Airline compensation: millions paid out after claims denied – what are your rights?

Airlines have been paying out millions in compensation each year to passengers whose claims were first rejected or left unresolved, according to new Civil Aviation Authority (CAA) data. Almost £11 million was awarded in the year to October 2025 after travellers escalated their cases to an independent adjudicator.

Consumers have been reporting some airlines delay the process, provide unclear information or use stock reasons for refusing claims, which leads many passengers to give up before receiving what they’re entitled to.

But if your flight is delayed or cancelled, your rights are well‑defined in UK and EU law. Understanding those rights can make the difference between a rejected claim and a successful one.

Flights eligible for compensation

To claim compensation under UK and EU law, your flight should fall under these categories:

• Any flight departing from a UK or EU airport, no matter the airline. Flights leaving the UK/EU are automatically covered by compensation rules.
• Flights arriving into the UK/EU, as long as they are operated by a UK or EU airline. For example, a Dubai to Manchester flight is covered if flown by a UK/EU carrier, but not if operated by a non‑UK/EU airline.
• Flights within the UK or EU are always covered. These routes automatically fall under UK/EU flight‑compensation regulations.

Time limits apply, but they’re generous. You’ll typically have up to six years to claims compensation.

Your rights if your flight is delayed or cancelled and it’s the airline’s fault

When the airline’s responsible for the disruption, you’re entitled to three key things:

• Reasonable expenses, such as food and drink, access to communication, hotel accommodation if the delay is significant, and transfers between the hotel and airport
• Help getting to your destination, such as a full refund or rebooking on the next available flight free of charge
• Compensation, which is paid on top of the above; the exact amount depends on several factors such as the length of the delay

The delay is usually the airline’s fault if:

• the plane experiences technical faults including mechanical issues
• staff shortages or crew sickness cause disruption
• the flight is delayed or cancelled due to planning issues
• you're denied boarding due to overbooking

If these apply, you could be owed compensation on top of your other expenses.

Your rights if your flight is delayed or cancelled and it’s not the airline’s fault

Sometimes things go wrong and it’s genuinely not the airline’s fault. These are known as extraordinary circumstances and can include things like severe weather and strikes involving airport or air-traffic staff.

In these situations, airlines don’t have to pay compensation, even if the disruption is long and inconvenient. But, you still retain your other rights. The airline should:

• cover reasonable expenses like food and drink, booking you into a hotel if the disruption is significant, and even phone calls
• re-book you onto the next available flight if the flight is cancelled (or offera refund if you don’t want to travel anymore)

So while you’re not owed compensation in extraordinary circumstances, you shouldn’t be left paying out of pocket to get to your destination.

When airlines say it’s not their fault – how to check if it’s accurate

The CAA is clear that if an airline claims extraordinary circumstances, it must be able to explain why, and that explanation should make sense. If something feels off, there are a few simple checks you can make:

• Look at weather data - If the airline blames “adverse weather”, see what conditions were actually like at the time. Passengers have successfully challenged claims when the weather didn’t match the excuse.
• Check other flights - If other flights were taking off and landing as normal, it may raise questions about whether the issue really was beyond the airline’s control.
• Compare the explanation with official disruption categories - The CAA lists what usually counts as extraordinary circumstances and what doesn’t.

You don’t need to be an aviation expert; you just need to sense‑check what you’re being told. And if the story doesn’t fit, you’re well within your rights to challenge it.

How to claim compensation

Most airlines provide simple online claim forms and say they pay compensation when it’s due. The process can be as simple as filling out the form, providing the requested evidence, and hitting send.

Keep evidence such as delay notifications, boarding passes, photos of departure boards, and proof of arrival times.

How much compensation can you get?

The exact compensation you’ll get depends on factors like the length of the delay, the distance of your flight, and whether the disruption was the airline’s fault.

In 2026, delay compensation can be up to £520 on top of reasonable costs depending on your situation.

You could qualify if you were denied boarding due to overbooking, or if the flight was cancelled or delayed, for example.

Should you use a claims firm?

The claims process should be straightforward, so it’s best to claim by yourself if you can. Claims firms take a chunk of your compensation, for what sometimes amounts to filling out a quick form in five minutes and hitting send.

That said, if you think your case is complex or you simply don’t want to deal with the process, a claims firm could work well.

What to do if your claim is rejected

If the airline rejects your claim, it’s not the end of the road. Here’s what to do:

• Check the airline’s part of an ADR scheme - Some airlines and airports are members of Alternative Dispute Resolution (ADR) bodies, which handle disputes independently and free of charge.
• If the airline isn’t in an ADR scheme, contact the CAA – it can look at your case and help argue your claim if you believe it’s valid and the airline won’t resolve it.
• Go to court - If ADR or the CAA can’t help, or you prefer another route, you can take the airline to court to pursue your claim, but this can be costly.

Key takeaways

• Airlines paid nearly £11m in compensation in a year after initially rejecting claims.
• If your flight departs from or arrives in the UK/EU (on a UK/EU carrier), you’re likely covered by compensation rules.
• When it’s the airline’s fault (e.g. technical issues, crew shortages), you’re entitled to expenses, rebooking/refund, and compensation.
• No compensation is due for extraordinary circumstances (e.g. severe weather, airport strikes) – but airlines must still cover expenses and help you get home.
• Don’t just accept “extraordinary circumstances” – sense‑check the explanation using weather data and other flight activity.
• Compensation can reach up to £520 depending on distance and delay length.
• Claim yourself if you can – it’s usually quick and free.
• If your claim is rejected, try ADR, the CAA, or as a last resort, the courts.