HOW IT WORKS
IF your flight has been delayed, what you’re entitled to depends on how long the delay was and what distance you were flying. Keep a record to send with your claim by taking pictures on your smartphone
Don’t worry about figuring out which rules apply to you. Check out the Resolver website (resolver.co.uk/rights-guide/ flight-delays-cancellations) to find out how it works and make a claim for free.
WHEN CAN YOU CLAIM?
THE flight must be delayed by more than three hours and the delay is counted from the time the flight is meant to arrive and not take off. ‘Arrival’ counts as the point at which the cabin crew open the doors… not when the plane touches down.
The flight must take off from the UK or European Union or be from an airline based in these areas. Connected flights count, even if you switch to a non-EU airline.
The issue must be ‘within the control of the airline’ (so bad weather or air-traffic control disputes are going to leave you without any compensation).
Make sure you have a fully comprehensive travel insurance policy and speak to your insurer about what’s covered.
HOW MUCH CAN YOU CLAIM?
IF the flight is less than 1,500km and the flight is more
DON’T take no for an answer – if you believe the airline is obliged to pay out you can take it to a dispute resolution scheme – we’ll tell you how on the website.
You might be offered compensation such as air miles or vouchers – you don’t have to accept these as you are entitled to any compensation in cash.
IS IT FAIR? BE PERSISTENT
FLIGHT delay compensation was introduced after the EU got fed up with the industry not introducing its own compensation scheme for delayed travellers. But it is a blunt tool.
You could have paid £20 for a flight and get £300 compensation. That clearly is disproportionate, so I have a bit of sympathy for the airlines.
Some airlines are very defensive about compensation and have made it hard to claim, with online forms and hard-tocontact claims teams all designed to put you off taking things further. There’s no reason why an airline needs your booking and reference number, when it already has this information. Humour them and provide it anyway.
And never, ever use a fee charging claims management company – it’s money for nothing!
■ RESOLVER can help you sort out complaints about pretty much anything. Check out resolver.co.uk