UK261 compensation
BA flights departing the UK or arriving in the UK are covered by UK261 for delays of 3+ hours, cancellations, and denied boarding. Long-haul compensation is £520 — the highest tier.
UK261 (retained EU Regulation 261/2004)
BA complaint unresolved?
Long-haul and short-haul rules differ under UK261.
Content is for general information only — confirm deadlines with regulators and ombudsmen.
Your rights
Key protections that often apply in this sector. Always check the latest official guidance.
Montreal Convention for baggage
Delayed, damaged, or lost baggage claims are governed by the Montreal Convention. Report damage within 7 days and delayed bags within 21 days of receiving them. There is a maximum liability cap per passenger.
Montreal Convention
Care and re-routing rights
BA must provide care during qualifying delays and offer re-routing or refund for cancellations. For long-haul cancellations, the re-routing obligation includes flights on other airlines if BA cannot get you there.
UK261 Articles 8 and 9
Consumer Rights Act
BA flights are a service under CRA 2015. This covers issues beyond UK261, such as poor service quality, misleading descriptions, and in-flight service failures.
Consumer Rights Act 2015
Escalation timeline
Typical stages for UK consumer complaints in this sector.
- 1
Claim through BA Customer Relations
Submit through BA's online claim form or write to Customer Relations. Provide booking reference, ticket numbers, flight details, and clear evidence of the disruption. For baggage claims, use the separate baggage claim process and report within Montreal Convention deadlines.
UK261; Montreal Convention - 2
Challenge refusals with evidence
If BA refuses compensation, respond in writing asking for their specific evidence of extraordinary circumstances. Technical faults and crew shortages generally do not qualify.
- 3
ADR if available, or pre-action letter
Check whether BA participates in an ADR scheme (such as CEDR or AviationADR). If not, send a Letter Before Action with 14 days to respond.
- 4
County court small claims
For claims up to £10,000, issue in the county court. BA's legal team often settles once proceedings are issued. Court fees are recoverable if you win.
County Courts Act 1984
Common issues
Involuntary cabin downgrades
Being moved from business or first class to a lower cabin due to aircraft changes or overbooking.
Missed connections
Short connection times, delays on the first leg causing missed onward flights, and inadequate re-routing offered.
Baggage delays and damage
Bags not arriving, damage to luggage and contents, and disputes over the value of claims.
Cancellations and long delays
Flights cancelled with short notice, long delays without adequate care, and extraordinary circumstances defences.
Refund processing delays
Slow processing of cash refunds for cancelled flights, especially for complex itineraries with multiple sectors.
Service quality complaints
Issues with in-flight service, seat comfort, food quality, and lounge access that do not meet the standard expected for the fare paid.
Get your British Airways complaint letter in 60 seconds
Citing UK261, Consumer Rights Act 2015, Montreal Convention with your specific case details — editable before you send anything.
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Suggestions are for guidance only. Always verify with official sources.
Frequently asked questions
How much compensation for a delayed BA flight?▼
UK261 amounts by distance: £220 (under 1,500km), £350 (1,500-3,500km), £520 (over 3,500km). Many BA flights are long-haul, qualifying for the maximum £520 per passenger.
Involuntary downgrade compensation?▼
If BA moved you to a lower cabin class, UK261 entitles you to a percentage refund of the ticket price: 30% for short-haul, 50% for medium-haul, 75% for long-haul.
Missed connection on a BA ticket?▼
If both flights are on the same ticket and you missed the connection due to the first flight's delay, your compensation is based on the delay at your final destination.
Baggage delayed — what do I do?▼
Report it immediately at the airport (get a PIR reference). Buy essential items and keep receipts. Report the delay in writing within 21 days of receiving the bag. Claim reasonable expenses from BA.
Avios and Executive Club disputes?▼
Loyalty scheme complaints are separate from flight disruption claims. Check whether the issue is with the flight (UK261 applies) or the loyalty programme (contract terms apply).
Should I use a claims company?▼
You can claim directly for free. Claims companies take a large percentage. TheyPromised can help you draft the claim letter.
Time limit?▼
6 years in England/Wales, 5 years in Scotland from the flight date for court claims.
What evidence do I need?▼
Boarding passes, e-ticket receipts, delay evidence (airport boards, BA notifications), baggage PIR reference, expense receipts, and all correspondence with BA.