Flight delayed or cancelled: am I owed anything?
You may be, and you can claim it yourself. This is what UK law and the Civil Aviation Authority (CAA) say, with the page each section comes from and the date it was read.
For a delay, the CAA’s figures are a fixed £220, £350 or £520 per person by flight distance, or £260 on a long flight that arrives between three and four hours late. Cancelled and bumped passengers can get less.
Read in the law and on the CAA’s website, 31 Oct 2026.
The short answer
Compensation comes down to three questions.
- Does UK law cover the flight? A flight leaving a UK airport on any airline does. So do some flights into the UK and the EU.
- How late did you get there? The CAA says more than three hours late, and the law says three hours or more. Cancelled flights and being bumped have their own rules.
- What caused it? For delays and cancellations, the airline does not have to pay if it can prove extraordinary circumstances it could not have avoided even with all reasonable measures.
Whatever the cause, the airline must still look after you if your flight is cancelled, or delayed by two, three or four hours or more depending on distance. Compensation is not paid automatically. You claim from the airline yourself. If it says no and belongs to an independent scheme, you may be able to get a free decision from that scheme. Claims firms may use the same schemes, and usually charge a fee.
This is a guide, not legal advice.
Am I owed compensation?
Which flights are covered
The law here is UK261, the air passenger rights rules kept in UK law. It covers your flight if it is:
- leaving a UK airport, on any airline
- arriving at a UK airport on a flight operated by a UK or EU airline
- arriving at an EU airport on a flight operated by a UK airline
A flight into the UK on any other airline, such as from the USA on a US airline, may have different rights. On flights into the UK or the EU the law also leaves out passengers who received benefits or compensation, and were given assistance, in the country they flew from. It applies only to motorised fixed wing aircraft.
You need a confirmed booking. Unless the flight was cancelled, you must also have turned up for check-in on time. That means the time given to you in writing by the airline, tour operator or travel agent. If none was given, it means at least 45 minutes before the published departure time. These conditions do not apply if an airline or tour operator moved you from your booked flight to another one, whatever the reason. Free tickets, and reduced fares the public cannot buy, are not covered. Frequent flyer tickets are.
What the law and the CAA say
“departing from an airport in the UK on any airline”
“arriving at an airport in the UK on an EU or UK airline”
“arriving at an airport in the EU on a UK airline”
CAA cancellations pagechecked 31 Oct 2026
“Different rights may apply to passengers arriving on flights to the UK operated by non-EU carriers such as flights from the USA on US carriers.”
CAA statement, 9 Sep 2026checked 31 Oct 2026
“to passengers departing from an airport located in the United Kingdom”
“the United Kingdom if the operating air carrier of the flight concerned is a Community carrier or a UK air carrier”
“unless the passengers received benefits or compensation and were given assistance in that other country.”
“This Regulation shall only apply to passengers transported by motorised fixed wing aircraft.”
“have a confirmed reservation on the flight concerned and, except in the case of cancellation referred to in Article 5, present themselves for check-in”
“at the time indicated in advance and in writing (including by electronic means) by the air carrier, the tour operator or an authorised travel agent”
“not later than 45 minutes before the published departure time”
“transferred by an air carrier or tour operator from the flight for which they held a reservation to another flight, irrespective of the reason”
“This Regulation shall not apply to passengers travelling free of charge or at a reduced fare not available directly or indirectly to the public.”
“However, it shall apply to passengers having tickets issued under a frequent flyer programme or other commercial programme by an air carrier or tour operator.”
UK law, Article 3checked 31 Oct 2026
How late is late enough
It is measured at your destination airport, not when you take off. The CAA says more than three hours late, and the law says three hours or more. On the number of hours, the two wordings only differ at exactly three hours. This guide does not pick one.
The clock starts at the scheduled arrival time on your booking or other evidence you hold. It stops when you are allowed to leave the plane, not when the wheels touch down. The law has said so since 14 December 2023. With a connection on one booking, what counts is your final destination.
What the law and the CAA say
“You may also be entitled to compensation if the delay means you reach your destination airport more than three hours late.”
CAA delays pagechecked 31 Oct 2026
“In case of a delay of three hours or more in reaching the final destination, the passengers concerned have the right to compensation”
UK law, Article 6checked 31 Oct 2026
““arrival time” means the time passengers are permitted to exit the aircraft upon reaching the final destination”
“fixed in the flight schedule and indicated on the reservation or other evidence held by the passenger”
“in the case of directly connecting flights, the destination of the last flight”
UK law, Article 2checked 31 Oct 2026
If your flight was cancelled
You may be able to claim if you were told less than 14 days before, depending on the cause. If you were told at least two weeks before, the law gives no compensation. With less than two weeks’ notice, it also depends on the replacement flight you were offered. The airline has to prove whether and when it told you.
- Told at least two weeks before departure
No compensation.
“they are informed of the cancellation at least two weeks before the scheduled time of departure”
UK law, Article 5checked 31 Oct 2026
- Told between two weeks and seven days before
No compensation if you were offered a new flight that departs no more than two hours early and reaches your final destination less than four hours after the scheduled arrival.
“to depart no more than two hours before the scheduled time of departure and to reach their final destination less than four hours after”
UK law, Article 5checked 31 Oct 2026
- Told less than seven days before
No compensation if you were offered a new flight that departs no more than one hour early and reaches your final destination less than two hours after the scheduled arrival.
“to depart no more than one hour before the scheduled time of departure and to reach their final destination less than two hours after”
UK law, Article 5checked 31 Oct 2026
What the law and the CAA say
“If you received less than 14 days’ notice of the cancellation, you may also be able to claim compensation.”
CAA cancellations pagechecked 31 Oct 2026
“The burden of proof concerning the questions as to whether and when the passenger has been informed of the cancellation”
“whether and when the passenger has been informed of the cancellation of the flight shall rest with the operating air carrier”
UK law, Article 5checked 31 Oct 2026
If you were bumped off the flight
If the airline refuses you boarding against your will, the law says it must compensate you immediately, as long as you turned up for check-in on time. Being refused on reasonable grounds, such as health, safety, security or inadequate travel documents, does not count. If you volunteer to give up your seat, compensation is whatever you and the airline agree. Volunteer or not, you can choose an alternative flight or a refund.
