Emirates: Missed connection compensation (US DOT rules) — Explained Simply

Flight Delay Compensation Under EU261/2004 and UK261

Passengers flying to, from, or within Europe may be entitled to flight delay compensation under EU Regulation 261/2004 (EU261) or the UK equivalent (UK261). These rules can apply when a flight arrives significantly late and the airline is responsible for the disruption. This guide explains when compensation may be available, how much it can be, and how to make a practical, well-documented claim.

Eligibility for Flight Delay Compensation

EU261 applies to flights departing from an EU/EEA airport (including Iceland, Norway, and Switzerland) on any airline, and to flights arriving in the EU/EEA operated by an EU/EEA-based airline. UK261 applies similarly for the United Kingdom: it covers flights departing from a UK airport on any airline, and flights arriving in the UK operated by a UK or EU/EEA-based airline, subject to the specific post-Brexit retained regulation framework.

Minimum delay required

Compensation is generally linked to arrival delay. A delay measured at arrival time (when at least one aircraft door opens and passengers are permitted to disembark) is commonly used to assess delay length. Under EU261/UK261, compensation may be due when the passenger arrives at the final destination 3 hours or more later than scheduled, provided no extraordinary circumstances apply.

Covered bookings and routes

Eligibility typically requires a confirmed reservation and timely check-in (unless the airline prevented check-in). The rules generally cover:

• Flights departing from the EU/EEA on any airline
• Flights arriving into the EU/EEA operated by an EU/EEA airline
• Flights departing from the UK on any airline
• Flights arriving into the UK operated by a UK or EU/EEA airline

Where a journey involves connections booked under one reservation, the arrival delay at the final destination is typically what matters for compensation assessment.

Extraordinary circumstances (when compensation can 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. These may include certain severe weather events, air traffic control restrictions, security risks, and some airport closures. Whether a situation qualifies depends on the facts of the disruption and the airline’s actions.

Routine technical issues are not automatically extraordinary; the airline must show that the cause truly fell outside normal operations and that it took reasonable steps to avoid or mitigate the delay.

Compensation Amounts Under EU261/UK261

EU261/UK261 compensation amounts are set by law and generally depend on flight distance and delay length. For delays of 3 hours or more at arrival, the standard amounts are commonly:

• €250 for flights up to 1,500 km
• €400 for flights within the EU/EEA over 1,500 km, and for other flights between 1,500 km and 3,500 km
• €600 for flights over 3,500 km

For certain long-haul itineraries, the amount may be reduced in limited circumstances depending on the delay duration. The practical approach is to calculate distance and confirm the final arrival delay before selecting the correct compensation band.

Right to care (separate from compensation)

Even when compensation is not owed due to extraordinary circumstances, passengers may still have a right to care and assistance during qualifying delays. This may include meals and refreshments, communications, and where necessary, hotel accommodation and transport between the airport and hotel. The threshold depends on route length and delay duration.

How to Claim Flight Delay Compensation

A passenger typically claims compensation directly from the operating airline. The most effective claims are clear, factual, and supported by evidence, focusing on the scheduled versus actual arrival time and the reason for the disruption as communicated by the airline.

Step-by-step claim process

• Confirm coverage: verify whether EU261 or UK261 applies based on departure/arrival airport and airline status.
• Confirm arrival delay: use the arrival time at the final destination (door opening) rather than takeoff delay.
• Identify the operating carrier: claims are generally directed to the airline that operated the flight, not necessarily the marketing carrier on the ticket.
• Submit a written claim: use the airline’s claims form or customer relations channel, referencing EU261/UK261 and stating the requested compensation amount.
• Keep communication in writing: retain submission confirmation emails, case numbers, and responses.
• Escalate if needed: where an airline refuses without adequate justification, passengers may consider escalation to an appropriate alternative dispute resolution body (if available) or the relevant national enforcement framework, or pursue court action where appropriate.

Common reasons airlines reject claims (and what typically helps)

• “Extraordinary circumstances”: request a clear explanation of the specific cause and what reasonable measures were taken to avoid the delay.
• Delay under 3 hours: confirm final destination arrival time and whether re-routing affected arrival delay.
• Not eligible due to route/airline: double-check whether the flight departed from the EU/EEA/UK or arrived on a qualifying carrier.
• Missed connection issues: provide evidence that the itinerary was on a single booking and show the final arrival delay.

Documents and Evidence to Support a Claim

A well-prepared claim usually includes documentation showing the reservation, the flight taken, and the extent of the delay.

• Booking confirmation showing passenger name(s), flight number(s), and itinerary
• Boarding pass or proof of travel
• Proof of delay such as airline emails/texts, airport screenshots, or written announcements where available
• Receipts for meals, accommodation, or transport purchased due to the delay (for reimbursement requests under right to care)
• Record of communications with the airline, including claim reference numbers and responses

FAQ

Does a passenger need to accept vouchers instead of cash compensation?

EU261/UK261 compensation is typically payable in money (such as bank transfer). Airlines may offer vouchers, but passengers are generally not required to accept them in place of monetary payment.

Is compensation available for delays caused by weather or air traffic control?

Weather and air traffic control restrictions can qualify as extraordinary circumstances in many cases, which may mean compensation is not owed. However, passengers may still be entitled to care and assistance, and the airline should provide a clear explanation of the cause and what was done to mitigate the disruption.

What if the flight is delayed and then cancelled?

A cancellation can trigger separate EU261/UK261 rights. Depending on timing, notice, re-routing, and the cause, passengers may be entitled to re-routing or a refund and may also be entitled to compensation unless extraordinary circumstances apply.

Can compensation be claimed for a missed connection?

If the itinerary was booked under one reservation and the passenger arrived at the final destination 3 hours or more late, compensation may be available under EU261/UK261 depending on route eligibility and the cause of the disruption.

Is right to care available even when compensation is not?

Yes. Care and assistance can apply during qualifying delays regardless of whether the airline later argues extraordinary circumstances, provided the legal thresholds are met.

Conclusion

EU261/UK261 flight delay compensation can provide meaningful recovery when an airline-controlled delay causes arrival 3 hours or more late. A successful claim typically depends on confirming the applicable regulation, documenting the arrival delay at the final destination, and presenting a clear written request supported by evidence. Even where compensation is not available due to extraordinary circumstances, passengers may still have enforceable rights to care and assistance during the disruption.