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Flight Delay Compensation (EU261/2004 and UK261): What Passengers Can Claim

Flight delays can disrupt work, holidays, and onward connections. Under EU261/2004 and UK261, passengers may be entitled to fixed-sum compensation and assistance when a flight arrives significantly late, unless the airline can prove the delay was caused by extraordinary circumstances. This guide explains when flight delay compensation may apply, how much passengers can claim, and how to file a claim in a practical, evidence-led way.

Eligibility for flight delay compensation

Eligibility depends on the route, the operating airline, the length of the delay at arrival, and the cause of the delay. EU261/2004 applies to many flights connected to the EU/EEA and certain other territories; UK261 applies similarly for the United Kingdom.

Which flights are covered

• EU261/2004: Typically applies to flights departing from an EU/EEA airport (and certain associated territories) regardless of airline, and to flights arriving into the EU/EEA operated by an EU/EEA carrier.
• UK261: Typically applies to flights departing from a UK airport regardless of airline, and to flights arriving into the UK operated by a UK carrier.

The key operational point is that the rules generally track either the place of departure or (in some cases) the carrier when arriving into the jurisdiction.

Delay length is measured at arrival

For compensation, the relevant measurement is usually the delay at the passenger’s final destination arrival (when at least one aircraft door is opened and passengers are permitted to disembark). In many cases, compensation becomes available when the arrival delay is 3 hours or more.

Extraordinary circumstances can remove the right to compensation

Airlines may deny compensation if the delay was caused by extraordinary circumstances that could not have been avoided even if all reasonable measures had been taken. Examples commonly argued include certain air traffic control restrictions, severe weather, and some security risks. Ordinary technical or operational issues are not automatically extraordinary; eligibility depends on the specific facts and evidence.

Connecting flights and final destination

Where passengers travel on connecting itineraries, the arrival delay is assessed at the final destination on the booking. If a missed connection causes a late arrival of 3 hours or more, passengers may still qualify, subject to the same coverage and extraordinary circumstances analysis.

Compensation amounts under EU261/2004 and UK261

When eligible, compensation is generally fixed by distance bands and paid per passenger. The core EU261/UK261 compensation brackets are:

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

For certain long-haul journeys, the regulation allows reduced compensation in some re-routing scenarios where the arrival delay falls within specified limits, depending on the distance and the length of the delay. Airlines also cannot require passengers to accept vouchers instead of money; passengers may accept vouchers only if they agree voluntarily.

Right to care and assistance during a delay

Separate from cash compensation, EU261/2004 and UK261 provide a right to assistance when delays reach certain thresholds. Depending on flight distance and delay length, airlines should provide:

• Meals and refreshments in reasonable relation to waiting time
• Two communications (for example, phone calls, emails, or faxes)
• Hotel accommodation and transport between the airport and accommodation when an overnight stay is necessary

If the airline fails to provide care, passengers should keep receipts for reasonable expenses and request reimbursement. Passengers should remain cautious and avoid luxury spending that could be challenged as unreasonable.

How to claim flight delay compensation

A flight delay compensation claim is typically made directly to the operating airline. The main steps are:

• Identify the operating carrier (the airline that actually operated the flight, not necessarily the brand that sold the ticket).
• Check coverage under EU261/2004 or UK261 based on route and carrier.
• Calculate arrival delay at the final destination.
• Submit a written claim via the airline’s online form or customer relations contact point, requesting compensation under EU261/2004 or UK261 as applicable.
• Keep the claim factual: flight number, date, booking reference, scheduled and actual arrival time, and the compensation amount requested.

If the airline rejects the claim, passengers can ask for the specific reason and any supporting evidence (for example, whether the airline contends extraordinary circumstances). Where appropriate, escalation may include an approved alternative dispute resolution scheme (if available for the carrier) or the relevant national enforcement framework, and in some cases court action. The best route depends on jurisdiction, airline, and the evidence available.

Documents and evidence to support a claim

Strong documentation increases the likelihood of a successful claim and speeds up processing. Passengers should retain:

• Booking confirmation and itinerary showing the final destination
• Boarding pass (where available) and any check-in confirmation
• Proof of the delay at arrival (screenshots of arrival boards, airline messages, or travel app logs)
• Receipts for meals, transport, and accommodation if claiming reimbursement for care
• Written communications from the airline about the cause of the delay

Where a delay involves a missed connection, evidence should show how the late arrival on the first segment affected the final arrival time.

FAQ

Does a passenger get compensation for a delay under 3 hours?

Compensation is usually linked to an arrival delay of 3 hours or more. Shorter delays may still trigger the airline’s duty of care depending on the waiting time and distance.

Is compensation owed if the airline offers hotel and meals?

Care and assistance are separate from cash compensation. Providing meals or a hotel does not remove the potential right to compensation if the eligibility requirements are met and extraordinary circumstances do not apply.

Can compensation be claimed for a missed connection?

Compensation may be available if the itinerary is on a single booking and the passenger arrives at the final destination 3 hours or more late, subject to route coverage and whether extraordinary circumstances caused the delay.

How should passengers respond if the airline says “extraordinary circumstances”?

Passengers can request a clear explanation of the cause and why it qualifies as extraordinary, plus details of reasonable measures allegedly taken. Claims often turn on the specific facts and evidence rather than general statements.

Can passengers claim both a refund and compensation?

Refund and re-routing rights depend on circumstances such as the length of delay and whether the passenger chooses to travel. Compensation is a separate entitlement. The correct remedy depends on what happened and the option the passenger selected.

Conclusion

EU261/2004 and UK261 can provide meaningful flight delay compensation and practical support when journeys go wrong. Passengers who document the delay, understand route coverage, and submit a clear claim to the operating airline are typically in the best position to recover compensation where eligible and to be reimbursed for reasonable out-of-pocket care costs when the airline does not provide assistance.