Azerbaijan Airlines (AZAL): How to claim step-by-step (US DOT rules) — What to Do

Flight Delay Compensation Under EU261/2004 and UK261

Passengers experiencing a disrupted journey may have statutory rights to care and, in many cases, financial compensation under EU Regulation 261/2004 (EU261) or its UK equivalent (UK261). These rules apply to many flights departing from the EU/EEA/Switzerland or the United Kingdom, and to certain flights arriving into those areas when operated by an eligible carrier. This guide explains common eligibility requirements, typical compensation amounts, and a practical claim process based on the legal framework.

Eligibility for Compensation

Eligibility depends on whether EU261 or UK261 applies, the length of the delay at arrival, the flight distance, and the reason for the disruption. Compensation is generally assessed by the delay at the final destination, not the departure delay.

When EU261 Applies

• Departing from an EU/EEA airport or Switzerland, regardless of airline nationality
• Arriving into the EU/EEA from a non-EU country when operated by an EU/EEA carrier

When UK261 Applies

• Departing from a UK airport, regardless of airline nationality
• Arriving into the UK from a non-UK country when operated by a UK carrier

Delay Thresholds That Commonly Trigger Compensation

For flight delays, compensation is typically available when passengers reach their final destination 3 hours or more позд than scheduled, provided the disruption was within the airline’s responsibility under the Regulation.

Extraordinary Circumstances and Airline Responsibility

Compensation may not be payable where the airline can prove the delay was caused by extraordinary circumstances that could not have been avoided even if all reasonable measures had been taken. In practice, airlines often rely on this exception for events outside their control. Passengers generally remain entitled to certain assistance (such as care) even when compensation is not payable, depending on the situation and delay length.

Compensation Amounts (EU261/UK261)

Compensation amounts are fixed and depend primarily on the flight distance and the arrival delay. The standard bands under EU261/UK261 for arrival delays of 3 hours or more are commonly:

• €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 UK261 claims, compensation is paid in pounds sterling at the applicable equivalent rate used for those claims. Depending on the exact routing and delay duration, reduced compensation may apply in some long-haul situations where the arrival delay is within certain ranges under the Regulation.

Right to Care and Assistance (Even Without Compensation)

EU261/UK261 can also require airlines to provide care and assistance when delays reach certain thresholds, regardless of whether the delay was caused by extraordinary circumstances. This may include:

• Meals and refreshments appropriate to the waiting time
• Access to communication (for example, phone calls or emails)
• Hotel accommodation and transport between the airport and hotel when an overnight stay becomes necessary

Where the airline does not provide the required care, passengers may be able to claim reimbursement for reasonable out-of-pocket expenses, supported by receipts.

How to Claim Flight Delay Compensation

A passenger’s claim usually follows a straightforward path: confirm applicability, gather evidence, submit a claim to the airline, and escalate if needed.

Step 1: Confirm the Regulation Applies

Passengers can assess whether EU261 or UK261 applies by checking the departure airport, arrival airport, and whether the operating carrier qualifies (particularly relevant for inbound flights to the EU/UK from outside).

Step 2: Check the Arrival Delay at the Final Destination

Compensation is typically linked to arrival time at the final destination on the booking (including connections). Passengers should use the time the aircraft door opens at the gate as a practical reference for arrival, as the relevant assessment focuses on when passengers are able to disembark.

Step 3: Submit the Claim to the Airline

Claims are usually submitted directly through the operating airline’s customer service channel or online form. The claim should request compensation under EU261/UK261 and include the booking details and arrival delay information.

Step 4: Escalate if the Claim Is Rejected or Ignored

If an airline rejects a claim, passengers may consider escalation routes such as the airline’s Alternative Dispute Resolution (ADR) body (where available), a national enforcement body with supervisory responsibilities, or court proceedings where appropriate. The suitable option can depend on the airline, departure and arrival countries, and the passenger’s location.

Documents and Evidence to Prepare

Well-documented claims tend to be easier to assess. Passengers commonly prepare:

• Booking confirmation and e-ticket details
• Boarding pass (or proof of check-in where available)
• Proof of arrival delay (airline notifications, screenshots, airport information, or travel timeline)
• Receipts for meals, hotels, transport, or other necessary expenses claimed as reimbursement
• Any written communication from the airline explaining the disruption

FAQ: EU261/UK261 Flight Delay Compensation

Does a departure delay automatically mean compensation?

Compensation is generally based on the arrival delay at the final destination. A long delay at departure may trigger assistance obligations, but compensation usually requires an arrival delay of at least 3 hours, subject to the airline’s defenses and circumstances.

Can connecting flights be included?

Where a journey is booked as a single itinerary, the relevant delay is usually measured at the final destination. A delay on an earlier segment that causes a missed connection can qualify if the arrival at the final destination is 3 hours or more позд, and the Regulation applies to the itinerary conditions.

Is compensation available when the airline provides vouchers or meals?

Care (meals, hotel, communications) and compensation are separate concepts. Providing care does not automatically remove eligibility for compensation, and compensation is not automatically replaced by vouchers unless the passenger agrees to an alternative arrangement consistent with applicable rules.

How long do passengers have to claim?

Claim time limits are influenced by the applicable legal framework and limitation rules in the relevant jurisdiction. Passengers should submit claims as soon as practical and retain evidence promptly after travel.

What if the airline says the delay was caused by extraordinary circumstances?

If an airline relies on extraordinary circumstances, it is generally expected to explain the reason and, where necessary, show that reasonable measures were taken to avoid the delay. Passengers may respond by requesting clarification and any supporting details relevant to the cause and mitigation.

Conclusion

EU261 and UK261 provide valuable protections for passengers facing significant flight delays, including potential fixed compensation and a separate right to care and assistance. Eligibility depends on the route, the operating carrier, the arrival delay at the final destination, and the cause of disruption. Passengers who prepare clear documentation and follow a structured claim process are better placed to secure the support and compensation available under the Regulations.