Your flight was cancelled or seriously delayed — here's exactly what you're owed

Airlines cancel and delay flights constantly, and the overwhelming majority of affected passengers either don't know what they're owed or give up before claiming it. This is not an accident. The system depends on passenger ignorance to function profitably.

Here's what UK law actually says, when it applies, and how to get what you're owed without paying a claims company to take 30% of it.

---

The law: UK261

After Brexit, the UK adopted the EU's flight compensation regulation (EU 261/2004) as domestic law — it's now known as UK261 (technically UK Regulation (EC) No 261/2004 as retained). The rules are essentially identical to what passengers in the EU have.

This regulation applies to you if:

• Your flight departs from a UK airport (any airline, any destination)

• Your flight arrives at a UK airport on a UK- or EU-based airline (e.g. British Airways, Ryanair, easyJet, Wizz Air, Vueling — but not American Airlines flying into Heathrow)

If you're flying a non-UK/non-EU airline into the UK, you're not covered for the arrival leg. The departure leg is always covered regardless of airline.

---

What you're entitled to for flight delays

Right to care (applies from the moment of delay):

• Delays of 2+ hours: meals and refreshments vouchers proportionate to the wait, and two free phone calls or emails

• Delays of 5+ hours: you can abandon the journey entirely and receive a full refund — you don't have to fly

• Overnight delays: hotel accommodation and transfers between airport and hotel at the airline's expense

Airlines often don't tell you this unprompted. If they don't provide vouchers, buy what you need and keep receipts — you can claim these back as "duty of care" expenses, separate from compensation.

Financial compensation for delays arriving 3+ hours late:

If your flight arrives at its destination 3 or more hours later than scheduled, you may be entitled to fixed compensation:

• Flights up to 1,500km: £220 per person

• Flights 1,500–3,500km (e.g. London to Egypt, London to Istanbul): £350 per person

• Flights over 3,500km (long-haul): £520 per person

These are fixed amounts — not based on what your ticket cost.

---

What you're entitled to for cancellations

If your flight is cancelled, you're entitled to either:

• A full refund to your original payment method, OR

• Rerouting to your destination at the earliest opportunity (on another flight, even a different airline)

You choose — the airline doesn't get to make this decision for you.

You're also entitled to the same duty of care as above (meals, accommodation if overnight, etc.) while you wait.

And: fixed financial compensation as above, unless the airline told you about the cancellation more than 14 days before departure. If they notified you with between 7 and 14 days' notice and offered rerouting that's broadly similar to your original plan, compensation is reduced. If they told you within 7 days of departure with no acceptable alternative, full compensation applies.

---

The "extraordinary circumstances" loophole

Airlines routinely deny compensation claims by citing "extraordinary circumstances" — events outside their control that justify the disruption. This includes genuine extreme weather, airport strikes, security threats, and air traffic control restrictions.

What it does not include: technical faults on the aircraft, staff shortages, scheduling errors, or operational decisions. These are within the airline's control and compensation is owed.

Airlines mis-apply this defence all the time. If your claim is denied and the reason given is extraordinary circumstances, look up what actually caused the disruption. If it was a technical issue or a crew problem, reject the denial in writing and escalate.

---

How to actually claim

Step 1: Document everything. Keep your boarding pass, booking confirmation, and any communication from the airline about the delay or cancellation. Note the actual arrival time of your disrupted flight (not just what was announced — the moment the aircraft doors open, officially).

Step 2: Submit a written claim to the airline. Most airlines have an online claims form. Use it, but also send a written email to their customer service address so you have a dated record. State: your flight number, the disruption, and the specific compensation you're claiming under UK261.

Step 3: If denied, escalate to the Aviation ADR or CAA. If the airline rejects your claim or ignores you for 8 weeks, you can escalate to the Civil Aviation Authority (CAA) or an approved Alternative Dispute Resolution (ADR) scheme. This is free and bypasses the need for legal action in most cases.

---

Do not use a claims management company

Dozens of companies offer to claim on your behalf in exchange for 25–40% of your compensation. Do not use them. The process is straightforward enough to do yourself, the regulator is free to use, and there is no reason to give away £80–£200 of what you're owed.

If your claim is particularly complex or the airline is being unreasonably difficult, Citizens Advice has free guidance and the CAA's Passenger Advice and Complaints Team handles complaints for free.

---

The bigger picture: travel insurance

Compensation under UK261 covers the disruption itself, but it doesn't cover consequential losses — a missed non-refundable hotel, a missed connection you booked separately, a ruined wedding anniversary. That's what travel insurance is for.

Good travel insurance should cover: flight delays (typically from 4–6 hours), cancellations, missed connections, and accommodation costs caused by disruption. Check the policy excess and the per-person delay threshold before buying — the difference between a £50 and £150 excess on a delay claim is significant.

We'd recommend getting a quote from SafetyWing — their Nomad Insurance is solid for European and worldwide cover, and the price is competitive for UK travellers.

---