What the law and the CAA say
“If boarding is denied to passengers against their will, the operating air carrier shall immediately compensate them in accordance with Article 7”
UK law, Article 4checked 31 Oct 2026
“a refusal to carry passengers on a flight, although they have presented themselves for boarding under the conditions laid down in Article 3(2)”
“except where there are reasonable grounds to deny them boarding, such as reasons of health, safety or security, or inadequate travel documentation”
UK law, Article 2checked 31 Oct 2026
“If you are bumped without your agreement, you are entitled to compensation, as long as you checked-in for your flight on time.”
“If you volunteer to be bumped, it’s up to you and your airline to agree compensation.”
“If you volunteer to be bumped, you are also entitled to an alternative flight or a refund, as described below.”
“No matter whether you volunteered or were forced to be bumped, your airline must also let you choose between two options”
CAA denied boarding pagechecked 31 Oct 2026
How much compensation do I get?
A fixed amount per person, set by how far the flight goes and sometimes by how late you are. It is not linked to what you paid for your ticket, so a cheap fare gets the same as an expensive one.
| Flight distance | You arrive | Amount | What the law and the CAA say |
|---|---|---|---|
| Under 1,500 kmSuch as Glasgow to Amsterdam | More than three hours late | £220 per person | What the law and the CAA say“If your flight is under 1500 kilometres (such as Glasgow to Amsterdam), the compensation amount is £220 per person.” CAA delays pagechecked 31 Oct 2026 “£220 for all flights of 1500 kilometres or less” UK law, Article 7checked 31 Oct 2026 |
| 1,500 to 3,500 kmSuch as East Midlands to Marrakesh | More than three hours late | £350 per person | What the law and the CAA say“If your flight is between 1500 and 3500 kilometres (such as East Midlands to Marrakesh), the compensation amount is £350 per person.” CAA delays pagechecked 31 Oct 2026 “£350 for all flights between 1500 and 3500 kilometres” UK law, Article 7checked 31 Oct 2026 |
| Over 3,500 kmSuch as London to New York | Between three and four hours late | £260 per person | What the law and the CAA say“If you arrive between three and four hours late, the compensation amount is £260 per person” CAA delays pagechecked 31 Oct 2026 “the operating air carrier may reduce the compensation provided for in paragraph 1 by 50 %.” UK law, Article 7checked 31 Oct 2026 |
| Over 3,500 kmSuch as London to New York | More than four hours late | £520 per person | What the law and the CAA say“If you arrive more than four hours late, the compensation amount is £520 per person.” CAA delays pagechecked 31 Oct 2026 “£520 for all flights not falling under (a) or (b)” UK law, Article 7checked 31 Oct 2026 |
The table uses the CAA’s wording. The law’s first band is 1,500 km or less, so the two differ at exactly 1,500 km. The £260 is the CAA’s plain figure for a delay. The law has no band of its own for it. It lets the airline reduce the amount by 50% when you are offered re-routing on an alternative flight that arrives no more than four hours late on a long flight. That halves £520.
What the law and the CAA say
“If you are entitled to compensation, this will be for a fixed amount and is not linked to the price you paid for your ticket.”
CAA delays pagechecked 31 Oct 2026
“All compensation figures are per person.”
CAA cancellations pagechecked 31 Oct 2026
“When passengers are offered re-routing to their final destination on an alternative flight pursuant to Article 8”
“the operating air carrier may reduce the compensation provided for in paragraph 1 by 50 %.”
UK law, Article 7checked 31 Oct 2026
If your flight was cancelled, or you were bumped
The amount can depend on when the replacement flight gets you there. These are the CAA’s amounts for a cancellation with seven to 14 days’ notice, and its amounts for being bumped.
| Flight distance | Replacement gets you there | What the CAA says |
|---|---|---|
| Under 1,500 kmSuch as Glasgow to Amsterdam | Less than two hours late: £110Two or more hours late: £220 | What the CAA says“Arrives at final destination less than two hours late | £110” “Arrives at final destination two or more hours late | £220” CAA cancellations pagechecked 31 Oct 2026 “Arrive less than 2 hours later at final destination | £110” “Arrive 2 hours or more later at final destination | £220” CAA denied boarding pagechecked 31 Oct 2026 |
| 1,500 to 3,500 kmSuch as East Midlands to Marrakesh | Less than three hours late: £175Three or more hours late: £350 | What the CAA says“Arrives at final destination less than three hours late | £175” “Arrives at final destination three or more hours late | £350” CAA cancellations pagechecked 31 Oct 2026 “Arrive less than 3 hours later at final destination | £175” “Arrive 3 hours or more later at final destination | £350” CAA denied boarding pagechecked 31 Oct 2026 |
| Over 3,500 kmSuch as London to New York | Less than four hours late: £260Four or more hours late: £520 | What the CAA says“Arrives at final destination less than four hours late | £260” “Arrives at final destination four or more hours late | £520” CAA cancellations pagechecked 31 Oct 2026 “Arrive less than 4 hours later at final destination | £260” “Arrive 4 hours or more later at final destination | £520” CAA denied boarding pagechecked 31 Oct 2026 |
The CAA says its cancellation table applies where the replacement leaves more than two hours before the original time. If the replacement arrives more than four hours late, the CAA says the full £220, £350 or £520 applies by distance, whenever it left. With less than seven days’ notice, its table shows £220 at two hours or more late, £350 at three hours or more and £520 at four hours or more. It shows £260 on a flight over 3,500 km less than four hours late.
What the CAA says
“This table applies where the departure time is more than two hours before the scheduled time of departure.”
“In this circumstance entitlement to £220, £350, or £520 applies depending on the flight distance”
“Two hours or more at final destination | £220”
“Three hours or more at final destination | £350”
“Four hours or more at final destination | £520”
“Less than four hours at final destination | £260”
CAA cancellations pagechecked 31 Oct 2026
Good to know
- Money, not vouchers. The law says cash, bank transfer, bank order or cheque. Vouchers only count if you sign to agree.
- How distance is measured. The law says by the great circle route method, and the CAA says you can work it out on a third-party website.
- With a connection, the distance runs to the last destination you reach late.
What the law and the CAA say
“shall be paid in cash, by electronic bank transfer, bank orders or bank cheques”
“with the signed agreement of the passenger, in travel vouchers and/or other services”
“The distances given in paragraphs 1 and 2 shall be measured by the great circle route method.”
