You might be able to get compensation under EU law if your flight either:

• left from the UK, the European Union (EU), Iceland, Norway or Switzerland
• was with a European airline and landed in the UK, the EU, Norway or Switzerland, no matter where you were flying from

Check what the airline should give you if your flight's delayed

If your flight’s delayed for long enough, your airline has to give you:

• food and drink
• access to phone calls and emails
• accommodation if you’re delayed overnight - and journeys between the airport and the hotel

How long the delay has to be depends on the distance of the flight and the countries it's flying between. You can check the FLIGHT DISTANCE.

The airline might give you vouchers to get these things at the airport. Ask someone who works for the airline if you’re not offered any help.

If they don’t give you help at the airport, keep receipts for expenses and try to claim from the airline later. Airlines only pay for ‘reasonable’ expenses - you are unlikely to get money back for alcohol, expensive meals or luxury hotels.

If your flight’s delayed for 3 or more hours

You’re entitled to get compensation if the flight arrives more than 3 hours late and it's the airline’s fault - for example, if they didn’t get enough bookings or there was a technical fault.

You’re unlikely to get compensation if the delay was because of something outside the airline’s control, like bad weather or a security risk.

If you’re on a non-EU flight which connects to an EU flight, you can usually get compensation if:

• you booked both flights as a single booking
• you were delayed for more than 3 hours
• the delay was the airline’s fault

For example, if you were flying from London to Melbourne, with a stopover in Dubai, and your connecting flight was delayed or you couldn’t board the plane, you’d still be covered.

You’re entitled to a set amount of compensation depending on:

• the distance of your flight - check your flight distance
• the length of the delay - how late you are getting to your destination
• whether you're flying to an EU or non-EU destination

You have to claim from the airline to get compensation. Search their website or call their customer services department.

If your flight’s delayed for 5 hours or more

You don’t have to take the flight if it’s delayed for 5 hours or more. It doesn’t matter whose fault the delay is or the distance of the flight.

If you don’t take the flight

The airline legally has to give you all of the following:

• a full refund for the flight
• a full refund for other flights from the airline that you won’t use in the same booking, eg an onward or return flight
• if you’re part-way through a journey, a flight back to the airport you originally departed from

Talk to someone from the airline as soon as you decide you don’t want to take the flight.

If you do take the flight

You can claim up to €600 in compensation if the delay is the airline’s fault - depending on the distance and destination of your flight, and how late it arrived. It might have been your airline's fault if there was a technical problem, or they overbooked.

You’re unlikely to get compensation if the delay was because of something outside the airline’s control, like bad weather or a security risk.

If your flight is cancelled

You have the legal right to either:

• a full refund - including other flights from the airline that you won’t use in the same booking such as onward or return flights
• a replacement flight to get you to your destination

if you’re part-way through a journey and you don’t want a replacement flight, you also have a right to a flight back to the airport you originally departed from.

Ask for a refund or replacement at the airport if you can. If not, you can claim from the airline later.

You also have a legal right to:

• help with costs - if the cancellation delays you 2 or more hours
• compensation - if you’d be delayed 2 or more hours by the replacement flight offered and you were given less than 2 weeks' notice

If you get a replacement flight

If you have to wait long enough for your replacement flight, the airline legally has to help you with things you need. This includes:

• food and drink
• access to phone calls and emails
• accommodation if you’re delayed overnight, as well as journeys between the airport and the hotel

How long the delay has to be depends on the distance of the flight and the countries it's flying between. You can check the flight distance on the WebFlyer website.

The airline might give you vouchers to get these things at the airport. Ask someone who works for the airline if you’re not offered any help.

If they don’t give you help at the airport, keep receipts for expenses and try to claim from the airline later. Airlines only pay for ‘reasonable’ expenses - you are unlikely to get money back for alcohol, expensive meals or luxury hotels.

Claim compensation

You’re legally entitled to get compensation if the delay is the airline’s responsibility and either:

• the replacement flight delays your arrival by 2 or more hours
• your flight was cancelled less than 14 days before departure

The amount of compensation you’re entitled to depends on:

• when the flight was cancelled
• the distance of the flight - check the flight distance on the Web Flyer website
• the departure and arrival times of the rescheduled flight

If your flight was cancelled less than 7 days before departure:

If your flight was cancelled between 7 and 14 days before departure:

Claim from the airline to get compensation or use your own travel insurance if it covers cancellations.

Claim from the airline

Contact the airline – this needs to be the airline operating the flight, even if you booked it through another airline. The airline’s customer services department will usually help. Be ready to give all your flight details and booking reference numbers.

Write your claim – say what went wrong and what you want the airline to give you. The Civil Aviation Authority has information about how to write a good claim and you can download a template letter from the Which? website. Include copies (not originals) of your tickets and any receipts.

Keep records – keep copies of your claim and any response from the airline. Take notes if you speak to anyone from the airline - this could be useful if you decide to take your claim further.

If you’re not getting anywhere

You can report your issue to the Civil Aviation Authority (CAA) if the airline doesn’t give you what you’re entitled to.

PACT (the CAA's Passenger Advice and Complaints Team) will only consider your complaint if the airline or airport involved is not a member of an approved alternative dispute resolution (ADR) body.