9 November 2018 | Updated 17 May 20246 min read
Has your flight been delayed? You may be entitled to flight delay compensation under the Air Passenger Rights and Air Travel Organisers’ Licensing Regulations 2019.
How much money you’re owed – if any – will depend on the airline you’re flying with, the destinations you’re travelling between and the length of the delay.
Our handy guide simplifies your legal rights and explains what compensation you might be entitled to, as well as how you would go about claiming it.
To be eligible for compensation, your flight must have arrived at your destination at least three hours later than scheduled. It also needs to be covered by UK law. These are flights that either:
You’re unlikely to receive compensation for delays caused by ‘extraordinary circumstances’.
The compensation you’re entitled to is determined by the length of your flight and how long the delay is. The table below outlines the different levels of compensation you can claim per person following a flight delay.
The delay is calculated by the time your flight arrives at your destination, not your departure time.
Length of flight | Delay to destination | Compensation due |
---|---|---|
Under 1,500km | More than 3 hours | £220 |
1,500km to 3,500km | More than 3 hours | £350 |
More than 3,500km | More than 3 hours but less than 4 hours | £260 |
More than 3,500km | More than 4 hours | £520 |
Airlines may try to offer you vouchers instead of a cash compensation; you don’t have to accept them.
Extraordinary circumstances are those deemed to be outside the airline’s control and which, even if the airline had taken reasonable measures, would have delayed the flight. They include:
Airline staff strikes, staff shortages and technical faults are not considered ‘extraordinary circumstances’ but it's unclear whether IT glitches come under the umbrella. You can still try your luck with a compensation claim – if you don't ask, you don't get, after all.
It’s also important to remember that even if a long delay is caused by extraordinary circumstances and you are not therefore entitled to compensation, your airline must look after you and offer a welfare package.
If your flight is delayed by more than two hours, your airline may have to offer you a ‘welfare package’ that includes food, drink, phone calls and, if you are delayed overnight, accommodation plus transport to and from where you are staying.
When your airline is obliged to offer you this welfare package depends on the distance you are travelling in kilometres. The table below outlines how long you must be delayed before you’re entitled to assistance:
Flight length | Delay |
---|---|
0 – 1,500km (eg Manchester to Frankfurt) | More than two hours |
1,500 – 3,500km (eg Newcastle to Majorca) | More than three hours |
3,500km+ (eg London to Delhi) | More than four hours |
If your airline does not offer to provide the welfare package itself – for example, in the form of meal vouchers or by booking accommodation for you – talk to a representative at the airport to find out what it considers ‘reasonable costs’ to be and get an agreement that you can sort out your own welfare.
If you do arrange your own accommodation or buy meals, keep all your receipts to make claiming back any costs you have incurred as easy as possible.
You should first talk to your airline and find out what caused the delay. Make a note of all the details so you can be clear on the facts later and keep your tickets as well as any relevant receipts.
You should then follow the procedure as advised by the Civil Aviation Authority (CAA). When you are ready to claim, the airline’s website will let you know how best to contact it. We’ve put pulled together some quick links for popular airlines below:
You may also be able to claim compensation via the post. British Airways, for example, provides an address for letters.
The CAA also has advice on what information to include when communicating with an airline. If you are communicating by post, use our flight compensate claim template to make the process as easy as possible.
You might be tempted to use a claims company, but these firms charge a fee for their services and are entirely unnecessary for most passengers in claiming compensation.
The claims process is straightforward, so why part with any of the sum you are due? The CAA’s passenger portal should help to resolve any problems.
If your airline has refused to pay out, you may be able to escalate your complaint via an alternative dispute resolution (ADR) body.
More than 30 airlines are signed up to a CAA-approved ADR body, which deal with flight delays, cancellations and denied boarding issues; EC1107 matters (issues relating to passengers with reduced mobility); and lost, delayed and damaged baggage issues.
If your airline isn’t part of one of these schemes, you’ll need to get in touch with the relevant regulator (like the CAA in the UK). You can find more information on the CAA website.
You have six years to claim compensation in England and Wales, and five in Scotland. It’s important to be aware that you will need copies of your original letters and/or receipts to pursue your claim.
As The Air Passenger Rights and Air Travel Organisers’ Licensing Regulations 2019 only protect passengers travelling with a UK/EU airline or out of a UK/EU airport, you won’t have exactly the same rights. Check the policy of the airline you are travelling with.
Sign up and save on your next holiday
Be a savvy traveller and get top deals to your inbox, expert travel advice and the chance to win holidays