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On this page Last checked: 16/11/2021
From 1 January 2021, EU rules on air passenger rights do not apply to cases of denied boarding, cancellations or delays to flights from the UK to the EU if your flight was operated by a UK carrier or another non-EU carrier, even if you booked your flight before this date. However, EU rules continue to apply from 1 January 2021 if your flight from the UK to the EU was operated by an EU carrier, unless you have already received compensation or benefits under UK law. EU means the 27 EU countries, including Guadeloupe, French Guiana, Martinique, Réunion Island, Mayotte, Saint-Martin (French Antilles), the Azores, Madeira and the Canary Islands (but not the Faeroe Islands). EU rules also apply to flights to and from Iceland
The outbound and return flights are always considered as two separate flights even if they were booked as part of one reservation. In some cases the airline operating the flight (also known as the operating air carrier) may not be the same as the one from which you bought your ticket. In case of any difficulties only the airline which operates the flight can be held responsible. In cases where an airline hires (under a wet lease) an aircraft including crew from another airline, the airline which hires the aircraft has operational responsibility for the flight and is regarded as the operating airline under EU rules (specifically Regulation 261/2004). What went wrong?How to claim your rights?Claim your rights! Denied boardingYou may be denied boarding by the airline:
If you have presented yourself on time for check-in with a valid flight reservation and travel documentation and you're denied boarding by the airline due to overbooking or for operational reasons, and you don't voluntarily give up your seat, you are entitled to: Travelling from the UK to an EU countryFrom 1 January 2021, EU rules on air passenger rights do not apply to cases of denied boarding, cancellations or delays to flights from the UK to the EU if your flight was operated by a UK carrier or another non-EU carrier, even if you booked your flight before this date. However, EU rules continue to apply from 1 January 2021 if your flight from the UK to the EU was operated by an EU carrier, unless you have already received compensation or benefits under UK law.
A printed or electronic notice informing you of your EU air passenger rights must be clearly displayed at the airport check-in desk, at check-in kiosks and on-line. If you were denied boarding, your flight was cancelled, you experienced a delay of more than 2 hours at departure or you arrive with a long delay at your final destination, the airline must give you a written notice setting out the rules for compensation and assistance. Cancelled flightCancellation occurs when:
If your flight is cancelled you have the right to choose between reimbursement, re-routing or return. You are also entitled to assistance at the airport. If you were informed of the cancellation less than 14 days prior to the scheduled departure date, you have a right to compensation. The airline has the obligation to prove if and when you were personally informed that the flight was cancelled. If this is not the case you can contact your national authority However, compensation is not due if the carrier can prove that the cancellation is caused by extraordinary circumstances which could not have been avoided even if all reasonable measures had been taken. The airline has to prove this by providing, for example, extracts from logbooks or incident reports. The air carrier should give this evidence to the relevant national enforcement body as well as to the passengers concerned in line with national provisions on access to documents. Travelling from the UK to an EU countryFrom 1 January 2021, EU rules on air passenger rights do not apply to cases of denied boarding, cancellations or delays to flights from the UK to the EU if your flight was operated by a UK carrier or another non-EU carrier, even if you booked your flight before this date. However, EU rules continue to apply from 1 January 2021 if your flight from the UK to the EU was operated by an EU carrier, unless you have already received compensation or benefits under UK law.
A printed or electronic notice informing you of your EU air passenger rights must be clearly displayed at the airport check-in desk, at check-in kiosks and on-line. If you were denied boarding, your flight was cancelled, you experienced a delay of more than 2 hours at departure or you arrive with a long delay at your final destination, the airline must give you a written notice setting out the rules for compensation and assistance. DelayIf your flight is delayed at departure, you have the right to assistance, to reimbursement and a return flight, depending on the duration of the delay and the distance of the flight. If you arrived at your final destination with a delay of more than 3 hours, you are entitled to compensation, unless the delay was due to extraordinary circumstances. The airline has to prove this by providing, for example, extracts from logbooks or incident reports. The air carrier should give this evidence to the relevant national enforcement body as well as to the passengers concerned in line with national provisions on access to documents. Travelling from the UK to an EU countryFrom 1 January 2021, EU rules on air passenger rights do not apply to cases of denied boarding, cancellations or delays to flights from the UK to the EU if your flight was operated by a UK carrier or another non-EU carrier, even if you booked your flight before this date. However, EU rules continue to apply from 1 January 2021 if your flight from the UK to the EU was operated by an EU carrier, unless you have already received compensation or benefits under UK law.
