Flight delay and cancellation compensation under UK261

UK261 (the Civil Aviation Authority's retained version of EC Regulation 261/2004) sets fixed cash amounts that don't depend on what you actually lost. You are entitled to compensation if all three apply: (1) your flight departed the UK, or arrived in the UK on a UK or EU-licensed airline; (2) you arrived at your final destination 3+ hours late, your flight was cancelled with less than 14 days' notice, or you were denied boarding against your will; and (3) the cause is something within the airline's control.

The headline amounts by flight distance are: £220 for flights under 1,500 km (e.g. London to Paris, Dublin, Amsterdam); £350 for flights 1,500–3,500 km or any intra-EU flight over 1,500 km (e.g. London to Madrid, Athens); £520 for flights over 3,500 km (e.g. London to New York, Dubai, Bangkok). The figures are the post-Brexit sterling amounts published by the CAA — older sources may quote € values.

For long-haul flights (over 3,500 km) the compensation is halved to £260 where the arrival delay is between 3 and 4 hours, rising to the full £520 once the delay reaches 4 hours. The shorter-distance bands (£220 and £350) are not subject to that further reduction in cancellation cases.

For cancellations, the airline can also avoid paying compensation by offering a re-routing within the statutory windows: notice 7–13 days before with re-routing leaving up to 2 hours before and arriving up to 4 hours after the original time; or notice under 7 days with re-routing leaving up to 1 hour before and arriving up to 2 hours after. Outside those windows compensation is due.

Regardless of cause — even in 'extraordinary circumstances' — once a delay passes certain thresholds the airline must provide assistance free of charge: meals and refreshments in reasonable proportion to the wait, two free phone calls or emails, and hotel accommodation plus transfers if you are forced to stay overnight.

Thresholds for the duty of care: 2 hours for short flights, 3 hours for medium, 4 hours for long-haul. Keep all receipts — if the airline doesn't provide food and drink at the airport, buy what you reasonably need and claim it back.

If a flight is cancelled, you have a separate statutory right to choose between a full refund (within 7 days) or re-routing at the earliest opportunity. The airline must actively offer both options, not just push one.

Airlines often cite 'extraordinary circumstances' to deny compensation. The Court of Justice case law that UK courts still follow is strict: the circumstance must be both outside the airline's normal activity and beyond its actual control.

Things that DO usually count as extraordinary: severe weather (fog, snowstorms, volcanic ash), security alerts, political instability, strikes by air traffic control or airport ground staff (not the airline's own staff), and bird strikes.

Things that often do NOT count, even though airlines sometimes claim them: routine technical faults, crew sickness, airline IT failures, and most strikes by the airline's own staff (the CJEU's Krüsemann ruling). Knock-on delays from an earlier flight on the same aircraft are decided case-by-case: if the original delay was itself extraordinary and the airline took all reasonable measures, the knock-on can still be exempt. If you are denied compensation on grounds you think are weak, escalate to ADR or the CAA.

Step 1: gather your booking reference, boarding pass and details of the disruption (original arrival time, actual arrival time, reason given by airline). Take a photo of the departures board if you can.

Step 2: claim directly from the airline using its UK261 form, usually on its website. Quote the regulation by name and state the compensation figure you expect. Keep emails, not phone calls.

Step 3: if the airline refuses or doesn't respond within 8 weeks, escalate to the airline's Alternative Dispute Resolution (ADR) scheme — usually AviationADR or CEDR. ADR decisions are binding on the airline and free for passengers.

Step 4: if your airline isn't in an ADR scheme, complain to the CAA's Passenger Advice and Complaints Team (PACT). If all else fails, the Small Claims Track in the County Court handles UK261 claims for a small fee.

No-win-no-fee claims firms will run a UK261 claim on your behalf, typically deducting 25–30% of any compensation paid. The same process is available to passengers free of charge directly through the airline, ADR or the CAA.

If the delayed leg and the connecting leg were on a single booking (one PNR / reservation), the airline is liable for the total delay at your final destination, even if the connecting flight itself ran on time.

If the legs were on separate bookings (you booked them yourself), UK261 only applies to each individual flight in isolation — the airline that delayed you owes you nothing for missing the next flight. Travel insurance with 'missed connection' cover is the only remedy in that situation.