Flight disruption

We make every effort to avoid upsetting your travel plans, however, occasionally our flights may be disrupted. If this happens, we will do our best to look after you in accordance with EC Regulation 261/2004.

Right to care and assistance

During extended flight delays, we will provide refreshment vouchers or snack packs at the airport. Alternatively, a complimentary drink or snack may be provided on the aircraft. The point at which you become eligible for refreshments is dependent on your flight length:

  • flight of less than 1,500km – two-hour delay
  • flight between 1,500-3,500km – three-hour delay
  • flight of more than 3,500km – four-hour delay (if the flight is between EU countries, then meals and refreshments are provided after three hours)

At times, it may not be possible to arrange refreshments. In this unlikely event, please contact our customer services team, who will consider claims for reasonable expenses, backed up by receipts, post-flight.

If your flight is delayed overnight, then we will provide accommodation where possible. 

Your options

  • If you are delayed for more than five hours, you have the option to cancel your booking and receive a full refund of the delayed flight.
  • In the rare case that we have to cancel a flight, you have the option of a full refund of the cancelled flight or to be re-routed to your destination (subject to availability).
  • If it is necessary to reduce passenger capacity on a flight, for safety reasons for example, we will ask for volunteers first, but if not enough people come forward, we may be required to deny boarding. If this happens to you, you have the option to cancel your booking and receive a full refund or be re-routed to your destination (subject to availability). These options do not apply to passengers who volunteer to give up their seat.

We strongly recommend that customers take out travel insurance because we are not liable for additional expenses or losses as a result of a delay or cancellation. Our customer services team will be happy to provide details of disruption you may experience for the purposes of any insurance claim.

Right to compensation

Compensation may be payable under EC Regulation 261/2004 if the arrival of your flight is delayed for more than three hours, the flight is cancelled, or you are denied boarding. 

To be eligible for compensation, the following criteria must be met.

  • Passenger:
    • you had a confirmed reservation on the flight
    • you presented yourself at the airport in time for your flight
    • you were paying a fare available to the public
    • you travelled within the past six years
  • Flight:
    • the flight was departing an EU country or arriving into an EU country on an EU air carrier
    • one of the following applies:
      • the flight was cancelled within two weeks of the flight date
        or
      • the arrival delay was in excess of three hours
        or
      • the airline denied you boarding
    • the delay or cancellation was not caused by ‘extraordinary circumstances’ that could not have been avoided even if all reasonable measures had been taken (not applicable to denied boarding)

Extraordinary circumstances

EC Regulation 261/2004 does not define ‘extraordinary circumstances’. 

Examples that may constitute extraordinary circumstances include, but are not limited to: 

  • weather conditions incompatible with the safe operation of the flight
  • air traffic control restrictions
  • strikes (unrelated to the airline, such as airport staff, ground handlers, or air traffic control)
  • acts of terrorism or sabotage
  • political or civil unrest
  • security risks
  • hidden manufacturing defects 

For compensation to be applicable, at least three hours of the delay must be caused by a ‘non-extraordinary circumstance’. If a delay has multiple causes, compensation may not be payable even though one of the causes may not be considered ‘extraordinary’.

The ‘extraordinary circumstances’ exemption may apply – even when it may not appear to apply to your flight – if extraordinary circumstances occurred on a previous flight that delayed your flight as a direct result.

The Civil Aviation Authority (CAA) provides further guidance on ‘extraordinary circumstances’.

The amount of compensation payable is determined by the length of your flight:

  • less than 1,500km – €250.00 per passenger
  • 1,500-3,500km – €400.00 per passenger
  • more than 3,500km – €600.00 per passenger

We always recommend that customers take out travel insurance as we are not liable for additional expenses or losses arising as a result of a delay or cancellation. Our customer services team will be happy to provide details of disruption you may experience for the purposes of any insurance claim.

Making a claim

If your claim meets with the criteria set out above, please contact our customer services team, who will do their best to resolve the matter promptly. 

As per our conditions of carriage, you must submit your claim to us directly and allow us to respond before engaging third parties to claim on your behalf. Claims from third parties will be rejected as a matter of course when this condition is not met.

Our teams usually respond within 28 days. However, please note that delays and cancellations are often complicated and multi-faceted, and it may take time for an assessment under the Regulation to be completed.

Please make sure that you provide the following information, as without it we will be unable to process your claim:

  • full postal address
  • booking reference
  • passenger names
  • flight number
  • flight date
  • a copy of your booking confirmation or boarding passes for the flight

If you are dissatisfied with the conclusion to your claim, you can log your complaint with CAA’s passenger advice and complaints team (PACT) . 

< back