1. Is the flight covered by UK261?
UK rules generally cover departures from the UK on any airline, arrivals in the UK on a UK or EU airline, and arrivals in the EU on a UK airline. Other journeys may fall under EU261 or local rules instead. Identify the operating airline, not just the company that sold your ticket.
2. How late did you arrive?
For delay compensation, the relevant threshold is normally at least three hours at your destination. A late take-off alone is insufficient. If you had connecting flights, keep the full itinerary: whether the flights were on one booking matters.
3. What caused the disruption?
Extraordinary circumstances can defeat compensation where the airline could not avoid the disruption despite reasonable measures. Severe weather, some external strikes and air-traffic-control decisions may qualify. Ordinary technical problems are not automatically extraordinary. Ask for a specific explanation rather than relying on a generic refusal.
4. Are you claiming the right thing?
A delay, a cancellation and denied boarding have different tests. Do not apply the delay table to every cancelled flight. A refund or expenses claim may still be relevant even when fixed compensation is unavailable.
5. What should you gather?
- Operating airline, flight number, travel date and airports.
- Scheduled and actual arrival details, plus any replacement itinerary.
- Booking confirmation and the airline’s explanation or correspondence.
- Any compensation already received and details of an existing claim.
Keep documents safely. Our first assessment needs basic flight details only; do not send passport copies, bank details or sensitive information.
6. How should you start?
Use the airline’s official claim route, save the submission reference and keep a copy of what you sent. Our airline guides link to the relevant starting points. A free Sort It enquiry does not appoint us, submit an airline claim or protect a deadline.
7. Does a positive assessment guarantee payment?
No. An assessment is a screening step. The airline may dispute the facts or entitlement, and more evidence may be needed. We do not conduct court proceedings. If formal proceedings or an urgent deadline arise, seek a solicitor’s advice.
Sources and checking this information
Checked against the linked official sources on 24 October 2026. Airline procedures can change; use the current instructions when you submit.