

Flight delay compensation
Up to £500/person, back to 2016
If you're delayed by more than three hours or your flight's cancelled, you're often entitled to between £110 and £500 in compensation – and it's possible to claim this for free using our step-by-step guide and free online tool.
Flight delay compensation is big money

The doors for mass compensation for long flight delays were flung open in October 2012 following a landmark ruling by the European Court of Justice. It clarified that passengers were entitled to compensation for long delays (as long as they met the set criteria) following a challenge by some airlines. Since the end of the Brexit transition period, the rules haven't changed, as EU law has been written into UK law.
Passengers who've been delayed have been fighting to get compensation and MoneySavingExpert has helped lead the charge. Over 590,000 people have downloaded our free flight delay reclaiming letters – and we launched a free online reclaim tool to make the process even easier.
Not everyone has won compensation. Some airlines tried to block people from claiming for flights that were over two years old, and for unforeseeable technical faults, although courts ruled against this in 2014 and 2015 – see court cases info.
Yet we are also swamped with some huge successes – here are a few to inspire you:
Thanks for recommending your Resolver tool. We tried for a couple of years to get compensation from Qantas for a 48hr delay when travelling to Sydney, but its complaints system is frustrating. So we used Resolver, and via it, Qantas responded that evening, agreeing to £2,500 which we got in a week.
- Paul
I used your tool on the Tuesday, and by the Friday I had £706 in my account. I couldn't believe it. Thanks.
- Jennifer
There were four of us. I would never have found out about the compensation if it weren't for Martin's easy link. It took me five minutes to fill in and we got £1,200! I booked flights for October with the money and had change. Bonus!
- Andrea
We got back £3,300 from BA for our delayed flight to the USA recently. We were delayed five hours and there were seven of us so it worked out €600 per person. Thank you so much for the direction to use the Resolver website. So quick and easy.
- Deanne
I sent an email through Resolver [our free online tool] on Wednesday evening to Air Malta asking for compensation for a flight delay in 2013. I was astounded to receive an email back from the airline on Thursday morning offering me 400 euros compensation.
- Liz

The law behind this is clear cut, the ethics far less so. My usual focus for these type of issues is on reclaiming – asking for money back that was wrongly taken from you. This, however, is compensation, and like many I worry about a growing compensation culture.
This EU ruling certainly swung the pendulum against airlines. As the cost of the flight is irrelevant to the payout there will be some who paid £20 for a cheap flight, were delayed a few hours that didn't really bother them, yet are entitled to a disproportionate £230 compensation for it.
If everyone did it, this could cripple budget airlines' pricing models, possibly hasten the financial troubles of airlines already struggling in a tough economy and put prices up. Balancing this on the see-saw of right and wrong isn't easy.
If I were rejigging the rules to make it fairer for both travellers and the industry (to keep flight prices down), I'd suggest the compensation paid should be whichever is cheaper – your flight price or the fixed compensation amount set out in law. For example, if you were on a £50 flight and entitled to £310 compensation, you'd get £50. But if your flight cost £300, you'd be entitled to the full £300.
Yet equally, there are many for whom this is valuable financial justice for substandard service on an expensive product.
If you were delayed three hours and a minute and had a great time in the airport bar, I'd say don't go for it. Yet for those who paid £1,000s for flights and spent a dozen hours trapped with upset young children, sleeping on chairs in overheated airports or on planes waiting to take off – I'd say go for it.
Therefore each individual must make their own ethical choice of whether to take up the cudgels and go for the compensation. While the impact on the airline is no reason not to do it, for me it is a reason to first examine whether the compensation you could be due would be truly fair or excessive.
- Martin Lewis, MSE founder & chair
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Flight delay compensation rules haven't changed after Brexit
Flight delay compensation rules remain the same following the end of the Brexit transition period, as the Government has written EU261 into UK law, so you'll get the same cover you would if the UK had remained in the EU. You can read the small print here.
There is one difference however – you'll now be paid in pounds rather than euros if you're claiming under UK law. Flights covered include those:
- Departing the UK
- Arriving in the UK with an EU or UK carrier
- Arriving in the EU with a UK carrier
The table below shows how much compensation you could be owed in pounds, if you're delayed on a flight covered by UK law.
UK flight delay rules - how much compensation are you due?
FLIGHT LENGTH | ARRIVAL DELAY | COMPENSATION DUE |
---|---|---|
Up to 1,500km | 3+ hours | £210 (previously €250) |
1,500km – 3,500km | 3+ hours | £340 (previously €400) |
3,500km+ | 3-4 hours | £250 (previously €300) |
4+ hours | £500 (previously €600) |
You don't need to be an EU citizen to claim for an EU flight
It's also worth bearing in mind that if you fly between two European countries, or fly on an EU-regulated flight which is nothing to do with the UK (eg, from Amsterdam to Australia on KLM), you'll still be covered under EU261 as the law doesn't require you to be an EU citizen to claim compensation.
See our Brexit need-to-knows guide for the latest info on Brexit's impact on travel and more.
Stuck at the airport? Your rights

We've got chapter and verse below on how to claim compensation if your flight is delayed or cancelled. But if you're stuck at the airport right now waiting for a UK or EU-regulated flight (ie, any flight leaving a UK/EU airport or on a UK/EU airline to a UK/EU airport), here's a checklist of what you need to know:
Your airline should tell you what's going on. Ask at a check-in desk but also look at its website, app and Twitter and Facebook for updates. Check the email you used when booking, too, in case you've been sent an update. You can also enter your flight number on FlightRadar24, which tracks planes in real time, to see if it can give you an idea of what's going on.
