FAQ – EU261 Flight Compensation | FlightClaim Europe

Question 1

What is EU Regulation 261/2004?

Accepted Answer

EU Regulation 261/2004 is a European law that protects air passengers when their flight is delayed, cancelled, or they are denied boarding. It entitles eligible passengers to financial compensation of up to €600, as well as care and assistance such as meals, refreshments, and accommodation where applicable.

Question 2

Which flights are covered by EU261?

Accepted Answer

EU261 applies to: (1) any flight departing from an EU airport, regardless of the airline; and (2) any flight arriving at an EU airport operated by an EU-based airline. Flights departing from the UK are covered under the equivalent UK261 regulation, which mirrors EU261 protections.

Question 3

How long does my flight need to be delayed to qualify?

Accepted Answer

Your flight must arrive at its final destination at least 3 hours late. It is the arrival time that counts, not the departure time. If your flight departed late but landed within 3 hours of the scheduled arrival, you are not entitled to compensation under EU261.

Question 4

What are 'extraordinary circumstances' and do they affect my claim?

Accepted Answer

Airlines can avoid paying compensation if they can prove the disruption was caused by 'extraordinary circumstances' — events outside their control that could not have been avoided even if all reasonable measures had been taken. Examples include severe weather, air traffic control strikes, security threats, and political instability. Technical faults with the aircraft generally do not qualify as extraordinary circumstances.

Question 5

Am I entitled to compensation if my flight was cancelled?

Accepted Answer

Yes, in most cases. If your flight was cancelled and the airline gave you less than 14 days' notice, you are entitled to compensation unless the cancellation was due to extraordinary circumstances. You are also entitled to a full refund or re-routing to your destination at the earliest opportunity.

Question 6

How much compensation can I claim?

Accepted Answer

Compensation is based on the distance of your flight: €250 for flights up to 1,500 km; €400 for flights between 1,500 km and 3,500 km within the EU, or between 1,500 km and 3,500 km outside the EU; and €600 for flights over 3,500 km. If the airline offers re-routing and you arrive within a certain time of your original schedule, the compensation may be reduced by 50%.

Question 7

What is the difference between a refund and compensation?

Accepted Answer

A refund returns the cost of your unused ticket. Compensation is a separate fixed payment under EU261 for the inconvenience caused by a delay or cancellation. You may be entitled to both. If you accept a refund and choose not to travel, you can still claim EU261 compensation for the disruption.

Question 8

What care and assistance am I entitled to during a long delay?

Accepted Answer

If your flight is delayed by 2 hours or more (for short-haul), 3 hours or more (for medium-haul), or 4 hours or more (for long-haul), the airline must provide meals and refreshments proportionate to the waiting time, two free telephone calls or emails, and hotel accommodation plus transport if an overnight stay becomes necessary.

Question 9

How do I submit a complaint?

Accepted Answer

Use our complaint form on the homepage. You will need your booking reference, flight number, flight date, departure and destination airports, and a brief description of what happened. We will review your details and guide you through the next steps.

Question 10

How long does the claims process take?

Accepted Answer

Timelines vary. Airlines are generally expected to respond within 8 weeks of receiving a formal complaint. If the airline rejects your claim or does not respond, you can escalate to the relevant National Enforcement Body (NEB) or an Alternative Dispute Resolution (ADR) scheme, which can take a further 3–6 months. Court action is also an option.

Question 11

Is there a time limit for making a claim?

Accepted Answer

Yes. Time limits vary by country. In the UK, you generally have 6 years to claim. In most EU countries the limit is between 2 and 5 years from the date of the disrupted flight. We recommend submitting your claim as soon as possible to avoid missing any deadlines.

Question 12

The airline rejected my claim. What can I do?

Accepted Answer

Do not give up. Airlines frequently reject valid claims hoping passengers will not pursue them further. You can escalate to the National Enforcement Body in the country where the disruption occurred, or to an approved ADR scheme. If those routes fail, you can take the airline to the small claims court, which is a straightforward and low-cost process in the UK and many EU countries.

Question 13

Does it cost anything to use FlightClaim Europe?

Accepted Answer

No. Our guidance and complaint submission service is completely free to use. We provide information and help you understand your rights under EU261. We do not charge fees or take a percentage of any compensation you receive.

Question 14

How do I claim against Ryanair?

Accepted Answer

Ryanair accepts EU261 claims but is known for initially rejecting many valid complaints. Submit your claim in writing, keep all documentation including your booking confirmation and boarding pass, and be prepared to escalate to the Civil Aviation Authority (CAA) in the UK or the relevant NEB in your departure country if Ryanair does not respond satisfactorily within 8 weeks.

Question 15

How do I claim against easyJet?

Accepted Answer

easyJet has an online compensation claim form on their website. You can also submit your complaint through our form and we will guide you through the process. easyJet is generally more responsive than some budget carriers, but escalation to the CAA or CEDR (Centre for Effective Dispute Resolution) remains an option if your claim is rejected.

Question 16

How do I claim against British Airways?

Accepted Answer

British Airways handles EU261 claims through their customer relations team. Claims can be submitted online via their website or through our complaint form. If BA rejects your claim or fails to respond within 8 weeks, you can escalate to CEDR, which is BA's approved ADR scheme.

Frequently Asked Questions

Eligibility & Your Rights

Compensation Amounts

The Claims Process

Specific Airlines

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