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Flight Delay/Cancellations Claims

EC Regulation 261/2004 (the Regulation), which was incorporated into UK law after Brexit, provides passenger rights and assistance when flights are delayed, cancelled or passengers are denied boarding. A dedicated team will investigate the circumstances of the delay or cancellation once it has concluded. Please be aware claims made under the Regulation are not necessarily eligible for compensation. For example, if a delay is under three hours, or the cause of the delay is outside of the airline’s control. Further details can be found below.

In order to make a claim under the Regulation, you must have:

  • Made a confirmed reservation on the flight
  • Presented yourself at the airport on time
  • Paid a fare available to the public
  • Travelled within the last six years

Extraordinary Circumstances

  • Compensation is not payable if the delay was under three hours, or if the delay or cancellation was caused by extraordinary circumstances which could not have been avoided even if all reasonable measures had been taken. If a delay has multiple causes, you may not be entitled to compensation even though one of the causes is not an extraordinary circumstance.
  • Some circumstances, for example, adverse weather, may not appear to apply to your flight but occurred on a previous sector and resulted in the delay to your flight.
  • If your claim is eligible for compensation, the compensation is determined by route length and not the duration of the delay: Less than 1500km - €250/£220; 1500-3500km - €400/£350; More than 3500km - €600/£520 (per passenger).
  • We recommend that customers always take out travel insurance as we are not liable for additional expenses because of a delay.

Making a Claim

If your claim meets with the criteria set out above, please mark all correspondence 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 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, if you want to claim on behalf of passengers outside your family group, we will need their signed written permission allowing you to deal with their claim. You are unable to claim for passengers on another booking reference and these passengers would have to contact us directly.

If you are still not satisfied with the outcome of your claim, you can contact the Civil Aviation Authority (CAA).