“the basis shall be the last destination at which the denial of boarding, delay or cancellation will delay the passenger's arrival”
UK law, Article 7checked 31 Oct 2026
“You can calculate the distance of your flight using the Great Circle Route method by using a third-party website.”
CAA delays pagechecked 31 Oct 2026
When is compensation not owed?
When the delay comes from extraordinary circumstances: things that are not the airline’s responsibility. Since 14 December 2023 the law has defined them as events that are not part of the airline’s normal activity, are beyond its actual control, and that it could not avoid even though it took all reasonable measures. The definition also covers the impact of an air traffic management decision that could not have been avoided.
The main types the CAA says are likely to be extraordinary:
- weather that is not safe to fly in
- strikes by people outside the airline, such as airport staff, ground handlers, air traffic control or border force
- terrorism or sabotage
- security risks
- political or civil unrest
- hidden manufacturing defects, such as a recall that grounds a fleet
GOV.UK also lists natural disasters, air traffic control decisions and birds striking the aircraft.
What the law, the CAA and GOV.UK say
“If the delay was caused by an 'extraordinary circumstance' you will not be entitled to compensation.”
“situations where delays or cancellations have been caused by things that are not the responsibility of the airline”
“The main categories of events that are likely to be an extraordinary circumstance include:”
“Weather conditions incompatible with the safe operation of the flight”
“Strikes (unrelated to the airline such as airport staff, ground handlers, air traffic control or border force)”
“Acts of terrorism or sabotage”
“Security risks”
“Political or civil unrest”
“Hidden manufacturing defects (a manufacturer recall that grounds a fleet of aircraft)”
CAA compensation pagechecked 31 Oct 2026
“by their nature or origin are not inherent in the normal exercise of the activity of the air carrier”
“are beyond the actual control of the air carrier”
“the air carrier has taken all reasonable measures in relation to but was unable to avoid”
“arose from the impact of an air traffic management decision and could not have been avoided even if all reasonable measures had been taken”
UK law, Article 2checked 31 Oct 2026
“suspension of flights due to bad weather, natural disasters, delays due to air traffic control decisions, birds striking an aircraft or political instability”
GOV.UK air passenger guide, summarychecked 31 Oct 2026
Ordinary technical faults are not extraordinary
The Court of Appeal said so in Jet2 v Huzar in June 2014. The European Court said the same in KLM v van der Lans in September 2015, including when a part fails early. The CAA says compensation should be payable in these cases. It says the ruling noted two cases that may count as extraordinary: a hidden manufacturing defect, and sabotage or terrorism damaging the aircraft.
What the CAA says
“In June 2014 the English Court of Appeal issued a judgment in the Jet2 v Huzar case”
“the Jet2 v Huzar case which provided clarity in the UK that technical problems were not an extraordinary circumstance”
“In September 2015 the European Court looked at the same issue in the case of KLM v van der Lans.”
“The court found that technical problems were not extraordinary and neither was the early failure of an aircraft component.”
“ruling noted two types of technical fault that may be extraordinary, a hidden manufacturing defect and damage to an aircraft caused by sabotage or terrorism”
CAA compensation pagechecked 31 Oct 2026
“such as component failure or general wear and tear, should not be considered an 'extraordinary circumstance' and compensation should be payable in these cases.”
CAA page on how it can helpchecked 31 Oct 2026
Crew sickness
The UK Supreme Court ruled in Lipton v BA Cityflyer in July 2024 that a pilot falling ill was not an extraordinary circumstance. That flight was in 2018. The minutes of the CAA’s Board for July 2024 record that it was told of the ruling. They say airlines would be expected to pay compensation under EU261 where flights had been cancelled because of staff sickness.
What the court and the CAA say
“It holds that the pilot falling ill did not amount to an extraordinary circumstance within the meaning of Regulation 261.”
“booked onto a flight from Milan Linate Airport to London City Airport on 30 January 2018”
UK Supreme Court, Lipton v BA Cityflyerchecked 31 Oct 2026
“The Board was advised of the outcome of a recent court case against British Airways”
“airlines would be expected to pay compensation under EU261 in instances where flights had been cancelled due to staff sickness”
CAA Board minutes, July 2024checked 31 Oct 2026
The airline has to prove it
Calling a delay extraordinary is not enough. The law says the airline does not have to pay if it can prove the delay was caused by extraordinary circumstances that could not have been avoided even with all reasonable measures.
What the law says
“it can prove that the delay is caused by extraordinary circumstances which could not have been avoided even if all reasonable measures had been taken”
UK law, Article 6checked 31 Oct 2026
“it can prove that the cancellation is caused by extraordinary circumstances which could not have been avoided even if all reasonable measures had been taken”
UK law, Article 5checked 31 Oct 2026
Air traffic control problems
GOV.UK lists air traffic control decisions as an example. The CAA lists air traffic control strikes. The law covers the impact of an air traffic management decision that could not have been avoided.
Two dated cases: after the NATS outage on 8 September 2026 and a technical issue at NATS Prestwick centre on 21 September 2026, the CAA said disruption from them was likely to be extraordinary. Each was about one event. The CAA calls its view illustrative and for guidance only. It also said each case depends on its own facts. It said passengers can still try to claim, including through the courts, if they disagree with it.
What the CAA said
“We consider that disruption caused by the NATS outage is likely to be considered the result of ‘extraordinary circumstances’ under passenger rights rules.”
“The CAA’s interpretation of extraordinary circumstances is illustrative and for guidance only, rather than determinative of our view in any specific case that may arise.”
“Each case will be context and fact specific.”
“This does not mean that a passenger or group of passengers cannot try and claim compensation, including through the courts, if they disagree”
CAA statement, 9 Sep 2026checked 31 Oct 2026
“disruption caused by the technical issue at NATS Prestwick centre in Scotland on 21 September is likely to be considered the result of ‘extraordinary circumstances’”
“The CAA’s interpretation of extraordinary circumstances is illustrative and for guidance only, rather than determinative of our view in any specific case that may arise.”
“Each case will be context and fact specific.”
CAA statement, 21 Sep 2026checked 31 Oct 2026
Missing a flight in the security queue
The CAA says an airline is unlikely to pay compensation, or to think it must put you on another flight free, if a long security queue makes you miss your flight, even though you got to the airport on time. It says some airlines help voluntarily, and you may need to pay extra.
