Frequently Asked Questions

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Delays & Disruption

What care and assistance am I entitled to during flight disruption?

Refunds and Re-routing

It is rare for to cancel a flight or deny a passenger boarding, but if this does occur we will endeavour to assist you in accordance with EC Regulation 261/2004 (the Regulation), which requires passengers to be offered the choice between a refund and re-routing.



Departure delay of over 5 hours

You have the option to cancel your booking and receive a full refund of the delayed flight.


You have the option to cancel your booking and receive a full refund of the cancelled flight or be re-routed to your destination (subject to availability).

Denied Boarding
Although everything possible is done to operate flights with the scheduled number of passengers, it is sometimes necessary to reduce passenger capacity, often for safety reasons. When this occurs, we first ask for volunteers but if insufficient volunteers are located then we may be required to deny boarding.

You have the option to cancel your booking and receive a full refund of the cancelled flight or be re-routed to your destination (subject to availability).

These options do not apply to volunteers.

Meals & Refreshments

Meals and Refreshments are provided free of charge during extended flight delays. The point at which you become eligible for refreshments is dependant on route length:

Less than 1500km

2 hours


3 hours

More than 3500km

4 hours
(If the flight is between two EU countries then meals and refreshments are provided after 3 hours).

Meals and refreshments are typically provided in the form of vouchers/I-coupons that can be used at selected food and beverage outlets in the airport. The value provided will be dependent on the length of the delay and the time of day. If you did not receive a voucher but incurred meal or refreshment costs, please contact our EU261 Team and they will refund any reasonable expenses supported by receipts.

Overnight Accommodation

If a flight is delayed overnight, or you have chosen a re-routing option (after a flight cancellation or denied boarding) which does not depart until the following day, then we will provide accommodation where possible.

Am I entitled to compensation?

Compensation is potentially payable under the Regulation if your flight’s arrival has been delayed for more than three hours, the flight has been cancelled, or you have been denied boarding.

The compensation is determined by route length and not the duration of the delay:

Less than 1500km

€250.00 per passenger


€400.00 per passenger

More than 3500km

€600.00 per passenger
(Not applicable to flights between two EU Member countries)

In order for you to be eligible for compensation, the following criteria must be met:

Passenger Criteria:

  • You had a confirmed reservation on the flight
  • You presented yourself at the airport in time for your flight
  • You were paying a fare available to the public
  • You travelled within the last six years

Flight Criteria:

  • The flight was departing an EU Country or arriving into an EU Country on an EU air carrier;
  • One of the following applies:
    (a) The flight was cancelled within two weeks of the flight date; or
    (b) The arrival delay was in excess of three hours; or
    (c) The airline denied a passenger boarding;
  • The delay or cancellation was not caused by extraordinary circumstances which could not have been avoided even if all reasonable measures had been taken (not applicable to denied boarding).

What are extraordinary circumstances?

The European case law which interprets the Regulation does not provide a list of extraordinary circumstances. Examples which could constitute extraordinary circumstances include: adverse weather conditions; Air Traffic Control restrictions; security issues; bird strikes. The Civil Aviation Authority (CAA) has provided guidance on this area and have provided an non-exhaustive list.

Delays and Cancellations are often complicated and multi faceted. The following may help to clarify common areas of confusion:

  • For compensation to be payable, at least three hours of a delay has to be caused by a ‘non-extraordinary circumstance’. If a delay has multiple causes, you may not be entitled to compensation even though one of the causes is not an extraordinary circumstance.
  • We endeavour to provide information during a delay, but assessment under the Regulation requires a full investigation from our dedicated team once the flight has been completed.
  • Some circumstances, for example, adverse weather, may not appear to pertain to your flight as they occurred on a preceding flight which delayed your flight as a direct result.

TOP TIP: We recommend that customers always take out travel insurance as we are not liable for additional expenses incurred as a result of a delay.

How do I make a claim?

Should your claim meet with the criteria as set out above, we request that all correspondence is marked for the attention of our dedicated EC 261/2004 Team at the following postal address: PO Box 284, Leeds, LS11 1GE.

Alternatively, you can complete the web form by clicking here.

Please ensure that the following information is provided to enable us to assess your claim:

  • Full postal address
  • Booking reference
  • Passenger names
  • Flight number
  • Flight date
  • A copy of your booking confirmation or boarding passes for the flight

Please note we are unable to process your claim without all this information.

Top Tip: Please contact our Customer Service Team at who would be more than happy to consider any requests for reimbursement of services not received i.e. pre-booked seats and/or meals, and respond to any other complaints or compliments regarding the service you have received.

Frequently asked questions about the Claims Process

Can I claim for other passengers on my booking?
Yes, you can claim for your family group. If you wish to claim on behalf of passengers outside your family group, then we need their signed written permission allowing you to deal with their claim.

Can I claim for passengers on another booking?
No, we would ask that the passenger contact us directly.

I paid for the flight - why can I not receive compensation for all the passengers?
The compensation is for inconvenience experienced by the passenger; it is not relevant who paid for the passenger’s flight.

How long should I expect for a reply?
Our dedicated claims team usually reply within 28 days, although this may increase during busy times or if further investigations are required.

What happens if I am not satisfied with the outcome of my claim?
Please write to the team and outline which points you would like them to review, and they will be happy to provide a further response. If you are still not satisfied with the outcome, you are able to contact the Civil Aviation Authority (CAA).

The answers to the FAQ’s are designed to provide brief guidance without excessive legal language. For further information on any of the points raised, please do not hesitate to contact the EU261 Team who will be more than happy to assist.