When you first learn your flight is delayed (either via airline notification, airport screens, or staff announcement), your ability to manage the situation improves if you act quickly and carefully. Here’s what to do in those first few stressful minutes:
- Confirm the details
- Check your airline’s official app, website, or customer service desk to confirm the length of the delay, whether it’s a partial delay or a long one, and whether a new boarding time is set.
- Note the reason the airline gives for the delay (technical issue, weather, crew, air traffic, etc.).
- Ask whether the flight is still going, or if they plan to cancel or rebook.
- Understand your rights to assistance
- Even if you can’t immediately claim cash compensation, many jurisdictions require airlines to provide care and assistance during delays. That may include meals or meal vouchers, refreshments, hotel accommodation (if the delay causes an overnight stay), and communication (calls or internet) — depending on the length of the delay and local regulation.
- Insist on receiving any official written notice or statement of your rights under the governing regulation (in some regions, airlines are required to post this or hand it out).
- Preserve your documentation
- Keep your boarding pass and any old or changed boarding cards.
- Take screenshots or notes of delay messages from the airline, and any emails or SMS updates.
- If airline staff hand you vouchers or receipts, keep those.
- Also note any out-of-pocket expenses you incur because of the delay (meals, taxi to alternate airport, alternative transport) and save receipts. Some costs may be reimbursable.
- Ask about rebooking or rerouting
- If the delay is long or they cancel, demand the earliest alternative flight to your destination (or a suitable connection).
- Ask whether they’ll reroute via a partner or different airline if needed, and whether they’ll cover additional transport costs (ground transfer, etc.).
- If the delay is so long that the flight is useless, you may have the right to abandon the trip and be refunded for unused portions of your ticket.
- Be polite but persistent
- Staff may be overwhelmed. Remain courteous, but escalate your request (supervisor, complaints desk) if responses are vague or insufficient.
- Use the airline app or chat service while waiting if physical lines are long.
How Long Must a Delay Be to Trigger Legal Compensation?
Whether or not you can claim cash compensation for the delay depends heavily on which jurisdiction or legal regime applies to your flight, the length of delay, and the cause. Here are the common regimes and thresholds:
European Regulation (EC) 261 / EU passenger rights
This is among the most generous systems:
- If your flight departs from an EU/EEA airport, or arrives in the EU on an EU carrier, EC 261 may apply.
- Under EC 261, if your arrival is delayed by 3 hours or more (compared to the scheduled arrival), you may be entitled to lump-sum compensation (between €250 and €600) depending on the distance of the flight.
- However, the airline can avoid the compensation if it proves the delay was caused by extraordinary circumstances outside their control (e.g. severe weather, political unrest, unexpected air traffic control closure).
- Importantly, even when compensation is not owed, airlines must still provide care (meals, accommodation, rebooking, etc.).
- You also have a time window (often up to 2–3 years) during which you may file a claim.
United States / DOT / Montreal Convention
- In the U.S., there is no automatic right to cash compensation for delayed flights under federal law. Unlike EC 261, airlines are not generally obliged to pay you money simply because your flight was delayed.
- However, airlines must comply with their “Contract of Carriage,” which may include responsibilities (e.g. rebooking, refunding unused segments).
- The U.S. Department of Transportation does require airlines to provide refunds (in the original form of payment) when a flight is significantly changed or delayed — for instance, if the delay is so long that you choose not to fly.
- The Montreal Convention (an international treaty) may allow some claims for damages, but it is not a blanket compensation regime for delays.
- Other countries have their own local consumer protection or aviation laws. Always check what regime covers your route.
Other jurisdictions
- In many places around the world (Canada, Brazil, South Africa, etc.), there are local air passenger protection laws or regulations that impose some obligations on airlines (meals, care, rerouting) and sometimes compensation.
- These local systems vary a lot, so it’s wise to check the rights specific to your departure country or the airline’s home jurisdiction.
