Airlines work hard to avoid disruption and delays to your journey. However, problems inevitably occur. As a consumer you have legal rights when the flight you are booked on is delayed, cancelled or you are denied boarding. Find out your rights from a FREE Solicitor UK
This article explains your rights and what to do when your flight has been disrupted.
What Are My Rights If My Flight Is Cancelled UK
If Your flight is cancelled, you might be able to claim compensation if the following criteria apply:
- The flight was leaving from the UK – regardless of which airline it was with
- It was arriving in the UK and was a UK or EU airline
- It was arriving in the EU and was with a UK airline
Should I Contact THe Airline If My Flight Was Cancelled?
If The above criteria DO NOT apply to you, then contact the airline. So, for example, if you flew from Melbourne to Los Angeles, or to Europe on a Qantas plane you would call the airline. What you’ll be entitled to will depend on the individual airline, and the countries you left and arrived in.
What About An Airline’s Policy?
If your flight’s delayed for long enough, your airline has to give you:
- food and drink
- access to phone calls and emails
- accommodation if you are delayed overnight
- journeys between the airport and the hotel
How long the delay has to be depends on the distance of the flight and the countries it’s flying between. You can check the flight distance on the WebFlyer website.
| Flight Distance | Length Of Delay |
| Less than 1,500km | 2 hours |
| Between 1,500km and 3,500km | 3 hours |
| More than 3,500km | 4 hours |
The airline might offer vouchers to get these things at the airport. Ask someone who works for the airline if you’re not offered any help.
If you are not given help at the airport, keep ALL receipts for expenses and try to claim from the airline later. Bear in mind, airlines only pay for ‘reasonable’ expenses. You are unlikely to get money back for alcohol, expensive meals or luxury hotels. Get more help from a FREE Solicitor UK
Delays Of 3 Or More Hours
You’re entitled to compensation if your flight arrives more than 3 hours late and it’s the airline’s fault. This might happen if they didn’t get enough bookings or there was a technical fault.
You’re unlikely to get compensation if the delay was because of something outside the airline’s control, like bad weather or a security risk.
Non UK Flights Connecting To A UK Flight
You can usually get compensation if:
- You booked both flights as a single booking
- The delay was more than 3 hours
- The airline was at fault
So if you were flying from Manchester to Melbourne, with a stopover in Dubai, and your connecting flight was delayed or you couldn’t board the plane, you’d be covered.
You’re entitled to a set amount of compensation depending on both:
- The distance of your flight – check flight distance on WebFlyer
- The length of the delay – how late you are getting to your destination
| Delay To Arrival | Flight Distance | Compensation |
| 3 hours or more | Less than 1,500km | £220 |
| Between 1,500km and 3,500km | £350 | |
| 4 hours or more | More than 3,500km | £520 |
How To Get Compensation For A Delayed Flight
You need to claim from the airline to get compensation. Look on their website or call their customer services department. Get more help from a FREE Solicitor UK
Delays Of 3 Or More Hours
You don’t actually have to take the flight if it’s delayed for 5 hours or more.
If you don’t take the flight the airline legally has to give you all of the following:
- A full refund for the flight
- A full refund for other flights from the airline that you won’t use in the same booking, eg an onward or return flight
- If you’re part-way through a journey, a flight back to the airport you originally departed from
You should get the refund within 7 days of the date of the flight. Talk to someone from the airline as soon as you decide you don’t want to take the flight.
If you do take the flight, you can claim up to £520 in compensation if the delay is the airline’s fault. How much you get depends on the distance and destination of your flight, and how late it arrived. It might have been your airline’s fault if there was a technical problem, or they overbooked.
You’re unlikely to get compensation if the delay was because of something outside the airline’s control, like bad weather or a security risk.
If your flight is cancelled
If your Flight is cancelled, you have the legal right to either:
- A full refund – including other flights from the airline that you won’t use in the same booking such as onward or return flights
- A replacement flight to your destination
If you’re part-way through a journey and you don’t want a replacement flight, you also have a right to a flight back to the airport you originally departed from.
Ask for a refund or replacement at the airport if you can. If not, you can claim from the airline later.