What the CAA says
“it is unlikely that an airline would pay compensation or consider itself obliged to offer you a free alternative flight”
“We are pleased to see that some airlines are helping their passengers find alternative flights voluntarily.”
“but you may need to pay extra to do this.”
CAA missed flights pagechecked 31 Oct 2026
Staff shortages and knock-on delays are not fully settled on any official page checked for this guide: see what official sources leave open. Even when extraordinary circumstances mean no compensation is owed, the airline must still look after you after a cancellation or a long enough delay.
What does the airline have to give me while I wait?
Care, whatever caused the delay, for as long as it lasts. You are entitled to it once your flight is delayed, or the airline reasonably expects it to be delayed, past its departure time by:
- at least two hours for flights under 1,500 km
- at least three hours for flights between 1,500 and 3,500 km
- at least four hours for flights over 3,500 km
If your flight is cancelled, or you are bumped and want to fly as soon as possible, these times do not apply. The airline must provide care until it can fly you to your destination.
You should then get:
- food and drink in proportion to the wait, usually as a physical or digital voucher (ask staff if none comes)
- two phone calls or emails
- a hotel if you are delayed overnight, and transport to and from it. If you live near the airport, the airline may pay your travel home and back instead
If the airline gives you nothing, you can arrange reasonable care yourself and claim it back later. Ask for itemised receipts and keep them. The CAA says airlines are unlikely to count alcohol, luxury hotels or luxury meals as reasonable.
The law also tells airlines to pay particular attention to people with reduced mobility, anyone travelling with them, and unaccompanied children.
GOV.UK’s summary gives a single “at least 2 hours” for every flight. The CAA and the law both use three distance bands, so this guide does too. The bands above are the CAA’s. The law’s first band is 1,500 km or less.
What the law, the CAA and GOV.UK say
“If your flight is delayed, and UK261 applies to it, your airline must look after you while you are delayed.”
“at least two hours for flights under 1,500km (such as Glasgow to Amsterdam);”
“at least three hours for flights between 1,500km and 3,500km (such as East Midlands to Marrakesh);”
“at least four hours for flights over 3,500km (such as London to New York).”
“You should receive the following from your airline regardless of the reason for the delay:”
“food and drink based on how long your delay is;”
“two phone calls or emails; and”
“accommodation (if your flight is delayed overnight) and transport between the airport and that accommodation.”
“Usually, your airline will automatically provide you with a physical or digital voucher you can use to purchase food and drink at the airport.”
“If you live close to the airport, your airline may instead reimburse your costs for getting to and from your home address.”
“you may make your own arrangements and claim the costs for this back from your airline later”
“You should ask for an itemised receipt or invoice to show what you purchased, and how much you spent.”
“Airlines are unlikely to consider alcoholic drinks, luxury hotels or luxury meals to be reasonable.”
CAA delays pagechecked 31 Oct 2026
“When an operating air carrier reasonably expects a flight to be delayed beyond its scheduled time of departure”
“for two hours or more in the case of flights of 1500 kilometres or less”
UK law, Article 6checked 31 Oct 2026
“be offered assistance by the operating air carrier in accordance with Article 9(1)(a) and 9(2)”
UK law, Article 5checked 31 Oct 2026
“If you want to fly as soon as possible, your airline must also provide care and assistance while you wait for the flight.”
“until it is able to fly you to your destination, no matter how long the delay lasts or what has caused it”
CAA denied boarding pagechecked 31 Oct 2026
“until it is able to fly you to your destination, no matter how long the delay lasts or what has caused it”
CAA cancellations pagechecked 31 Oct 2026
“meals and refreshments in a reasonable relation to the waiting time”
“pay particular attention to the needs of persons with reduced mobility and any persons accompanying them, as well as to the needs of unaccompanied children”
UK law, Article 9checked 31 Oct 2026
“there is a long delay (at least 2 hours) to your flight, the airline must provide you with care and support”
GOV.UK air passenger guide, summarychecked 31 Oct 2026
Can I get a refund or another flight?
Delayed: after five hours or more you can give up the trip and be refunded for any flights you have not taken. Do not choose this if you still want to fly.
Cancelled: the airline must let you choose between a refund and an alternative flight. A refund covers every part of the ticket you have not used. An alternative flight can be as soon as possible or, if seats are available, on a later date that suits you. The CAA says you may have the right to be put on another airline that gets you there significantly sooner, or on other suitable transport.
Bumped: volunteer or not, the airline must let you choose between an alternative flight and a refund of the parts of the ticket you have not used. If you take the refund part-way through a journey, it should also fly you back to where you started.
Part-way through a journey: if your connecting flight is cancelled and you decide not to carry on, you are also entitled to a flight back to where you started.
Any refund: the law says it comes within seven days, in money unless you sign to accept vouchers. It can also cover parts you have already flown if the flight no longer serves any purpose in your original travel plan.
What the law, the CAA and GOV.UK say
“If your flight is delayed by at least five hours, you can choose not to travel and get a refund”
CAA delays pagechecked 31 Oct 2026
“when the delay is at least five hours, the assistance specified in Article 8(1)(a).”
UK law, Article 6checked 31 Oct 2026
“reimbursement within seven days, by the means provided for in Article 7(3), of the full cost of the ticket”
“for the part or parts already made if the flight is no longer serving any purpose in relation to the passenger's original travel plan”
“at a later date at the passenger's convenience, subject to availability of seats”
UK law, Article 8checked 31 Oct 2026
“shall be paid in cash, by electronic bank transfer, bank orders or bank cheques”
“with the signed agreement of the passenger, in travel vouchers and/or other services”
UK law, Article 7checked 31 Oct 2026
“The airline may only pay a refund in vouchers if you agree to this.”
GOV.UK air passenger guidechecked 31 Oct 2026
“your airline must let you choose between two options”
“You can get your money back for all parts of the ticket you haven’t used.”
“It’s up to you whether to fly as soon as possible after the cancelled flight, or at a later date that suits you.”
