FlyOne: Flight delay compensation (US DOT rules) — How It Works

Flight Delay Compensation Guide (EU261/2004 and UK261)

Passengers affected by a delayed, cancelled, or overbooked flight may have a right to compensation under EU Regulation 261/2004 (EU261) or the UK’s equivalent rules (UK261). These passenger rights cover many flights departing from the EU/EEA/Switzerland and the UK, and in some cases flights arriving into these regions when operated by an EU/UK carrier. This guide explains when compensation may apply, how much might be owed, how to submit a claim, and what documents are typically needed.

Eligibility for compensation under EU261/UK261

Eligibility commonly depends on the route, the operating airline, the reason for disruption, and the length of the delay at arrival. EU261 and UK261 are broadly similar, but the applicable regime depends on whether the journey falls under EU rules or UK rules.

Which flights are covered

• Departing from the EU/EEA/Switzerland: Typically covered under EU261, regardless of airline nationality.
• Arriving into the EU/EEA/Switzerland: Typically covered under EU261 when the operating carrier is an EU/EEA/Swiss airline.
• Departing from the UK: Typically covered under UK261, regardless of airline nationality.
• Arriving into the UK: Typically covered under UK261 when the operating carrier is a UK or EU carrier (as reflected in UK rules after Brexit).

Delay thresholds that commonly trigger compensation

For flight delays, compensation is commonly linked to the delay at arrival (when at least one aircraft door is opened and passengers can disembark). In many cases, compensation may be due when the arrival delay is 3 hours or more, provided the disruption was within the airline’s control and no qualifying extraordinary circumstances apply.

When compensation may not be owed (extraordinary circumstances)

Airlines may deny 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. These situations are assessed case-by-case. Commonly cited examples include certain severe weather events, air traffic control restrictions, and some security risks. Compensation is generally more likely when the problem relates to airline operations, such as routine technical or staffing issues, but the exact outcome depends on evidence and the specific reason given.

Cancelled flights and denied boarding

EU261/UK261 also cover cancellations and denied boarding (including overbooking). Eligibility for compensation in cancellation cases often depends on how much notice was given and the suitability/timing of any re-routing offered. Denied boarding compensation commonly applies when a passenger is involuntarily denied boarding despite meeting check-in and boarding requirements, unless denial is for valid reasons such as health, safety, or inadequate travel documents.

Compensation amounts under EU261/UK261

Compensation is typically set as a fixed amount based primarily on flight distance and, in some cases, the length of delay. Under EU261 the amounts are in euros. Under UK261 the amounts are set in pounds sterling by UK legislation and may be presented by airlines in GBP.

Standard compensation bands (EU261)

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

Possible reductions in some re-routing situations

In certain circumstances—particularly where the airline offers re-routing and the arrival delay on the alternative flight is limited—compensation may be reduced. Whether a reduction applies depends on the distance band and the final arrival delay.

Right to care (separate from compensation)

Even where compensation is not owed, EU261/UK261 may still require airlines to provide care and assistance during lengthy delays. Depending on waiting time and circumstances, this can include meals and refreshments, access to communication, and in some cases hotel accommodation and transport between the airport and hotel. When airlines do not provide care, passengers may be able to seek reimbursement for reasonable expenses, supported by receipts.

How to claim flight delay compensation

A claim is typically made to the operating airline (the carrier that actually flew or would have flown the flight), even if the ticket was booked through another airline or travel agency.

Step-by-step claim approach

• Identify the applicable rules: Determine whether EU261 or UK261 applies based on departure/arrival and carrier.
• Confirm the arrival delay: Record the actual arrival time at the final destination.
• Request the disruption reason: Ask the airline for the cause of the delay/cancellation and keep any written explanation.
• Submit a written claim: Use the airline’s online form or customer relations contact method, citing EU261/UK261 as appropriate.
• Keep records of all communication: Save emails, case numbers, and responses.

What passengers can claim in addition to compensation

Where applicable, passengers may claim reimbursement for reasonable care expenses incurred during the disruption, particularly when the airline failed to provide required assistance. These claims usually require receipts and a clear link to the delay.

Documents and evidence to support a claim

Strong documentation can significantly improve the chances of a successful claim or reimbursement.

• Booking confirmation and e-ticket receipt
• Boarding pass (or proof of check-in where a boarding pass was not issued)
• Flight details (flight number, date, route, and final destination on the booking)
• Proof of delay or cancellation (airline emails/SMS, airport notices, screenshots)
• Receipts for expenses (food, transport, hotel) where reimbursement is sought
• Written reason for disruption if provided by the airline

FAQ

Is compensation based on departure delay or arrival delay?

For flight delay compensation, the key measure is typically the arrival delay at the final destination on the booking, not the departure delay.

Does a missed connection count?

If a journey is booked as a single itinerary and disruption causes a late arrival at the final destination, compensation may be considered based on the total arrival delay and the applicable distance band, provided other eligibility criteria are met.

Can passengers claim compensation for extraordinary circumstances?

Compensation is generally not owed if the airline can prove the disruption was caused by extraordinary circumstances and that reasonable measures were taken. However, the airline may still owe a duty of care depending on the situation.

What if the airline offers vouchers instead of cash?

EU261/UK261 compensation is generally payable in money. Vouchers may be offered, but passengers can usually request payment in cash or bank transfer instead of accepting a voucher.

How long do passengers have to claim?

Time limits depend on the legal system that applies to the claim and can vary by country and forum. Passengers should consider submitting a claim as soon as possible and keep all documents while the claim is ongoing.

Conclusion

EU261/2004 and UK261 provide practical protections for passengers facing flight delays, cancellations, or denied boarding, including fixed compensation in many qualifying cases and separate rights to care during disruptions. A well-prepared claim typically focuses on the operating airline, the arrival delay at the final destination, and clear documentation. Where the airline refuses compensation, passengers may still be entitled to assistance and, in some cases, reimbursement of reasonable expenses supported by receipts.