Guidance

Air passenger travel guide

Updated 25 January 2024

This is a guide to your rights and responsibilities as an air passenger.

Read the separate summary of your rights as an air passenger.

1. Introduction

This guide sets out what you, as a passenger, need to know about your rights and responsibilities when flying. It breaks down your journey into stages:

The guide also covers what you can expect from your airline, travel agent, tour operator and airport. It sets out best practice for how passengers should be treated. In addition, it outlines the things that you can do to help make your journey experience as positive as possible.

As a passenger, you also have certain responsibilities to make sure you have everything you need for your journey, and to communicate with your airline and airport (either directly or via your travel agent or tour operator) in advance of travel if you have special requirements.

Most journeys by air occur without disruption, and flying is usually a positive experience. However, sometimes things can go wrong, which is why there are regulations that give you rights when travelling by air. These rights are in place to ensure you receive fair treatment as a passenger and include protections for you if things go wrong, such as if your flight is cancelled or delayed.

The government developed this guide in partnership with the aviation sector, travel industry, disability and consumer groups. The guide provides you with helpful information when travelling by air. It is not a legally enforceable document, but it does outline the current legally enforceable rights. Every effort has been made to ensure the information in this guide is as up to date as possible.

Read the air travel checklist for travel from the UK.

Read the travel aware advice for going abroad.

2. Booking and before you travel

This section covers:

Disabled passengers and people with reduced mobility may require additional assistance from their airline or airport. See the accessibility and support section of this guide.

2.1 Your rights when booking

Terms and conditions of your booking must be available at the time of making the booking from the airline, travel agent or tour operator with which you are booking. They must be clear and easy to understand and easy to find. They must also provide clear information on what to do in the case of cancellations, date changes and if you need to rebook.

Airlines must provide a breakdown of all taxes, fees and charges included in your ticket. These are necessary compulsory charges that are included in the displayed price of your ticket.

Airlines and travel agents selling flight tickets should make clear at the time of booking whether there are any additional charges for optional extras, for example, luggage allowance, and seat selection. These charges should be prominently flagged from the outset of the booking process and be optional. It should be possible to book the flight or holiday without the need to add these extra elements.

No additional charges should be added to your booking for assistance for disabled and less mobile passengers, or for carrying medical equipment and up to 2 pieces of mobility equipment per passenger.

If you have booked a package holiday that includes a flight, such as flight and accommodation or flight and hire car, you may have protection under the Air Travel Organisers’ Licensing (ATOL) Scheme and an ATOL Certificate to prove it. This means that, if your tour operator goes insolvent (which is very rare) before you travel, you may be able to apply to the Civil Aviation Authority (CAA) for a refund under the ATOL scheme. If you are abroad at the time of the failure, the CAA will help you in returning home to the UK.

The ATOL scheme also applies to some flight-only sales booked through travel agents, but flight-only sales booked directly with scheduled airlines or with airline ticket agents are not ATOL-protected.

If you have booked your holiday using a credit card and the payment was over £100, you may have financial loss protection under the Consumer Credit Act.

Read more about airline or package organiser insolvency.

If you have booked with a travel agent or tour operator, they are responsible for ensuring you receive details of how to check in to your flight along with any required documentation.

2.2 Things to check when booking and before you travel

There is a wide range of choices available to people choosing to travel by air. This includes booking in person, over the phone or online with an airline, travel agent or tour operator.

There are also options around ticket types, such as:

• booking as part of a package
• one-way or return journeys
• flexible or non-flexible tickets

All of these different ticket options may mean you are entitled to different consumer rights and protections if things go wrong. For example, if you booked a flight directly with your airline, they are responsible for resolving any issue with your flight. If you booked a flight as part of a package, speak to the package travel operator in the first instance.

It is important that you check before you book and understand the protections and restrictions associated with your booking, to ensure you are prepared for your journey.

Once you have booked your flight, it is important you prepare before you travel, including ensuring you have all the documentation you need to travel.

Check the terms and conditions and for extra charges

Before committing to booking a flight, check the key terms and conditions of your ticket to make sure you do not experience any surprises later in the journey.

For example, you might wish to check if you are booking a fixed or a flexible ticket, what the baggage allowance and associated fees are, and any costs that you might face if you need to amend or cancel the booking. If you have booked a flight as part of a package, also check the terms and conditions of the package.

Some airlines may charge for additional products and services, such as luggage allowance, in-flight meals or selecting your seat in advance of travel. Check if there are any extra charges that may apply before you make your booking.