You're entitled to food and drink. Regardless of what caused the hold-up, your airline must look after you if you're delayed or waiting for an alternative flight if your original was cancelled. It should provide food and drink (or vouchers to buy them) if you're delayed more than two hours on a short-haul flight, three hours on medium haul (eg, Manchester to Malaga) or four hours for long haul.
If it's unable to, you can buy your own and claim back, but make sure you keep receipts – remember only reasonable expenses are covered; it's unlikely you'd be able to claim for alcohol. Check if your airline's website has any guidance on what it'll cover.
You're entitled to accommodation if needed. If delayed overnight you're entitled to a hotel, and the airline must also provide transport to and from it. Ideally it would book the hotel so always check first, but if it's unable to help, try to find a reasonably priced one and keep all receipts – again it's unlikely to cover a luxury hotel.
You're entitled to a 'means of communication'. In practice this just means the airline's likely to reimburse you for the cost of any relevant calls you make.
Keep hold of any evidence. As well as keeping receipts, note the reason you were given for the delay or cancellation and screenshot any information you may have seen on Twitter etc, as this could prove useful if you later claim compensation.
If your delay means you arrive at your destination more than three hours late, you may be owed up to £520. If the delay was deemed to be within the airline's control you could be owed compensation. See full flight delays help.
If you're delayed more than five hours, you can get a refund regardless of cause. If you no longer wish to travel you can ask for a refund after this point, which will include any unused parts of your booking such as a return flight. If you opt for this though you'll no longer be entitled to any further care and assistance, and it's unlikely you'll get compensation as the law specifies it's based on arrival time, and you won't arrive at your destination.
If your flight is cancelled you're entitled to a new flight or refund, and possibly compensation. See our flight cancellation section for full details, including why you may be entitled to a flight on an alternative airline, and how to check if you're owed compensation.
It's worth noting these rules only apply to UK or EU-regulated flights. For more on the rules on other flights see non-UK/EU flights help below.
Flight DELAY compensation – the rules
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It's only for UK or EU-regulated flights
The rules cover flights departing from a UK/EU airport, regardless of the airline OR where a UK/EU airline lands at a UK/EU airport. Under these rules, 'EU' airports also include those in Iceland, Liechtenstein, Norway and Switzerland, and airlines from these countries count as 'EU' airlines.
So a delayed Manchester to Miami flight qualifies, regardless of the airline. Yet for Miami to Manchester, you are entitled to compensation flying Virgin or KLM, but not on Air India.
If you WEREN'T on an UK or EU-regulated flight, you can't claim under UK/EU rules, but there are still avenues you can try. See What if I wasn't on a UK/EU flight?
Quick questions
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You can claim back to 2016
In theory you can apply for compensation for any past delays stretching back as far as February 2005 – but in practice it's extremely unlikely you'll be able to go back further than 2016.
In fact, flight delay solicitors Bott & Co, who say they've dealt with over 200 airlines and more than 480,000 claims, believe any airline will refuse your claim if it is longer than six years ago.
This is because in England, Wales and Northern Ireland, if you need to take the airline to court to get the cash (not too common, don't be unduly worried) then you can only go back six years. This is due to the statute of limitations – a law which says how long you have to initiate legal proceedings. In Scotland, it's five years. So older claims can be tricky.
Quick questions
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It must be the airline's fault to claim
You are only entitled to the compensation if the delay was something within the airline's control.
Examples of where the delay is usually within the airline's control, and therefore not an 'extraordinary circumstance', include:
Crew or pilot late
Sickness or strikes by airline staff
Flight cancelled because of underbooking
If the airline doesn't submit its documentation on time, if the delay was its fault
Technical problems that are caused by something routine, such as component failure and general wear and tear
Where the delay is out of the airline's hands, then 'extraordinary circumstances' include:
Bad weather (though it's worth noting flight delay solicitors Bott & Co argue some bad weather may NOT be an extraordinary circumstance, eg, heavy snow at an airport near a ski resort is to be expected).
Industrial action by air traffic controllers, airport staff and ground handlers
Political problems
Security or safety issues
Air traffic management decisions, eg, airspace shut due to volcanic ash
Technical problems caused by an event that is "out of the ordinary" eg, a hidden manufacturing defect
So can I claim if...
- There was a technical fault with the plane? There have been multiple court cases on this. The most recent was van de lans v KLM, which went in the consumers' favour – in September 2015 the European Court of Justice clarified you CAN claim for technical faults. As it's the highest court in Europe, all others should follow its decision.
This ruling followed a previous judgment in June 2014 made by the UK's Court of Appeal – it also said passengers are able to claim for technical problems. See the court cases section for full information.
- My flight was rescheduled due to underbooking and I flew later? Yes, you can claim, depending on the arrival time of the rescheduled flight you're put on, and as long as you meet certain other criteria. See the cancellations section for the full details of when you can claim.
- The pilot or crew were late. It's likely you could claim if the pilot or crew were late, as this could be seen as the airline's fault for not properly planning turnaround times between flights, or for not providing additional cover. However, claims are investigated on a case-by-case basis, and will depend on why exactly the crew or pilot were late.