A printed or electronic notice informing you of your EU air passenger rights must be clearly displayed at the airport check-in desk, at check-in kiosks and on-line. If you were denied boarding, your flight was cancelled, you experienced a delay of more than 2 hours at departure or you arrive with a long delay at your final destination, the airline must give you a written notice setting out the rules for compensation and assistance. Your flight was overbookedIf you have presented yourself on time for the check-in with a valid flight reservation and travel documentation and you're denied boarding due to overbooking or for operational reasons, and you don't voluntarily give up your seat, you are entitled to: Travelling from the UK to an EU countryFrom 1 January 2021, EU rules on air passenger rights do not apply to cases of denied boarding, cancellations or delays to flights from the UK to the EU if your flight was operated by a UK carrier or another non-EU carrier, even if you booked your flight before this date. However, EU rules continue to apply from 1 January 2021 if your flight from the UK to the EU was operated by an EU carrier, unless you have already received compensation or benefits under UK law.
A printed or electronic notice informing you of your EU air passenger rights must be clearly displayed at the airport check-in desk, at check-in kiosks and on-line. If you were denied boarding, your flight was cancelled, you experienced a delay of more than 2 hours at departure or you arrive with a long delay at your final destination, the airline must give you a written notice setting out the rules for compensation and assistance. Upgrading or downgradingIf you are upgraded, the airline can't request any additional payment. If you are downgraded, you are entitled to reimbursement of a percentage of the price of your ticket, depending on the flight distance as follows: a) 30% - flights of 1 500 km or less b) 50% - flights within the EU of more than 1 500 km (except flights between the EU and French overseas departments), and all other flights between 1 500 and 3 500 km c) 75% - flights not falling under (a) or (b), including flights between the EU and French overseas departments. If you have 2 or more connecting flights included in a single ticket, you can only be reimbursed for the flight which was downgraded and not for the entire journey. The reimbursement should be paid within 7 days. Travelling from the UK to an EU countryFrom 1 January 2021, EU rules on air passenger rights do not apply to cases of denied boarding, cancellations or delays to flights from the UK to the EU if your flight was operated by a UK carrier or another non-EU carrier, even if you booked your flight before this date. However, EU rules continue to apply from 1 January 2021 if your flight from the UK to the EU was operated by an EU carrier, unless you have already received compensation or benefits under UK law. Claim your rights! You missed your connecting flightConnecting flights are journeys where you have to take more than one flight to get to your final destination. If you miss a connecting flight, and arrive at your final destination with a delay of more than 3 hours, you are entitled to compensation. This compensation is calculated according to the length of the delay and the distance to your final destination. You have a right to compensation if:
Travelling from the UK to an EU countryFrom 1 January 2021, EU rules on air passenger rights do not apply to cases of denied boarding, cancellations or delays to flights from the UK to the EU if your flight was operated by a UK carrier or another non-EU carrier, even if you booked your flight before this date. However, EU rules continue to apply from 1 January 2021 if your flight from the UK to the EU was operated by an EU carrier, unless you have already received compensation or benefits under UK law.
You are not entitled to compensation if you miss your connecting flight due to delays at security checks or if you did not respect the boarding time of your flight at the airport of transfer. Claim your rights! Lost, damaged or delayed luggageChecked-in luggageIf your checked-in luggage is lost, damaged or delayed, the airline is liable and you're entitled to compensation up to an amount of approximately EUR 1 300. However if the damage was caused by an inherent defect in the baggage itself, you're not entitled to any compensation. Hand luggageIf your hand luggage is damaged the airline is liable if it was responsible for the damage. Travel insuranceTo ensure you have sufficient coverage when travelling with expensive items it's advisable to take out private insurance. If you do not wish to do so you can for a fee request a higher compensation limit (in excess of EUR 1 300) from the airline you are travelling with. This must be done in advance and at the latest when you check-in. How to complainIf you want to file a claim for lost or damaged luggage, you should do it in writing to the airline within 7 days, or within 21 days of receiving your luggage if it was delayed. There is no standard EU-wide form. Compensation - denied boarding
If you arrived on time for check‑in, you should always receive compensation if you're denied boarding. The only exception is if there were reasonable grounds to deny you boarding, such as health, safety or security concerns. Or if you did not have the required travel documents. Even in cases where such grounds exist, airlines might still offer you compensation depending on the specific terms and conditions attached to your ticket. Connecting flight – one reservation with a single check-inIf you are denied boarding because the airline operating the connecting flight deemed that you would arrive too late to board this flight (as your first flight was delayed) compensation is due.