Check travel advice for the countries you are travelling to

The Foreign Commonwealth and Development Office (FCDO) provides travel advice. This includes the latest health, safety and security information, entry requirements and travel warnings for every country.

Make sure you check this advice and sign up for automatic email alerts to be notified if something changes.

Check the A-Z country list of FCDO foreign travel advice.

Check you have a valid passport or travel document

It is your responsibility to make sure you have all necessary documents with you when you travel.

Check the entry requirements for the country you want to travel to.

This travel advice will tell you what documents you need, how much time you need on your passport or travel document to travel abroad, and how long you can stay. UK passport holders should check this information for travel to the EU or Schengen area, as the rules have changed since the UK left the EU.

If you are travelling on a UK passport, you may need to renew your passport.

Read how to renew your passport.

Make sure you leave plenty of time to update your passport.

Find out about processing times from HM Passport Office.

For travellers on a non-UK passport, it is best to check with your country’s embassy in the UK.

See the list of foreign embassies and high commissions in the UK.

Check visa and entry requirements

Check the visa and entry requirements for the country you are travelling to. Some countries have specific entry requirements including:

• a visa to visit, to work or study abroad
• an electronic travel authorisation

Read about requirements for business travel to the EU, Switzerland, Norway, Iceland or Liechtenstein.

Countries may have health-related entry requirements. For example, you may need to show proof of vaccination or a negative test on entry for illnesses or diseases, such as yellow fever or COVID-19.

Find country-specific health and vaccination requirements at the UK National Travel Health Network and Centre.

Check travel documents and entry requirements for the UK

If you are travelling or returning to the UK, you will need to ensure that you have the correct travel documents and visas, where appropriate.

Check UK entry requirements.

Check you have the right travel insurance

It is advisable that you have travel insurance that is suitable for your plans and needs. Check what cover is provided, including medical treatment, travel disruption, industrial action, airline failure and planned activities such as adventure sports as appropriate.

Ideally, travel insurance should be taken at the time of booking or as soon after as possible, to ensure you are covered in the event of any issues ahead of your journey. For example, in case you need to cancel.

Check the terms and conditions of your insurance cover and ensure you understand what is excluded from the cover. This should be set out clearly in the insurance policy document.

If you do not have appropriate insurance, you could be liable for emergency expenses, including medical treatment, which may cost thousands of pounds.

When you travel, make sure you take your insurance policy details with you, including the policy number and your insurer’s emergency assistance telephone number.

Share your policy details with people you are travelling with and friends or family at home, in case they need to contact your insurance company on your behalf.

Read about travel insurance.

You are recommended to apply for a UK Global Health Insurance Card (GHIC) which lets you get state healthcare in Europe at a reduced cost or sometimes for free.

You will still need adequate travel insurance in addition to the GHIC.

Apply for GHIC and EHIC healthcare cover on the NHS website.

Check your baggage allowance and restrictions

Make sure you have an appropriate baggage allowance for your journey. You may want to consider if you can travel with hand luggage only.

There are strict limits on what and how much you can carry as hand luggage. This may differ between different airlines, including the size of the bag you may bring as hand luggage. It is important to check the information from your airline on this. If your bag is too big or too heavy, you may be charged additional costs to carry the bag.

If you are using medication, consider carrying the medication in your hand luggage to avoid any problems if your flight is delayed or your checked-in baggage gets lost.

Refer to your airline’s terms and conditions regarding dangerous goods and prohibited items.

Read about hand luggage restrictions at UK airports.

Checking in online

Many airlines offer the option of online check-in. For some airlines, this is the only free option, and they may charge you if you check in at the airport. Check in at the earliest opportunity.

If you have checked in online, ensure that you take your boarding pass with you to the airport. Most airlines, travel agents and tour operators allow you to either print or download the boarding pass to your mobile. Many airlines will have their own app.

If the booking has several people, such as your family, you can usually check everyone in at the same time if you have their consent. Other passengers on the booking can download their own boarding passes from the app if using one, or you might be able to send the boarding passes as text messages or emails to the passengers on the booking.

If you have booked through a third party such as a travel agent or tour operator, check their instructions on how to check in for your flight, as there may be specific booking details or booking references that you need to enter. If you have any issues checking in, contact your travel agent or tour operator.

Make sure your airline, travel agent or tour operator has your up-to-date information, in case they need to contact you.

Plan your journey to the airport

Check the airline’s website in advance of your travel to find out when you need to be at the airport. It is your responsibility to get to the airport and to the departure gate on time. If you are late and miss your flight, you may need to pay for another flight to take you to your destination.

