FREQUENTLY ASKED QUESTIONS
Find answers to common questions about flight compensation, our claims process, and more.
Travellers are protected by strong passenger rights under Air Passenger Rights Regulations UK261 and EU261. If your flight is delayed, cancelled or overbooked, you may be entitled to compensation and/or a full refund as compensation for the inconvenience caused.
What Is EU261?
EU Air Passenger Rights Regulation 261/2004 (EU261) came into effect in 2005, while the UK was still a member of the European Union. Following Brexit, the UK retained most of these protections by introducing its own version, known as UK261. Although both regulations are similar, they are now enforced separately.
When Does UK261 Apply?
You are covered under UK261 if:
- You depart from an airport in the UK on any airline
- You arrive at a UK airport on a UK or EU airline
- You arrive at an EU airport on a UK airline
When Does EU261 Apply?
You are covered under EU261 if:
- You depart from an airport located in an EU/EEA member state
- You arrive in an EU/EEA member state on an airline based in the EU/EEA
These regulations ensure that air travellers are fairly compensated for significant disruptions, regardless of whether they are flying to or from the UK or Europe.
Flight Compensation is a financial payment awarded to passengers for the inconvenience caused by flight delays, cancellations or denied boarding. It is typically provided when the disruption is the airline's responsibility, such as operational issues or overbooking. Compensation is regulated under UK261 and EU261 and is designed to recognise the inconvenience caused to affected travellers.
Ticket Refunds involve reimbursing the full or partial cost of an unused ticket. Refunds are generally issued when passengers decide not to travel due to a cancellation, a significant delay or other valid reasons, and are subject to regulatory and airline-specific policies.
In some cases, you may be entitled to both a ticket refund and flight compensation, depending on the nature of the disruption and the circumstances of your journey.
The Montreal Convention is an international treaty that sets a standard legal framework for handling passenger claims related to international flights. It covers incidents such as personal injury, wrongful death, lost or delayed baggage and damaged cargo. While the Convention does not guarantee automatic compensation, it provides the legal basis for passengers and cargo owners to claim damages resulting from such incidents.
Passengers travelling within, from, or to the UK or EU are generally protected under UK261 and EU261 regulations. However, if you are flying to the UK or EU from a non-EU country, you are only covered if you are travelling with a UK or EU-based airline. These regulations ensure that passengers have the right to claim compensation in cases of flight delays, cancellations or denied boarding, provided the airline is responsible for the disruption.
The rights of UK travellers regarding flight cancellations remain in place and have seen minimal changes following Brexit. Passengers departing from or arriving in the UK on a UK airline may still be entitled to compensation of up to £520 for eligible delays or cancellations under current regulations.
As part of Brexit, the UK introduced a legal framework known as "retained EU law", which incorporated much of existing EU legislation into domestic law. This includes the updated UK version of EU261, commonly referred to as UK261. So far, only limited amendments have been made, and the core protections for air passengers remain largely unchanged.
The time limits for submitting a flight compensation claim under EU261 regulations vary depending on the country and are typically based on either the airline's place of business or the court with jurisdiction. It is important to file your claim within the applicable time frame to remain eligible for compensation.
Here are some examples of claim time limits by country:
- United Kingdom: 6 years
- Ireland: 6 years
- Germany: 3 years
- France: 5 years
- Spain: 5 years
- Italy: 2 years
- Netherlands: 2 years
Some countries also have specific notification requirements. For example, in Sweden, passengers must notify the airline of the disruption within 2 months. Once this notification is given, the claim remains valid for up to 10 years.
Understanding the applicable time limit is essential to ensure you do not lose your right to claim compensation under EU261.