If the airline has offered you re-routing and you reach your final destination with a delay of 2, 3 or 4 hours the compensation may be reduced by 50%. Claim your rights! Compensation - cancellation
If your flight is cancelled, the airline must offer you, on a one off basis, a choice between:
As soon as you have chosen one of these three options, you no longer have rights in relation to the other two options. However, the airline carrier may still have to provide compensation
You're not entitled to compensation:
If the airline has offered you re-routing and you reach your final destination with a delay of 2, 3 or 4 hours the compensation may be reduced by 50%. A printed or electronic notice informing you of your EU air passenger rights must be clearly displayed at the airport check-in desk, at check-in kiosks and on-line. If you were denied boarding, your flight was cancelled, you experienced a delay of more than 2 hours at departure or you arrive with a long delay at your final destination, the airline must give you a written notice setting out the rules for compensation and assistance. You are not entitled to compensation in case of extraordinary circumstances which could not have been avoided even if all reasonable measures had been taken. Claim your rights! Compensation - delay at arrival
If the airline has offered you re-routing and you reach your final destination with a delay of 2, 3 or 4 hours, your compensation may be reduced by 50%. Claim your rights! Compensation - denied boarding due to overbooking
You should always receive compensation if you're denied boarding. Connecting flight – one reservation with a single check-in.If you are denied boarding because the airline operating the connecting flight deemed that you would arrive too late to board this flight (as your first flight was delayed) compensation is due.
If the airline has offered you re-routing and you reach your final destination with a delay of 2, 3 or 4 hours, your compensation may be reduced by 50%. Claim your rights! Assistance in the event of denied boardingAirlines should provide assistance free of charge while you wait. In the event of travel disruption, you should make yourself known to the airline, to avoid a situation where you have to make your own arrangements. Airlines should also ensure, where available, that accommodation is accessible for people with disabilities and their service dogs. The assistance to be provided includes:
If assistance is not offered and you paid for any of the above items out of your own pocket, the airline should reimburse you, provided the expenses were necessary, reasonable and appropriate. You should keep all receipts for this purpose. You only have the right to assistance as long as you have to wait for re-routing, under comparable transport conditions, to your final destination at the earliest opportunity or a return flight. In exceptional cases, the airline may decide to limit or decline assistance if it would cause further delay to passengers waiting for an alternative or a delayed flight.
Unless the terms and conditions of your ticket specify otherwise, you are not entitled to assistance if:
Claim your rights! Assistance in the event of cancellationAirlines should offer you and provide assistance free of charge while you wait. In the event of travel disruption, you should make yourself known to the airline, to avoid a situation where you have to make your own arrangements. Airlines should also ensure, where available, that accommodation is accessible for people with disabilities and their service dogs. The assistance to be provided includes:
If assistance is not offered and you paid for your own meals and refreshments etc., the airline should reimburse you, provided the expenses were necessary, reasonable and appropriate. You should keep all receipts for this purpose. You only have the right to assistance as long as you have to wait for re-routing, under comparable transport conditions, to your final destination at the earliest opportunity or a return flight. In exceptional cases, the airline may decide to limit or decline assistance if it would cause further delay to passengers waiting for an alternative or a delayed flight. Claim your rights! Assistance in the event of delay at departureIf an airline expects that your flight will be delayed beyond the scheduled departure time, you are entitled to meals and refreshments, in proportion to the waiting time, and 2 free telephone calls, emails or faxes. The point at which you are entitled to these rights depends on the length of the delay and distance of your flight as follows:
Where the new expected departure time is at least the day after the initially scheduled departure time, you are entitled to hotel accommodation and transport to and from the airport and your accommodation (if you need to stay overnight). Airlines should offer you and provide assistance free of charge while you wait. In the event of travel disruption, you should make yourself known to the airline, to avoid a situation where you have to make your own arrangements. Airlines should also ensure, where available, that accommodation is accessible for people with disabilities and their service dogs. If assistance is not offered and you paid for your own meals and refreshments, the airline should reimburse you, provided the expenses were necessary, reasonable and appropriate. You should keep all receipts for this purpose. You only have the right to assistance as long as you have to wait for re-routing, under comparable transport conditions, to your final destination at the earliest opportunity or a return flight. In exceptional cases, the airline may decide to limit or decline assistance if it would cause further delay to passengers waiting for an alternative or a delayed flight. Claim your rights! Assistance in the event of denied boarding due to overbookingAirlines should offer you and provide assistance free of charge while you wait. In the event of travel disruption, you should make yourself known to the airline, to avoid a situation where you have to make your own arrangements. Airlines should also ensure, where available, that accommodation is accessible for people with disabilities and their service dogs. The assistance to be provided includes:
If assistance is not offered and you paid for your own meals and refreshments etc., the airline should reimburse you, provided the expenses were necessary, reasonable and appropriate. You should keep all receipts for this purpose. You only have the right to assistance as long as you have to wait for re-routing, under comparable transport conditions, to your final destination at the earliest opportunity or a return flight. In exceptional cases, the airline may decide to limit or decline assistance if it would cause further delay to passengers waiting for an alternative or a delayed flight. Claim your rights! Reimbursement, re-routing or rebooking in the event of denied boardingThe airline must offer you, on a oneoff basis, a choice between:
As soon as you have chosen one of these three options, you no longer have rights in relation to the other two options. However, the airline may still have to provide compensation depending on the distance of your flight and the length of the delay past your original planned arrival time.