Plan your journey to the airport in advance, including what form of transport you will take to get there, and leave plenty of time to arrive for check-in. However, note that arriving before your check-in opens can create additional crowding at the airport.

3. During the journey

During your journey, there are a number of things to prepare for. This section outlines information and advice for each step of your journey:

Disabled passengers and people with reduced mobility may require additional assistance from their airline or airport. See the accessibility and support section of this guide.

3.1 At the airport

Checking in

Check-in times vary from airline to airline and by destination so make sure you check this in advance.

It is important to allow enough time to check in and drop off your bags (including self-service drop off) as well as passing through security and on to the departure gate. Your airline will usually tell you what time you need to check in and get to the departure gate.

Do not arrive earlier than the stated check-in opening time (unless informed otherwise by the airline), as you will not be able to check in before that time.

Airlines may recommend a slightly longer time frame for disabled passengers and those with reduced mobility, so be sure to confirm this in advance of your flight.

Travelling through the airport and security

You will need to go through airport security before reaching the departure area. You will need to present your boarding pass at security. This is to help maintain your safety and security onboard.

There are restrictions on what items you can take in your hand luggage when boarding an aircraft in the UK, so familiarise yourself with the rules.

Also try to remove any items, such as liquids, from your hand luggage before you get to the security queue. This will help you pass through the security checks as quickly as possible.

Check what you can and cannot take in your hand luggage.

Once you have passed through security, airport screens will display the gate number for boarding your aircraft in plenty of time before flight departure.

Signs will guide you in the direction of the departure gate. Some gates are a longer walk from the departure lounge, so make sure you leave plenty of time to find the correct gate.

At the departure gate, you will need to present your boarding pass and passport.

Alcohol consumption

It is illegal to be drunk or under the influence of illegal drugs whilst on an aircraft. If you get intoxicated at the airport, you may not be able to take your flight and you will need to make new travel arrangements at your own cost. If you consume alcohol at the airport, do so responsibly.

Read about the consequences of disruptive behaviour on the One Too Many website.

3.2 On the flight

Safety information

It is your responsibility to listen to the safety briefing and read the safety information card which will give vital information on the location of exits and emergency equipment. As this can vary from one aircraft type to another, it is important to do this each time you fly.

Airlines are responsible for communicating essential information regarding flight safety in an accessible format, for example, braille, audio, or large print. Let your airline know at the time of booking if you require accessible information and what format is most helpful to you.

Causing disruption on a flight

You should behave in a respectful manner towards all staff at the airport and onboard the aircraft and expect to be treated with respect by all staff throughout your journey.

Disruptive behaviour can lead to you missing your holiday, a fine, a lifetime airline ban or a criminal conviction.

It is illegal to be drunk or under the influence of illegal drugs whilst on an aircraft. You need to remain in a fit state to evacuate the aircraft in an emergency. If you are intoxicated, this could affect the safety of yourself and others.

If you cause a disruption on the flight, through drunken behaviour or otherwise, you can face up to 2 years imprisonment and a fine. You could also face up to 5 years imprisonment and a fine for endangering the safety of an aircraft.

If the aircraft has to divert due to your behaviour, you will have to pay the costs which typically range from £10,000 to £80,000. The airline may also ban you from flying with them again.

Read about the consequences of disruptive behaviour on the One Too Many website.

3.3 Arrival at the destination airport

Border control

Once you land at your destination airport and leave the aircraft, you will be asked to show your passport and any entry documentation required by the destination country to immigration officials at border control. Your passport may be stamped at this point depending on your destination.

Check the entry requirements for your destination country.

Once you have passed through passport control, if you checked in luggage, follow the signs to baggage reclaim to collect it.

3.4 Travel back to the UK

You must have the correct travel documents and visas, where appropriate, to travel back to the UK.

Read about UK visas and immigration.

UK passport control

On arrival at a UK airport, your passport, or where appropriate, identity document and any entry documentation will be checked. If you require a visa to enter the UK, you may also be asked to show this at the border.

There will be clear signposts as to where to go when you get off the aircraft and which border control queue to join.

Always keep your passport and travel documents with you – do not be tempted to pack them away in your luggage as you will need to show your passport on your arrival. When you arrive at UK passport control, to avoid delays:

• remove your passport from its cover and have it open at the photo page
• take off hats, headphones and sunglasses
• put mobile phones or tablets away when it is time to see a Border Force officer
• stay together when travelling as a family or group

You can use automatic eGates at some airports if your passport has a ‘chip’ on it which is usually faster than the other channels.

Passport biometric symbol.

