Aegean Airlines: How to claim step-by-step (Turkey SHY Passenger) — Rights & Amounts

Flight Delay Compensation Under EU261/2004 and UK261

Passengers departing from the EU (and certain flights arriving into the EU with an EU carrier) may have rights to flight delay compensation under EU Regulation 261/2004 (EU261). Passengers departing from the UK (and certain flights arriving into the UK with a UK or EU carrier) may have similar rights under the UK’s retained version of the rules (UK261). These regulations can provide fixed-sum compensation when a flight arrives late, unless the airline can lawfully rely on an “extraordinary circumstances” defense.

Eligibility for Flight Delay Compensation

Eligibility generally depends on the route, the operating airline, and the length of the delay at arrival. Under EU261/UK261, compensation is typically linked to an arrival delay of three hours or more.

When EU261 may apply

• Departing from an EU/EEA airport or Switzerland: EU261 generally applies regardless of the airline.
• Arriving into the EU/EEA from a non-EU country: EU261 may apply when the operating carrier is an EU/EEA carrier.

When UK261 may apply

• Departing from a UK airport: UK261 generally applies regardless of the airline.
• Arriving into the UK from abroad: UK261 may apply when the operating carrier is a UK or EU carrier (subject to the rules and the flight’s specific circumstances).

Delay measured at arrival

For compensation purposes, the key metric is usually the time the aircraft doors open at the final destination, not the takeoff time. A delay of three hours or more at arrival is the typical threshold for compensation, provided all other requirements are met.

Extraordinary circumstances

Even if the delay is long enough, the airline may not owe compensation if it proves the delay was caused by extraordinary circumstances that could not have been avoided even if all reasonable measures had been taken. Examples may include certain severe weather events or air traffic control restrictions. Routine operational issues and many technical problems do not automatically qualify as extraordinary circumstances.

Compensation Amounts for Flight Delays

Under EU261/UK261, compensation is generally fixed based on flight distance and length of delay, rather than on the ticket price.

• Up to 1,500 km: €250 (or the UK261 equivalent in pounds)
• 1,500–3,500 km: €400 (or the UK261 equivalent in pounds)
• Over 3,500 km: €600 (or the UK261 equivalent in pounds)

On some long-haul itineraries, the compensation may be reduced by 50% in specific circumstances, such as when the arrival delay falls into certain bands set by the regulation. The exact amount depends on the route and the verified delay at the final destination.

How to Claim Flight Delay Compensation

A compensation claim is typically made to the operating airline (the company that operated the flight), not necessarily the airline that sold the ticket. Claims can often be submitted through the airline’s online form or customer relations channel.

• Step 1: Confirm the flight falls under EU261 or UK261 based on route and carrier.
• Step 2: Verify the arrival delay at the final destination (three hours or more is the usual threshold).
• Step 3: Identify the reason given for the delay and whether extraordinary circumstances may apply.
• Step 4: Submit a written claim to the operating airline and keep records of all correspondence.
• Step 5: Escalate if needed (for example, to an appropriate alternative dispute resolution body where available, a national enforcement body, or court proceedings, depending on the jurisdiction and facts).

Documents and Evidence to Support a Claim

Strong documentation can help establish the route, booking, operating carrier, and delay length.

• Boarding pass and e-ticket confirmation: To show reservation and flight details
• Booking receipt or itinerary: Especially important for connecting journeys
• Proof of arrival time: Photos of airport boards, written confirmation, or reliable flight tracking records
• Airline delay notifications: Emails, SMS messages, or app alerts
• Expense receipts: If seeking reimbursement for duty of care items (meals, hotel, transport) where applicable

Passenger Rights Beyond Compensation (Care and Assistance)

EU261/UK261 can also provide “right to care” during significant delays, which may include meals and refreshments, hotel accommodation when an overnight stay becomes necessary, and transport between the airport and accommodation. The precise duty depends on the delay length and flight distance, and airlines may provide vouchers or ask passengers to claim reimbursement. Receipts and clear records are important.

FAQ

Can compensation be claimed for a delay under three hours?

Compensation is generally linked to an arrival delay of at least three hours. Shorter delays may still trigger rights to care on longer disruptions, but fixed-sum compensation usually requires the three-hour threshold at arrival, subject to other conditions.

Does a missed connection count as a delay at the final destination?

For journeys with connections on a single booking, eligibility typically depends on the arrival delay at the final destination. A missed connection that results in arrival three hours or more late may qualify, depending on whether EU261/UK261 applies and whether extraordinary circumstances are established by the airline.

Does the airline have to pay if the delay was caused by weather or air traffic control?

Not always. Weather and air traffic control measures can sometimes be extraordinary circumstances, but the airline must still show the disruption could not have been avoided even if reasonable measures had been taken. Each claim depends on the specific facts.

Can passengers claim both compensation and reimbursement of expenses?

Compensation and reimbursement relate to different rights. Fixed-sum compensation may be owed for qualifying delays, while reasonable expenses may be reimbursable under the duty of care rules when the airline fails to provide required assistance. Documentation is important for any expense claim.

Which airline is responsible if the ticket was bought from another company?

The claim is usually made to the operating carrier—the airline that operated the delayed flight—rather than a travel agent or booking platform.

Conclusion

EU261 and UK261 can provide valuable protections when flights arrive late, including fixed-sum compensation in many cases and practical assistance during long disruptions. Eligibility typically turns on route coverage, the operating airline, the arrival delay at the final destination, and whether the airline can prove extraordinary circumstances. A well-documented claim submitted to the operating carrier is often the most effective way to pursue compensation and related rights.