You also have a legal right to:
- help with costs – if the cancellation delays you 2 or more hours
- compensation – if you’d be delayed 2 or more hours by the replacement flight offered and you were given less than 2 weeks’ notice
Replacement Flights
If you have to wait long enough for your replacement flight, the airline legally has to help you with things you need. This includes:
- food and drink
- access to phone calls and emails
- accommodation if you’re delayed overnight, as well as journeys between the airport and the hotel
How long the delay has to be depends on the distance of the flight and the countries it’s flying between.
| Flight Distance | Length Of Delay |
| Less than 1,500km | 2 hours |
| Between 1,500km and 3,500km | 3 hours |
| More than 3,500km | 4 hours |
The airline might give you vouchers to get these things at the airport. Ask someone who works for the airline if you’re not offered anything.
If they don’t give you help at the airport, keep receipts for your expenses and try to claim from the airline later. Airlines only pay for ‘reasonable’ expenses – you are unlikely to get money back for alcohol, expensive meals or luxury hotels.
Can I Claim Compensation For A Cancelled Flight UK
You are legally entitled to get compensation if the cancellation is the airline’s responsibility and both the following apply:
- the replacement flight delays your arrival by 2 or more hours
- your flight was cancelled less than 14 days before departure
The amount of compensation you’re entitled to depends on:
- when the flight was cancelled
- the distance of the flight – check the flight distance on the Web Flyer website
- the departure and arrival times of the rescheduled flight
We can offer online help right now from a FREE Solicitor UK
If your flight was cancelled less than 7 days before departure:
| Flight distance | Departure and arrival times | Compensation |
| Less than 1,500km | Departure – at least 1 hour earlier than booked flightArrival – up to 2 hours later than booked flight | £110 |
| Arrival – at least 2 hours later than booked flight | £220 | |
| 1,500km to 3,500km | Departure – at least 1 hour earlier than booked flightArrival – up to 3 hours later than booked flight | £175 |
| Arrival – at least 3 hours later than booked flight | £350 | |
| More than 3,500km | Departure – at least 1 hour earlier than booked flightArrival – up to 4 hours later than booked flight | £260 |
| Arrival – at least 4 hours later than booked flight | £520 |
If your flight was cancelled between 7 and 14 days before departure:
| Flight distance | Departure and arrival times | Compensation |
| Less than 1,500km | Departure – up to 2 hours earlier than booked flightArrival – up to 2 hours later than booked flight | £110 |
| Departure – from 2+ hours earlier than booked flightArrival – 2+ hours later than booked flight | £220 | |
| Arrival – 4+ hours later than booked flight | £220 | |
| 1,500km to 3,500km | Departure – up to 2 hours earlier than booked flightArrival – up to 3 hours later than booked flight | £175 |
| Departure – from 2+ hours earlier than booked flightArrival – 3 to 4 hours later than booked flight | £350 | |
| Arrival – 4+ hours later than booked flight | £350 | |
| More than 3,500km | Departure – up to 2 hours earlier than booked flightArrival – up to 4 hours later than booked flight | £260 |
| Arrival – 4+ hours later than booked flight | £520 |
Claim from the airline to get compensation. You might be able to claim from your travel insurance – check if your insurance policy covers cancellations.
Claiming For Cancelled Or Delayed Flights From The Airline
Make sure you contact the airline operating the flight, even if you booked it through another airline. Be ready to give all your flight details and booking reference numbers.
Tell them in writing (email) what went wrong and what you want the airline to give you. The Civil Aviation Authority has information about how to write a good claim. Include copies (not originals) of your tickets and any receipts.
Keep records – keep copies of your claim and any response from the airline. Take notes if you speak to anyone from the airline – this could be useful if you decide to take your claim further. We can offer online help right now from a FREE Solicitor UK
If You Are Not Getting Help With Your Complaint
If you’ve asked the airline and they won’t give you the right compensation, you can complain to an independent organisation.
First, check if the airline is a member of an approved alternative dispute resolution (ADR) body. If they are, complain to them. If they’re not, Civil Aviation Authority (CAA) using the form on its website.
