First: take a breath, then take notes
A delay of three hours or more is genuinely disruptive. It can affect connections, accommodation, work, or important events. It is also, in many cases, a situation where EU passenger rights may apply.
The most important thing you can do in the moment is document everything.
What the airline must provide during the delay
Under EU261, if your flight is delayed by two or more hours (for short-haul) and it looks like the delay will be significant, the airline has a duty of care. This means:
- Meals and refreshments appropriate to the waiting time
- Two free phone calls, emails, or fax messages
- Hotel accommodation if an overnight stay becomes necessary
- Transport to and from the accommodation
If the airline does not proactively offer these, ask at the gate or service desk. Keep all receipts if you buy meals or refreshments yourself — reasonable costs may be reimbursable.
What counts as arrival time?
Under EU261, delays are measured at the final destination, not the departure point. The delay clock stops when at least one of the doors of the aircraft is opened at arrival.
A 3-hour delay qualifies you for potential compensation. The closer you are to 3 hours, the more important it is to know your exact times.
What to document at the airport
- Screenshot or photograph the departure board showing the delay
- Note the stated reason for the delay (gate screens, staff announcements)
- Keep any written communications from the airline
- Save your boarding pass — both outbound and return if applicable
- Note times: when you boarded, when the plane left the gate, and when you landed
The difference between delay and arrival
The disruption happened when you were delayed, but the legal trigger for compensation under EU261 is arriving more than 3 hours late at your final destination.
This distinction matters because:
- A delayed departure does not automatically mean a delayed arrival (tailwind, faster cruise)
- A short delay on a connecting route may cascade into a longer delay at the final destination
Was the delay the airline's responsibility?
This is where the claim becomes more complicated. Compensation is only owed if the disruption was within the airline's control. Weather events, strikes by air traffic control, and other extraordinary circumstances may mean no financial compensation is due — though duty of care still applies.
If the airline says extraordinary circumstances apply, that is their burden to demonstrate. You are entitled to ask for their explanation in writing.
What to do after you get home
- Check the actual arrival time against your scheduled arrival time.
- If the delay was 3+ hours, consider whether the cause was within the airline's control.
- Gather your documents: confirmation email, boarding passes, receipts.
- Start a claim directly with the airline, or use a specialist service.
Airlines have a legal obligation to respond to claims within a reasonable time. If they reject your claim, you can escalate to the relevant national enforcement body or use an alternative dispute resolution scheme.
Making a claim
You can claim directly with the airline, which is free but can be time-consuming. Alternatively, claim management companies typically take a percentage of any successful payout but handle the process on your behalf.
This guide is for general informational purposes and does not constitute legal advice. Always verify your specific situation with a qualified professional or specialist claim service.