SunExpress: Flight cancellation compensation (EU261) — How It Works

Flight Delay Compensation (EU261/2004 and UK261): How to Claim What Passengers May Be Owed

Flight delays can disrupt plans, create unexpected costs, and cause significant inconvenience. Under EU261/2004 (for many flights departing from the EU/EEA/Switzerland) and UK261 (for many flights departing from the UK), passengers may have legal rights to fixed compensation and care and assistance when a delay meets certain conditions.

This guide explains when passengers may be eligible, how compensation amounts are calculated, how to submit a claim, and what documents typically help support a request.

Eligibility for Flight Delay Compensation

Eligibility depends on (1) which regulation applies, (2) the length of the delay at arrival, (3) the flight distance, and (4) the cause of the disruption.

When EU261/2004 may apply

• Flights departing from an EU/EEA country or Switzerland, regardless of airline.
• Flights arriving into the EU/EEA/Switzerland operated by an EU/EEA/Swiss carrier.

When UK261 may apply

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

Delay length that typically matters

For fixed compensation under EU261/UK261, the key benchmark is usually an arrival delay of 3 hours or more at the final destination, subject to the cause of the delay and other conditions.

Extraordinary circumstances and when compensation may not be due

Airlines do not generally owe fixed compensation when the delay is caused by extraordinary circumstances that could not have been avoided even if all reasonable measures had been taken. Common examples often include certain severe weather events and some air traffic management restrictions. Whether circumstances qualify can be fact-specific.

Connecting flights and final destination delays

For journeys involving connections booked under a single ticket, the relevant delay is typically assessed by the arrival time at the final destination. A short initial delay can still lead to eligibility if it causes a missed connection and a 3+ hour arrival delay overall.

Compensation Amounts Under EU261/2004 and UK261

Where compensation is due, EU261/UK261 set fixed sums based primarily on flight distance and delay length at arrival.

Standard compensation bands (EU261/UK261)

• €250 (or the UK261 equivalent in pounds) for flights up to 1,500 km
• €400 (or the UK261 equivalent in pounds) for flights within the EU/EEA/Switzerland over 1,500 km, and for other flights between 1,500 km and 3,500 km
• €600 (or the UK261 equivalent in pounds) for flights over 3,500 km

When compensation may be reduced

On certain longer routes, compensation can be reduced by 50% when the delay at arrival falls within a specified window (commonly where rerouting results in a shorter delay than the highest band threshold). The exact reduction rules depend on distance and the arrival delay achieved following rerouting.

Right to Care and Assistance During a Delay

Separate from fixed compensation, EU261/UK261 also provide a right to care and assistance once a delay reaches certain thresholds (which vary by distance). This can include:

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

When an airline does not provide assistance at the airport, passengers can typically keep receipts for reasonable expenses and request reimbursement, though airlines may scrutinize costs.

How to Claim Flight Delay Compensation

A practical claim approach focuses on documenting the delay, identifying which regulation applies, and presenting a clear request to the airline.

Step 1: Confirm the arrival delay at the final destination

Compensation eligibility usually turns on the time the aircraft doors opened at the destination (arrival) rather than departure time. Passengers may use airline notifications, airport logs, or independent flight status sources to support the arrival delay time.

Step 2: Identify the operating airline and applicable regulation

Claims should be directed to the operating carrier (the airline that operated the flight), not necessarily the airline that sold the ticket. The applicable rules depend on whether EU261/2004 or UK261 applies to the routing and carrier.

Step 3: Submit a written claim to the airline

Airlines typically offer online claim forms. A strong submission generally includes:

• Passenger name(s) exactly as on the booking
• Flight number, date, and route
• Booking reference
• Delay length at arrival and final destination
• A clear request for compensation under EU261/2004 or UK261
• Bank details only via secure channels offered by the airline

Step 4: Keep records and follow up

Passengers should keep copies of the submission, any automated confirmation, and any airline responses. If the airline rejects the claim, requesting the specific reason and any evidence relied upon can help clarify next steps.

Documents That Commonly Support a Claim

Well-organized documentation can reduce delays in claim handling. Passengers typically benefit from retaining:

• Boarding pass or proof of check-in (where available)
• Booking confirmation and e-ticket receipt
• Proof of delay (airline emails/SMS, airport notices, screenshots showing arrival time)
• Receipts for meals, transport, or accommodation if seeking reimbursement as part of care and assistance
• Rebooking details if rerouted, including the final arrival time

FAQ

Does a passenger need to accept vouchers instead of money?

Under EU261/UK261, compensation is generally payable in cash, bank transfer, or cheque, with vouchers typically requiring the passenger’s agreement. Airlines may offer vouchers, but acceptance is not usually mandatory where cash compensation is due.

Is compensation owed for delays under 3 hours?

Fixed compensation is typically linked to an arrival delay of 3 hours or more, subject to all other eligibility conditions. However, care and assistance may apply at shorter thresholds depending on distance.

Can passengers claim if the airline says the delay was caused by weather or air traffic control?

Some weather and air traffic control restrictions may qualify as extraordinary circumstances, which can remove the obligation to pay fixed compensation. Even so, passengers may still be entitled to care and assistance. Each case depends on the specific facts and the measures taken.

What if the passenger missed a connection?

For a single booking with connections, the relevant measure is typically the arrival delay at the final destination. A missed connection can lead to eligibility even if the first flight was delayed only modestly.

Who must be contacted for compensation: the booking site or the airline?

Claims should usually be made to the operating airline. A travel agent or booking platform may assist, but the legal obligation typically sits with the carrier that operated the disrupted flight.

Conclusion

EU261/2004 and UK261 can provide meaningful protection when a flight arrives late, including fixed compensation in eligible cases and care and assistance during long waits. A successful flight delay compensation claim usually depends on confirming the arrival delay, identifying the correct regulation and operating airline, and submitting a clear request supported by basic documents and receipts.