A refund returns money for travel you did not use. Compensation is a fixed payment for qualifying disruption. Expense reimbursement covers reasonable costs the airline should have provided.
When a refund applies
A cancelled flight gives passengers a choice between a refund and rerouting. A delay of at least five hours can also allow a passenger to abandon the journey and request a refund for unused parts of the booking.
Choosing a refund generally means you no longer expect the airline to carry you on that journey. Consider the cost and availability of replacement travel before making the choice.
When fixed compensation applies
Compensation addresses qualifying inconvenience caused by delay, cancellation or involuntary denied boarding. It is not calculated from the ticket price and can be due even when the passenger travelled on a replacement flight.
The result depends on coverage, timing and cause. A weather cancellation can still create refund and care rights even when fixed compensation is not payable.
Expenses are a third category
During qualifying disruption, the airline may need to provide meals, communication, accommodation and transport between the airport and accommodation. If it does not, reasonable receipts can support a reimbursement request.
Keep fixed compensation, ticket refund and expenses clearly separated in correspondence. This helps prevent one part of a claim from being mistaken for the whole claim.
UK261 compensation bands
These are the standard fixed amounts for an eligible claim. Cancellation and denied-boarding cases can be reduced when rerouting gets the passenger to the final destination within set time limits.
| Flight distance | Typical qualifying delay | Maximum fixed amount |
|---|---|---|
| Up to 1,500 km | 3 hours or more at destination | £220 per passenger |
| 1,500 to 3,500 km | 3 hours or more at destination | £350 per passenger |
| Over 3,500 km | 3 to 4 hours | £260 per passenger |
| Over 3,500 km | More than 4 hours | £520 per passenger |
How to prepare a claim
- Identify the operating airline, flight number, date and full route.
- Keep the booking confirmation, boarding pass and disruption messages.
- Record the scheduled and actual final arrival times.
- Keep reasonable, itemised receipts for care the airline did not provide.
- Ask the operating airline for fixed compensation, expenses and any refund as separate items.
If the airline rejects the claim or takes more than eight weeks to respond, check whether its approved alternative dispute-resolution provider can review the case.
Common questions
Can I receive compensation after taking a replacement flight?
Yes, in some cases. Replacement travel and fixed compensation are separate, although the replacement timing can affect the amount.
Does a voucher count as a refund?
You do not normally have to accept a voucher instead of money when a cash refund is due unless you agree to it.
Sources: UK Civil Aviation Authority delay guidance, cancellation guidance and eligibility guidance. Rules and outcomes depend on the facts of each journey.