“if an alternative airline is flying there significantly sooner or other suitable modes of transport are available then you may have the right”
“you are also entitled to a flight back to your original departure point when your connecting flight is cancelled”
CAA cancellations pagechecked 31 Oct 2026
“No matter whether you volunteered or were forced to be bumped, your airline must also let you choose between two options”
“You’ll get a refund for all parts of the ticket you haven’t used.”
“If you’re part-way through a journey, your airline should also provide a flight back to your starting point.”
CAA denied boarding pagechecked 31 Oct 2026
How do I claim?
Claim directly from the airline that operated your flight. Compensation is not paid automatically.
- Use the airline’s own claim form or procedure if it has one. If it has none, the CAA says email may be best, so you have a record.
- Say what happened and when, why you think you are owed a payment, and exactly what compensation and expenses you are claiming. An airline may want one claim for compensation and another for expenses.
- Give your booking reference and travel dates, the flight number, the departure and destination airports, and your contact details.
- Send copies of tickets, boarding cards and booking confirmations, and receipts for any expenses.
- Keep a copy of everything you send.
No longer have your tickets? Bank or card statements, emails from the airline, luggage tags, airport receipts, phone records or passport stamps can help show you were on the flight. If you have no evidence at all and the airline refuses your complaint for that reason, you can ask it for the personal data it holds on you. The CAA says a copy should be free, but airlines may charge for extra copies.
What the CAA says
“Compensation is not paid automatically and you will need to claim this directly from your airline in the first instance.”
“you may have to submit one claim for compensation and a separate claim for expenses”
CAA delays pagechecked 31 Oct 2026
“Compensation is not automatic, and you will need to contact your airline to make a claim.”
“Often, a standard claim form is available. If so, using it will ensure you provide all the information the airline needs to process your claim.”
“it may be best to make initial contact by email, so you have a record of the communication”
CAA claiming pagechecked 31 Oct 2026
“Explain what happened and when, and why you feel you are entitled to receive a payment.”
“State exactly what compensation and expenses you are claiming.”
“Your booking reference and travel dates”
“The flight number, departure and destination airports”
“Your full contact details – including address, email and phone number”
“Copies of all tickets, boarding cards and booking confirmations”
“Copies of all relevant receipts, if you are claiming expenses”
“Keep a copy of everything you send.”
“If you no longer have the tickets, It may be that you have bank or credit card statements to support your claim.”
“emails from the airline | luggage tags | receipts from the airport | phone records | or passport stamps”
“you have no evidence at all to demonstrate that you were on a flight, and the airline refuses to handle your complaint on that basis”
“you are able to make a subject access request (a request for personal information held about you by a business)”
“A copy of your personal data should be provided free, however airlines may charge for additional copies.”
CAA tips on complainingchecked 31 Oct 2026
Do I need a claims firm?
No. The CAA says you do not need one to take your complaint to ADR. It recommends complaining to the airline yourself. You are entitled to use one, but the CAA says such firms may refer your complaint to the same ADR schemes you can use yourself for free. It also says they may take a significant part of an ADR award as their fee, and usually charge a fee.
Using one can also get your claim refused. The CAA says not all airlines will deal with a complaint sent through a claims firm. Some say in their terms that you must claim directly with the airline first, so it can reply to you before any third party is brought in. The CAA also says you must contact the airline first or, if you use a third party, make sure the complaint is in your name, or the airline may reject it.
What the CAA says
“You do not need to use a third-party claims management company (CMC) to take your complaint to ADR.”
“refer your complaint to the relevant approved ADR provider, using the same services and processes that you are entitled to access yourself for free”
“if the ADR provider awards you a payment the CMC may deduct a significant proportion of this as their fee”
CAA dispute resolution pagechecked 31 Oct 2026
“The CAA recommends that consumers seeking to make a complaint should complain directly to the airline or airport concerned.”
“consumers are entitled to use third parties, including claims agencies, to assist them with their complaint”
“such agencies typically charge consumers a fee for this service which can often be a significant proportion of the compensation amount being sought”
“consumers must first contact the airline directly, or in case of using a third party, ensure that the complaint is in their name”
“or otherwise the airline may reject the complaint on the grounds of breaching their T&Cs”
CAA complaints pagechecked 31 Oct 2026
“Be aware not all airlines will deal with your complaint”
“Some airlines have a clause in their T&Cs stating that when lodging a complaint, passengers must submit their claims directly to the airline”
“allowing the airline to respond directly to them before engaging third parties to claim on their behalf”
CAA claiming pagechecked 31 Oct 2026
What if the airline says no or ignores me?
Wait for its final response, or for eight weeks if it does not answer your written complaint. Then you can take it further.
- Alternative Dispute Resolution (ADR). An independent decision without going to court, usually within three months. It is free. The CAA has approved two providers, AviationADR and CEDR. You must complain to the airline first, then send the provider your documents, itemised receipts, evidence and a short summary. If you accept the decision in time, the airline has to follow it. AviationADR gives you 7 days and CEDR says six weeks. If you do not accept it, you can still go to court, as long as you are within the court time limit.
- The CAA’s complaints team. If your airline is not in a scheme, the CAA’s Passenger Advice and Complaints Team (PACT) may be able to help, but it cannot make a binding decision. For flights to or from Northern Ireland, the Consumer Council for Northern Ireland may also be able to help.
- The small claims court, if those do not settle it. In England and Wales you must pay a fee to make a claim, and you may have to pay other fees later, for example for a hearing. You can usually apply for help with fees if you have a low income or are on certain benefits, and claim the fees back if you win.
What the CAA, GOV.UK and the schemes say
“or your airline takes more than eight weeks to respond, you can escalate your claim”
“an Alternative Dispute Resolution (ADR) provider if your airline is signed up to one, or the CAA’s in-house Passenger Advice and Complaints Team (PACT)”
CAA delays pagechecked 31 Oct 2026
“ADR is a system which provides you with an independent decision on your complaint without the need to go to court.”
“ADR is free for consumers, and the schemes are designed to be simple to use.”
“It is free to use and, in most cases, will provide you with its decision within three months.”
“There are two approved ADR providers: AviationADR (CDRL) and the Centre for Effective Dispute Resolution (CEDR).”
“Neither AviationADR or CEDR can help you if you have not first raised a complaint with your airline or airport.”
“if they have not responded to you within eight weeks of your written complaint”
“ensure you include all relevant documents, itemised receipts, all available evidence, along with a clear and concise summary of the issue(s)”
“If you are content with the adjudicator’s decision, you can accept the outcome. The airline or airport is then required to follow this.”