Step-by-Step: Claiming Compensation
If you believe you qualify for compensation, here’s a practical route to follow:
- Check eligibility
- Confirm that the delay is long enough under the applicable law (e.g. 3 hours in EU)
- Confirm that the cause was not an extraordinary circumstance
- Confirm that your flight falls under the scope of that law (e.g. departing EU or arriving on EU airline)
- Gather all evidence
- Flight number, departure and scheduled arrival times, and actual arrival times
- Copy of your ticket / booking confirmation
- Boarding pass, check-in confirmation
- Delay notifications, screenshots, staff statements
- Receipts of additional costs (food, accommodation, transport)
- Any written notices given by the airline
- Submit claim to the airline
- Use the airline’s official compensation or customer service portal
- Describe precisely what happened, and what remedy (compensation amount, reimbursement) you seek
- Attach your evidence
- Request written acknowledgment of your claim
- Be persistent and escalate
- If the airline rejects or ignores your claim, escalate to a regulator (aviation authority, consumer protection agency)
- In some jurisdictions, you can take the airline to small claims court
- Keep careful records of all correspondence
- Use a claims service (optional)
- You can outsource the process to a third-party claims management service such as AirHelp. These services evaluate your case, file the claim on your behalf, and take a percentage as their fee if they succeed.
- Such services are especially useful when you don’t want to handle legal forms or follow up persistently; however, be aware of their fees and success rates.
- Even if you use a claims service, you should retain all your documentation and understand your rights yourself.
What Compensation Might You Get?
Under favorable conditions (especially under EU law), compensation is not tied to your extra expenses but is a fixed “inconvenience payment.” Typical amounts in the EU regime are:
- €250 for short distances (e.g. less than ~1,500 km)
- €400 for medium distances
- €600 for longer flights (or more than ~3,500 km)
- If rerouting causes a shorter arrival delay, partial compensation may apply.
- You may also claim reimbursement for reasonable out-of-pocket costs (meals, accommodation, transport) but those reimbursements are separate from the lump sum.
- If your flight is downgraded (you paid for a higher class), you may also seek partial refund.
Remember that compensation does not apply if the delay was truly caused by extraordinary circumstances (e.g. extreme weather, volcanic eruption, political disruption), if those circumstances could not reasonably have been avoided.
Practical Tips & Best Practices
- Act early — Don’t wait until the last minute to claim. Some jurisdictions have a statute of limitations (2–3 years or less).
- Use official channels first — Many airlines have forms or dedicated compensation teams. Going through their process often solves the issue faster.
- Don’t give up after a “no” — If you’re rejected, challenge it and escalate to regulators or courts.
- Check connecting flights — If a connection is missed due to the delay (on the same ticket), your rights may still apply for the entire itinerary.
- Be careful with vouchers — Airlines may offer vouchers instead of cash. Only accept them if they fully satisfy your rights, and preferably after accepting in writing.
- Insist on written confirmation — Especially regarding rerouting, delays, or care entitlements.
- Keep all receipts — Even small costs (meals, extra transport) could be reimbursable.
- Document delay times — Note when the plane doors actually open or when disembarkation happens (official “arrival time” in many jurisdictions is when doors open, not touchdown).
- Stay informed of changes in law — In the EU, for example, proposals exist to change thresholds and compensation amounts.
- Use customer reviews or complaints forums — Sometimes other passengers’ successful claims can give you arguments or templates.
Why Use a Service Like AirHelp?
Services like AirHelp are claims management platforms that specialize in pursuing compensation on behalf of air travellers. They typically offer:
- A free eligibility check — you enter your flight information and they tell you whether you likely qualify.
- They handle the paperwork, communications with airlines or regulators, legal escalation.
- They work on a “no win, no fee” basis: they deduct a commission or fee only if your claim succeeds.
- They may have experience dealing with difficult airlines or jurisdictions.
- However, using such a service means paying a share of your compensation. Some travellers prefer to keep the full amount by doing the process themselves.
If you use a service like that, it’s still wise to gather all your own documentation and understand your rights — that gives you leverage and lets you check the service’s handling.
In Summary
When your flight is delayed, the first priority is to get clear information, preserve documentation, invoke your immediate rights to care (meals, accommodation, rebooking), and then evaluate whether you may claim compensation under a relevant law (such as EC 261 in Europe). If you are eligible, submit a detailed, documented claim to the airline and persist until you get a response. If necessary, escalate to regulators or courts. You can also enlist support from claims services like AirHelp, which do the legwork for you (in exchange for a fee). The more timely, organized, and assertive you are, the greater the chances you’ll recover what you’re owed — financially and in peace of mind.
