Flight delayed or canceled? Your guide to refunds and compensation

What Happens if My Flight Is Delayed?

If your flight is delayed by three hours or more, regardless of the cause, the airline is required to provide you with food and drink appropriate to the time of day. This is often in the form of a voucher. You should also be given a means of communicating the delay or a refund for the cost of essential phone calls.

For overnight delays, the airline must provide hotel accommodation and transportation to it. If you are on the outward leg of your journey, they must also arrange transport back home. In cases of major disruption, you may have to make your own arrangements and then claim the costs back. However, it’s important to be reasonable when booking accommodation—don’t expect a full refund for an expensive hotel unless there's no alternative. Always keep receipts as proof of expenses.

In addition to this support, you may also be entitled to compensation depending on the circumstances of the delay.

What Happens if My Flight Is Cancelled?

If your flight is cancelled, especially if it is departing from or arriving at a UK or EU airport, the airline must offer you either a full refund or a seat on the next available flight, even if it’s with a different carrier. If you choose an alternative flight, you can decide whether to take the next one or travel at a later date.

This rule applies even if you booked your flight as part of a package holiday. In such cases, the tour operator should handle the necessary arrangements. If the airline fails to offer an alternative, you may need to organize your own travel and then claim a refund retroactively. Again, keeping receipts and evidence of the cheapest available tickets is crucial.

Claiming Compensation

Compensation is typically available for delays or cancellations caused by factors within the airline’s control, such as technical problems or staff issues. However, delays caused by bad weather, air traffic control strikes, or other "extraordinary circumstances" generally do not qualify for additional compensation.

Under current UK and EU law, compensation amounts depend on the length of the delay and the distance of the flight. For example, flights under 1,500km may qualify for €250, while longer flights could receive up to €600. A new rule approved by Brussels has introduced changes, including increased compensation for shorter journeys and longer delays for longer flights. However, it is unclear if these changes will be adopted in the UK.

What to Do If You Miss a Connecting Flight

If you miss a connecting flight due to a delay, you may still be eligible for compensation, provided all flights were booked under the same reference and the connection is made at an EU airport. For instance, if a flight from London to Madrid is delayed, causing you to miss your onward flight to Buenos Aires, you may be able to claim compensation based on the total delay at your final destination.

Does Travel Insurance Cover Delays?

Travel insurance may cover certain delays, but the compensation is usually minimal—often around £20—and only applicable after extremely long delays, typically 12 hours or more. It’s important to review your policy details carefully to understand what is covered.

What Support Am I Entitled To?

In addition to meals, drinks, and communication assistance, you may also be entitled to compensation if the delay was due to the airline’s fault. The amount varies depending on the distance of the flight and the duration of the delay.

Can I Get Compensation for a Cancelled Flight?

If the cancellation was the airline’s fault, similar rules apply as for delays. However, compensation is usually only available for cancellations made fewer than 14 days before departure. The Civil Aviation Authority (CAA) provides detailed information on how to determine eligibility and calculate compensation.

When Is the Airline Considered at Fault?

The airline is responsible for delays or cancellations caused by internal issues, such as technical problems or staff illness. A 2021 Supreme Court decision ruled that staff illness is the airline’s responsibility. Strikes by airline employees are also considered the airline’s fault, though the timing of the notice may affect eligibility.

However, compensation is not payable for "extraordinary circumstances," such as natural disasters, extreme weather, or security issues.

How Long Do I Have to Make My Claim?

You can claim for qualifying delayed flights within the past six years. While airlines may try to limit claims to two years, courts have rejected this practice.

What Should I Do If the Airline Offers Vouchers?

You have the right to refuse vouchers and request cash compensation. The regulation states that airlines should pay compensation in cash.

What If the Airline Rejects My Claim?

If the airline rejects your claim due to “extraordinary circumstances,” double-check your case using the CAA’s information on delays and cancellations. If unresolved, you can refer the issue to an Alternative Dispute Resolution Scheme or contact the CAA directly for assistance.

Are There Other Ways to Pursue My Claim?

If negotiations fail, you can take the airline to court through services like Money Claim Online. This option is available for England and Wales, with specific resources for Scotland and Northern Ireland.

Is There a Simpler Way?

Some specialists handle claims on a no-win, no-fee basis, taking a percentage of the payout. Companies like Bott & Co and EU Claim can assist with eligible flights, offering tools to check if you have a valid claim.

What About Other Arrangements?

If you’ve booked independent accommodations, hire cars, or other services, the airline is not liable for any losses incurred due to delays. You remain responsible for those costs.