FlyOne: Compensation time limits (US DOT rules) — FAQ

Flight Delay Compensation Under EU261/2004 and UK261

Passengers affected by significant flight delays may have rights to care and, in many cases, fixed-sum compensation under EU Regulation 261/2004 (EU261) or the UK equivalent (UK261). These rules apply depending on the airline and route, and they can cover delays, cancellations, and cases of denied boarding. This guide explains when flight delay compensation may be available, what amounts may apply, and how to submit a claim in a practical, well-documented way.

Eligibility for Flight Delay Compensation

Eligibility generally depends on the flight’s departure/arrival location, the airline’s operating carrier status, the length of delay at arrival, and whether the disruption was within the airline’s control. Compensation is not automatic in every delay scenario, and airlines may refuse payment where the delay was caused by extraordinary circumstances.

When EU261 typically applies

• Flights departing from an EU/EEA airport: EU261 typically applies regardless of the airline’s nationality.
• Flights arriving in the EU/EEA on an EU/EEA carrier: EU261 typically applies when the operating airline is established in the EU/EEA.

When UK261 typically applies

• Flights departing from the United Kingdom: UK261 typically applies regardless of airline nationality.
• Flights arriving in the United Kingdom on a UK carrier: UK261 may apply when the operating airline is a UK carrier.

Delay length that generally matters

For compensation, the key measure is usually the delay at arrival. In many common situations, compensation is associated with an arrival delay of three hours or more, subject to the airline’s ability to show extraordinary circumstances.

Extraordinary circumstances

Airlines may deny compensation if they can demonstrate that the delay was caused by extraordinary circumstances that could not have been avoided even if all reasonable measures had been taken. Whether a circumstance qualifies depends on the facts of the particular disruption. Passengers should still request a written reason for the delay and keep supporting evidence.

Compensation Amounts Under EU261/UK261

Where compensation is due, the amount is usually fixed and based primarily on flight distance. The amounts are typically set in euros under EU261 and mirrored under UK261 in local currency equivalents where applicable.

• Up to 1,500 km: €250 per passenger
• 1,500–3,500 km: €400 per passenger
• Over 3,500 km: €600 per passenger (in many cases)

Compensation is separate from any reimbursement of expenses for meals, accommodation, or transport that may be owed as part of the duty of care.

Care and assistance during long delays

EU261/UK261 can require airlines to provide assistance during qualifying delays. This commonly includes:

• Meals and refreshments in a reasonable relation to waiting time
• Two communications (for example, phone calls or emails)
• Hotel accommodation and transport where an overnight stay becomes necessary

Where passengers pay for necessary items themselves, they should retain receipts and keep spending reasonable.

How to Claim Flight Delay Compensation

A successful claim generally depends on presenting a clear timeline and evidence of eligibility. Passengers typically claim directly with the operating airline first. The operating airline is the carrier that actually operated the flight, which may differ from the brand shown on the booking.

Step-by-step claim process

• Confirm basic eligibility: route, operating airline, and arrival delay length.
• Collect evidence: booking confirmation, boarding pass, and proof of arrival time.
• Request the delay reason: ask the airline for the stated cause of the disruption.
• Submit a written claim: use the airline’s web form or email and request compensation under EU261/UK261 as applicable.
• Keep records: save copies of messages, screenshots, and all correspondence.

What to include in the claim

• Passenger full name(s) matching the booking
• Flight number and date of travel
• Departure and arrival airports
• Scheduled and actual arrival times (as precisely as possible)
• Bank details for payment if requested by the airline
• A brief statement requesting compensation under EU261/UK261

Documents to Keep

Claims are easier to support when passengers keep documents from the moment disruption occurs. Useful documents typically include:

• Boarding pass and booking confirmation (including e-ticket receipt)
• Proof of delay at arrival such as airport screen photos, airline messages, or timestamped communications
• Receipts for meals, hotels, or transport paid during the delay (where applicable)
• Written statements from airline staff if available
• Correspondence with customer service, including claim reference numbers

FAQ

Does a passenger need travel insurance to claim compensation?

EU261/UK261 compensation is a statutory right where conditions are met and does not depend on having travel insurance. Insurance may still help with additional costs, depending on the policy.

Is compensation based on delay at departure or arrival?

Compensation is typically assessed based on delay at arrival. Passengers should record the actual time the aircraft doors opened at the destination, where possible, since that can be relevant to arrival delay calculations.

Can passengers claim if the airline offered vouchers?

Passengers can consider vouchers carefully. Accepting vouchers may involve agreeing to terms that affect cash compensation. Passengers typically benefit from checking any written conditions before accepting.

What if the flight was operated by a different airline than the booking brand?

Claims are typically directed to the operating carrier. This is the airline that physically operated the flight, even where the ticket was sold under a code-share arrangement.

Can passengers claim compensation for a missed connection?

Where a delay causes a passenger to arrive at the final destination significantly late, compensation may be available if EU261/UK261 applies and the delay meets the relevant threshold, subject to extraordinary circumstances. Supporting documentation for the entire itinerary is important.

Conclusion

Flight delay compensation under EU261/2004 and UK261 can provide meaningful financial relief for passengers who arrive three hours or more late in qualifying situations. The strongest claims are typically those supported by clear evidence of the arrival delay, the booking details, and any expenses incurred. Passengers can improve outcomes by submitting a structured claim to the operating airline and keeping thorough records from the start of the disruption.