Delayed 3500km+ e.g. London - New York

If you are travelling more than 3500km then you have certain rights if you are flying within or from the European Union. You also have these rights if you are flying to the EU on an EU airline and your flight is longer than 3500km.

Your right to care and assistance

If your flight has been delayed for more than four hours, your airline must look after you. This means food, drinks, communications and if you are delayed overnight hotel accommodation and transport to and from the hotel. This may be in the form of vouchers. You are entitled to this help in all circumstances, regardless of the cause of the delay. There is no time limit on this right and your airline must look after you until flights resume.

Self-assistance

In cases of major disruption, airlines may not be able to, or may refuse to look after all passengers. In these cases, the CAA‘s view is that passengers have the right to organise food, drinks, accommodation and two emails, faxes or telephone calls themselves and claim these self-assistance expenses back from the airline at a later date. However, you may find it easier to claim back your self-assistance expenses if you:

  • get agreement from the airline that you can do this (try and
  • keep a record of who you spoke to and what they said if you cannot get written agreement). The airline may be able to update your booking with this information.
  • spend only what you need to in the circumstances. Be aware that you may have difficulty reclaiming your expenses, or it may take some months to be refunded.
  • keep receipts.

 Airlines will only pay for reasonable expenses, so do not expect to be covered for alcohol or five-course meals or five star hotels.

If possible take photos of the departure board and any long queues for assistance with your airline as these may assist your claim.

If your airline refuses to provide assistance, you can make your own arrangements and complain to the airline if they fail to reimburse your expenses. 

Missed connections

If you missed your connection due to a delay on a previous flight, if it was on the same ticket, then you may be entitled to compensation if you arrive at your final destination more than three hours late, unless the delay was completely outside the control of the airline.

Delays of longer than five hours

If your flight is delayed for more than five hours and you no longer wish to travel as your trip no longer has a purpose, you are entitled to have the cost of your flight refunded. This covers any part of your flight you’ve already completed and any unused parts. If you have completed part of your journey, you are also entitled to a flight back to your original departure airport. Remember, that if you want to buy a replacement ticket using the refund from your delayed flight, it may cost you more at short notice.

Compensation for delay

If your flight was from within the European Union (EU), or to an EU airport on an EU airline, you may be entitled to an automatic fixed amount of compensation for delayed flights based on the legal compensation levels for flight cancellations. This will depend on the length of the delay and whether the delay was caused by extraordinary circumstances.

23 October 2012 - update on compensation claims for delay

Compensation for flight delays for certain flights

Flight Length

3,500km +
e.g. London to New York

Delay to destination

Between 3 and 4 hours

More than 4 hours

Compensation

€300

€600

Extraordinary circumstances

Flight disruptions occur for a variety of reasons, some of which are outside the control of the airline. The right to financial compensation does not apply if the airline can demonstrate that the reason for the disruption was an extraordinary event and was outside their control. Extraordinary circumstances vary from case to case but could include problems like extreme weather conditions or strikes.

If the entire airport is closed, it is likely to be extraordinary circumstances. The airline should tell you the reason the flight was disrupted and if you are unhappy with the explanation you can complain to the CAA. Even if there are extraordinary circumstances leading to a disruption, you are still entitled to care and assistance including food, drinks and hotel accommodation where appropriate.

Where you have these rights

The above information applies to all flights from European Union (EU) airports. It also applies to all flights to EU airports, from outside of the European Union, on an EU airline. (EU in this sense includes all EU Member States plus Iceland, Liechtenstein, Norway and Switzerland.) We also have information on delays and cancellations outside of the European Union when travelling on a non-EU airline.