UK261 explained: when you're owed food, drinks and hotels, the £220/£350/£520 compensation bands, refunds vs rerouting, extraordinary circumstances and how to claim.
If your flight is delayed or cancelled, UK law (often called UK261, the retained version of the EU regulation) may give you care at the airport, a refund or new flight, and fixed compensation. It applies to flights departing from the UK on any airline, and to flights arriving in the UK on a UK or EU airline. EU rules (EU261) cover similar journeys from the EU. This guide summarises your rights and how to claim.
Care at the airport: food, drink and hotels
If your flight is delayed beyond a certain time, depending on distance, the airline must provide "care":
- food and drink in proportion to the waiting time, often as vouchers;
- a means of communication, such as reimbursing calls;
- hotel accommodation and transport to it if you are delayed overnight.
The thresholds are two hours for short flights (up to 1,500km), three hours for medium flights (1,500km to 3,500km) and four hours for longer flights. If the airline does not provide care, keep receipts for reasonable costs and claim them back. This applies even if the delay was caused by extraordinary circumstances.
Long delays: refund option
If your flight is delayed by five hours or more and you decide not to travel, you can get a refund for the unused part of your ticket, and a flight back to your original departure point if relevant.
Cancellations: refund or rerouting
If your flight is cancelled, you can choose a full refund or an alternative flight to your destination at the earliest opportunity, or at a later date that suits you. If the airline cannot reroute you promptly on its own flights, rerouting can include other airlines. You are also entitled to care while you wait.
Compensation
You may be owed fixed compensation if you arrive at your final destination three hours or more late, or if your flight is cancelled with less than 14 days' notice (with some exceptions if you are offered a similar alternative flight). The amounts are:
- £220 for flights of 1,500km or less;
- £350 for flights between 1,500km and 3,500km (and flights over 1,500km within the UK/EU area);
- £520 for flights over 3,500km. This can be halved to £260 if you arrive between three and four hours late.
Compensation is per passenger, including children with a seat.
Extraordinary circumstances
No compensation is due if the disruption was caused by extraordinary circumstances that could not have been avoided even with all reasonable measures. Examples include severe weather, air traffic control restrictions, security risks and some strikes by staff not employed by the airline. Most technical faults are not extraordinary. Care and refund rights still apply.
How do you claim: step by step?
- At the airport, ask the airline for care and rerouting options. Take photos of departure boards and keep boarding passes.
- Keep receipts for food, drink, hotels and transport.
- Note the arrival time, which is when the aircraft door opens.
- Claim directly from the airline, usually through its website, giving booking reference, flight details and the delay. You do not need a claims company, which will take a share.
- If refused, ask for the reason in writing. If the airline belongs to an approved alternative dispute resolution (ADR) scheme, you can escalate to it. If not, the CAA's Passenger Advice and Complaints Team can help.
- Court is the final option; in England and Wales you generally have up to six years to bring a claim.
Package holidays
If the flight is part of a package, you also have rights against the organiser under the Package Travel Regulations, and ATOL protection if the company fails.
Frequently asked questions
Does travel insurance pay too?
Some policies pay a small delay benefit. Airlines' obligations come first.
I was denied boarding because the flight was overbooked. Am I covered?
Yes. If you are denied boarding against your will, you get care, a refund or rerouting, and compensation.
Sources and further reading
- UK Civil Aviation Authority: Advice for air passengers
- legislation.gov.uk: Regulation (EC) No 261/2004 (as retained in UK law)
Facts checked on 20 October 2026. Spotted an error? Tell us and we will correct it.