“you still have the option to take legal action against your airline or airport through the courts”
“unlike approved ADR providers, PACT cannot make a binding decision on your airline or airport”
“If you live in Northern Ireland, the Consumer Council for Northern Ireland may also be able to assist you.”
CAA dispute resolution pagechecked 31 Oct 2026
“Some of these bodies have been approved by us for providing a high standard of dispute resolution”
CAA rejected claim pagechecked 31 Oct 2026
“approved by the Civil Aviation Authority to provide Alternative Dispute Resolution (ADR) services”
“Our service is completely free for passengers, and once you accept our decision, the Participating Member airline/airport is bound by it.”
AviationADR websitechecked 31 Oct 2026
“Once we have issued our Determination, you will get a 7-day window to decide whether you want to accept or reject it.”
AviationADR after our decisionchecked 31 Oct 2026
“The adjudicator’s decision only becomes binding if you accept it within six weeks of being told what the decision is.”
“you can only do so if you have not left it too long to bring your court claim”
CEDR help guideschecked 31 Oct 2026
“provider if they are a member or if not, to the CAA or the Consumer Council for flights to and from Northern Ireland”
GOV.UK air passenger guide, summarychecked 31 Oct 2026
“If your claim is rejected you might choose to take your airline to the small claims court.”
CAA court pagechecked 31 Oct 2026
“You must pay a fee when you make your claim.”
“You may need to pay other fees later, for example if there’s a court hearing or you need a judgment enforced.”
“apply for help with fees if you have a low income or you’re on certain benefits”
“claim the fees back if you win the case”
GOV.UK court claim feeschecked 31 Oct 2026
“it should normally say that you may refer the matter to CEDR for adjudication”
“We cover any flight that departs or arrives in the United Kingdom that is operated by an airline that subscribes to our scheme.”
CEDR aviation pagechecked 31 Oct 2026
Which scheme is my airline in?
As the CAA listed them on 31 Oct 2026. The airline’s final response letter should say where to go. The third scheme is registered abroad, and the CAA says it may still be able to handle your complaint. Its own page says you must give the airline at least two months to respond.
- AviationADR
Air Astana, Air Canada and Air Canada Rouge, Air France, Asiana Airlines, Buzz, Delta Air Lines, easyJet, EgyptAir, Garuda Indonesia, KLM, Lauda, Malta Air, Royal Brunei, Ryanair, TAP Air Portugal, TUI Airways, Turkish Airlines, Virgin Atlantic, Wizz Air.
Also Humberside Airport and London City Airport, for complaints about help for disabled passengers and passengers with reduced mobility only.
“The following airlines and airports have signed up to an approved ADR scheme.”
“For airports, ADR providers can look at complaints about help for disabled passengers and passengers with reduced mobility.”
CAA dispute resolution pagechecked 31 Oct 2026
- CEDR
BA CityFlyer, British Airways, Cathay Pacific.
Also Bristol, Cornwall, London Gatwick, London Heathrow, London Stansted and Manchester airports, for complaints about help for disabled passengers and passengers with reduced mobility only.
“The following airlines and airports have signed up to an approved ADR scheme.”
“For airports, ADR providers can look at complaints about help for disabled passengers and passengers with reduced mobility.”
CAA dispute resolution pagechecked 31 Oct 2026
- Schlichtung Reise & Verkehr
Austrian Airlines, Brussels Airlines, Lufthansa, Swiss.
“The following airlines have signed up to an ADR provider registered in another country which may still be able to handle your complaint.”
CAA dispute resolution pagechecked 31 Oct 2026
“You must have given the company at least two months to respond to your complaint.”
Schlichtung Reise & Verkehr FAQchecked 31 Oct 2026
SAS and Air Baltic are left out because the CAA’s list and the schemes’ own lists differ. New ADR rules took effect on 6 April 2026 and the CAA is reviewing its ADR policy documents. It says people can keep taking complaints to the two schemes.
What the CAA says
“On 6 April 2026, new provisions in the Digital Markets, Competition and Consumers Act 2024 (DMCCA) on Alternative Dispute Resolution (ADR) came into effect”
“The CAA is now reviewing its ADR policy documents in light of the DMCCA”
“Aviation consumers can continue to take their unresolved complaints to the two ADR schemes – AviationADR and CEDR.”
CAA dispute resolution pagechecked 31 Oct 2026
How long do I have to claim?
- Using ADR
The incident must be no more than six years old, or five years if you live in Scotland.
“You can use ADR for issues or incidents that happened within the last six years (or five years if you live in Scotland).”
CAA dispute resolution pagechecked 31 Oct 2026
- Going to ADR after you complain
Go to ADR within 12 months of the airline’s final response. If it never answered, the CAA counts the 12 months from your last written message to it. AviationADR’s own page counts them from your complaint. Go by the earlier date.
“You also need to submit your complaint to the relevant ADR provider within 12 months of receiving a final response from the airline or airport.”
“you must submit your complaint to the relevant ADR provider within 12 months of your last written communication to them”
CAA dispute resolution pagechecked 31 Oct 2026
“where the airline/airport did not respond, within 12 months of your complaint to them”
AviationADR before you come to uschecked 31 Oct 2026
- Using the CAA’s complaints team
It will not handle a complaint where there is less than a year left to take legal action.
“we will not handle complaints where there is less than a year to take legal action”
CAA page on how it can helpchecked 31 Oct 2026
- Going to court in England and Wales
The law points to section 9 of the Limitation Act 1980: six years from when the claim arose. The CAA says six years too.
“For limitation purposes a claim under this Regulation will be determined in accordance with section 9 of the Limitation Act 1980.”
UK law, Article 3checked 31 Oct 2026
“shall not be brought after the expiration of six years from the date on which the cause of action accrued”
Limitation Act 1980, section 9checked 31 Oct 2026
“legal limit to issue claims at Court is 6 years from the date of the incident in England and Wales and 5 years in Scotland”
CAA page on how it can helpchecked 31 Oct 2026
- Sources differGoing to court in Scotland
The CAA says five years from the date of the incident. The law’s own words name only section 9 of the Limitation Act 1980, six years. That section is marked as covering England and Wales. So in Scotland do not count on more than five years. What was checked.
