TL;DR
UK261 (the retained version of EC261) gives passengers rights to assistance, rebooking, refunds and in some cases compensation when flights from a UK airport are cancelled or significantly delayed. Whether a fuel supply problem counts as an extraordinary circumstance and removes the compensation duty depends on the facts. Rebooking and refund rights are unaffected by extraordinary circumstances.
Last reviewed: 2 June 2026
UK261 is the retained UK version of EC Regulation 261/2004 and sets out passenger rights when flights from a UK airport are cancelled or significantly delayed. When fuel supply issues affect a Scottish airport, three sets of rights apply: rebooking and refund, assistance, and in some cases compensation. The first two are not removed by extraordinary circumstances. The third can be.
Key facts
- UK261 covers all flights departing from a UK airport regardless of airline nationality.
- Cancellation entitles passengers to a full refund or rebooking on the next available flight.
- Delays of 3 hours or more on arrival can trigger compensation between GBP 220 and GBP 520 depending on flight distance.
- Extraordinary circumstances can remove the compensation duty but not the assistance or rebooking duty.
- The Civil Aviation Authority is the UK regulator and handles enforcement.
Rebooking and refund: always available
When a flight is cancelled, UK261 gives the passenger a choice. The passenger can take a full refund of the affected ticket within 7 days, paid back to the original payment method. Or the passenger can take a rebooking on the next available flight to the same destination at no extra cost, including a flight from a different airline if necessary. Or the passenger can take a rebooking on a later date of their choosing, subject to availability. These rights apply whether or not the cause of cancellation is the airline's fault.
Assistance: always available
When a flight is cancelled or significantly delayed, UK261 also requires the airline to provide reasonable assistance. This includes meals and refreshments in line with the waiting time, two phone calls or emails, and hotel accommodation and transport to and from the hotel where an overnight stay becomes necessary. If the airline does not provide these, passengers can pay themselves and claim the costs back, retaining receipts. Reasonableness applies: a passenger cannot claim a 5 star hotel when budget options were available.
Compensation: depends on cause
When a flight is cancelled with less than 14 days notice or arrives 3 hours or more late, fixed cash compensation may apply. The amount is GBP 220 for flights up to 1,500 km, GBP 350 for flights between 1,500 and 3,500 km, and GBP 520 for longer flights. The duty to pay compensation is removed if the cancellation or delay was caused by extraordinary circumstances that could not have been avoided even with all reasonable measures. Airport fuel shortages can be argued either way depending on the specific cause: an issue at a fuel supplier the airline does not control would typically count, while operational planning failures inside the airline would not. The Civil Aviation Authority enforces UK261 and publishes guidance on how it applies the extraordinary circumstances test.
How to claim and escalate
First, write to the airline using the dedicated UK261 claim form on their website, including booking reference, flight number, scheduled and actual departure or cancellation, and the assistance you received or paid for yourself. Second, keep all receipts and screenshots for at least 6 months. Third, if the airline rejects the claim or fails to respond within 8 weeks, escalate to the CAA Passenger Advice and Complaints Team, which can refer the complaint to the appropriate Alternative Dispute Resolution body. The CAA can also take enforcement action where systemic non compliance is identified.
Important
This article explains UK261 in general terms. Whether a specific incident qualifies for compensation depends on the cause as established by the airline and the regulator. If a claim is rejected and you believe it should not have been, the CAA Passenger Advice and Complaints Team is the first escalation route.
Common questions
Is a fuel shortage an extraordinary circumstance under UK261?
It depends. An issue with an external fuel supplier the airline does not control would typically count. A planning failure inside the airline would not. The CAA decides borderline cases.
If I take a refund rather than a rebooking, do I still get compensation?
Yes. The refund is a separate right. Compensation under UK261, when due, is paid in addition to the refund.
Where do I escalate if the airline refuses my claim?
The CAA Passenger Advice and Complaints Team. They can refer the case to the relevant ADR body, currently CEDR Services or AviationADR depending on the airline.