- The plane I was due to fly on was late from its previous destination. To be honest, we're not 100% sure whether you can claim for compensation as the law isn't specific enough to cover this scenario.
The CAA says these type of decisions will be made on a case-by-case basis.
A case heard at Macclesfield County Court in September 2013 may strengthen your right to claim in this scenario. A judge ruled in favour of a passenger whose Easyjet flight from Gatwick was delayed after the aircraft was held up following bad weather on an earlier flight. The judge said the airline couldn't demonstrate it had done everything it its power to prevent the delay.
While the case outlined above isn't binding as it was heard at a county court, it's still worth making a claim and citing it as an example. Why should you be penalised if the airline chose a tight turnaround time, meaning more chance of it suffering delays? If nothing else, it will help set a precedent.
- My flight was diverted to a different airport. What matters is if you arrived at your final destination more than three hours late. Depending on the cause of the diversion, you may be able to claim for compensation.
An example is if you were supposed to fly direct from London to New York, but ended up being diverted via Washington, which meant you suffered a delay. In this example, you would normally be taken by an alternative flight, coach, taxi or train, provided by the airline, to New York – so what counts for your claim is the overall time it took to get to New York.
The European Commission's guidelines on diverted flights say that in this situation the claim would be treated as a delay.
- I missed a connecting flight? If the initial disruption causes you to arrive at your final destination over three hours late, then depending on what caused the disruption, you can claim compensation. What matters is when you arrive at the final destination on your ticket. So if you book a London to Las Vegas flight via New York, where both legs are on the same ticket, what counts is when you get to Las Vegas.
But if you book your connecting flight separately from your original flight, meaning it's on another ticket, then you can only claim based on the delay to each individual flight. So using the same example, if you book London to New York separately from New York to Las Vegas, and the London to New York journey is delayed by less than three hours, causing you to miss the Las Vegas flight, then you can't claim compensation.
- There was a technical fault with the plane? There have been multiple court cases on this. The most recent was van de lans v KLM, which went in the consumers' favour – in September 2015 the European Court of Justice clarified you CAN claim for technical faults. As it's the highest court in Europe, all others should follow its decision.
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Delays must be three hours+ to claim
Compensation for delays is only due on flights arriving three hours or more late. How long the delay is determines how much you could be entitled to.
Crucially, this is a straight rule. It's about when you arrive, not when you leave. So if you're on a flight that takes off four hours late but lands 2 hours 55 minutes late, you're not eligible for compensation.
Your arrival time is actually deemed to be when the plane opens at least one of its doors. This follows a ruling by the European Court of Justice in September 2014, after Germanwings unsuccessfully tried to argue that as its plane had touched down just less than three hours late its passenger had no right to compensation.
The three hour rule is also about compensation for a delay, not a refund of the flight ticket cost, so the amount you are due is fixed dependent on the delay length and distance travelled. You can use the Web Flyer site to check the distance of your flight.
Compensation is also per person, so for a family of four, quadruple it (although where a passenger travels free of charge you cannot claim). BUT for EU flights, compensation is based in euros, meaning the amount you'll get in sterling will fluctuate, depending on the exchange rate at the time the payment is made.
My flight's been delayed. How much will I get?
ARRIVAL DELAY DISTANCE COSTS COMPENSATION IF YOU TRAVELLED (I) FARE REFUND IF YOU DIDN'T TRAVEL (II) Under two hours Any distance No No No 2 hours – 2h 59mins Any distance Maybe (iii) No No 3 hours+ All flights under 1,500km, eg, London to Paris (iv) Yes €250 (£210) Yes, if delayed over five hours All flights between 1,500km and 3,500km, eg, Manchester to Malaga (iv) Yes €400 (£340) Flights within the UK/EU only, 1,500+ km Yes €400 (£340) 3-4 hours Flights between a UK/EU and non-UK/EU airport, 3,500km+, eg, London to New York No €300 (£250) 4 hours+ Flights between a UK/EU and non-UK/EU airport, 3,500km+, eg, London to New York Yes €600 (£500) (i) You're only entitled to compensation if you meet the eligibility criteria outlined in the guide. (ii) You're entitled to a refund of your fare, regardless of the delay's cause. (iii) Depending on the length of the flight, this rule kicks in on delays of more than two or more than four hours. (iv) If leaving a UK/EU airport, or returning to a UK/EU airport on a UK/EU airline. Sterling figures based on the late-Apr 2022 exchange rate of €1.20 to £1. Rounded to nearest £10. Quick questions
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If the airline says no, it isn't the end
Just because the airline's rejected or put your case on hold, doesn't mean it's correct. If you feel you've a legitimate claim but have been fobbed off, you can take your case to the relevant regulator or alternative dispute resolution service to look into. Again, this is something you can do yourself – you don't need a claims handler to do this.
Exactly who you escalate your case to depends on which airline you flew on, and where you were flying from and to – see who to go to if the airline turns you down for full help. In some cases you'll be able to appeal to an ombudsman-style scheme with binding powers. In others, the regulator's rulings will be advisory.
For most airlines it won't cost you anything to take your claim further, though with some – including British Airways – there's a £25 fee if your appeal's unsuccessful. See our how to claim section for full help.
If your appeal is unsuccessful it's still possible to go to court if you really want to press your case, though then you need to weigh up if it's worth it – see how to take your case to court.
