Pegasus Airlines: Denied boarding compensation (EU261) — Explained Simply

Flight Delay Compensation Under EU261/2004 and UK261

Passengers flying to, from, or within Europe may be entitled to financial compensation and extra care when a flight is delayed, cancelled, or they are denied boarding. The main passenger rights frameworks are EU Regulation 261/2004 (EU261) and the UK equivalent (UK261). These rules apply in many common travel scenarios, especially where an EU/UK airline is involved or where the journey departs from an EU/UK airport.

This guide explains when compensation may be available, how much may be claimed, how to submit a claim, and what evidence passengers should keep.

Eligibility for Compensation

Eligibility depends on the route, airline, and the reason for disruption. EU261 applies when:

• The flight departs from an EU/EEA/Switzerland airport (any airline), or
• The flight arrives in the EU/EEA/Switzerland and is operated by an EU/EEA/Swiss carrier.

UK261 applies when:

• The flight departs from a UK airport (any airline), or
• The flight arrives in the UK and is operated by a UK carrier.

Delay Thresholds That May Trigger Compensation

Compensation is assessed based on the arrival delay at the final destination. In general, compensation may be due if the passenger arrives at least 3 hours later than scheduled and the cause was within the airline’s control.

Extraordinary Circumstances

Compensation is not owed when the delay or cancellation is caused by “extraordinary circumstances” that could not have been avoided even if all reasonable measures had been taken. Common examples may include severe weather, air traffic control restrictions, security risks, or airport closures.

Operational issues such as staffing problems, routine technical faults, or aircraft rotation issues are commonly treated as within the airline’s control, depending on the facts. Each claim turns on the specific cause of the disruption.

Missed Connections and Final Destination

For connecting itineraries booked under one reservation, the key timing is the arrival delay at the final destination, not the delay at an intermediate airport. If a missed connection results in arrival being 3+ hours late, compensation may be available unless extraordinary circumstances apply.

Who Can Claim

• Each affected passenger may claim individually, including children with tickets.
• Compensation is tied to passengers, not the person who paid for the booking.
• Passengers travelling on reward tickets may still be covered if they had a confirmed reservation and checked in on time.

Compensation Amounts

Under EU261/UK261, compensation is set by distance bands, typically paid in euros under EU261 and in pounds (or the equivalent) under UK261. For arrival delays of 3 hours or more (where eligible), the standard amounts are:

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

On certain rerouting scenarios involving long-haul flights, the compensation may be reduced by 50% if the passenger is offered alternative transport and arrives within set time thresholds. The reduction depends on distance and actual arrival delay versus the original schedule.

Refunds and Rerouting (Separate From Compensation)

Compensation is separate from the right to a refund or rerouting. When a flight is cancelled or significantly disrupted, passengers may generally be entitled to choose between:

• A refund (and, where relevant, a return flight to the first point of departure), or
• Rerouting at the earliest opportunity, or
• Rerouting at a later date at the passenger’s convenience, subject to seat availability.

Right to Care (Meals, Hotel, and Transport)

Even where compensation is not due (for example, due to extraordinary circumstances), airlines may still owe a duty of care when delays reach certain thresholds. This typically includes:

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

Airlines may provide vouchers or arrange services directly. If passengers must pay out of pocket due to lack of assistance, reasonable expenses supported by receipts may be recoverable under the duty of care, depending on circumstances.

How to Claim Compensation

A practical claim process typically follows these steps:

• Identify the operating airline (the carrier that actually flew or was scheduled to fly the aircraft) and submit the claim to that airline.
• Confirm the delay length at final destination using boarding passes, booking confirmations, and arrival time evidence.
• Request compensation under EU261/UK261 and include the flight number, date, booking reference, and passenger details.
• Ask for the disruption reason in writing if it is not already provided.
• Keep communication in writing and save copies of all submissions and replies.

Time Limits (Limitation Periods)

Time limits vary by country and jurisdiction. Passengers generally benefit from acting promptly. The applicable limitation period may depend on where the claim is brought (for example, the departure/arrival country or the airline’s location). Airlines may also have online portals and internal time windows for processing requests, but statutory limitation periods can differ from those internal policies.

If the Airline Rejects the Claim

• Passengers may request a detailed explanation and supporting evidence of extraordinary circumstances.
• Passengers may escalate to an appropriate alternative dispute resolution (ADR) body if the airline participates, or to the relevant national enforcement body depending on the route and authority.
• Legal action through small claims or other court procedures may be available, subject to jurisdiction, limitation periods, and evidence.

Documents and Evidence to Keep

Strong documentation improves the chance of a successful claim. Useful evidence includes:

• Booking confirmation and e-ticket receipt
• Boarding passes (or proof of check-in)
• Airline notifications (email/SMS/app messages)
• Receipts for meals, transport, and accommodation (if claiming duty of care expenses)
• Photos of airport information screens showing delays (where available)
• Notes of conversations with airline staff (time, name, and summary)

If the passenger was rerouted, it is helpful to keep the amended itinerary and proof of actual arrival time (for example, a timestamped message or other records).

FAQ

Does a delay have to be the airline’s fault to get compensation?

Compensation generally requires that the cause was within the airline’s control. If the delay was caused by extraordinary circumstances, compensation is typically not payable, though the right to care may still apply.

Is compensation based on departure delay or arrival delay?

Compensation is generally assessed using the arrival delay at the final destination on the booking.

Can passengers claim both a refund and compensation?

In some situations, passengers may be entitled to compensation and a refund for an unused flight segment, but the exact entitlements depend on whether the flight was cancelled, whether the passenger travelled, and what alternative transport was accepted.

What if a passenger accepts a voucher?

Accepting a voucher may affect rights depending on the terms and whether the passenger agreed to it in full and final settlement. Passengers should review any waiver language carefully before accepting non-cash alternatives.

Are package holidays covered?

EU261/UK261 rights can still apply to flights included within package travel as long as the passenger has a confirmed reservation. Package travel rules may provide additional remedies against the organiser, separate from flight compensation rules.

Conclusion

EU261 and UK261 offer valuable protections when flights are delayed, cancelled, or boarding is denied. Passengers who arrive 3 hours or more late may be entitled to fixed compensation based on distance, unless extraordinary circumstances apply. Separately, airlines may owe meals, accommodation, and communication during longer delays regardless of the cause.

A well-supported claim referencing EU261/UK261, backed by booking records and receipts, gives passengers the best chance of recovering compensation or expenses where the law provides for it.