- Not named for Northern IrelandGoing to court in Northern Ireland
The law’s own words name only section 9 of the Limitation Act 1980. That section is marked as covering England and Wales. The regulations that added those words apply in Northern Ireland. The Department for Transport’s note on them calls section 9 the UK’s limitation period. No official page checked for this guide names a court time limit for a flight claim in Northern Ireland. What was checked.
What about connections and package holidays?
Connections on one booking
If a journey was booked as a single unit, the law treats it as a whole. Care and compensation are based on the distance from your first airport to your last. Only being late at your final destination counts for compensation. If a delay on your first flight makes you miss the next one, and the new flight goes past the care times above, the airline must look after you, including a hotel if you have to wait overnight.
If your connecting flight is delayed by over five hours in the CAA’s words, or at least five hours in the law’s, you can choose a refund for the unused part and give up the journey. The airline still has to get you back to where you started.
What the law and the CAA say
“as a whole, if it was booked as a single unit”
UK law, Article 3checked 31 Oct 2026
“your right to care and compensation will be based on the distance between the first and last airport in your booking”
“Late arrivals at your connection destination are not taken into account for the purposes of compensation.”
“the airline must provide you with care if you miss your connecting flight due to a delay on your first flight”
“and the new flight exceeds the timescales detailed in the “right to care” section above”
“If your connecting flight is delayed by over five hours, you can choose a refund for the unused portion of your ticket”
CAA delays pagechecked 31 Oct 2026
“when the delay is at least five hours, the assistance specified in Article 8(1)(a).”
UK law, Article 6checked 31 Oct 2026
Separate bookings
If you booked the flights separately, you have no legal right to care, compensation or onward travel for missing the second one. Each flight still has its own rights.
What the CAA says
“you do not have a statutory right to care, compensation or transport to your last destination”
“However, the relevant entitlements for each individual flight still apply.”
CAA delays pagechecked 31 Oct 2026
Package holidays
GOV.UK says that if your package included a flight, you are still entitled to the same rights from your airline if the flight is cancelled, significantly delayed or you are denied boarding. It says to tell your package organiser straight away.
The law leaves your package holiday rights in place. It does not apply where a package is cancelled for a reason other than the flight being cancelled. Its refund right covers flights in a package too, except where the refund is already owed under the package rules. For a claim under the ATOL scheme, or a question about a holiday company, the CAA points you to its ATOL section.
What GOV.UK, the law and the CAA say
“you are still entitled to the rights set out above from your airline if the flight is cancelled, significantly delayed or you are denied boarding”
“If you experience disruption to your flight and you have booked a package holiday, tell your package organiser.”
“It is important to do this immediately so they can manage other aspects of your booking.”
GOV.UK air passenger guidechecked 31 Oct 2026
“This Regulation shall not affect the rights of passengers under the Package Travel and Linked Travel Arrangements Regulations 2018.”
“This Regulation shall not apply in cases where a package tour is cancelled for reasons other than cancellation of the flight.”
UK law, Article 3checked 31 Oct 2026
“Paragraph 1(a) shall also apply to passengers whose flights form part of a package, except for the right to reimbursement where such right arises under”
UK law, Article 8checked 31 Oct 2026
“If you need to make a claim under the ATOL scheme or have an enquiry about a holiday company see our ATOL section.”
CAA court pagechecked 31 Oct 2026
What official sources leave open
The official pages checked for this guide do not fully settle these. Below is what they say, not a claims firm’s answer.
- Partly answeredDoes a staff shortage or a knock-on delay count as extraordinary?
No official page we read gives a general rule. On staff shortages, the CAA told airlines in April 2022 that it expects compensation to apply where an airline cancels because of its own staffing issues, and it says a cancellation Heathrow asks for at short notice, for example over resourcing limits at the airport, may count as extraordinary. On knock-on delays, the European Court ruled in June 2020 that an airline can rely on an extraordinary circumstance that hit an earlier flight by the same aircraft if there is a direct causal link, and the CAA said delays directly caused by knock-on effects of the NATS problem of 8 September 2026, and some from the problem of 21 September 2026, were likely to be extraordinary. We will not fill this gap from a claims firm’s website.
“We expect this obligation would apply where you have cancelled the flight due to your own staffing issues.”
CAA letter to airlines, April 2022checked 31 Oct 2026
“This may be, for example, as a result of forecast bad weather or due to resourcing constraints at the airport.”
“In such circumstances, the CAA may consider the flights to be cancelled due to extraordinary circumstances and not subject to compensation.”
CAA Heathrow pagechecked 31 Oct 2026
“rely on an ‘extraordinary circumstance’ which affected a previous flight which it operated using the same aircraft, provided that there is a direct causal link”
European Court, case C-74/19checked 31 Oct 2026
“We consider that delays and cancellations directly caused by the knock-on effects of the issue are also likely to be “extraordinary circumstances”.”
CAA statement, 9 Sep 2026checked 31 Oct 2026
“Some delays and cancellations directly caused by the knock-on effects of the issue are also likely to be “extraordinary circumstances”.”
CAA statement, 21 Sep 2026checked 31 Oct 2026
- CAA letter not foundIs there an official template letter?
The CAA’s tips page and its page on how it can help both mention a template letter, but neither shows or links to one, and we could not find it. The Consumer Council for Northern Ireland publishes free letter templates for flight delays, cancellations and denied boarding. The list under How to claim is drawn from the CAA’s tips page.
“Useful tips, advice and a template letter to help you claim reimbursement or compensation from your airline after a flight delay.”
CAA tips on complainingchecked 31 Oct 2026
“If you want, you can use our template letter.”
CAA page on how it can helpchecked 31 Oct 2026
“We have template letters available to download for free.”
Consumer Council air travel pagechecked 31 Oct 2026
“Letter Template - Flight Delay - Updated September 2022”
“Letter Template - Flight Cancellation - Updated September 2022”
“Letter Template - Denied Boarding - Updated September 2022”
Consumer Council template letterschecked 31 Oct 2026
- Sources differWhich scheme are SAS and Air Baltic in?
The CAA lists both under AviationADR. AviationADR’s own member list names neither, though it says it can check its full records. CEDR’s own list names SAS. We name neither. The airline’s final response letter should tell you which scheme it uses.
