My flight was cancelled. What are my rights?
It can be highly stressful and chaotic when a flight is delayed or cancelled. When this happens, you may be due compensation. There are rules in place for flights on EU and British airlines departing from inside and outside the European Union and the UK.
NOTE: If the flight is on a non-EU/UK carrier from outside Europe, the only course of action is to check if travel insurance can help.
My UK/EU flight was cancelled outright.
If you can answer yes to these stipulations, you may be eligible for compensation.
- You were notified of it less than 14 days before the flight.
- You have a confirmed flight reservation.
- The disruption occurred in the last 3 years.
- The reason for the flight disruption was within the airline’s control.
- If you took a replacement flight, your new arrival time was significantly different to your original flight.
What can I expect if my flight is cancelled or delayed?
At the very least, you can expect to be kept up to date. Check their airline’s website, app or X. They may have sent you an email too. For delays of under two hours, you can expect the bare minimum. Generous airlines may offer vouchers for refreshments.
For longer delays a duty of care is required as follows.
- Short flights (up to 1,500km): refreshments after two hours
- Mid-haul journeys (1,500 to 3,500km): three hours
- Longer trips: four hours
- Overnight delays: the airline must find and pay for a hotel room. Sometimes the airline will cheekily ask you to find your own room and reclaim later.
Note that if the airline believes providing the care would further delay the flight, it may forgo this courtesy. Bear in mind that if the cancelled flight was from an airport outside the UK or EU and you are booked on a UK or EU airline, the same rights apply. Otherwise, you must rely on the generosity of the airline and also check to see if your travel insurance covers you.
The delay to another day means it’s no longer worth my while to travel. Can I get a refund?
In this case, airlines will offer you a cash refund that you will receive within 10 days or perhaps a voucher for use at another time. Some airlines, such as easyJet, will only refund cash.
How much compensation can I expect?
The payment depends on the distance of the trip:
- Under 1,500km £220 or €250
- 1,500-3,500km, £350 or €400
- Above 3,500km, £520 or €600.
- If a long-haul arrival delay is between three and four hours, the compensation is halved
You will not be eligible for compensation when the airline can demonstrate “extraordinary circumstances”. According to EU rules, extraordinary circumstances are defined as “political instability, meteorological conditions incompatible with the operation of the flight concerned, security risks, unexpected flight safety shortcomings and strikes”.
I believe I am owed compensation. Should I get an expert to do it?
It can be daunting, but you could start by writing to the airline and then to the relevant regulator or ADR – Alternative Dispute Resolution – scheme yourself. Also check the airline’s website as often they will have a website dedicated to claims. This includes British Airways, and Easyjet who have a Disruption Help Hub.
Alternatively, you can ask Air Help to do this for you, and they will take part of your compensation as a fee.
And finally, travel insurance is essential.
Invest in robust travel insurance. It just makes life easier when airlines are not responsive, or if you find yourself travelling on an airline not covered by EU rules. TOP TIP: If your travel insurance was a freebie supplied by your bank, check it is still in date.
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