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Don't meet these conditions? You may still be able to claim
There are a number of circumstances where you may not meet the conditions of the UK regulation, or the EU regulation 261/2004 as outlined in the points above, but it may still be worth trying to claim for some compensation. For example...
More info if...
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Flight CANCELLATION compensation – the rules
Below are the rules if your flight has been cancelled. If your flight has been delayed, please see the rules detailed directly above.
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It's only for UK or EU-regulated flights
A UK or EU flight is where the flight departed from an UK/EU airport, regardless of the airline OR where a UK/EU airline landed at a UK/EU airport. Under these rules, EU airports also include those in Iceland, Liechtenstein, Norway and Switzerland.
So a cancelled Manchester to Miami flight qualifies, regardless of the airline. Yet for Miami to Manchester, you are entitled to compensation flying Virgin or KLM, but not on Air India.
If you WEREN'T on a UK or EU-regulated flight, you can't claim under UK/EU rules, but there are still avenues you can try. See What if I wasn't on a UK/EU flight?
Quick questions
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You can claim back to 2016
In theory you can apply for compensation for any past delays stretching back as far as February 2005 – but in practice it's extremely unlikely you'll be able to go back further than 2016.
In fact, flight delay solicitors Bott & Co, who say they've dealt with over 200 airlines and more than 416,000 claims, believe any airline will refuse your claim if it is longer than six years ago.
This is because in England, Wales and Northern Ireland, due to the statute of limitations, if you need to take the airline to court to get the cash (not too common, don't be unduly worried) then you can only go back six years. In Scotland, it's five years. So older claims can be tricky.
Quick question
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You're entitled to a refund or a new flight, no matter the reason for cancellation
When a flight is cancelled, however long before it was due to take off, you have a right to choose between...
- EITHER a refund for the flight that was cancelled.
- OR an alternative flight (airlines call this re-routing) to your destination.
This applies:
Regardless of how long before the flight you were told of the cancellation.
Regardless of what it was that caused the cancellation.
And if the flight you were on departed from a UK/EU airport, regardless of the airline, OR you were on a UK/EU airline and landed at a UK/EU airport. If you were on another flight anywhere else in the world, you may still be able to get your money back and compensation, but you're at the mercy of other sets of rules.
Quick questions
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It must be the airline's fault for compensation as well – and it must have cancelled your flight within two weeks of departure
You CAN claim additional compensation of between €125 (£100) and €600 (£500), depending on the arrival time of a rescheduled flight you're put on.
Even if you go for a refund of your original ticket, rather than be re-routed, meaning you don't travel, you can claim compensation based on the timings of the alternative flight offered.
To qualify, you must meet the following criteria:
As long as it happened after 2016 (in theory you can claim post-17 February 2005 but rules surrounding claims courts make this extremely unlikely).
Your rescheduled flight, whether you board it or not, must have arrived at its destination later than scheduled. The compensation for flight cancellations section below explains how much you'll get, depending on the length of the delay.
Your flight is cancelled by the airline within 14 days of your journey.
The flight you were on must have departed from a UK/EU airport, regardless of the airline, OR it must have been a UK/EU airline and landed at a UK/EU airport. If you were on another flight anywhere else in the world, you may still be able to get your money back and compensation, but you're at the mercy of other sets of rules.
The reason for the cancellation must have been the airline's fault, eg, the pilot was sick and not replaced, the flight was cancelled as it was underbooked, or the airline's staff called a strike.
You won't be able to claim compensation if any of the following apply:
You were told of the cancellation between seven days and two weeks before the scheduled time of departure and offered re-routing, which meant you departed no more than two hours before the scheduled time of departure, reaching your final destination less than four hours after the scheduled time of arrival.
You were told of the cancellation less than seven days before the scheduled time of departure and offered re-routing, which meant you departed no more than one hour before the scheduled time of departure, reaching your final destination less than two hours after the scheduled time of arrival.
The flight you were on departed from and landed at a non-UK/EU airport, regardless of the airline, or you were coming from a non-UK/EU country on a non-UK/EU airline, regardless of where it landed.
Where the delay is out of the airline's hands due to an 'extraordinary circumstance'. These 'extraordinary circumstances' include:
- Bad weather (although common sense is needed here as it could be argued heavy snow at an airport near a ski resort is to be expected)
- Industrial action by air traffic controllers, airport staff and ground handlers
- Political problems
- Security or safety issues
- Air traffic management decisionsThe above scenarios are outlined in EU regulations as being 'extraordinary circumstances'. It's a grey area as to what other situations and scenarios would be covered. The only guidance we have is that an 'extraordinary circumstance' relates to anything outside the airline's hands.
If you're unsure about whether your cancellation was due to an extraordinary circumstance, it's worth putting in a claim. If the airline rejects it, you're able to take your complaint to the relevant regulator or adjudicator.
One flyer, Lucy, had her Christmas plans ruined when her flight was cancelled because Birmingham Airport had closed its airspace. Easyjet rejected her compensation claim, citing exceptional circumstances, so Lucy went to an adjudicator. It ruled that the Easyjet aircraft had already been delayed earlier in the day, meaning it could not depart as scheduled before the (unscheduled) airspace closure.
Lucy was subsequently paid £857 in compensation.
Quick questions
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How much you'll get depends on the flight delay and distance
This is compensation for a delay, not a return of the flight ticket cost, so the amount you are due is fixed dependent on the delay length and distance travelled. You can use the Web Flyer website to check the distance of your flight.
