Most people know that a long flight delay can mean compensation. Fewer know about a separate right that applies even when the airline doesn't owe compensation: the right to care.
Under UK261, the airline has to look after you while you wait. That means food, drink, a way to get in touch with people, and, if you're stuck overnight, a hotel and transport to it. Here's how it works.
When the right to care starts
It depends on the distance of your flight and how long you're delayed past your scheduled departure:
- 2 hours or more on flights under 1,500km
- 3 hours or more on flights between 1,500km and 3,500km
- 4 hours or more on flights over 3,500km
It also applies if your flight is cancelled and you're waiting for a replacement, and if you're denied boarding because the flight was overbooked.
What the airline has to provide
- Meals and refreshments in reasonable relation to how long you're waiting. In practice this is often a food voucher.
- Two free communications, such as phone calls, texts or emails.
- A hotel if you need to stay one or more nights, or longer than you planned.
- Transport between the airport and the hotel.
It applies even in extraordinary circumstances
This is the key point. Bad weather, air traffic control strikes and other extraordinary circumstances can let the airline off paying compensation, but not off looking after you. Whether it's fog, snow or a nationwide air traffic control failure, the airline still has to feed you and put you up.
What if the airline doesn't help?
During big disruption, airline desks get overwhelmed and vouchers or hotels sometimes never appear. If that happens:
- Buy what you reasonably need yourself: normal meals, soft drinks, a standard hotel near the airport and a taxi or bus to it
- Keep every receipt
- Claim the costs back from the airline afterwards
Airlines will usually refuse things like alcohol, luxury hotels or expensive restaurant meals, so stick to what's reasonable. If a cheap hotel isn't available because everywhere near the airport is full, take a screenshot of the search results showing that.
Does a food voucher stop you claiming compensation?
No. Accepting a meal voucher, a hotel room or a taxi doesn't affect your right to compensation. They're two separate things. If you arrived at your destination 3 or more hours late and the delay wasn't caused by extraordinary circumstances, you could still be owed:
- £220 per passenger for flights under 1,500km
- £350 per passenger for flights between 1,500km and 3,500km
- £520 per passenger for flights over 3,500km
Be careful with anything the airline asks you to sign, though. Accepting a voucher in "full and final settlement" could be used to argue you've given up your claim. See our guides on vouchers instead of compensation and how much you can get.
Missed work or extra costs?
The right to care covers meals, hotels and transport. If the delay cost you more than that, such as a lost day's pay, a missed non-refundable event or a car parking extension, you may be able to claim some of it separately. Our guide to loss of earnings explains how.
Quick checklist on the day
- Ask the airline desk or app for meal vouchers once you reach the 2, 3 or 4 hour mark
- If you're facing an overnight delay, ask for a hotel before you leave the airport
- Screenshot every delay update and the reason given
- Keep receipts for anything you pay for
- Note the time you finally arrive
Check if you're owed compensation too
If you were stuck at the airport for hours, there's a good chance you're owed more than a meal voucher. Check your flight with Klaimly. We charge a flat 5% fee, only if we win, with nothing to pay upfront, and the airline pays your compensation directly to you.
