Check my flight

The airline said no

"You arrived less than 3 hours late"

Check when the door opened. The time on the runway does not count, so a close call can go your way.

Could go either way

If you have a photo or a message from around the time the door opened, use it. If passengers could leave the aircraft under 3 hours late, the airline is right.

What the courts and the law say

  • Germanwings v Henning (C-452/13, 4 September 2014). The arrival time is when at least one aircraft door opens, not when the wheels touch the runway. Read it
  • UK261, Article 2(n). Since 14 December 2023 UK261 defines arrival time as the time passengers are permitted to exit the aircraft at the final destination. Read it

Only for UK261 claims: UK261, Article 2(n).

Claiming under UK261? EU rulings from before 2021 still count. UK courts decide what UK261 means in line with them (European Union (Withdrawal) Act 2018, section 6), and only the Supreme Court and certain appeal courts can depart from them. The government says its 2023 amendment restates certain of those principles. For a flight before 14 December 2023, an earlier version of the text applies.

We read each ruling in the official text on 3 and 4 November 2026. The EU has adopted new EU261 rules that apply from 23 October 2027 (Regulation (EU) 2026/2202). Until then the current rules apply. We have not yet confirmed how the new rules treat earlier flights, and we will update this site before that date. Not legal advice.

Your reply

Fill this in and copy the reply into an email or the airline's form. None of it leaves your device.

Which law did you claim under?

If it still says no

For EU261, complain to the national enforcement body of the country where it happened, use an Alternative Dispute Resolution body, or use the European Small Claims procedure. For UK261, use the airline's Alternative Dispute Resolution scheme, or the UK CAA if it has none.

Want a person to look at your case? In England and Wales, try Citizens Advice, whose flight delay page lists a consumer helpline. If you live in the EU, Norway or Iceland, your European Consumer Centre gives free advice on your rights when you travel in another country there.

Rather not argue?

AirHelp and Compensair both say they can take a claim the airline has already refused. No win, no fee, but they keep a share when they win, so check the fee first.

AirHelp · Compensair

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