90% of consumers don’t know their rights when flights are disrupted
Today (25 July 2025) the CAA published research, Airline Communication with passengers, which revealed that only one in ten passengers “feel fully informed when their flight is disrupted.”
What are the regulations that cover me if I have a flight problem?
The EC Denied Boarding Regulations have been written into UK law as The Air Passenger Rights and Air Travel Organisers’ Licensing (Amendment) (EU Exit) Regulations 2019. They apply to all flights departing from an airport within the EU. They also apply to passengers departing from an airport outside the EU to an airport within the EU, if the operating air carrier is a Community carrier (a carrier with a valid operating license granted by an EU state).
@thecomplainingcow How to claim cancelled and delayed flights compensation #Flights #Airlines #CancelledFlights #DelayedFlights #HolidayTips
What are my rights whilst I wait for my delayed flight?
The airline must look after you. It must provide food, drinks and access to communications, in the unlikely event you don’t have a mobile phone or it’s not charged. You are entitled to this if you are delayed more than 2 hours on short haul, 3 hours on medium and 4 on long haul.
If you are delayed overnight, the airline must provide you with a hotel and travel to and from it. (All these must still be provided, even if the delay was out of the airline’s control).
What compensation will I receive for my cancelled flight?
If the flight was cancelled up to 14 days before you were due to fly you will be due compensation. This will range from £110 to £520, depending on how long the flight is and the length of delay if you take a replacement flight.
You can find historical flight delay times using flight checker websites.
Can I fly with a different airline?
If the airline cannot offer you a suitable flight, then you can book with another airline. Keep the costs as low as possible and retain your evidence that it was the cheapest flight available. The airline might try and encourage you to wait until the next day but if that isn’t suitable for you, then you can insist on a replacement flight.
The airline has offered vouchers, not a refund – can I insist on a refund?
Yes. The rules state that if you want a refund, the airline must give it to you. An airline may offer you a voucher with a further discount which you may want to consider but you are under no obligation to take this.
The airline has said it has overbooked – what are my rights?
The airline must ask for “volunteers” to not take the booked flight and accept compensation. If it not essential for you to take the flight that day and time, consider accepting this, as the airline should keep raising the offer until they have enough people to resolve the overbooking. You should get cash or vouchers but also a seat on a later flight, with food and accommodation if it’s a long or overnight wait.
If you are forced off due to overbooking, your rights are the same as above.
How long do I have to wait before I can decide not to travel?
Once your flight is delayed by more than 5 hours and you no longer wish to travel, then you are entitled to a refund.
I missed a connecting flight – what are my rights?
If you arrive more than 3 hours late at your final destination you can claim compensation if you booked both flights together.
The airline has said it’s “extraordinary circumstances” and they don’t have to pay compensation – do they have to?
Pilots turning up late, sickness, cancelled bookings due to under booking, over booking, technical difficulties and airline employee strikes are examples of the airline at fault and so passengers can claim compensation.
However, something that is out of the airline’s control, such as air traffic issues or severe weather events, would be considered as an “extraordinary circumstance”.
I missed a connecting flight – what are my rights?
If you arrive more than 3 hours late at your final destination you can claim compensation if you booked both flights together.[1]
How should I claim?
Be assertive. ALWAYS make your claim in writing. Make it clear that under the aforementioned Regulations you are entitled to a full refund. State that if you do not get a refund you will go to the relevant ADR provider or CAA, if the airline is not a member. You can also go to the Small Claims Court or claim under Section 75 of the Consumer Credit Act, if you paid by credit card.
Many airlines may insist that you phone. There is no obligation for you to do this, as you want to keep evidence, if you need to take the matter further.
If the airline does not provide an email address, write to the CEO using https://www.ceoemail.com which will escalate the matter and give you your claim evidence trail.
I was delayed on a flight years ago, can I still claim?
If you still have all the evidence of purchase of the ticket and the delay or cancellation you have up to 6 years to claim or 5 years in Scotland.
Further help with holidays and flights
More information on flight delays and cancellations answers to more questions related to flight delays and cancellations.
For more information, stories, laws and advice see All you need to know about booking/complaining about holidays/flights
Purchase and download Holiday, flight and event complaint templates
Further help with complaining effectively
For more advice, tips, information and template letters covering holidays and more: GET THE BOOK! How To Complain: The ESSENTIAL Consumer Guide to Getting REFUNDS, Redress and RESULTS!
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