Air France: Flight cancellation compensation (UK261) — Complete Guide

Flight Delay Compensation Guide (EU261/2004 and UK261)

Air passengers may be entitled to flight delay compensation when a journey is disrupted and the airline is responsible. Under EU261/2004 (for eligible flights connected to the EU/EEA/Switzerland) and UK261 (the UK’s retained version of EU261), fixed-sum compensation can be available for long delays, alongside separate rights to care and assistance at the airport. This guide explains eligibility, compensation amounts, how to claim, what documents to keep, and answers to common questions.

Eligibility for flight delay compensation

Compensation for a delayed flight depends on where the flight departed from, which airline operated the flight, the length of the delay at arrival, and whether the disruption was within the airline’s control.

When EU261/2004 can apply

• Departing from the EU/EEA/Switzerland: EU261 generally applies regardless of the airline’s nationality.
• Arriving in the EU/EEA/Switzerland on an EU/EEA/Swiss carrier: EU261 generally applies when the operating carrier is based in the EU/EEA/Switzerland.

When UK261 can apply

• Departing from the UK: UK261 generally applies regardless of the airline’s nationality.
• Arriving in the UK on a UK carrier: UK261 generally applies when the operating carrier is UK-based.

Delay length that matters for compensation

For compensation (as opposed to “right to care”), the key measure is usually the delay at final destination. Compensation is typically available when a passenger arrives 3 hours or more later than scheduled, provided the disruption is not caused by extraordinary circumstances.

Extraordinary circumstances (when compensation is usually not owed)

Airlines may refuse compensation if they can show the delay was caused by extraordinary circumstances that could not have been avoided even if all reasonable measures had been taken. These are fact-specific, but typically include events outside the airline’s control.

Situations where compensation is more likely

Compensation is generally more likely when the delay is attributable to matters within the airline’s operational control, such as certain technical or operational issues. Each claim depends on the documented cause and what steps the airline took.

Compensation amounts under EU261/UK261

Under EU261/2004 and UK261, compensation is fixed by distance and delay. Amounts are set in euros under EU261 and in pounds sterling under UK261 (often aligned to the euro amounts).

• €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

Important notes about compensation

• Distance is based on the route to the final destination, which matters for multi-leg itineraries booked as one journey.
• The delay is measured at arrival (when at least one aircraft door is opened and passengers can disembark), not at departure.
• Compensation is separate from refunds and expenses. A passenger may have the right to reimbursement of certain costs or a refund/reroute depending on the circumstances.

Right to care and assistance during the delay

Even when compensation is not payable, passengers can still have rights to help at the airport once a delay passes certain thresholds (depending on flight distance). This generally includes meals and refreshments, two communications (such as calls or emails), and hotel accommodation and transport when an overnight stay becomes necessary.

How to claim flight delay compensation

A claim is usually made directly to the operating airline. The process is similar under EU261 and UK261.

Step-by-step claim process

• Gather evidence of the delay and booking (boarding pass, e-ticket, booking confirmation, and any airline messages).
• Confirm eligibility by checking route, operating carrier, and arrival delay (3+ hours is the typical threshold for compensation).
• Submit the claim to the airline using its official EU261/UK261 form or customer relations channel.
• Request the correct compensation amount based on flight distance and arrival delay.
• Keep written records of all communications and responses.

Claim wording to use

Passengers typically reference “compensation under EU Regulation 261/2004” or “compensation under UK261” and state the flight number, date, booking reference, and arrival delay at the final destination.

What documents to keep

Strong documentation makes a delay compensation claim easier to assess and reduces back-and-forth with the airline.

• Booking confirmation showing passenger names and itinerary
• Boarding pass (or proof of check-in)
• Proof of delay (arrival time evidence, airport screenshots, airline notifications, or photos of departure boards)
• Receipts for reasonable meals, transport, and accommodation (if the airline did not provide care)
• Any written explanation from the airline about the cause of delay

FAQ

Is compensation available for a delay if the flight still operated?

Yes. Compensation can be available even if the flight departs and arrives later than scheduled, provided the arrival delay at the final destination is at least 3 hours and the cause is not extraordinary circumstances.

Does compensation depend on the ticket price?

No. EU261/UK261 compensation is fixed and based primarily on flight distance and length of delay, not the fare paid.

Can a passenger claim both compensation and expenses?

Potentially yes. Fixed compensation covers inconvenience, while reimbursement of reasonable expenses can relate to the airline’s separate duty of care during significant delays. Each is assessed on its own rules and evidence.

What if the delay caused a missed connection?

If the itinerary was booked as a single journey and the passenger arrived at the final destination 3 hours or more late, compensation may be available depending on route eligibility and cause.

What if the airline denies the claim?

A passenger can ask the airline to provide the reason for refusal in writing and keep all supporting evidence. Depending on the jurisdiction and route, escalation options may include alternative dispute resolution (if offered by the airline) or further formal complaint routes. Any escalation should remain consistent with EU261/UK261 requirements.

Conclusion

Flight delay compensation under EU261/2004 and UK261 can provide a fixed payment for long delays when the airline is responsible, while separate rights may cover care, assistance, and certain expenses during the disruption. A well-documented claim that clearly states the flight details, arrival delay, and applicable regulation often improves the likelihood of a timely resolution.