Flydubai: Flight cancellation compensation (Turkey SHY Passenger) — Complete Guide

Flight Delay Compensation Under EU261/2004 and UK261

Flight disruptions can derail plans, create unexpected costs, and leave passengers unsure of their rights. Under Europe’s passenger rights rules—EU261/2004 and the UK’s retained equivalent, commonly referred to as UK261—eligible travelers may be entitled to fixed compensation and additional “right to care” support when a flight is delayed, cancelled, or when boarding is denied. This guide explains eligibility, compensation amounts, how the claim process works, and what documents typically support a claim.

Eligibility for Compensation

Compensation eligibility depends on multiple factors, including the departure and arrival locations, the airline’s operating carrier, and the length and cause of the disruption. EU261/2004 generally applies to flights departing from an EU/EEA airport (plus Switzerland), and to flights arriving into the EU/EEA (plus Switzerland) when operated by an EU/EEA carrier. UK261 generally applies to flights departing from the UK, and to flights arriving into the UK when operated by a UK or EU/EEA carrier, subject to the rules in force at the time of travel.

When a delay can qualify

Compensation is typically linked to the length of delay at final arrival. As a practical rule, a delay of three hours or more at arrival can trigger compensation, provided the airline is responsible under the regulation and the disruption was not caused by extraordinary circumstances.

Extraordinary circumstances

Airlines may deny compensation when the delay was caused by extraordinary circumstances that could not have been avoided even if all reasonable measures had been taken. Examples can include certain severe weather events or air traffic control restrictions. Ordinary operational issues within the airline’s control—such as many technical or crew-scheduling problems—may not qualify as extraordinary circumstances. Each situation depends on specific facts, and passengers should request a clear written explanation from the airline when compensation is refused.

Connecting flights and final destination timing

For itineraries with connections on a single booking, the relevant delay is measured at the final destination shown on the ticket. A short delay on an earlier segment can still result in a three-hour-or-more arrival delay at the final destination, which may support eligibility if the regulation applies to the journey.

Compensation Amounts (Fixed Sums)

When compensation is due, EU261/2004 provides fixed amounts based on flight distance. Under UK261, the structure is similar, though compensation may be paid in pounds sterling depending on the airline and the claim route. The standard EU261 amounts are:

• €250 for flights up to 1,500 km
• €400 for intra-EU flights over 1,500 km and for other flights between 1,500 km and 3,500 km
• €600 for flights over 3,500 km

Possible reduction for rerouting on long-haul itineraries

In some circumstances—particularly where rerouting results in a shorter delay at arrival for longer-distance flights—the airline may be able to reduce the compensation by 50%. The reduction depends on the flight category and the delay length at arrival after rerouting.

Right to Care: Meals, Accommodation, and Communications

Separate from fixed compensation, EU261/2004 and UK261 include a “right to care” when delays reach certain thresholds. This can include reasonable meals and refreshments, two means of communication (such as calls or emails), and hotel accommodation (plus transport to the hotel) where an overnight stay becomes necessary. These duties can apply even when extraordinary circumstances prevent compensation.

Reimbursement of reasonable expenses

If the airline does not provide care directly, passengers may be able to claim reimbursement for reasonable, proportionate expenses. Receipts and a clear record of what was purchased and why it was necessary can materially improve reimbursement chances.

Claim Process

A practical claim process typically follows a structured approach focused on gathering evidence and applying to the correct operating carrier.

• Identify the correct regulation: Determine whether EU261/2004 or UK261 applies based on route and operating carrier.
• Confirm the arrival delay: Use the actual time the aircraft door opened at the final destination, not the scheduled arrival time.
• Request compensation from the operating airline: Claims should be submitted to the airline that operated the disrupted flight, even if the ticket was purchased from another airline or agency.
• Keep communication in writing: Written responses help establish the airline’s stated reason for the delay.
• Escalate if necessary: If the airline rejects or ignores the claim, passengers may consider the airline’s alternative dispute resolution route (where available) or the relevant national enforcement body, depending on the itinerary and jurisdiction.

Time limits

Time limits for bringing claims can differ depending on the country and court jurisdiction associated with the claim. Passengers benefit from acting promptly and preserving all documentation while details are fresh and records remain accessible.

Documents and Evidence to Support a Claim

Well-organized supporting evidence can significantly improve the likelihood of a successful outcome. Commonly useful items include:

• Booking confirmation and e-ticket receipt showing passenger names, flight numbers, and itinerary
• Boarding passes (or alternative proof of check-in and travel)
• Proof of delay such as airline emails/SMS notifications, airport screenshots, or arrival time records
• Written explanation from the airline stating the reason for disruption
• Receipts for meals, transport, accommodation, and other necessary expenses tied to right-to-care
• Proof of rerouting if alternative flights were provided

FAQ

Does a delay have to be three hours to qualify for compensation?

Compensation generally requires an arrival delay of at least three hours at the final destination, assuming the airline is responsible under EU261/2004 or UK261 and extraordinary circumstances do not apply.

Can compensation be claimed for a cancelled flight?

Cancellation can qualify for compensation depending on the notice provided, the rerouting offered, and whether extraordinary circumstances caused the cancellation. Even where compensation is not due, refund or rerouting rights and right-to-care obligations may still apply.

What if the airline offers vouchers?

Airlines may offer vouchers, but passengers are generally entitled to request monetary compensation where compensation is due. Acceptance of a voucher may affect rights depending on the terms offered, so travelers typically benefit from reviewing conditions carefully before agreeing.

Can compensation be claimed if the ticket was purchased through a travel agency?

EU261/2004 and UK261 claims are generally made against the operating carrier, not the booking agent. The fact that a third party sold the ticket does not usually remove passenger rights against the airline operating the flight.

Does right to care apply during extraordinary circumstances?

Right-to-care support may still apply even when extraordinary circumstances prevent compensation, depending on the delay length and the passenger’s situation. The airline’s obligation to provide assistance is separate from compensation eligibility.

Conclusion

EU261/2004 and UK261 provide meaningful protections when flights are significantly delayed, cancelled, or boarding is denied. Eligible passengers may receive fixed compensation based on distance, along with right-to-care assistance such as meals, accommodation, and communications. A successful claim generally depends on confirming the regulation that applies, measuring the arrival delay at the final destination, understanding extraordinary circumstances, and submitting a well-documented request to the operating airline.