Compensation is also per person, so for a family of four, quadruple it (although where a passenger travels free of charge you cannot claim). BUT compensation is based in euros, meaning the amount you'll get in sterling will fluctuate, depending on the exchange rate at the time the payment is made.
As you can see from the tables below, if you depart earlier than your original flight you'll probably arrive earlier so you won't be due compensation. But where you've departed earlier than the original flight and arrived later, because you've been put on a different route that is longer, or been given a connecting flight that delays you getting to your destination, for example, compensation may be due.
Flight cancelled 7-14 days before departure
FLIGHT LENGTH 0 – 1,500KM, EG, LONDON TO PARIS 1,500 – 3,500KM, EG, LONDON TO ISTANBUL 3,500KM+, EG, LONDON TO NEW YORK Time of alternative flight vs original (i) Leaves 2+ hrs before, lands up to 2hrs after Lands 4+ hrs late. OR leaves 2+ hrs before, lands 2hrs+ after
Leaves 2hrs+ before, lands late (up to 3hrs after) Lands 4hrs+ late. OR leaves 2hrs+ before, lands 3-4hrs after Leaves 2hrs+ before, lands late (up to 4hrs after) Lands 4hrs+ late Compensation €125
(£110)€250
(£210)€200
(£170)€400
(£340)€300
(£250)€600
(£500)(i) Based on the timings of alternative flight offered. Sterling figures based on the late-Apr 2022 exchange rate of €1.20 to £1. Rounded to the nearest £10. Flight cancelled less than 7 days before departure
FLIGHT LENGTH 0 – 1,500KM, EG, LONDON TO PARIS 1,500 – 3,500KM, EG, LONDON TO ISTANBUL 3,500KM+, EG, LONDON TO NEW YORK Time of alternative flight vs original (i) Leaves 1hr+ before, lands up to 2hrs after Lands 2hrs+ late Leaves 1hr+ before, lands late (up to 3hrs after) Lands 3hrs+ late Leaves 1hr+ before, lands late (up to 4hrs after) Lands 4hrs+ late Compensation €125
(£110)€250
(£210)€200
(£170)€400
(£340)€300
(£250)€600
(£500)(i) Based on the timings of alternative flight offered. Sterling figures based on the late-Apr 2022 exchange rate of €1.20 to £1. Rounded to the nearest £10. Quick questions
You can be bumped off a flight – but you may be entitled to compensation
Airlines often book more passengers on to a flight than there are seats, on the basis that it's unlikely all of them will show up. If they all do, then airlines may have to ask some passengers to wait for another flight.
First it'll likely ask for volunteers. If you voluntarily give up your seat, then the amount of compensation you're due is between you and the airline, though you're likely to get cash or vouchers, plus a seat on a later flight, plus food/hotel if it's a long/overnight wait.
If there aren't enough volunteers willing to surrender their seats, then airlines can deny boarding to selected passengers. Typically, those with expensive tickets or elite frequent flyer status won't be forced off. Some airlines may choose passengers who checked in last, or those who are booked cheap tickets.
If you're forced off due to overbooking, then under UK/EU rules you're entitled to compensation. This means you can get a refund or a new flight, and based on the timings of the alternative flight you're offered you may also be eligible for compensation – even if you opt for the refund – as overbooking was the airline's fault. The table below shows how much you could get.
How much compensation are you due?
FLIGHT LENGTH | ARRIVAL DELAY | COMPENSATION DUE |
---|---|---|
Up to 1,500km, (all flights), eg, London to Paris | Up to 2 hours | €125 (£110) |
Up to 1,500km, (all flights), eg, London to Paris | 2 hours+ | €250 (£210) |
1,500km – 3,500km (all flights), eg, Manchester – Malaga | Up to 3 hours | €200 (£170) |
1,500+ km (flights within the UK/EU only) | 3 hours+ | €400 (£340) |
3,500km+ (flights between a UK/EU and non-UK/EU airport), eg, London to New York | Up to 4 hours | €300 (£250) |
4+ hours | €600 (£500) | |
(i) Based on the timings of alternative flight offered. Sterling figures based on the late-Apr 2022 exchange rate of €1.20 to £1. Rounded to the nearest £10. |
What if I'm downgraded?
You also have a right to compensation under EU law if you're chucked out of the higher classes. (As usual, you must be taking off from a UK/EU airport, or arriving at a UK/EU airport on a UK/EU airline.)
Unfortunately you won't get a full refund of what you paid for your ticket, assuming you do get to travel on the plane – the CAA says this is because the airline has still provided you a service, even if it's not what you paid for. But you are due the following amounts of compensation, depending on the distance:
- Short-haul flights (less than 1,500km) – you'll get 30% of your ticket cost back
- Medium-haul flights (between 1,500km and 3,500km) – you'll get 50% of your ticket cost
- Long-haul flights (more than 3,500km) – you'll get 75% of your ticket cost
The airline should pay you within seven days. If you were only downgraded for part of your journey, eg, just the return leg, your refund will be worked out on this basis.
Still not had your question answered? Let us know in the forum discussion and we'll endeavour to add it to this section.

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How to make a claim

If you fit the criteria above you can make a claim using our free online reclaim tool, which uses technology from complaints site Resolver. Alternatively, you can use our free template letters.
The flight delay tool is best for anyone with an EU claim who, if rejected by their airline, would go on to complain to the Civil Aviation Authority or an adjudicator covering a flight to, from or via the UK. This covers…
- Anyone whose flight departed from the UK.
