Norwegian: How to claim step-by-step (Montreal Convention) — What to Do

Flight Delay Compensation Under EU261/2004 and UK261

Passengers travelling to, from, or within Europe may have rights to flight delay compensation under EU Regulation 261/2004 (EU261) or its UK equivalent (UK261). These rules can apply when a flight arrives significantly late and the airline is responsible for the disruption. Understanding eligibility, compensation amounts, and the claim process helps passengers pursue what they may be owed in a practical, well-documented way.

Eligibility for Compensation

When EU261 or UK261 can apply

• EU261 can apply to flights departing from an EU/EEA airport or arriving into the EU/EEA on an EU/EEA-licensed carrier.
• UK261 can apply to flights departing from a UK airport or arriving into the UK on a UK-licensed carrier.

Eligibility typically depends on the route, the operating carrier, and the length of the arrival delay at the final destination.

Delay length that may qualify

Compensation is generally associated with arrival delays of three hours or more at the final destination, measured by the time at which at least one aircraft door is opened and passengers are permitted to disembark.

Situations that may not qualify (extraordinary circumstances)

Airlines may not have to pay compensation when the delay is 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, air traffic control restrictions, security risks, and some airport operational issues. Each case depends on its specific facts, and the airline may still owe care and assistance even where compensation is not payable.

Tickets, bookings, and passenger status

• Passengers generally must have a confirmed reservation.
• Passengers typically must have checked in on time (unless check-in was not possible due to disruption).
• Compensation rights usually apply to both leisure and business travel, regardless of ticket price, when covered by the regulation.

Compensation Amounts

Under EU261/UK261, compensation is usually tied to flight distance and the length of the delay on arrival. Standard compensation amounts are commonly expressed in euros under EU261 and typically mirrored in UK261 (often paid in pounds or an equivalent amount depending on the airline’s payment method).

Standard compensation tiers (EU261/UK261)

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

Possible reductions in certain rerouting scenarios

In some rerouting situations, compensation may be reduced by 50% if the passenger reaches the final destination within specific time thresholds, depending on the flight distance. Whether a reduction applies depends on the exact delay on arrival and the rerouting offered.

Right to Care and Assistance During Delays

Separate from compensation, EU261/UK261 can require airlines to provide care and assistance once delays reach certain durations, depending on flight distance. This may include:

• Meals and refreshments appropriate to the waiting time
• Two communications (such as phone calls or emails)
• Hotel accommodation and transport to/from the hotel when an overnight stay becomes necessary

If an airline does not provide required care, passengers may be able to seek reimbursement for reasonable expenses, supported by receipts.

How to Make a Claim

Step 1: Confirm coverage and responsibility

Passengers should identify whether EU261 or UK261 applies to the flight, confirm the operating airline, and calculate the arrival delay at the final destination. Eligibility often turns on whether the airline was responsible for the disruption and whether extraordinary circumstances apply.

Step 2: Submit the claim to the operating airline

Claims are typically made to the operating carrier, not necessarily the airline that sold the ticket. Many airlines provide online claim forms for EU261/UK261 compensation and reimbursement of expenses.

Step 3: Provide clear supporting evidence

A well-supported submission helps the airline assess the claim efficiently. Passengers should keep records showing booking details, the disrupted itinerary, and the actual arrival time.

Step 4: Escalate if necessary

If an airline rejects a claim and the passenger believes the decision is incorrect, escalation options may include the airline’s alternative dispute resolution scheme (where available) or the relevant national enforcement body, depending on the jurisdiction and circumstances. Court action may also be an option in some cases, subject to local procedural rules and time limits.

Documents and Evidence to Keep

• Booking confirmation and e-ticket/itinerary
• Boarding pass (or proof of check-in)
• Written notifications from the airline (emails, app notifications, SMS)
• Proof of the actual arrival time (where available)
• Receipts for meals, transport, and accommodation if claiming reimbursement for care
• Notes about what happened (times, announcements, and assistance offered)

FAQ

Does a delay need to be three hours at departure or arrival?

Compensation eligibility is generally assessed by the arrival delay at the final destination, not the departure delay.

What if the flight is delayed but then cancelled?

When a flight becomes a cancellation or results in rerouting, different parts of EU261/UK261 may apply. Eligibility can depend on notice periods, rerouting offered, and arrival time at the final destination.

Can passengers claim compensation and expenses?

Compensation for delay and reimbursement for necessary care expenses are separate concepts. A passenger may be able to pursue both where the conditions are met and expenses are reasonable and evidenced.

Do connecting flights count as one journey?

For compensation purposes, the key measure is typically the delay on arrival at the final destination on the booking, including connections, when the itinerary is covered by EU261/UK261.

How long do passengers have to claim?

Time limits depend on the applicable jurisdiction and court rules, and they can vary by country. Passengers should act promptly and keep evidence from the day of travel.

Conclusion

EU261/2004 and UK261 can provide meaningful rights for passengers facing long flight delays, including fixed compensation in qualifying cases and practical assistance during disruption. A successful claim typically depends on confirming that the regulation applies, documenting the delay at the final destination, and submitting a clear request to the operating airline with supporting evidence.