EU261 Flight Compensation: How to Claim Up to €600 for Delays and Cancellations
EU Regulation 261/2004 (EC 261, now retained in UK law post-Brexit as UK Regulation 261) is one of the strongest consumer protection laws in the world, and one of the least understood by the passengers it protects. Most passengers experiencing a delayed or cancelled flight have no idea they may be entitled to financial compensation of up to €600 (£520) per person, in addition to the airline's duty to provide meals, refreshments, accommodation, and transport while they wait. Airlines do not volunteer this information; the responsibility falls on the passenger to know their rights and to make the claim. An estimated £500 million in unclaimed UK passenger compensation went uncollected in 2023 alone, according to the Civil Aviation Authority.
What EU261/UK261 Covers
The regulation applies when all of the following are true:
- Your flight departed from an airport in the EU or UK (any airline), OR arrived in the EU or UK on an EU or UK-based carrier
- You had a confirmed reservation and checked in on time (within the deadline shown on your ticket)
- The disruption was a delay of 3 or more hours at the final destination, a cancellation with less than 14 days' notice, or a denied boarding situation (being bumped from an overbooked flight)
It does not apply to:
- Flights arriving in the EU on a non-EU carrier (e.g., Delta or United flights from New York to Paris are not covered on the arrival leg; they are covered on the departure leg if from an EU airport)
- Disruptions caused by extraordinary circumstances (see below)
- Passengers who have already received compensation, been offered a full refund, or been rerouted at no cost to an equivalent destination
The Compensation Amounts
Compensation is fixed by flight distance, not by ticket price or class of travel:
| Flight Distance | Delay Required | Compensation |
|---|---|---|
| Under 1,500km (e.g., London to Amsterdam) | 3+ hours | €250 (£215) |
| 1,500km to 3,500km (e.g., London to Marrakech) | 3+ hours | €400 (£345) |
| Over 3,500km (e.g., London to New York) | 4+ hours | €600 (£520) |
The compensation is halved (€125, €200, or €300) if the airline offers rerouting that arrives within 2 hours (short-haul), 3 hours (medium-haul), or 4 hours (long-haul) of the original arrival time. The delay is measured at the final destination as the difference between the scheduled and actual arrival times; the delay clock starts when at least one aircraft door opens at the destination gate.
The Duty of Care: What Airlines Must Provide While You Wait
Separate from compensation, the regulation requires airlines to provide care to passengers experiencing delays of 2 or more hours (for flights under 1,500km) or 3 or more hours (for longer flights):
- Meals and refreshments appropriate to the waiting time
- Two free telephone calls, emails, or faxes
- Hotel accommodation if an overnight stay becomes necessary, plus transport to and from the hotel
If the airline fails to provide these services, you can purchase them yourself and claim reimbursement, provided the expenses are reasonable. Keep all receipts. A £200 hotel bill for an unexpected overnight is reasonable; a £600 meal for two is not.
The "Extraordinary Circumstances" Exception
Airlines are not required to pay compensation if the disruption was caused by "extraordinary circumstances which could not have been avoided even if all reasonable measures had been taken." The boundary of what constitutes extraordinary circumstances has been litigated extensively in European courts. Confirmed extraordinary circumstances: extreme weather events (volcanic ash, severe storms affecting an entire airport), air traffic control strikes, security threats, and hidden manufacturing defects discovered just before departure. Not extraordinary: most technical problems with the aircraft (regular maintenance issues are inherent to airline operations), staff shortages, operational decisions, commercial scheduling conflicts, and "knock-on" delays where the original cause was extraordinary but subsequent delays are operational.
Airlines routinely cite extraordinary circumstances for claims they are obliged to pay. If an airline declines your claim citing extraordinary circumstances for a delay that appears operational, escalate to the Civil Aviation Authority (UK) or the national enforcement body in the relevant EU country.
How to Make a Claim
- Document everything at the airport: Note the actual departure and arrival times; get written confirmation of the delay reason from airline staff if possible; keep all boarding passes, ticket confirmations, and receipts for expenses incurred.
- Submit directly to the airline first: Most airlines have an online claims portal. Submit within 6 years (UK statute of limitations) but sooner is better for evidence. Include your booking reference, flight number, date, and actual arrival time. Request compensation under Regulation (EC) 261/2004 (or UK Regulation 261/2004 for UK flights) by name.
- If the airline refuses or ignores you: Escalate to the Civil Aviation Authority (CAA) Passenger Advice and Complaints Team, or use an Alternative Dispute Resolution (ADR) scheme. Most UK airlines participate in an ADR scheme; the relevant one for your airline is listed on the CAA website.
- Use a claims management company if preferred: Companies like Skycop, AirHelp, and Flightright handle claims on a no-win-no-fee basis, typically taking 25% to 35% of the awarded compensation. This reduces the admin burden but reduces the payout. Straightforward claims are worth handling yourself; contested or complex claims may benefit from the professional services.
The 14-Day Cancellation Rule
If an airline cancels your flight with more than 14 days' notice, no compensation is owed under EU261, but you are entitled to a full refund of the ticket price. If the cancellation is between 7 and 14 days before departure with a rerouting that arrives within 4 hours of the original scheduled arrival, no compensation is owed. If the cancellation is fewer than 7 days before departure with a rerouting that arrives more than 1 hour late, compensation of 50% of the applicable rate applies. For cancellations under 14 days where adequate rerouting is not offered, full compensation is owed regardless of the reason (unless extraordinary circumstances apply).
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