- Anyone who arrived in the UK on a UK/EU airline, from outside the UK/EU.
Anyone with an EU claim, who if rejected by their airline would go on to complain to a (non-UK) EU regulator, may be better off using our free template letters. This covers…
- Everyone not included in the categories above – you can still use Resolver to go to the airline, plus there's a function to take you to different regulators.
- Those who flew on a UK/EU airline from outside the UK/EU to somewhere in the EU other than the UK (eg, KLM from New York to Amsterdam) – you can still use Resolver to go to the airline, but if your claim is rejected, Resolver does not escalate to a regulator.
You'll need to use our template letters for these airlines. A number of airlines are refusing to accept complaints via Resolver, and so you'll need to complain directly, using our template letter below. The airlines are: Air Blue, Blue Air, Emirates, Jet2, Pakistan International Airlines, SAS, Saudia, Swiss, TAP.
Use our free tool to apply for UK/EU flight compensation

Our free online tool helps drafts the letter for you, tells you when you've been sent a response, keeps track of your complaint and escalates it if necessary.
We do this using the complaints firm Resolver, which provides the technology, but the underlying template letters and logic behind it are ours.
Resolver will remind you to escalate your claim within the airline and, if necessary, to the appropriate regulator or adjudicator after eight weeks (though if your complaint is escalated to the Civil Aviation Authority, you are still likely to be asked to fill in the CAA's own complaints form.) See more on Escalating your complaint below.
- How long should my claim take? There's no set timescale but typically 4-12 weeks.
- Can't find your airline? If you can't find yours, Resolver says airlines can be added to the tool quickly if you alert it via its website. If you don't want to wait, you'll need to complain directly. (As above, 10 airlines aren't accepting complaints via Resolver.)
- Unhappy with Resolver? The majority of feedback we have on on flight delay reclaims with Resolver is positive. Read past feedback and leave your own on our Resolver forum thread. For more on how we work with Resolver see our full Resolver guide.
Or use our free template letters
If you decide not to use Resolver, you can submit your complaint directly, using our free template letters to help.
Step 1: Complain to the airline
Different airlines have different procedures for claiming, including emailing or an online form. So check what method your airline wants you to use before claiming.
Just remember to explain what went wrong and state what you want in terms of compensation and/or reimbursement. You can use this link to double-check how far the flight distance was.
If you're claiming under EU law, remember to say you want to claim compensation under EU regulation 261/2004.
If you're claiming under UK law, say you want to claim compensation under The Air Passenger Rights and Air Travel Organisers’ Licensing (Amendment) (EU Exit) Regulations 2019 – this is where EU regulation 261/2004 has been written into UK law.
It's important you do this – quoting the law each time lets airlines know you're serious.
Use our free template letters to complain
You can use our free template letters, which are based on information from the Civil Aviation Authority.
Even if you're asked to fill in an online complaints form you can use our template letter or segments of it to help your claim. Download using the following link: Delayed flights template letter.

Remember, it's the operator of the flight, rather than the firm you booked with, which is responsible when things go wrong. So if you booked a ticket via Qantas, but were on a BA plane, then as BA operated the flight, it's responsible if anything goes wrong.
Here are links to the major airline complaints pages, which will explain whether you need to get in touch by writing, or by using online complaints forms.
If your airline's not listed above, go to its website or call to find out the best way to make a claim.

Just because your case has been rejected or put on hold by the airline, it doesn't mean that's the end of the line for your complaint. If you think you have a legitimate claim, you can take your case either to the relevant regulator or one of several new adjudicators many airlines have signed up with.
Escalating your complaint is normally free, but watch out – one of the adjudicators, CEDR, charges a £25 fee if your appeal's unsuccessful.
If you flew to or from the UK and your airline's with an adjudicator, you MUST use it
The CAA, the UK's airline regulator, has been approving various Alternative Dispute Resolution (ADR) schemes to take on cases. If your airline has signed up to one it has to tell you when it rejects your claim – if the ADR scheme covers the flight you flew on you MUST go to it if you want to appeal. The advantage of going to an ADR scheme is its decision is generally binding on the airline.
These are the adjudicators currently approved by the CAA, and the airlines they cover:
AviationADR (formerly The Retail Ombudsman) – Air Astana, Air Baltic, Air Canada (and Air Canada Rouge), Air France, Asiana Airlines, Buzz, Delta, Easyjet, Egypt Air, Flybe, Garuda Indonesia, KLM, Lauda, Malta Air, Oman Air, Royal Brunei Airlines, South African Airways, TAP Portugal, Tui, Turkish Airlines, Virgin Atlantic and Wizz Air. You can submit your complaint here – there's no fee if your claim's unsuccessful.
CEDR – British Airways and Cathay Pacific. You can submit your complaint here. If your claim's unsuccessful you'll have to pay a £25 fee, but if you're awarded any compensation this fee will be waived.
Czech Trade Inspection Authority – Czech Airlines and Smart Wings/Travel Services. You can submit your complaint here. There's no fee if your claim's unsuccessful, but this scheme's decisions are not legally binding on the airline
- Latvian Consumer Rights Protection Centre – Air Baltic. You can submit your complaint here.
