Travel Compensation FAQ

Did you know if your flight is late in the UK and Europe you can claim compensation?

What you need to know

EU261 Flight Compensation: A Guide for UK Travelers

If your flight departs from the UK or the EU and is delayed by more than 3 hours, you could be entitled to compensation under EU261, a regulation that protects passengers’ rights. Compensation amounts range from €250 to €600, depending on the length of the delay and the distance of your flight. Although the process for claiming is generally straightforward, there are some details to watch out for.

If you want to dive deeper into the official legislation, you can read it here: Full EU261 Legislation. This can be especially helpful for more complex claims.

Key Tips

Key Tips for Claiming Compensation

You Have Up to 6 Years to Claim
In the UK, you can file a claim for flights going back as far as 6 years. So, if you suddenly remember a disrupted flight from years ago, it’s still worth checking if you’re eligible.

Avoid Third-Party Claims Companies
While it might seem easier to let a claims company handle the process, they usually charge high fees (up to £150 per claim) and only accept the simplest cases. Complicated claims are often rejected because they take more time and lower the company’s success rate. Even when accepted, you’ll often be left doing much of the administrative work yourself. Instead, handle the claim directly with the airline—it’s straightforward in most cases.

Use the Airline’s Claims Form
Many airlines provide an EU261-specific claims form on their website, making it simple to submit your claim directly. For example, here’s Ryanair’s EU261 Expense Claim Form. If you’re flying with another airline, a quick Google search for “[airline name] EU261 form” will usually help you find it.
Resolver Can Help You File a Claim
If you can’t find the airline’s claims form or if it’s not accepting your claim, Resolver is an excellent free resource. It guides you through the process, generates a properly formatted claim, and sends it directly to the airline’s complaints department. Resolver also keeps track of your case, which is particularly helpful if you need to escalate it later.
Don’t Trust the Airline’s Initial Response
Airlines sometimes deny valid claims to save money, counting on passengers giving up. Unless the airline provides a clear and reasonable explanation for rejecting your claim, don’t accept their response at face value. If you think you’re entitled to compensation, keep pursuing it.
Escalate Through Alternative Dispute Resolution (ADR)
If the airline rejects your claim or doesn’t respond within 8 weeks, you can take it to an independent Alternative Dispute Resolution (ADR) scheme. Many ADR schemes are free to use, even if your case is unsuccessful. Although the process can be slow, it’s worth pursuing for legitimate claims.You can find out which ADR scheme your airline belongs to here: CAA ADR Information.

Helpful Links

By using these resources and tips, you can file your EU261 claim confidently and without unnecessary costs. Don’t let the airlines discourage you—if you’re entitled to compensation, you should receive it!

What to do when you're delayed

What to Do If Your Flight Is Delayed: Keep Records for Your Claim

If it looks like your flight is going to be delayed, it’s important to start keeping records right away. These details will help you if you decide to make a compensation claim later.

Key Steps to Take

Save Receipts for Food and Drink
If your flight’s departure is delayed by more than 2 hours, airlines are required to reimburse reasonable expenses, such as food and drink you buy at the airport. Be sure to keep all receipts as evidence of your purchases.
Track Key Times
Make a note of the following key moments to strengthen your claim later:
- The time the flight took off
- The time the flight landed
- The time the plane arrived at the gate
- The time the doors were opened, and passengers were allowed to disembark
Gather Evidence of the ‘Arrival Time’
Airlines may claim the flight was on time based on the landing time, but legally, the arrival time is when the aircraft doors open, and passengers can leave. Collect evidence to prove this time:
- Take photos or videos of the closed doors, ensuring they include timestamps if possible.
- Keep any documentation or announcements that reference delays or timings.

By keeping these records, you’ll have everything you need to support your claim if the airline disputes it. Airlines are often quick to argue over timings, so having clear evidence can make all the difference.

Bad weather or technical issues? You might still be eligible

Common Misconceptions About Flight Compensation: What You Should Know

Many people assume they aren’t eligible for flight compensation under EU261 when, in fact, they are. Below are two common scenarios where passengers often wrongly believe they can’t claim but actually might have a valid case.

1. Bad Weather or Technical Issues Aren’t Always a Valid Excuse

Airlines often try to avoid paying compensation by claiming the delay was caused by "extraordinary circumstances." According to EU261, this means a situation that “could not have been avoided even if all reasonable measures had been taken.” While the term is somewhat vague, court rulings have raised the bar for airlines trying to use it as a defense.

Only events entirely outside the airline’s control—like airport strikes or extreme weather closing the airport—are considered extraordinary circumstances. For example:

Technical issues with the aircraft are generally not valid excuses. Courts have ruled that airlines are responsible for ensuring their planes are in working order and cannot claim technical faults as extraordinary circumstances.
(For more details, see the court ruling: Wallentin-Hermann Case, 2008)
Weather delays must directly impact your flight to qualify as extraordinary circumstances. For example, if earlier flights were delayed by bad weather and your aircraft arrives late as a result, you can argue the airline should have mitigated the impact by using backup aircraft or better planning.

Pro tip: Even if weather or technical issues are cited, file a claim anyway. Ask the airline to explain the specific reason for the delay to your flight and justify why it qualifies as extraordinary circumstances. Airlines may not even mention the weather or other excuses in their response, giving you a better chance of success.

2. Arrival Time Is When You Leave the Aircraft, Not When It Lands

Another common misconception is the definition of "arrival time" when calculating whether a flight was delayed by more than 3 hours. According to the EU courts, the arrival time is when the aircraft door opens, allowing passengers to disembark—not when the plane lands.

This distinction is crucial. For example, if your flight lands close to the 3-hour delay threshold but passengers are stuck on the tarmac or waiting for stairs at the gate, you could still qualify for compensation if the delay pushes past 3 hours.

Since flight trackers like FlightAware only show landing times, and airlines rarely admit to delays, it’s up to you to gather evidence:

Take photos or videos of the aircraft doors while still closed, with timestamps if possible.
Contact the airport for additional evidence, such as records of when stairs were connected or when passengers disembarked. Some airports, like Stansted, may provide this information via CCTV.

(For more on this ruling, refer to the case: Nelson v. Lufthansa, 2014)

Final Advice

Even if you’re unsure whether your claim will succeed, submit it anyway. Make your case as strong and convincing as possible, and see how the airline responds. Airlines often deny valid claims, so persistence and evidence are your best tools.