IndiGo: How to claim step-by-step (US DOT rules) — What to Do

Flight Delay Compensation Under EU261/2004 and UK261

Flight delays can disrupt plans, create unexpected costs, and cause significant inconvenience. Under EU Regulation 261/2004 (EU261) and the UK’s retained version often referred to as UK261, eligible passengers may be entitled to fixed financial compensation and, in many situations, practical assistance such as meals, refreshments, and accommodation. This guide explains how eligibility typically works, what compensation amounts may apply, and how a claim is usually made.

Eligibility for Flight Delay Compensation

Compensation eligibility under EU261/UK261 depends on several factors, including where the flight departed from, the airline operating the flight, and the length and cause of the delay. The rules are broadly similar in the EU and UK, but the applicable regime depends on the journey.

When EU261 typically applies

• Flights departing from an EU/EEA airport, regardless of airline nationality.
• Flights arriving into the EU/EEA operated by an EU/EEA carrier.

When UK261 typically applies

• Flights departing from a UK airport, regardless of airline nationality.
• Flights arriving into the UK operated by a UK carrier.

Delay threshold for compensation

For delay compensation, the key measure is usually the delay at final destination. Compensation generally becomes relevant when the passenger arrives 3 hours or more later than scheduled.

Extraordinary circumstances can affect eligibility

Airlines are generally not required to pay compensation if the delay was caused by extraordinary circumstances that could not have been avoided even if all reasonable measures had been taken. Examples often include certain severe weather events or air traffic control restrictions. However, not every operational issue qualifies. Each situation is fact-specific, and supporting evidence matters.

Compensation Amounts for Flight Delays

Under EU261/UK261, compensation is typically based on the flight distance and the delay length at arrival. Amounts are set by regulation and are not based on the ticket price.

• €250 for flights up to 1,500 km (or the UK-equivalent amount under UK261 where applicable).
• €400 for intra-EU/EEA flights over 1,500 km and for other flights between 1,500 km and 3,500 km (or UK-equivalent where applicable).
• €600 for flights over 3,500 km (or UK-equivalent where applicable).

On certain long-haul journeys, compensation may be reduced in specific scenarios depending on rerouting and arrival delay length. Airlines may assess this based on the regulation’s criteria.

Right to Care: Meals, Hotel, and Communications

Separate from compensation, EU261/UK261 generally provides a right to care when delays reach certain thresholds. Depending on flight distance and delay duration, passengers may be entitled to:

• Meals and refreshments in reasonable relation to waiting time.
• Two communications (for example, calls or emails).
• Hotel accommodation and transport between the airport and hotel when an overnight stay becomes necessary.

If the airline does not provide assistance at the airport when required, passengers often keep receipts and seek reimbursement later, provided costs are reasonable and clearly linked to the delay.

How the Claim Process Typically Works

A standard claim route usually involves contacting the operating airline first and clearly referencing EU261 or UK261. A practical claim often follows these steps:

• Confirm the delay at final destination (aiming to document arrival time at the gate if possible).
• Check applicability (departure/arrival location and airline nationality for inbound flights).
• Identify the cause as described by the airline and compare it with extraordinary-circumstances principles.
• Submit a written claim to the airline with supporting documents.
• Escalate if needed via an alternative dispute resolution body (where available), the relevant national enforcement body, or other formal channels depending on the route and jurisdiction.

Documents and Evidence to Keep

Well-organized evidence often improves the likelihood of a smooth claim. Useful items typically include:

• Booking confirmation and itinerary showing flight numbers and scheduled times.
• Boarding pass or proof of check-in.
• Written delay confirmation from the airline or airport where available.
• Receipts for meals, transport, and accommodation if the right to care was not provided.
• Photos or screenshots of departure boards or airline notifications showing delay updates.

FAQ

Is compensation based on the departure delay or arrival delay?

Eligibility for delay compensation is generally assessed based on the arrival time at the final destination. A delay of 3 hours or more at arrival is the common threshold for compensation consideration.

Does a missed connection count as a delay?

When a missed connection results in arriving at the final destination at least 3 hours late, compensation may apply if EU261/UK261 coverage conditions are met and the delay was not caused by extraordinary circumstances.

Can compensation be claimed for weather delays?

Severe weather can qualify as an extraordinary circumstance in many cases, which may remove the airline’s obligation to pay compensation. Even where compensation is not due, the right to care may still apply depending on the delay length and circumstances.

Does the airline have to pay for food and a hotel during a long delay?

Where EU261/UK261 right-to-care thresholds are met, airlines generally must provide reasonable meals, refreshments, communications, and hotel accommodation for overnight delays, as well as transport to and from the hotel.

How long do passengers have to claim?

Time limits can vary depending on jurisdiction and the legal basis used for the claim. Passengers typically check the limitation period applicable to the relevant country and submit claims as soon as practical while evidence is readily available.

Conclusion

EU261 and UK261 offer meaningful protections for passengers facing lengthy delays, including fixed compensation in many eligible cases and a separate right to care during disruption. A successful claim typically depends on confirming the delay at final destination, establishing that the flight falls under the correct regime, and documenting the circumstances and expenses. Keeping clear records and submitting a well-supported claim to the operating airline is usually the most practical first step.