Flight delayed or cancelled – am I entitled to compensation?

With summer travel in full swing, many passengers could face delays, cancellations and last-minute disruption. At the Jersey Consumer Council, we regularly hear from consumers who assume that a delay is simply 'one of those things'. In reality, passenger rights can be stronger than many people realise.

What many travellers do not realise is that, in certain circumstances, they may be entitled to compensation on top of a refund or rebooking.

There are laws protecting travellers from losing money when their travel gets disrupted – the EU261 or UK261. These laws guarantee compensation when flights are delayed or cancelled, ensuring airlines take responsibility for their passengers.

When can you claim compensation?

If you arrive at your destination more than three hours later than scheduled, or your flight is cancelled at short notice, you could potentially be entitled to compensation if the disruption was within the airline's control. Examples may include:

• Aircraft technical problems.

• Crew shortages.

• Operational issues within the airline.

Compensation will not normally be payable when the disruption is caused by extraordinary circumstances outside the airline's control, such as severe weather, or a problem with the airport.

Are Jersey flights covered?

This is one of the questions we are asked most frequently.

The rules generally apply to any flight departing from the UK or the EU, and flights arriving in the UK or EU, when the flight is operated by a UK or EU airline.

For Jersey passengers, this means that many commonly used routes are likely to be covered.

You might remember that Blue Islands flights weren’t covered when departing from Jersey, because they were based in the Channel Islands, but Loganair flights are covered, because they are a UK-registered airline.

Here are some examples:

• A flight from Jersey to London Gatwick on easyJet would generally fall within the passenger rights framework because it departs from Jersey and is operated by a UK airline.
• A flight from Jersey to Alicante on Jet2 would usually be covered as it departs from the British Islands and is operated by a UK carrier.
• Similarly, passengers travelling from London Heathrow to New York on British Airways may be covered if they experience a qualifying delay or cancellation.
• However, coverage can become more complex for journeys departing from outside the UK or Europe. For example, a flight from New York to London on British Airways is covered, whereas the same route on a non-UK or non-EU airline, for instance American Airlines, may not be covered.

How much could you receive?

The amount received would depend on the length of the flight and the extent of the delay. Eligible passengers can receive fixed compensation of a minimum of £200 per person under current rules.

For a family of four, that could represent a significant sum, making it worthwhile to investigate whether a claim is possible.

Don't forget your immediate rights

Even when compensation is not payable, airlines still have obligations when disruption occurs.

If you are delayed for a significant period, airlines may need to provide:

• Meals and refreshments.

• Hotel accommodation where an overnight stay becomes necessary.

• Transport between the airport and accommodation.

• A replacement flight or refund in the event of cancellation

Keep receipts, boarding passes and any communication from the airline, as these can help support your claim later.

The Jersey Consumer Council's advice

Before travelling:

• Keep booking confirmations and boarding passes.

• Take screenshots of delay notifications.

• Record actual arrival times where possible.

• Retain receipts for reasonable expenses incurred during disruption.

A few minutes spent keeping records can make a substantial difference if you later need to pursue a claim.

We also remind consumers to take out travel insurance as soon as travel bookings are made. This should then give cover for any delays caused outside of the airline’s control.

Understanding your rights is often the first step towards ensuring airlines meet their legal obligations, so that you receive the support and compensation to which you’re entitled.