easyJet: Denied boarding compensation (UK261) — Explained Simply

Flight delay compensation under EU261/2004 and UK261

Flight disruptions can cause missed connections, extra expenses, and significant inconvenience. Under EU Regulation 261/2004 (EU261) and its UK equivalent (UK261), eligible passengers may have the right to fixed compensation and assistance when flights are delayed, cancelled, or when boarding is denied. This guide explains who may qualify, how much compensation may be available, and how to make a claim in a practical, step-by-step way.

Eligibility for EU261/2004 and UK261 compensation

EU261 may apply when a passenger departs from an airport in the EU/EEA/Switzerland on any airline, or when the passenger arrives in the EU/EEA on an EU/EEA carrier. UK261 may apply when a passenger departs from the UK on any airline, or arrives in the UK on a UK or EU carrier, depending on the circumstances and routing.

When a delay can trigger compensation

Compensation is typically linked to the delay at the final destination. In practice, the key point is the arrival delay when the aircraft door opens at the destination. A delay of 3 hours or more at arrival may lead to compensation, provided the disruption was within the airline’s responsibility.

Examples of scenarios that may be covered

• Departing the EU/EEA/Switzerland: any airline departing from an EU/EEA/Swiss airport may fall under EU261.
• Arriving in the EU/EEA: EU/EEA carriers arriving into the EU/EEA from a non-EU country may fall under EU261.
• Departing the UK: any airline departing from a UK airport may fall under UK261.
• Arriving in the UK: UK carriers (and, in specific circumstances, EU carriers) arriving into the UK may fall under UK261.

When compensation may be refused

Airlines may refuse compensation when the delay or cancellation was caused by extraordinary circumstances that could not have been avoided even if all reasonable measures had been taken. Each claim depends on the facts, and passengers should expect airlines to ask for the reason for the disruption and what measures were taken.

Compensation amounts for flight delays

EU261 and UK261 set fixed compensation amounts based primarily on flight distance and the length of the arrival delay. The compensation amounts are commonly set out in euros under EU261. Under UK261, the equivalent amounts apply in pounds sterling as implemented in UK law.

Standard compensation bands

• Up to 1,500 km: €250 (or UK equivalent under UK261) when the arrival delay is 3 hours or more.
• 1,500 km to 3,500 km: €400 (or UK equivalent under UK261) when the arrival delay is 3 hours or more.
• Over 3,500 km: €600 (or UK equivalent under UK261) for long-haul delays that meet the relevant thresholds.

For some long-haul cases, reduced compensation may apply depending on the length of the delay and the type of disruption. The airline’s assessment usually follows the rules on distance, delay length at final destination, and whether the conditions for reduction apply.

Right to care during delays

EU261 and UK261 also provide a right to care in qualifying delay situations. This is separate from compensation and may apply even where compensation is not payable.

What the airline may need to provide

• Meals and refreshments appropriate to the waiting time
• Two communications such as phone calls, emails, or similar
• Hotel accommodation when an overnight stay becomes necessary
• Transport between the airport and hotel where accommodation is provided

If the airline does not proactively provide assistance, passengers may buy reasonable necessities and later request reimbursement, keeping clear itemised receipts.

How to claim EU261/UK261 compensation

Most claims follow a similar path: confirm the regulation applies, confirm the arrival delay, collect evidence, and submit a written claim to the airline.

Step-by-step claim process

• Confirm eligibility: check the departure and arrival airports, operating carrier, and the arrival delay at the final destination.
• Identify the cause: note what was announced and request the disruption reason in writing where possible.
• Prepare evidence: keep booking confirmation, boarding pass, and any airline messages about the delay or cancellation.
• Submit a claim to the airline: use the airline’s official claim form or customer relations channel and specify EU261/UK261.
• Keep records: save all communications, dates, and reference numbers.
• Escalate if needed: if the airline rejects or does not respond, escalation options may include an approved alternative dispute resolution body (where applicable) or the relevant national enforcement approach depending on routing.

What to include in the claim

• Passenger details: full name and contact information
• Flight details: flight number, date, booking reference, and route
• Arrival delay: the arrival time compared to the scheduled arrival time
• Requested amount: the fixed compensation band applicable by distance
• Bank details: where the airline requests these for payment

Documents to keep for a strong claim

Good documentation helps resolve disputes about delay length, rerouting, and the disruption cause.

• Booking confirmation showing passenger names and itinerary
• Boarding pass or check-in confirmation
• Proof of delay such as airline emails, SMS messages, screenshots of status updates, or airport display photos
• Receipts for meals, transport, and accommodation if reimbursement is needed
• Notes of announcements made at the airport and the times they were made

Frequently asked questions

Does EU261/UK261 cover missed connections?

If flights are on a single booking and the passenger arrives at the final destination 3 hours or more late, compensation may be available when the regulation applies and the delay was within the airline’s responsibility.

Can compensation apply to cancellations?

EU261 and UK261 also cover cancellations, including rights to rerouting or refund and, in eligible cases, fixed compensation. The exact outcome depends on notice periods, rerouting offered, and the cause of the cancellation.

Is compensation separate from refunds and expenses?

Fixed compensation is separate from the right to care and separate from a refund or rerouting options. Reimbursement for reasonable expenses may be possible where the airline failed to provide care, and receipts are available.

Does a voucher have to be accepted?

Passengers are not generally required to accept vouchers in place of money. Where an airline offers a voucher, passengers may request payment by the method permitted under the applicable rules and the airline’s lawful process.

Conclusion

EU261/2004 and UK261 can provide meaningful protection when flights are severely delayed, cancelled, or when boarding is denied. Eligibility depends on the route, operating carrier, arrival delay at the final destination, and whether the disruption was within the airline’s responsibility. A well-documented, clearly written claim submitted directly to the airline is often the most effective first step, with escalation options available if the initial response is unsatisfactory.