“you can still start your complaint, and we'll check our full membership records for you!”
AviationADR members pagechecked 31 Oct 2026
- Sources differHow long do I have to go to court in Scotland or Northern Ireland?
Scotland: the CAA says five years, on its page about how it can help. The law’s own words name only section 9 of the Limitation Act 1980, six years, and that section is marked as covering England and Wales. The Department for Transport’s note on the regulations that added those words speaks of the UK’s six-year limitation period under that section, and CEDR says six years from the date of the incident. Neither sentence names Scotland. Scotland has its own five-year rule for payments arising under an enactment, in the Prescription and Limitation (Scotland) Act 1973, but no official page we read applies it to flights. So in Scotland do not count on more than five years. Northern Ireland: those regulations apply there too, and it has its own Limitation (Northern Ireland) Order 1989, which sets six years for sums recoverable under any statutory provision. But no official page we read applies that Order to flights or names a limit for a flight claim there. So we give no court time limit for Northern Ireland.
“legal limit to issue claims at Court is 6 years from the date of the incident in England and Wales and 5 years in Scotland”
CAA page on how it can helpchecked 31 Oct 2026
“For limitation purposes a claim under this Regulation will be determined in accordance with section 9 of the Limitation Act 1980.”
UK law, Article 3checked 31 Oct 2026
“shall not be brought after the expiration of six years from the date on which the cause of action accrued”
Limitation Act 1980, section 9checked 31 Oct 2026
“In the UK context this means that the UK's six-year limitation period under section 9 of the Limitation Act 1980 applies.”
“The territorial application of this instrument (that is, where the instrument produces a practical effect) is England and Wales, Scotland and Northern Ireland.”
Department for Transport memorandum, 2023 regulationschecked 31 Oct 2026
“The timeframe for taking a case to court under EU directive 261/2004 is 6 years from the date of the incident.”
CEDR help guideschecked 31 Oct 2026
“Extinction of obligations by prescriptive periods of five years.”
Prescription and Limitation (Scotland) Act 1973, section 6checked 31 Oct 2026
“to any obligation to make a payment arising under an enactment (whenever passed or made)”
Prescription and Limitation (Scotland) Act 1973, Schedule 1checked 31 Oct 2026
“the following actions may not be brought after the expiration of six years from the date on which the cause of action accrued”
“an action to recover any sum recoverable by virtue of any statutory provision”
Limitation (Northern Ireland) Order 1989, Article 4checked 31 Oct 2026
- Not on CAA web pagesDoes the CAA say that arrival means the doors opening?
Not on the CAA web pages we read. They talk about reaching your destination airport and never mention doors, getting off or touching down. A 2016 European Commission notice published on the CAA’s website does say arrival is when at least one aircraft door is opened. The words about leaving the aircraft in UK law are the law’s own.
“if the delay means you reach your destination airport more than three hours late”
CAA delays pagechecked 31 Oct 2026
“corresponds to the time at which at least one of the doors of the aircraft is opened”
European Commission notice, 2016, on the CAA websitechecked 31 Oct 2026
Questions
How late does a flight have to be for compensation?
The Civil Aviation Authority (CAA) says more than three hours late at your destination airport. The law says three hours or more. The time that counts is when you are allowed off the plane. For delays and cancellations, the airline does not have to pay if it can prove extraordinary circumstances it could not have avoided even with all reasonable measures.
How much compensation do I get for a delayed flight?
If you are owed compensation, your airline pays a fixed amount, not linked to what you paid. The Civil Aviation Authority’s figures are £220 per person on a flight under 1,500 km and £350 for 1,500 to 3,500 km. On a flight over 3,500 km they are £520 if you arrive more than four hours late, or £260 if you arrive between three and four hours late. The law says it is paid in money unless you sign to accept vouchers.
Do I need a claims company?
No. The Civil Aviation Authority (CAA) says you do not need one to take your complaint to an independent complaints scheme (Alternative Dispute Resolution, or ADR). It recommends complaining to the airline yourself. ADR is free to use. The CAA says a claims company may take a significant part of an ADR award as its fee.
What am I owed if the delay was not the airline’s fault?
If extraordinary circumstances caused it, you are not owed compensation. But the airline must still look after you, whatever caused the delay, once it reaches two hours on a flight under 1,500 km, three hours on a flight of 1,500 to 3,500 km, or four hours on a longer flight. That means food and drink, two phone calls or emails, and a hotel if you are delayed overnight. After five hours or more you can also give up the trip and be refunded for any flights you have not taken.
What if the airline ignores my claim?
After eight weeks with no reply to your written complaint, you can usually take it further. The next step is the airline’s independent complaints scheme (Alternative Dispute Resolution, or ADR), which is free and gives an independent decision. If the airline is not in a scheme, the next step is the complaints team at the Civil Aviation Authority (CAA). After that you can go to the small claims court. In England and Wales you must pay a fee to make a claim, and you may have to pay other fees later.
How long do I have to claim?
The Civil Aviation Authority (CAA) says an independent complaints scheme (Alternative Dispute Resolution, or ADR) can look at incidents up to six years old, or five years if you live in Scotland. You must go to the scheme within 12 months of the airline’s final response. If it never answered, the CAA counts the 12 months from your last written message to it. AviationADR’s own page counts them from your complaint. Go by the earlier date. For court, the CAA says six years in England and Wales and five years in Scotland. The law’s own words name only section 9 of the Limitation Act 1980, six years. That section is marked as covering England and Wales. So in Scotland do not count on more than five years. No official page checked for this guide names a court time limit for a flight claim in Northern Ireland.
How this page is put together
Every fact above was read on 31 Oct 2026. The sources are the law and the Department for Transport’s note on it, the CAA’s website and its published documents, GOV.UK, the rulings of the UK Supreme Court and the European Court, and the websites of the Consumer Council for Northern Ireland and the independent schemes. The sections after the short answer say which page and quote it. The rules can change, and the CAA is reviewing its ADR policy documents. If the date beside a fact looks old, the link beside it leads to the current answer.
This site is not an airline, the CAA or a law firm, and it does not decide claims.
Contains public sector information licensed under the Open Government Licence v3.0. Wording from the CAA, the courts, the Consumer Council for Northern Ireland, AviationADR, CEDR and Schlichtung Reise & Verkehr is quoted with a link to its page.