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Compensation

We are working extremely hard to deal with the unprecedented situation arising from the COVID-19 outbreak in Europe and ensure that affected customers receive all appropriate support and assistance. However, in line with the advice from the UK Civil Aviation Authority, delays and/or cancellations arising from circumstances relating to COVID-19 will be treated as extraordinary circumstances and therefore not eligible for compensation under Regulation EC261/2004.

Compensation Entitlements
Compensation is potentially payable under the Regulation EC261 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:

Flight Length Compensation Payable
Less than 1500km €250.00 per passenger
1500-3500km €400.00 per passenger
More than 3500km €600.00 per passenger - not applicable to flights between two EU Member countries

To be eligible for compensation, the following criteria must be met:

Passenger:

  • 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:

  • The flight was departing an EU country or arriving into an EU country on an EU air carrier;
  • One of the following applies:
    • The flight was cancelled within two weeks of the flight date; or
    • The arrival delay was in excess of three hours; or
    • 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).

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, which is available here. Delays and Cancellations are often complicated and multi-faceted. The following guidance may help:

  • 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 always aim to keep you informed 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 apply to your flight as they occurred on a flight before which delayed your flight as a direct result.

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

Making a Claim

*** We are working extremely hard to deal with the unprecedented situation arising from the COVID-19 outbreak in Europe and ensure that affected customers receive all appropriate support and assistance. However, in line with the advice from the UK Civil Aviation Authority, delays and/or cancellations arising from circumstances relating to COVID-19 will be treated as extraordinary circumstances and therefore not eligible for compensation under Regulation EC261/2004. ***

If your claim meets with the criteria set out above, please complete the online form.

As per our Terms and Conditions, you must submit your claim to us directly and allow us to respond before engaging third parties to claim on your behalf.

Please make sure that you provide the following information, as without it we will be unable to process 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 that whilst you can claim for your family group, if you want to claim on behalf of passengers outside your group we would need their signed written permission allowing you to deal with their claim. You are also unable to claim for passengers on another booking reference, and these passengers would have to contact us directly.

Our dedicated claims team usually reply within 28 days, although this may increase during busy times or if we need to make further investigations. If you are not satisfied with the outcome of your claim, please reply to the email correspondence you have received and outline which points you would like the team to review and they will be happy to provide a further response. If you are still not satisfied with the outcome, you can contact the Civil Aviation Authority (CAA).