Iberia: How to claim step-by-step (UK261) — What to Do

Flight Compensation Guide Under EU261/2004 and UK261

Passengers departing from an EU airport, or flying into the EU with an EU/EEA/UK carrier, may have rights to compensation and assistance under EU Regulation 261/2004 (EU261). Passengers departing from the UK, or flying into the UK with a UK carrier, may have similar rights under the UK’s retained version of the rules (UK261). These protections can apply when a flight is delayed, cancelled, or when boarding is denied, provided specific conditions are met.

This guide explains who may be eligible, how much compensation may be owed, how to submit a claim, and what documents are typically needed. It uses a practical approach and focuses on the most common scenarios passengers face.

Eligibility for Compensation

EU261/UK261 eligibility generally depends on where the flight departs from, the airline operating the flight, the type of disruption, and whether the disruption was within the airline’s control.

Flights Covered by EU261

• Departing from the EU/EEA/Switzerland: Covered regardless of the airline’s nationality.
• Arriving in the EU/EEA/Switzerland: Covered when the operating airline is an EU/EEA/Swiss carrier.

Flights Covered by UK261

• Departing from the UK: Covered regardless of the airline’s nationality.
• Arriving in the UK: Covered when the operating airline is a UK carrier.

Which Disruptions May Qualify

• Long delays: Compensation may be due when the passenger arrives at the final destination at least 3 hours late, and the cause is within the airline’s responsibility under the rules.
• Cancellations: Compensation may be due depending on the notice given and the re-routing offered.
• Denied boarding: Compensation may be due if boarding is denied against the passenger’s will (for example, due to overbooking), provided the passenger complied with check-in and boarding requirements.

Key Conditions That Affect Eligibility

• Arrival delay: For delay compensation, the relevant measure is typically the arrival time at the final destination.
• Extraordinary circumstances: Airlines may not owe compensation if the disruption was caused by extraordinary circumstances that could not have been avoided even if all reasonable measures had been taken. This can include certain severe weather or air traffic control restrictions, depending on the facts.
• Single booking and final destination: For connecting flights on a single booking, the total delay is assessed at the final destination, not at the intermediate stop.
• Operating carrier responsibility: Claims are typically directed to the airline that operated the disrupted flight.

Compensation Amounts (EU261/UK261)

EU261 and UK261 use distance-based compensation bands. Where compensation applies, the typical fixed 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

Under UK261, amounts are usually expressed in pounds sterling as the UK equivalent of these bands.

Distance and Routing Considerations

• Distance is based on the great-circle distance between origin and destination, and for multi-leg journeys can depend on the overall itinerary and final destination on the same booking.
• Re-routing and reduced compensation: In some cancellation and re-routing scenarios, compensation can be reduced when the passenger is re-routed and arrives within certain time limits tied to the flight distance.

Right to Care and Assistance

Separate from compensation, EU261/UK261 can require airlines to provide assistance during disruptions, sometimes called the “right to care.” Depending on waiting time and distance, this may include:

• Meals and refreshments in a reasonable relation to the waiting time
• Two communications (such as calls or emails)
• Hotel accommodation where an overnight stay becomes necessary
• Transport between the airport and accommodation where applicable

These obligations may apply even when compensation is not owed, although entitlements depend on the specific circumstances.

How to Make a Claim (Practical Steps)

A structured claim improves the chances of a timely and accurate outcome. Passengers typically follow these steps:

• Identify the correct regime: EU261 or UK261 based on departure/arrival and carrier.
• Confirm the disruption type: delay, cancellation, or denied boarding.
• Calculate arrival delay: for delay claims, focus on arrival at the final destination on the booking.
• Contact the operating airline: use the airline’s official claims channel and keep copies of submissions.
• Request both compensation and reimbursement where relevant: for example, expenses under the right to care if the airline failed to provide assistance.
• Escalate if necessary: if the airline rejects the claim, passengers may consider the airline’s Alternative Dispute Resolution (ADR) scheme (where available) or the relevant national enforcement body, depending on the route and jurisdiction.

What to Include in the Claim

• Passenger details: full names as on the booking
• Flight details: flight number, date, booking reference, route
• Disruption details: scheduled and actual arrival times, and any re-routing
• Legal basis: reference to EU261/2004 or UK261 as appropriate
• Bank details for payment: where the airline requests them

Documents Commonly Needed

Airlines typically ask for proof that the passenger was booked and travelled (or attempted to travel). Useful documents include:

• Booking confirmation and e-ticket receipt
• Boarding passes (where available)
• Proof of delay or cancellation such as airline notifications, airport screens photos, or rebooking messages
• Receipts for expenses (meals, hotel, transport) where claiming reimbursement
• Proof of re-routing if the passenger accepted an alternative flight

Passengers should keep originals and submit copies where possible.

FAQ

Does a 2-hour delay qualify for compensation?

Compensation for delays is typically linked to arriving at the final destination at least 3 hours late. However, even shorter delays can trigger the right to care (such as refreshments) depending on the distance and waiting time.

Is compensation owed if the airline cites “extraordinary circumstances”?

If extraordinary circumstances apply and the airline can show that the disruption could not have been avoided even if all reasonable measures had been taken, compensation may not be owed. The right to care can still apply in many situations.

What if the passenger had a connecting flight?

For connecting flights on a single booking, delay is generally assessed on arrival at the final destination. A missed connection can qualify if the overall arrival delay meets the threshold and other conditions are satisfied.

Can passengers claim both expenses and fixed compensation?

Where eligible, passengers may be able to claim fixed compensation and also seek reimbursement for certain reasonable expenses if the airline failed to provide required care. Each claim depends on the facts and supporting receipts.

Which airline is responsible when a flight is operated by a partner airline?

Claims are usually directed to the operating carrier—the airline that actually operated the flight—rather than the airline that sold the ticket.

Conclusion

EU261/2004 and UK261 can provide meaningful protection when flights are delayed, cancelled, or when boarding is denied. Eligibility typically depends on the route, the operating airline, the length of delay at final arrival, and whether the cause falls within the airline’s responsibility under the rules. Passengers who keep clear records, submit a structured claim, and retain receipts for disruption-related expenses are generally best placed to pursue compensation and reimbursement where applicable.