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Flight Delay Compensation in Europe (EU261/2004 and UK261): What Travelers Need to Know

Flight delays can disrupt schedules, add unexpected costs, and create significant stress. Under EU Regulation 261/2004 (EU261) and the UK’s retained version, UK261, eligible passengers may have a right to fixed compensation and certain assistance when flights are delayed, cancelled, or when boarding is denied. This guide explains who may qualify, how much compensation may be available, and how to file a claim in a practical, step-by-step way.

Eligibility for Flight Delay Compensation (EU261/UK261)

Eligibility typically depends on the route, the operating airline, the length of the delay at arrival, and whether the disruption was within the airline’s control.

Which flights are generally covered

• EU261 generally covers flights departing from an EU/EEA airport (including EU member states plus Iceland, Norway, and Switzerland), regardless of airline, and flights arriving into the EU/EEA operated by an EU/EEA airline.
• UK261 generally covers flights departing from a UK airport, regardless of airline, and flights arriving into the UK operated by a UK or EU/EEA carrier (as applicable under the UK rules).

Delay length that typically triggers compensation

Compensation eligibility for delays is generally assessed by the arrival delay at the final destination. A delay of 3 hours or more at arrival may trigger compensation, provided the cause was not extraordinary.

When compensation may be refused (extraordinary circumstances)

Airlines may refuse compensation if the delay was caused by extraordinary circumstances that could not have been avoided even if all reasonable measures had been taken. These situations are fact-specific and may include certain severe weather events or air traffic control restrictions. Routine technical problems and standard operational issues are not automatically extraordinary, and airlines typically must show evidence supporting their position.

Final destination and connecting flights

For journeys involving connections, the relevant delay is usually the delay upon arrival at the final destination on the booking. If a missed connection leads to arriving 3+ hours late, compensation may be due when the itinerary is covered by EU261/UK261 and the cause is not extraordinary.

Compensation Amounts Under EU261/UK261

EU261 sets fixed compensation levels based primarily on flight distance. UK261 provides similar fixed compensation amounts in GBP-equivalent terms under UK rules. Compensation is separate from reimbursement of expenses and separate from refunds for cancellations in eligible cases.

EU261 fixed compensation bands (commonly applied)

• €250 for flights up to 1,500 km
• €400 for intra-EU flights over 1,500 km and for other flights between 1,500 km and 3,500 km
• €600 for flights over 3,500 km

Possible reductions in some rerouting scenarios

In some cases where the airline offers rerouting and the arrival delay is limited, compensation may be reduced under the regulation. Whether a reduction applies depends on distance and arrival delay after rerouting, and should be assessed on the specific itinerary facts.

Right to Care and Assistance During Delays

Separate from cash compensation, EU261/UK261 provides a right to care when delays reach certain thresholds. The airline’s obligations depend on the delay length and flight distance.

What “right to care” commonly includes

• Meals and refreshments during the waiting time
• Two communications (such as phone calls or emails)
• Hotel accommodation when an overnight stay becomes necessary
• Transport between the airport and the accommodation where required

If the airline does not provide care in practice, passengers who reasonably purchase necessities may be able to seek reimbursement with receipts, subject to the airline’s review.

How to Claim Flight Delay Compensation

A claim is typically made directly to the operating airline (the carrier that actually flew or was scheduled to fly the flight), not necessarily the company that sold the ticket.

Step-by-step claim process

• Confirm coverage: Check whether the flight falls under EU261 or UK261 based on departure/arrival and carrier type.
• Calculate the delay at arrival: Use the time the aircraft door opened at the final destination as a practical reference for arrival delay.
• Determine the likely cause: Note what the airline communicated (e.g., operational issue, weather, ATC). Keep screenshots if available.
• Submit a written claim: Use the airline’s official claims portal or customer relations email, requesting compensation under EU261/UK261.
• Keep all communication: Save confirmation emails, claim numbers, and any responses.
• Escalate if needed: If rejected or ignored, escalation routes may include an approved alternative dispute resolution body (where available) or the relevant national enforcement body, depending on jurisdiction and airline process.

What a strong claim request should include

• Passenger name(s) exactly as on the booking
• Flight number, date, booking reference, and route
• Scheduled vs actual arrival time (and connection details if applicable)
• A clear request for compensation under EU261/2004 or UK261
• Preferred payment method details as requested by the airline

Documents and Evidence to Prepare

Well-organized documents can speed up review and reduce back-and-forth.

Recommended documents

• Boarding pass and e-ticket confirmation
• Booking confirmation showing the full itinerary (especially for connections)
• Proof of the delay (airline notification, airport screen photo, or written confirmation if obtainable)
• Receipts for meals, transport, and hotel costs if the airline failed to provide care
• Any written reason the airline provided for the delay

FAQ: EU261/UK261 Flight Delay Compensation

Does a passenger have to accept vouchers instead of cash?

Airlines may offer vouchers, but EU261/UK261 compensation is generally intended to be payable in money unless the passenger voluntarily agrees to alternatives offered by the airline.

Is compensation available when the flight is delayed but still operates?

Yes. A flight that operates can still trigger compensation if the arrival delay at the final destination is 3 hours or more, the flight is covered by EU261/UK261, and the cause is not extraordinary.

What if the passenger was rebooked onto another flight?

If rerouting results in arriving 3+ hours late at the final destination and the situation is covered by EU261/UK261, compensation may still be due. In some rerouting scenarios, the airline may argue for a reduced amount depending on the final arrival delay and distance band.

Can a passenger claim both expenses and compensation?

In eligible cases, fixed compensation for inconvenience and reimbursement of reasonable care-related expenses may both apply, as they address different rights under the rules.

Who is responsible in a codeshare situation?

Claims are typically directed to the operating airline, even when the ticket was sold under a different airline’s code.

Conclusion

EU261/2004 and UK261 provide meaningful protections for passengers facing long flight delays, including fixed compensation in many cases and practical “right to care” support during disruptions. Eligibility depends on route, carrier, arrival delay, and whether the cause qualifies as extraordinary. A clear claim with strong documentation—submitted to the operating airline—gives passengers the best chance of a timely and accurate outcome.