Holiday from hell - Part 1: Flight delays and compensation

When it comes to compensation, airlines have one get-out – extraordinary circumstances. That is, if the delay was caused by something beyond their control, the airline is not obliged to pay compensation.

Situations which are likely to be deemed out of the airline’s control are:

- Weather problems, such as the volcanic ash cloud emanating from Iceland in 2010;

- Security risks and pollical unrest in the destination country;

- Industrial action, e.g. strikes by airline staff;

- Technical problems caused by the plane manufacturer.

Am I entitled to non-monetary compensation, such as free food?

You are entitled to free food and phone calls as well as overnight accommodation if appropriate, on the condition these expenses are reasonable and that the flight is delayed for sufficient time to qualify, as shown in the table below:

If you had to pay for food, phone calls or accommodation yourself, you are entitled to reimbursement from the airline, but remember to keep all your receipts as proof.

How much compensation am I entitled to?

The table below shows the amount of compensation you would be entitled to if there were no extraordinary circumstances.

If you are making a multi-stop journey on a single ticket, and you miss a connecting flight due to a delay to the preceding flight, you should be able to claim compensation if you arrive at your destination three or more hours later than scheduled.

How can I make a claim?

To claim compensation if your flight meets the eligibility criteria, you should complain to the flight operator (not the company you booked the flight through if this is different).

Write a letter referencing the EU Denied Boarding Regulation 261/2004, stating that you believe you are entitled to compensation. Include all the flight details, a copy of the ticket(s), and personal details of all the passengers you are claiming for, including name, address and contact number.

If I have contacted the airline but am unhappy with their response. What are my options?

The Civil Aviation Authority (CAA) says that complaints should be forwarded to them if you are not satisfied with the airline’s response or if the airline fails to respond within 8 weeks. The CAA also warns that due to an increase in demand, these claims can take some time to resolve.

You can also take your claim to the CAA if the airline refuses to pay compensation. However, it should be understood that the CAA does not represent an ombudsman scheme and are therefore not able to impose their findings on airlines.

If your claim still isn’t resolved after taking it to the CAA or other regulator, you have the option of taking the matter to court. However, this is only possible if the delayed flight was less than six years ago.

What happens if my flight is cancelled? Can I claim compensation?

If your flight is cancelled within seven days before departure or if you were rerouted to your destination, then entitlement to claim compensation may be available. For UK passengers, the amounts are detailed below.

If your flight is cancelled between 7-14 days before departure or if you were rerouted to your destination, then entitlement to claim compensation may be available. For UK passengers, the amounts are detailed below.

Disclaimer - all information in this article was correct at time of publishing.