Sky Express: Denied boarding compensation (Turkey SHY Passenger) — Explained Simply

Flight Delay and Cancellation Compensation Guide (EU261/2004 and UK261)

This guide explains passenger rights to compensation and assistance under EU Regulation 261/2004 (EU261) and the UK equivalent (UK261). It covers when compensation may be owed for flight delays, cancellations, and denied boarding, what amounts may apply, and how a claim is typically made in practice.

Eligibility for compensation under EU261/UK261

Compensation is not automatic. Eligibility depends on the route, airline, the disruption type, the length of delay at arrival, and whether the airline can rely on “extraordinary circumstances.”

When EU261 applies

• Departing from an EU/EEA airport, regardless of the airline; or
• Arriving in the EU/EEA on an EU/EEA carrier.

When UK261 applies

• Departing from a UK airport, regardless of the airline; or
• Arriving in the UK on a UK carrier.

Delay threshold for compensation (arrival time)

For delay compensation, the key measure is typically the delay at arrival. Compensation may become payable where the passenger arrives at the final destination 3 hours or more late, unless extraordinary circumstances apply.

Cancellations: when compensation may be due

For cancellations, compensation may be due depending on how much notice was given and what alternative travel was offered. Compensation may be reduced in some situations if rerouting results in a limited arrival delay, depending on flight distance and the specific rerouting outcome.

Denied boarding (including overbooking)

If boarding is denied against the passenger’s will (for example, due to overbooking), the passenger may be entitled to compensation and assistance, subject to the regulation’s conditions. Separate rules apply to voluntary surrender of a seat.

Extraordinary circumstances (when compensation may not be owed)

Airlines may refuse compensation if the disruption was caused by extraordinary circumstances that could not have been avoided even if all reasonable measures had been taken. This is assessed case by case. Passengers may still be entitled to care and assistance even where compensation is not due.

Compensation amounts under EU261/UK261

Compensation under EU261/UK261 is typically based on the flight distance and the type of disruption. The standard EU261 compensation amounts are:

• €250 for flights of 1,500 km or less
• €400 for flights within the EU/EEA of more than 1,500 km and for other flights between 1,500 km and 3,500 km
• €600 for flights of more than 3,500 km

Under UK261, compensation follows the same structure but is paid in GBP at the applicable UK amounts. Airlines generally set out the payable amounts and currency on their claim pages or in their responses.

When compensation may be reduced

For certain cancellations where the airline offers rerouting and the passenger arrives within a limited delay window (which varies by distance), the airline may reduce the compensation amount. Eligibility and any reduction depend on the specific facts, including the rerouted arrival time.

Right to care and assistance during disruption

EU261/UK261 also provides a separate right to care when a flight is delayed or cancelled, depending on the length of delay and flight distance. This can include:

• Meals and refreshments in reasonable relation to the waiting time
• Two communications (such as phone calls or emails)
• Hotel accommodation and transport between the airport and hotel when an overnight stay is necessary

If the airline does not provide care when required, passengers may be able to seek reimbursement for reasonable, evidenced expenses.

How to claim EU261/UK261 compensation

A practical claim usually follows a clear sequence. Passengers should keep the process factual and document-led.

Step 1: Identify the operating airline and final destination delay

Claims are generally made to the operating carrier (the airline that physically operated the flight). For connecting itineraries, the relevant delay is typically the delay at the final destination on the booking.

Step 2: Submit a written claim to the airline

Most airlines provide an online form for EU261/UK261 claims. The claim should state the flight details, what happened, and the requested remedy (compensation and/or expense reimbursement for care where applicable).

Step 3: Respond to the airline’s position

If the airline accepts, it typically requests payment details. If the airline refuses, it often cites extraordinary circumstances or argues the delay threshold was not met. Passengers can reply with supporting evidence and ask the airline to explain the disruption’s cause and the measures taken.

Step 4: Escalate if needed

If the airline rejects the claim or does not respond, escalation routes may include the airline’s complaint process, an approved alternative dispute resolution scheme where applicable, or other formal channels depending on the jurisdiction and circumstances.

Documents and evidence to keep

Strong documentation improves the chance of a successful claim and speeds up handling. Useful items include:

• Booking confirmation and itinerary showing the final destination
• Boarding passes (or proof of check-in where available)
• Airline notifications about the delay/cancellation (emails, SMS, app messages)
• Receipts for meals, transport, and accommodation if claiming care expenses
• Photos of airport screens or written notices (helpful but not required)
• Notes of key times (scheduled vs actual departure/arrival)

FAQ

Is compensation based on departure delay or arrival delay?

For delay compensation under EU261/UK261, the key measure is typically the arrival delay at the final destination.

Can compensation be claimed for a cancelled flight?

Compensation may be available for cancellations depending on notice and rerouting arrangements, unless the airline can rely on extraordinary circumstances and meets the regulation’s conditions.

Are passengers still entitled to food or a hotel if extraordinary circumstances apply?

Extraordinary circumstances may remove the right to compensation, but the airline may still owe care and assistance when the legal thresholds are met.

Who pays compensation for a codeshare flight?

Claims are generally made to the operating carrier rather than the marketing carrier shown on the ticket.

What if the disruption happens on a connecting itinerary?

Where a journey is booked as a single itinerary, the relevant delay is typically assessed at the final destination. Evidence should show the full itinerary and the arrival time.

Conclusion

EU261/UK261 can provide meaningful protection when flights are delayed, cancelled, or passengers are denied boarding. Eligibility depends on the route, airline, arrival delay, and whether the airline can prove extraordinary circumstances. A well-documented claim to the operating airline—supported by booking evidence, delay details, and receipts where expenses are involved—offers the most practical route to compensation and reimbursement where the regulations apply.