However, if the outbound and return flights are operated by different airlines, but were part of a single reservation, in the event that the outbound flight was cancelled, you have the following rights:
Unless the terms and conditions of your ticket specify otherwise, you are not entitled to reimbursement or re‑rerouting if:
Claim your rights! Reimbursement, re-routing or rebooking in the event of cancellationThe airline must offer you, on a one off basis, a choice between:
Because of the ongoing coronavirus pandemic, carriers are issuing vouchers you can redeem later as an alternative to reimbursement. In this case, as a passenger, you must always be given the choice between a cash reimbursement and a voucher. As soon as you have chosen one of these three options, you no longer have rights in relation to the other two options. However, the airline may still have to provide compensation depending on the distance of your flight and the length of the delay past your original planned arrival time.
If the outbound and return flights are operated by different airlines, but were part of a single reservation, in the event that the outbound flight was cancelled, you have the following rights:
Claim your rights! Reimbursement and a return flight in the event of a long delay (5 hours or more) at departureIf your flight is delayed at least 5 hours at departure, the airline must reimburse your ticket and, if you have a connecting flight, offer a return to the airport of departure at the earliest opportunity. Claim your rights! Reimbursement, re-routing or rebooking in the event of denied boarding due to overbookingThe airline must offer you, on a one off basis, a choice between:
As soon as you have chosen one of these three options, you no longer have rights in relation to the other two options. However, the airline may still have to provide compensation depending on the distance of your flight and the length of the delay past your original planned arrival time.
However, if the outbound and return flights are operated by different airlines, but were part of a single reservation, in the event that the outbound flight was cancelled, you have the following rights:
Claim your rights! Extraordinary circumstances - CancellationExtraordinary circumstances can lead to more than one cancellation or delay at the final destination. Examples of events defined as extraordinary circumstances are air traffic management decisions, political instability, adverse weather conditions and security risks. Situations which are not considered as extraordinary circumstances include:
Any strike that affects the operation of the airline may be considered as extraordinary circumstances. However, to be exempted from paying compensation, the airline must prove that: i) there is a link between the extraordinary circumstances and the delay or the cancellation, and ii) the delay or cancellation could not have been avoided even if all reasonable measures had been taken. If the airline does not provide you with a satisfactory explanation, you can contact your national authority Extraordinary circumstances - DelayExtraordinary circumstances can lead to more than one cancellation or delay at the final destination. Examples of events defined as extraordinary circumstances are air traffic management decisions, political instability, adverse weather conditions and security risks. Situations which are not considered as extraordinary circumstances include:
Any strike that affects the operation of the airline may be considered as extraordinary circumstances. However, to be exempted from paying compensation, the airline must prove that: i) there is a link between the extraordinary circumstances and the delay or the cancellation, and ii) the delay or cancellation could not have been avoided even if all reasonable measures had been taken. If the airline does not provide you with a satisfactory explanation, you can contact your national authority Claim your rightsIf you think your rights have not been respected, there are several forms of redress you can can use. However you should always send your complaint to the airline first. You can also consult your local European Consumer Centre Complain to the airline
You should always send your complaint to the airline first using either the complaint form provided by the airline or the EU air passenger rights form Complain to national authorities
If you don't receive a reply from the airline within 2 months or if you are not satisfied with the reply, you can lodge a complaint with the relevant national authority Use Alternative Dispute Resolution Entities (ADR) / Online Dispute Resolution (ODR)
You can also try to resolve your dispute using out-of-court procedures or an Alternative Dispute Resolution entity (ADR). If you bought your ticket online, you can submit your complaint via the Online Dispute Resolution (ODR) platform. ADR and ODR are only available to EU residents. Going to court
You may wish to resort to formal legal action and present a claim for compensation under EU rules using the European Small Claims procedure. For flights operated by an EU airline, you can submit your claim either at the place of arrival or departure. The same rule applies to connecting flights, which are part of a single reservation, but which may be operated by different air carriers. You may also bring the matter before the courts in the country where the airline is registered. If the airline is not registered in an EU country, you can submit your case to the courts in the EU country where your flight arrived, departed or connected. The time limits for bringing an action against an airline in a national court are defined in accordance with national rules on the limitation of actions in each EU country.
Important information for people submitting a claim to a claims agency: Information notice on relevant EU consumer protection, marketing and data protection law applicable to claim agencies' activities in relation to Regulation 261/2004 on air passenger rights. |