- Söp – Austrian Airlines, Brussels Airlines, Eurowings, Germania, Germanwings, Lufthansa, Scandanavia Airlines SAS and Swiss. You can submit your complaint here – there's no fee if your claim's unsuccessful. This scheme's decisions are not legally binding on the airline, but it says 90% of businesses follow its rulings.
Quick questions if your airline's not covered
What if the airline STILL says no?

Some airlines play hardball with claims and sometimes reject people even when the CAA or other regulators say you have a claim.
The problem is that regulators do not have the same powers as ombudsman schemes – they can't force airlines to pay out.
If the airline rejects your claim even after you've gone to the regulator... Unfortunately the next step is really to take it to the small claims court. Don't think going to court is about judges and wigs though – you can actually claim online. See below for help on making a court claim.
If you used the airline's ADR scheme and you're not happy with the outcome... The adjudicator's decision is only binding on the airline, not on you, so if you're unhappy with the outcome you could consider taking your case to the small claims court.
If the airline is keeping your claim on hold... The only way to force the airline to deal with your claim is to take it to court. If your claim's been delayed due to the ongoing legal battles (see court cases for more details), you may be best waiting for them to be resolved.
However if your claim is nearing the six-year time limit for taking court action, consider filing proceedings fast. The Ministry of Justice has confirmed court claims which go over the six-year limit while on hold will still be heard.
While the onus is on the airline to prove the cause of the delay, unfortunately, as there's no central database collating why flights are delayed, it's their word against yours. So try and recall whether you were told anything by the pilot or airport staff at the time of the delay to back up your claim. If you don't think the airline has cited the correct cause of delay, it may be worth challenging in court.
Unlike regulators, ADR schemes do have binding powers – so if you went to an adjudicator and it ruled in your favour the airline should pay up.
How to take your case to court

If you complained to the airline and lost and then complained to the relevant regulator, ADR or the European Consumer Centre and lost again – or the airline's put your case on hold – you can go to court. Unfortunately our Resolver tool can't help with this – though you will be able to download details of your case so you have it to hand.
You can take your complaint to a county court in England, Wales and Northern Ireland, or a sheriff court in Scotland. To use the courts' small claims system, your claim needs to be under £10,000 in England and Wales, or under £5,000 in Scotland or £3,000 in Northern Ireland.
You can also ONLY take your case through the small claims system within six years from the delayed flight in England, Wales and Northern Ireland. In Scotland, you've got five years.
Subject to this, anyone can make a claim in the small claims courts, although the airline you claim against could challenge whether or not you can use the court you want to use – it's up to the court you apply to to decide.
- Flight departed/arrived in the UK, or was operated by a UK airline? The ECJ ruled in a case in 2009 that you can take an airline to court in either the country the plane was due to arrive in or depart from, regardless of where the airline's based.
- Got a UK address for the airline? The European Consumer Centre says if so, you can take an airline to court here, even if the head office is based elsewhere.
For more information on going to court and what this entails, see our Small Claims and How to Complain guides. It may also be worth considering taking legal advice.
Made a claim? Let others know how it's gone in the forum on your airline's thread: British Airways, Easyjet, Flybe, Jet2, KLM/Air France, Lufthansa, Ryanair, Tui (formerly Thomson) & Virgin Atlantic. If your airline's not listed, let us know on this guide's discussion thread.

Major court challenges – how your claim is affected

Some airlines have fought tooth and nail in court to try to reduce the number of passengers that can claim – and have previously put claims on hold while they went to court. There were two big issues – whether you can claim for technical faults and how far back you can claim – plus others which have cropped up. Here's the latest on four key areas:
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The 'extraordinary circumstances'/technical faults issue – highest EU court confirmed you CAN claim
Technical faults were a major bone of contention for both passengers and airlines. But a landmark ruling by the European Court of Justice in September 2015 finally handed victory to passengers after more than a year of court battles. The key point here is:
You CAN claim for technical problems that haven't been caused by "extraordinary circumstances". Normal technical problems such as component failure or general wear and tear should not be considered "extraordinary".
However you CAN'T claim when a manufacturer or other authority discovers a hidden defect, as this is outside the airline's control.
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The 'you can only go back two years' issue
The key point here under UK law is:
You CAN claim for flights going back at least six years (five in Scotland) – so don't listen if an airline claims you can only go back two years.
In 2014 the UK Court of Appeal ruled in the Dawson v Thomson case that you can claim for flights going back at least six years in England and Wales. Later that year the Supreme Court, the UK's highest court, refused to hear Dawson v Thomson after Thomson (now rebranded as Tui) tried to appeal against the Court of Appeal's decision.
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The 'can't claim for connecting flights' issue
In February 2017 the CAA announced it was taking action against five major airlines, American Airlines, Emirates, Etihad, Singapore Airlines and Turkish Airlines, which it claims had been "wrongly denying" claims for connecting flights.
The CAA says the airlines had been refusing to compensate passengers who bought one ticket for connecting flights, but arrived at their final destination over three hours late because a delay to their initial flight meant they missed a connection.
In October 2017 the Court of Appeal ruled in a court case which tested the issue, and came out in favour of passengers who'd tried to claim. Emirates asked for permission to appeal to the Supreme Court, but this was refused (see news story).
If you were delayed as a result of a missed connection, here's what the CAA's action means for you:
If you haven't already claimed, do so. Use our step-by-step help.
