British Airways: Flight delay compensation (UK261) — How It Works

Flight Delay Compensation Under EU261/2004 and UK261

Flight disruption can quickly turn a straightforward trip into a stressful experience. When a flight is delayed, passengers may have rights to fixed compensation and assistance under EU Regulation 261/2004 (EU261) or its UK equivalent (UK261). This guide explains, in practical terms, when compensation may be owed, how much it can be, and how to make a claim.

Eligibility for Flight Delay Compensation

EU261 may apply when a flight departs from an airport in the EU/EEA/Switzerland (regardless of airline), or when it arrives in the EU/EEA/Switzerland on an EU/EEA/Swiss carrier. UK261 may apply when a flight departs from the UK (regardless of airline), or arrives in the UK on a UK carrier. The specific facts of the itinerary and the operating carrier typically determine which regime applies.

Minimum delay threshold

For compensation purposes, the key metric is usually the delay at final destination (arrival delay), not the delay at departure. Compensation may be due when the passenger arrives at the final destination at least 3 hours later than scheduled.

Covered passengers and bookings

• Passengers generally must have a confirmed reservation and present for check-in on time (subject to any published check-in deadlines).
• Flights booked with points or miles can still be covered if the booking was available to the public and the passenger held a valid ticket.
• Compensation rights typically attach to the operating carrier (the airline that operated the flight), even if the ticket was purchased through a travel agent or on a codeshare.

Situations where compensation may be refused

Airlines may refuse compensation if the delay was caused by extraordinary circumstances that could not have been avoided even if all reasonable measures had been taken. Examples may include severe weather, air traffic control restrictions, or certain security risks. Technical and operational issues may or may not qualify depending on the facts and the applicable legal interpretation, so claims often depend on the airline’s specific reason for the disruption and the supporting evidence.

Compensation Amounts for Delayed Flights

When eligible, compensation is typically fixed and based on flight distance, not ticket price. Under EU261, amounts are set in euros. Under UK261, the amounts are set in pounds sterling, broadly matching the EU amounts.

EU261 compensation bands (in euros)

• €250 for flights up to 1,500 km
• €400 for flights within the EU over 1,500 km and for other flights between 1,500 km and 3,500 km
• €600 for flights over 3,500 km (generally long-haul)

UK261 compensation bands (in pounds)

• £220 for flights up to 1,500 km
• £350 for flights between 1,500 km and 3,500 km, and certain longer intra-UK/EU-equivalent categories
• £520 for flights over 3,500 km

Potential reductions

For some long-haul journeys, compensation may be reduced when the passenger is rerouted and arrives within a specified time window. The exact reduction rules depend on flight distance and arrival delay. In practice, the airline’s rerouting offer and the final arrival time are key.

Right to Care: Meals, Accommodation, and Rebooking

Separate from compensation, EU261/UK261 may require airlines to provide assistance during significant delays. This is often referred to as the “right to care.”

Typical assistance during delays

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

Rebooking or refund options

When delays are severe, passengers may be entitled to choose between re-routing to the final destination at the earliest opportunity (or at a later date at the passenger’s convenience, subject to seat availability) and a refund of the unused ticket. The precise trigger points can be fact-specific, but passengers should keep written records of any options offered and the selections made.

How to Claim Flight Delay Compensation

Compensation claims are typically made directly to the operating airline. A clear, well-documented claim often improves the chance of a timely resolution.

Step-by-step claim approach

• Identify the applicable regime (EU261 or UK261) based on the departure/arrival airport and the airline’s operating status.
• Confirm arrival delay at the final destination, including missed connections on the same booking.
• Request the airline’s disruption reason in writing, if not already provided.
• Submit the claim through the airline’s official EU261/UK261 claim channel, attaching supporting documents.
• Keep records of submission confirmations, emails, and any phone call notes.

Time limits for bringing a claim

Limitation periods vary by country and legal route. For UK261 claims brought in the UK, passengers commonly rely on the general contract limitation period, which is typically six years in England and Wales. Other jurisdictions can differ. Passengers generally benefit from submitting claims as soon as possible while records remain available.

Documents and Evidence to Support a Claim

Airlines typically assess claims faster when passengers provide clear documentation. Passengers should retain travel documents even after travel is completed.

Recommended documents

• Booking confirmation and e-ticket receipt
• Boarding pass (or proof of check-in)
• Receipts for reasonable expenses (meals, transport, hotel) if the airline did not provide care
• Proof of arrival time (for example, the airline’s message, airport records where available, or screenshots of flight status)
• Written notifications from the airline stating the disruption reason, if provided

FAQ: Flight Delay Compensation

Does compensation depend on the ticket price?

EU261/UK261 compensation is typically fixed by flight distance and arrival delay, not by ticket price.

Does a missed connection count as a delay?

If the itinerary is on a single booking and the passenger arrives at the final destination 3 hours or more late, compensation may be due even if the first flight was delayed by less than 3 hours.

Is compensation available when the airline blames weather or air traffic control?

Airlines may deny compensation for extraordinary circumstances, which can include severe weather or air traffic control restrictions. However, the airline generally must be able to explain the cause and show that reasonable measures could not have avoided the delay.

Can a passenger claim both expenses and compensation?

Compensation and the right to care address different obligations. When eligible, a passenger may seek fixed compensation and also request reimbursement of reasonable, necessary expenses incurred because required assistance was not provided.

Who pays compensation on a codeshare flight?

The operating carrier is typically responsible, even if the ticket was sold under another airline’s flight number.

Conclusion

EU261 and UK261 can provide meaningful protection when a flight arrives at least 3 hours late, including fixed compensation in many cases and practical assistance during long waits. A successful claim typically depends on identifying the applicable regime, confirming the arrival delay at the final destination, and keeping strong documentation. When an airline refuses compensation, the stated reason for the delay and the available evidence often determine the next steps.