EU261/2004 and UK261: A Practical Guide

Passengers affected by flight delays may be entitled to financial compensation and care under EU Regulation 261/2004 (EU261) or the UK equivalent (UK261). These rules apply in many common scenarios involving flights departing from the EU/EEA or the UK, and in some cases flights arriving in those areas on an EU/EEA or UK carrier. This guide explains who may qualify, what compensation amounts typically apply, and how to make a compliant claim based on the Regulation’s requirements.

Eligibility

EU261/UK261 compensation generally depends on three core factors: the route and airline, the length of delay at arrival, and the cause of the disruption. Passengers should focus on the delay at the final destination, not just the departure delay.

When EU261/UK261 typically applies

• Departures from the EU/EEA: EU261 generally applies regardless of airline nationality.
• Arrivals into the EU/EEA: EU261 generally applies when the operating carrier is an EU/EEA carrier.
• Departures from the UK: UK261 generally applies regardless of airline nationality.
• Arrivals into the UK: UK261 generally applies when the operating carrier is a UK carrier.

Eligibility can also depend on whether the passenger had a confirmed reservation, checked in on time (unless prevented by the airline), and travelled on a fare that is not excluded under the Regulation.

Delay threshold at arrival

For compensation, the key benchmark is often an arrival delay of 3 hours or more at the final destination. Arrival time is typically assessed when at least one aircraft door is opened and passengers are permitted to disembark.

Extraordinary circumstances (when compensation may not be owed)

Even if the arrival delay meets the threshold, compensation may not be payable if 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. Whether a situation qualifies depends on the facts.

Examples often argued as extraordinary include certain severe weather events and certain air traffic management restrictions. Routine technical issues and ordinary operational problems are not automatically extraordinary; the airline must justify the specific cause and the steps taken to avoid the delay.

Compensation amounts

Under EU261/UK261, compensation is typically set as fixed amounts based on flight distance, provided the arrival delay is at least 3 hours and no extraordinary circumstances apply. The following figures reflect the standard framework in euros under EU261; UK261 uses the same structure with amounts paid in pounds sterling where applicable.

• Up to 1,500 km: €250 per passenger
• 1,500–3,500 km: €400 per passenger
• Over 3,500 km: €600 per passenger

Some long-haul scenarios may involve a reduced amount depending on the length of the delay, but the airline’s assessment must still align with the Regulation’s criteria and the specific routing and arrival delay.

Claim process

A structured approach improves the chances of a smooth outcome. Passengers should make the claim with the operating carrier (the airline that operated the flight), not necessarily the company that sold the ticket.

Step-by-step approach

• Confirm applicability: check whether EU261 or UK261 coverage is likely based on departure/arrival country and the operating carrier.
• Measure the arrival delay: focus on delay at the final destination shown on the booking, including connections.
• Identify the reason given: keep records of any disruption notices and the airline’s stated cause.
• Submit a written claim: use the airline’s online form or customer relations channel and reference EU261/UK261.
• Request both compensation and reimbursement of eligible expenses: where applicable, include care costs supported by receipts.
• Escalate if needed: if the airline rejects the claim or does not respond, passengers may consider an approved alternative dispute resolution body where available, the relevant national enforcement body, or legal action within the applicable limitation period.

Connecting flights and re-routing

For itineraries with connections, the relevant delay is usually the delay at the final destination. If a disruption causes a missed connection and late arrival, compensation may be owed if the total arrival delay meets the threshold and the other eligibility conditions are met.

Documents to prepare

Strong documentation helps establish the facts and reduces back-and-forth with the airline.

• Booking confirmation showing passenger name(s), flight number(s), and itinerary
• Boarding pass(es) or check-in confirmation
• Proof of arrival delay where available (airport screens photos, written confirmation, or timestamps)
• Receipts for meals, refreshments, transport, or accommodation purchased due to the disruption
• Written communications from the airline (emails, app notifications, SMS) stating the disruption reason

FAQ

Is compensation based on departure delay or arrival delay?

Under EU261/UK261, eligibility for compensation is typically assessed by the arrival delay at the final destination.

Can passengers claim both compensation and expense reimbursement?

They may be able to. EU261/UK261 provides for fixed compensation in qualifying cases and also requires airlines to provide or reimburse certain care and assistance (such as meals and accommodation) depending on circumstances. Receipts and a clear link to the disruption are important.

Do extraordinary circumstances automatically remove all passenger rights?

No. Even where extraordinary circumstances apply and compensation is not owed, airlines may still have obligations to provide care and assistance, depending on the situation and length of delay.

Who should the claim be submitted to?

Claims should generally be made to the operating carrier, including in codeshare situations.

How long do passengers have to claim?

Time limits vary by jurisdiction and the law that applies to the claim. Passengers should act promptly and keep a full record of communications and receipts.

Conclusion

EU261/2004 and UK261 can provide meaningful financial compensation for qualifying flight delays and can also require airlines to provide care during disruption. Passengers improve their chances of success by focusing on arrival delay at the final destination, documenting the reason given by the airline, keeping receipts, and submitting a clear claim to the operating carrier referencing the correct Regulation.