If your delayed flight was within the past six years, you claimed and were turned down by the airline, claim again. You can try going back to the airline to claim, but if you're turned down again, escalate your case to the CAA or an ADR scheme. If you've already had a claim turned down by the CAA or ADR you may not be able to escalate to them again, but you can try going back to the airline (or straight to court, though this could be tricky).
If your delayed flight was more than six years ago, it's difficult. You only have six years from the date of delay to take an airline to court, so it's highly unlikely the airline will pay out after this (though there's no harm trying anyway).
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The 'wildcat strikes by airline staff' issue – you CAN now claim
Although planned strikes by airline staff are classed as within the airline's control (and therefore any resulting flight delays are covered by UK/EU rules), it hasn't always been clear whether 'wildcat' strikes – which aren't officially organised by a trade union – were covered too.
However, in April 2018 the European Court of Justice ruled that a wildcat strike by airline staff DOESN'T count as an 'extraordinary circumstance'. This means any resulting flight delays therefore ARE covered by UK/EU rules (though other strikes, for instance by baggage handlers or air traffic control staff, still won't be).For full details of the court ruling, see our You CAN claim for delays caused by 'wildcat' strikes MSE News story. Earlier this year, Ryanair was also told by the Court of Appeal to pay passengers strike compensation after initially refusing.
If you were delayed as the result of a 'wildcat' strike, here's what you need to do now:
If you haven't already claimed, do so. Use our step-by-step help.
If your delayed flight was within the past six years, you claimed and were turned down by the airline... claim again. You can try going back to the airline to claim, but if you're turned down again, escalate your case to the CAA or an ADR scheme. If you've already had a claim turned down by the CAA or ADR you may not be able to escalate to them again, but you can try going back to the airline (or straight to court, though this could be tricky).
If your delayed flight was more than six years ago, it's difficult. You only have six years from the date of delay to take an airline to court, so it's highly unlikely the airline will pay out after this (though there's no harm trying anyway).
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If my claim is complex, should I consider using a claims firm/solicitor?
Certainly in the first instance you should be writing to the airline and then to the relevant regulator or ADR scheme yourself. This is simple and free to do with our template letters – we don't think it's worth giving 30% of what you're due to a claims firm when you can do it yourself.
However we make a possible exception to this if things get tricky and court is the only option left – then it can be worth paying, especially if the thought of court action scares you. Even then though consider using a reputable solicitors' firm like Bott & Co, which has been pioneering in this field, rather than a claims management company.
Of course if you do, it means you will need to give away some of your payout. It's also worth remembering that claims firms usually only like the easy cases that you could win yourself easily without their help, so the fact that one is willing to take you on at this point is in itself a good sign.
What if I wasn't on a UK or EU flight?

If you weren't on a UK or EU-regulated flight (ie, a flight from a UK/EU airport or to a UK/EU airport on a UK/EU airline) then sadly you won't be covered by the UK/EU flight delay compensation scheme.
The regulator the CAA says most airlines base their terms and conditions on those recommended by the International Air Transport Association. This means that when delays happen, most airlines have a contractual obligation to offer passengers a choice between a later flight, mutually agreed alternative transport or a refund.
But to try to get compensation as well, there are still avenues you can try:
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Check if similar compensation schemes exist
The CAA says you should first check whether the country where the airline is based has any compensation schemes similar to the UK/EU one. Failing that, check whether there are any compensation schemes in the country where the flight departed from (if it's different).
The European Consumer Centre for Services website may be able to direct you to other agencies outside the EU, for help or advice on your rights locally. -
See if you can claim under the Montreal Convention
The Montreal Convention, an international agreement about flights, is more typically used to make claims for missing baggage. But you may be able to use it to make a claim for a flight delay too if your flight's not covered by the UK/EU rules.
In a nutshell, if you were on an international flight which took off from one of the countries signed up to the Montreal Convention (more than 100 are – see a full list), you might be able to claim for losses caused by a delay. You can't claim for cancellations or being bumped off a flight under this rule though.
This is about reclaiming losses rather than compensation, so you'll need to prove you've suffered a financial loss as a direct result of the delay, eg, extra car park or hotel costs. To help your claim, make sure you keep evidence of extra costs, such as receipts.
To claim, complain directly to your airline saying you wish to reclaim your cash under the Montreal Convention. If it refuses your claim, you may be able to go to an alternative dispute resolution scheme if the airline's signed up to one, or to a court – however, the CAA says it does not have any enforcement powers regarding the Montreal Convention.
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Complain to the airline
It may get you nowhere, but it's worth a try anyway. Check the airline's website for its complaints procedure.
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Check if you're covered by your travel insurance
Your travel insurance policy may offer some limited cover for delays, though not all policies will. Some may pay you a lump sum based on the length of delay, while others will simply refund costs you've incurred such as hotels or alternative transport.
Here are some examples of what the major insurers provide, although whether you'll get compensation will depend on the cause of the delay:
Aviva and LV's Premier policy will give you £25 for each 12-hour period you're delayed, up to a maximum of £250.
Churchill and Direct Line will refund up to £200 in costs if you're delayed by more than 12 hours.
The Association of British Insurers says:
Most travel insurance policies will give you some cover if your flight's delayed, but this can be quite limited. Usually delay cover will only kick in if the delay was caused by adverse weather, strikes or mechanical aircraft failure.
This cover will also typically only kick in after a certain amount of time, so if the delay's over eight hours, for example. But this won't be the case for every policy, so you should check the terms of your travel insurance to see what's included.
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