LOT Polish Airlines: Missed connection compensation (UK261) — Explained Simply

Flight Delay Compensation Guide (EU261/2004 and UK261)

Passengers facing disruption may have rights to flight delay compensation under EU261/2004 or UK261 (the UK’s retained version of EU261). These rules can apply when a flight arrives significantly late, is cancelled, or when boarding is denied in certain circumstances. This guide explains who may be eligible, what compensation amounts may be available, how to claim, and which documents to keep.

When EU261/2004 or UK261 Applies

Eligibility depends on the flight’s route, operating carrier, and where the disruption occurred. In general:

• EU261/2004 may apply to flights departing from an EU/EEA airport (and certain other covered territories), and to flights arriving into the EU/EEA when operated by an EU/EEA carrier.
• UK261 may apply to flights departing from a UK airport, and to flights arriving into the UK when operated by a UK carrier.

These protections typically apply to passengers with a confirmed reservation who checked in on time (unless check-in was not required due to the disruption) and who were travelling on a fare available to the public (including most reward flights).

Eligibility for Flight Delay Compensation

Arrival delay threshold

Compensation for delay is generally linked to the delay at final destination (not departure time). A delay of 3 hours or more on arrival is commonly the threshold at which compensation may become payable, provided the cause is not an extraordinary circumstance and the airline is responsible.

Extraordinary circumstances

Airlines may refuse compensation when the delay was caused by extraordinary circumstances that could not have been avoided even if all reasonable measures had been taken. Examples often cited include certain severe weather, air traffic control restrictions, security risks, and some airport operational issues. Each case depends on specific facts, and the airline should explain the reason for the disruption.

Connecting flights and final destination

For journeys with connections under a single booking, the relevant delay is normally measured at the final destination. If a first-leg delay causes a missed connection and late arrival at the end of the itinerary, compensation can still be possible if the journey falls within EU261/UK261 scope and the disruption is within the airline’s responsibility.

Compensation Amounts (EU261/UK261)

Compensation is usually determined by flight distance and the length of the delay. Under EU261/UK261, standard amounts are commonly described in bands:

• €250 (or UK261 sterling equivalent) for flights up to 1,500 km
• €400 (or UK261 sterling equivalent) for flights between 1,500 km and 3,500 km (and certain other covered routes)
• €600 (or UK261 sterling equivalent) for longer flights (typically over 3,500 km)

In some situations, the compensation may be reduced (for example, where the arrival delay is within certain shorter thresholds on longer routes). The airline should confirm the calculation used.

Right to Care and Assistance During Delays

Separate from compensation, EU261/UK261 can require airlines to provide care and assistance when passengers are delayed, depending on the length of delay and flight distance. This may include:

• Meals and refreshments appropriate to waiting time
• Two communications (such as phone calls or emails)
• Hotel accommodation and transport to/from the hotel when an overnight stay becomes necessary

If the airline does not provide care at the airport, passengers should keep receipts for reasonable expenses and request reimbursement, as permitted by the rules.

How to Make a Flight Delay Compensation Claim

Step 1: Confirm the disruption details

Passengers should identify the operating carrier (the airline that operated the flight), the scheduled and actual arrival time, and the final destination on the booking. Compensation decisions are typically tied to arrival time at the final destination.

Step 2: Ask the airline for the reason in writing

A clear written explanation of the cause of the delay can be important, particularly where the airline suggests extraordinary circumstances. Airport screens and general announcements may not provide enough detail for a fair assessment.

Step 3: Submit the claim to the airline

Most airlines provide an online EU261/UK261 claim form. The claim should include booking details, passenger names, flight information, and a concise request for compensation under EU261/2004 or UK261, as applicable.

Step 4: Escalate if necessary

If the airline rejects the claim and the passenger believes the decision is incorrect, options may include using the airline’s alternative dispute resolution process (where available) or submitting a complaint to the relevant national enforcement body. Court action may be possible in some circumstances, depending on jurisdiction and deadlines.

Documents to Keep

Strong documentation improves the likelihood of a smooth claim. Passengers should keep:

• Booking confirmation and e-ticket/itinerary
• Boarding pass (or proof of check-in)
• Receipts for meals, transport, and accommodation (if claiming reimbursement)
• Photos of airport information boards (optional but helpful)
• Written communications from the airline about the delay or rebooking

FAQ

Does compensation depend on the reason for the delay?

Yes. Compensation is generally payable when the delay is within the airline’s responsibility and not due to extraordinary circumstances. The airline should be able to explain the cause and what measures were taken.

Is compensation based on departure delay or arrival delay?

Compensation for delay is typically assessed based on the delay at arrival at the final destination.

Can passengers claim both a refund and compensation?

Rights can differ depending on whether the flight was delayed, cancelled, or passengers were rerouted. In many cases, passengers may have a choice between rerouting and reimbursement when travel is no longer useful due to disruption. Compensation may still be considered separately if the legal conditions are met.

Do passengers have rights if the airline provides vouchers?

Airlines may offer vouchers as a goodwill gesture. Passengers should check the terms carefully. Accepting a voucher may, in some cases, involve agreeing to conditions that affect other rights. Where possible, passengers may request payment by bank transfer or other methods offered by the airline.

Conclusion

EU261/2004 and UK261 can provide meaningful protection when flights are severely delayed, including compensation in qualifying cases and care during the wait. Passengers can improve outcomes by documenting the delay, requesting the reason in writing, and submitting a clear claim to the operating airline with supporting evidence.