Understanding Compensation When Your Flight Has Been Changed by Your Airline

Unfortunately, flight disruptions and delays are an unavoidable reality of air travel. Airlines will also change flights to accommodate previous flight disruptions. For this reason, it is essential to be aware of your rights as a passenger and understand the types of compensation you may be entitled to when unexpected flight changes affect your travel plans.

This comprehensive guide will provide you with a clear understanding of your entitlements under various regulations, and explain how AirHelp can support you in securing the compensation you deserve. Whether your flight is delayed, canceled, or overbooked, knowing your rights can make a significant difference in your travel experience.

Airlines may alter your flight schedule or route for several valid reasons. Unfortunately, such changes can disrupt your travel plans, leading to missed connections, delayed arrivals, and unforeseen expenses. However, you may be entitled to compensation when this happens.

While you agree to the schedule when booking, airlines often retain the right to change flight times or dates according to their terms and conditions. Airlines typically release tickets up to 12 months in advance, but airports confirm flight slots only about three months ahead, which can lead to changes. Additionally, airlines may adjust timings due to changes in aircraft type.

A flight change can encompass various alterations, from slight shifts in departure times to complete date changes. It might also involve moving from a direct flight to one with a stopover or from a nonstop to a connecting flight.

There are three categories of flight changes:

1. Minor change: Each airline defines this differently, ranging from delays of under one hour to under 12 hours. Typically, you'll need to accept the delay, but if it significantly inconveniences you—such as needing to be at your destination by a certain time or if you're only traveling for a short period—it's worth trying to get a refund or an alternative flight.

2. Significant change: For delays exceeding the airline's definition of a minor delay, you have more options. Generally, airlines will offer a refund or a comparable flight, such as a flight from Heathrow instead of Gatwick or a flight within a few days' time. Refunds usually apply to any unused flights in your booking. If you've booked outbound and return flights separately, you might not get a refund for both legs, but it's worth asking.

3. Cancellation: If your flight is canceled, you are covered by law and entitled to a refund or an alternative flight. If the cancellation occurs within 14 days of departure, you could also be entitled to compensation. It's not always clear if a flight has been canceled, but a change in flight number is a good indicator. When in doubt, ask the airline.

If an airline changes your flight entirely, meaning you will travel on a different flight number than initially booked, this is considered a flight cancellation rather than a schedule change. In such cases, your rights and entitlements may differ, and it's crucial to understand the specific terms provided by the airline.

Regulation EC 261, commonly known as EC 261, is legislation that protects air passenger rights in the European Union (EU). It applies to all flights departing from an EU airport and EU airlines arriving in the region. Under EC 261, you may be entitled to compensation if your flight is delayed, cancelled, or you are denied boarding. 

Compensation for flight changes

Minor change

Passengers affected by a minor schedule change generally have no choice but to accept it. While you can request a refund or an alternate flight, be aware that you are not covered by any specific law, and the airline is not obligated to refund or reroute you.

You may be entitled to compensation if your flight change leads to a significant delay or cancellation. Here are the basics:

Significant delays

A change that leads to a significant delay in schedule provides passengers with more options. If your flight is delayed by more than three hours, you can claim up to €600 in compensation, depending on the flight distance. 

Flight cancellation

If the airline cancels your flight entirely or presents a change of flight as a schedule change, you have additional rights. You must be offered a choice between a refund for the canceled flight or an alternate flight.

Additionally, you may be entitled to flight cancellation compensation if the airline notified you of the cancellation less than 14 days before the flight. The amount of compensation depends on the exact notification date and other specific conditions. Also you are eligible for compensation unless the airline can prove extraordinary circumstances.

Denied Boarding: If you are denied boarding due to overbooking, you are entitled to up to €600 in compensation. In addition to monetary compensation, the airline is required to offer you a choice between a full refund of your ticket or an alternative flight to your destination.

Post-Brexit, the United Kingdom (UK) has its own regulations that mirror the EC 261. These apply to all flights departing from UK airports and UK or EU airlines arriving in the country. The compensation amounts and conditions are similar to those under EC 261.

Can airlines change your flight without providing compensation?

Airlines can change flight schedules for several reasons, including operational issues or adverse weather conditions. 

However, if these changes cause significant inconvenience, such as a delay of more than three hours or a cancellation without sufficient notice, you might be entitled to compensation. Always check the specific conditions and seek expert advice from AirHelp to determine your eligibility.

• Check your eligibility: Use AirHelp's free eligibility checker to see if you can claim compensation for your disrupted flight.

• Gather evidence: Keep all airline communication, including emails, text messages, and boarding passes. Take photos of flight information boards showing delays or cancellations.

• Submit your claim: You can submit a claim directly with the airline or use AirHelp's services to handle the claim process on your behalf.

Flight delays and cancellations are common occurrences that can severely disrupt your travel plans. Under EC 261, you have the right to compensation if your flight is delayed by more than three hours or cancelled without sufficient notice.

What to do if your flight is delayed

• Stay informed: Keep track of flight updates through the airline's app or information boards at the airport.

• Request assistance: If the delay requires an overnight stay, you can request assistance from the airline, such as meals, refreshments, and even accommodation.

• Document everything: Keep receipts for any expenses incurred due to the delay.

What to do if your flight is cancelled

• Rebooking: Ask the airline staff to assist you with booking an alternative flight to your destination or a full refund.

• Compensation: You may be entitled to compensation if the cancellation occurs less than 14 days before departure and is not due to extraordinary circumstances.

• Keep records: Save all correspondence from the airline and any additional expenses you incur.

Steps to take if you are denied boarding

Overbooking occurs when airlines sell more tickets than available seats on a plane. As such, if you are denied boarding due to overbooking, you may be entitled to compensation under EC 261.

• Ask for compensation: Request the compensation you are entitled to under the applicable regulation.

• Seek alternative arrangements: Request the airline to arrange an alternative flight or offer a refund.

• Document the incident: Keep all communication and documents provided by the airline.

Lost, delayed, or damaged luggage can add unnecessary stress to your travel experience. Therefore, under the Montreal Convention, you are entitled to compensation for such incidents on international flights between participating countries.

What to do if your luggage is lost or damaged

Finding out that your luggage has been lost or damaged is highly frustrating, but knowing how to handle the situation can help mitigate some of the stress. 

1. Report the issue immediately

If you realize your luggage is missing or damaged, head straight to the airline's baggage service desk, typically located in the airport's baggage claim area. Addressing the problem before leaving the airport is vital to ensure your complaint is officially registered and to streamline the resolution process.

2. Request a property irregularity report (PIR)

When reporting the issue, request a Property Irregularity Report (PIR). This document is essential for any subsequent claims you may need to make. The PIR provides a formal record of your issue and includes details about your flight and the nature of the problem with your luggage. This report is necessary to pursue any compensation or reimbursement from the airline, so be sure to obtain it and keep it safe.

3. Purchase essential items and keep receipts

While waiting for your luggage to be returned or replaced, you may need to purchase essential items such as clothing, toiletries, or other necessities. Keep all receipts for these purchases, as they serve as evidence of the expenses you incurred due to the delay or loss of your luggage. Many airlines will reimburse these costs if you can substantiate your claims with proper documentation.