KLM: Denied boarding compensation (UK261) — Explained Simply

Flight Delay Compensation Guide (EU261/2004 and UK261)

Flight disruption can cause missed connections, extra costs, and significant stress. Under EU261/2004 (for eligible flights connected to the EU) and UK261 (for eligible flights connected to the UK), passengers may be entitled to compensation and care when a flight is delayed, cancelled, or when boarding is denied in certain circumstances. This guide explains who may qualify, how much compensation may be available, and how to submit a claim in a practical, step-by-step way.

When flight delay compensation may apply

Which regulation applies: EU261/2004 or UK261

Eligibility depends on the airline, route, and where the flight departs from. EU261/2004 generally applies to:

• Flights departing from an EU/EEA airport (including Iceland, Norway, and Switzerland), regardless of airline.
• Flights arriving into an EU/EEA airport from outside the EU/EEA when operated by an EU/EEA carrier.

UK261 generally applies to:

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

Delay length that may qualify

For compensation, the key measure is typically the delay at arrival. Compensation may be owed when a passenger arrives at the final destination at least 3 hours late, provided the cause of delay is within the airline’s responsibility and is not considered an extraordinary circumstance.

Final destination and connecting flights

For itineraries with connections booked under a single reservation, the delay is assessed at the final ticketed destination, not at intermediate stops. A short delay on the first segment can still qualify if it causes a missed connection and results in an arrival delay of 3 hours or more at the final destination.

Situations that may make a passenger eligible

Delays likely within airline responsibility

Compensation may be available where delays are caused by issues such as operational problems, aircraft rotation issues, or technical faults that are part of the airline’s normal activity and control. Each case depends on the evidence and circumstances.

Extraordinary circumstances (when compensation may not be owed)

Compensation may not be due if the airline can show the delay 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 conditions, air traffic management restrictions, and some security-related events. The airline still has separate obligations to provide care and assistance in many delay scenarios, even when compensation is not payable.

Compensation amounts under EU261/2004 and UK261

Compensation levels are typically based on flight distance and length of delay at arrival. The standard compensation amounts are:

• €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

Under UK261, compensation is set in pounds sterling, with amounts aligned to the EU structure (commonly referenced as £220, £350, and £520 depending on distance and circumstances). The applicable figure can depend on the route and whether any reduction rules apply.

Possible reductions in some long-haul cases

For certain long-haul routes, the compensation may be reduced where the airline can demonstrate the arrival delay is above the compensation threshold but below a specified higher threshold for the relevant distance band. Whether a reduction applies depends on the specific facts and the distance category.

Right to care: meals, refreshments, and accommodation

Separate from compensation, passengers may be entitled to care when delays reach certain time thresholds based on distance. Care can include meals and refreshments, and where an overnight stay becomes necessary, hotel accommodation and transport between the airport and the hotel. The airline should provide this assistance directly. If passengers pay out of pocket, they should keep receipts and ensure expenses are reasonable.

How to claim flight delay compensation

Step 1: Confirm the delay at arrival

Passengers should document the actual arrival time (when at least one aircraft door opens and passengers are permitted to disembark). Screenshots, airport notifications, and written confirmation from the airline can help.

Step 2: Check basic eligibility

• Confirm the flight was covered by EU261/2004 or UK261 based on departure/arrival and operating carrier.
• Confirm arrival at the final destination was delayed by at least 3 hours.
• Consider whether the cause is likely to be within the airline’s control or an extraordinary circumstance.

Step 3: Submit a claim to the airline

Claims are typically submitted via the airline’s online form or customer relations email address. The claim should request compensation under EU261/2004 or UK261 (as applicable), specify the flight number and date, provide booking reference, and state the arrival delay length. Passengers should request payment by bank transfer or another traceable method.

Step 4: Escalate if the airline rejects or does not respond

If an airline denies a claim or does not respond within a reasonable period, passengers may escalate by using an appropriate alternative dispute resolution body where available, or by contacting the relevant national enforcement body responsible for passenger rights. Legal action may also be an option in some cases, depending on jurisdiction and time limits.

Documents and evidence to keep

• Booking confirmation showing itinerary and passenger names
• Boarding pass or proof of check-in
• Delay confirmation (airline message, airport notice, or written statement)
• Receipts for meals, accommodation, and transport during the delay (reasonable expenses)
• Photos or screenshots of departure boards or airline notifications
• Correspondence with the airline

Frequently asked questions

Does a passenger need to accept vouchers instead of money?

Airlines may offer vouchers, but passengers can typically request compensation in money. If a voucher is accepted, it may come with conditions, so passengers should read the terms carefully before agreeing.

Can compensation be claimed if the airline rebooks the passenger?

Rebooking does not automatically remove the right to compensation. The key factor is often the arrival delay at the final destination and whether the disruption cause was within the airline’s responsibility, subject to extraordinary circumstances.

Can multiple passengers on the same booking claim?

Each eligible passenger is typically entitled to compensation, including children with their own paid seat. The claim may be submitted together, but passenger details should be included for each individual.

Does bad weather always mean no compensation?

Not always. Severe weather may qualify as an extraordinary circumstance, but eligibility depends on what specifically caused the delay and whether reasonable measures could have reduced the disruption. The airline’s explanation should be assessed against the evidence.

Is compensation different from a refund?

Yes. Compensation is a fixed amount for qualifying disruption. A refund relates to the unused portion of travel in certain situations (such as some cancellations or when the passenger chooses not to travel). A passenger may be entitled to one, the other, or both, depending on circumstances.

Conclusion

EU261/2004 and UK261 provide meaningful protections when flights are seriously delayed, including fixed compensation in qualifying cases and practical care such as meals and accommodation when disruption is prolonged. A well-supported claim with clear timing evidence, booking documents, and receipts can improve the chances of a smooth outcome. Passengers should keep records, submit a structured request to the airline, and escalate through available dispute channels if a valid claim is not handled appropriately.