British Airways: Compensation time limits (UK261) — FAQ

Flight Delay Compensation Guide Under EU261/2004 and UK261

Passengers departing from an EU/EEA/Swiss airport, or flying into the EU/EEA/Switzerland on an EU/EEA carrier, may have rights to flight delay compensation under EU Regulation 261/2004 (EU261). For flights departing from the United Kingdom, similar rights apply under UK261. This guide explains when flight delay compensation may be available, how much passengers can claim, and how to submit a practical, well-supported request to the airline.

Eligibility for flight delay compensation

Under EU261/UK261, delay compensation is generally linked to the delay at final destination, the flight distance, and the cause of the disruption. Passengers typically become eligible when they arrive at their final destination at least 3 hours late, and the delay was caused by something within the airline’s responsibility.

Key eligibility factors

• Arrival delay: Compensation is typically considered when the passenger arrives at the final destination 3 hours or more after the scheduled arrival time.
• Route and carrier scope: EU261 applies to flights departing from the EU/EEA/Switzerland (any airline), and flights arriving there if operated by an EU/EEA airline. UK261 applies similarly for flights departing from the UK, and certain inbound flights operated by UK carriers.
• Confirmed booking and check-in: Passengers generally need a confirmed reservation and must have complied with check-in requirements (unless the airline prevented check-in due to the disruption).
• Cause of delay: Compensation is typically not due 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.

When compensation is usually not payable

EU261/UK261 recognizes that some events are outside an airline’s control. When a delay is caused by extraordinary circumstances and the airline took all reasonable measures, compensation may not be due. This can include certain severe weather, air traffic control restrictions, and certain security-related issues. Each case depends on the specific facts and documentation.

Compensation amounts under EU261/UK261

When eligible, EU261/UK261 provides fixed compensation amounts based largely on flight distance. Amounts are set in euros under EU261 and are comparable under UK261 (often paid in pounds).

Standard compensation bands

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

Airlines may reduce compensation by 50% in some situations where a passenger is rerouted and arrives within certain time thresholds, depending on the distance and the extent of the delay on arrival.

Right to care and assistance during long delays

Separate from compensation, EU261/UK261 can require airlines to provide meals, refreshments, and access to communication when delays pass specified thresholds. If an overnight stay becomes necessary, airlines may also have to provide hotel accommodation and transport between the airport and the hotel. If the airline does not provide assistance, passengers should keep receipts for reasonable expenses and request reimbursement.

Practical note on expenses

Passengers should keep spending reasonable and proportionate to the delay and local prices. Receipts and proof of payment are important, along with a short explanation of why the expense was necessary due to the disruption.

How to claim flight delay compensation

A flight delay claim under EU261/UK261 is typically made directly to the operating airline. Passengers should submit the claim in writing through the airline’s official customer service channel, using clear dates, flight details, and evidence of the arrival delay.

Step-by-step claim process

• Identify the correct regulation: EU261 for qualifying EU/EEA/Swiss routes; UK261 for qualifying UK departures and related coverage.
• Confirm the arrival delay: Use the scheduled vs. actual arrival at the final destination, not departure delay alone.
• Collect evidence: Boarding pass, booking confirmation, delay notifications, and any written statements provided at the airport.
• Submit a written request: Include passenger names, booking reference, flight number, date, route, and the claimed compensation band based on distance.
• Request reimbursement separately: If claiming expenses for meals, transport, or hotel, list items with receipts and explain necessity.
• Keep records: Save submitted forms, screenshots, emails, and dates of all correspondence.

Documents to include with a claim

Airlines decide claims faster when passengers provide complete, organized documentation. Passengers should submit copies (not originals) where possible.

Common supporting documents

• Booking confirmation: E-ticket receipt or confirmation email showing passenger names and itinerary
• Boarding pass: If available, along with any luggage tags if relevant
• Proof of delay: Airline emails/texts, airport announcements (photo), or screenshots showing revised times
• Receipts: Itemized receipts for meals, refreshments, ground transport, and hotel (if applicable)
• Bank details: Where the airline requests payment details (submitted via secure channels only)

FAQs on flight delay compensation

Does a passenger need travel insurance to claim EU261/UK261 compensation?

No. EU261/UK261 compensation is a statutory right when eligibility requirements are met. Travel insurance can still help with additional losses not covered by the regulation, subject to policy terms.

Is compensation based on departure delay or arrival delay?

Compensation is typically assessed using the arrival delay at the final destination on the booking, not just the delay in departure.

Can passengers claim if they accepted rerouting?

Yes, rerouting does not automatically remove the right to compensation. Eligibility depends on arrival delay, flight distance, and whether the cause of the delay was within the airline’s responsibility. In certain rerouting scenarios, the airline may be able to reduce compensation by 50% if the passenger arrives within specified time limits.

Can passengers claim for missed connections?

Potentially. If the booking is a single itinerary and the delay causes late arrival at the final destination by 3 hours or more, compensation may be available under EU261/UK261, subject to the cause and scope rules.

How long do passengers have to claim?

Time limits can depend on the jurisdiction and where a claim is brought. Passengers are generally advised to submit claims as soon as practical and keep all records from the date of disruption.

Conclusion

EU261/2004 and UK261 give passengers practical rights when flights arrive significantly late, including fixed compensation in qualifying cases and reimbursement or care during long delays. A well-prepared claim typically includes clear flight details, evidence of the arrival delay, and receipts for any reasonable out-of-pocket costs. By focusing on the arrival time at the final destination, the route’s regulatory coverage, and the cause of the disruption, passengers can assess eligibility and pursue flight delay compensation with confidence.