You can use eGates if you:

• have a biometric symbol on the cover of your passport
• are aged 10 and over (10 to 17 year olds must be accompanied by an adult)
• are either:
  • a British citizen
  • a national of an EU country, Australia, Canada, Iceland, Japan, Liechtenstein, New Zealand, Norway, Singapore, South Korea, Switzerland or the USA
  • a member of the Registered Traveller Service

If your passport does not have a ‘chip’ that allows you to use an eGate, you will need to have your passport checked by a Border Force officer at the immigration desk.

eGate eligibility and how to use eGates

The UK government’s Border Force manages border control. It is a matter of national security and not the responsibility of your airline or the airport.

Read about how to travel faster through the UK border.

Read about entering the UK at border control.

UK customs

What you can bring with you into the UK depends on where you are travelling from.

Read about bringing goods into the UK for personal use.

You must declare to customs:

• anything over your duty-free allowance
• banned or restricted goods in the UK
• goods that you plan to sell
• more than £10,000 (or its equivalent) in cash, if you are coming from outside the EU

Read about taking cash in and out of the UK.

You must declare all commercial goods. There are no personal allowances for goods you bring in to sell or use in your business.

Read HM Revenue and Customs guidance about bringing commercial goods into Great Britian.

You and your baggage may be checked for anything you must declare.

Read about baggage checks.

4. What if things go wrong?

Most flights go ahead with no, or minimal disruption. Unfortunately, sometimes things do go wrong, and it is important that you know your rights when this happens:

It can be incredibly frustrating if your journey has not gone as planned. If you experience issues when you travel by air, depending on the circumstances, you have rights to ensure you receive clear information, assistance whilst you wait, prompt refunds or alternative flights and, in some cases, additional compensation.

Depending on how and what travel services you booked and what has happened, you will have different rights and different operators will be responsible for those rights. This guide is about your rights while travelling by air and, therefore, focuses on the rights your airline will provide you with during a disruption. However, where you have other rights, for example, because you have booked a package holiday, these are also highlighted below.

If you experience disruption to your flight and you have booked a package holiday, tell your package organiser. Your package organiser is responsible for your whole holiday, they need to know if services are disrupted. It is important to do this immediately so they can manage other aspects of your booking.

The following information is only relevant to flights covered by UK law. It applies to all such flights, regardless of how you booked the flight. To be covered, your flight must either:

• depart from an airport in the UK on any airline
• arrive at an airport in the UK on an EU or UK airline
• arrive at an airport in the EU on a UK airline

4.1 Your right to information from your airline

If you experience issues with your flight, such as a delay or cancellation, or you are denied boarding (that is, the flight departs but you are prevented from flying despite making it to the departure gate in good time), airlines must provide you with information about your rights with regard to assistance, refunds and compensation.

This should be provided in a timely manner and take the form of a written notice. Often this will be by email (although this may not be possible, for example, if the delay or cancellation happens very close to departure) and should be provided at the check in desk if you are at the airport.

The information must set out the rules for assistance, refunds and compensation and should be made available to all passengers who have a flight cancelled, experience a delay of at least 2 hours, or are denied boarding. Airlines must ensure that this is provided in an accessible format for all passengers.

Reasonable expectations on receiving information from your airline

Government expects all airlines to ensure that, when providing information to passengers on their rights during disruption, it is provided quickly and is as easy as possible to follow. This should include providing a clear link to the relevant web page to submit a claim for a refund and compensation if this is not automated.

Government expects industry to apply good practice and ensure that information about how to complain is also easily available on airline and airport websites and apps.

It is also good practice for airlines and airports to provide information on any alternative dispute resolution bodies they are a member of. It is a requirement for them to advise passengers how to contact such bodies if you cannot reach an agreement with the airline or airport.

4.2 Your rights if your flight is delayed

If your flight is significantly delayed, you are entitled to care and support whilst you wait for your flight.

If you arrive over 3 hours late to your final destination, you may also be entitled to compensation.

The information in this section also applies if a flight delay results in you missing a connecting flight.

Care and support for significant flight delay

If your flight is significantly delayed, you are entitled to care and support from your airline until you can fly. This includes meals and refreshments, a means for you to communicate (often by refunding the cost of your calls), overnight accommodation, if needed, and transport to and from that accommodation.

Whether or not you will receive care and support depends on the length of your flight and how long it has been delayed.

Table 1: Care and support for significant flight delay

Length of flight	Waiting time
Short-haul flight of under 1500km (e.g. Glasgow to Amsterdam)	More than 2 hours
Medium-haul flight of 1500km – 3500km (e.g. East Midlands to Marrakesh)	More than 3 hours
Long-haul flight over 3500km (e.g. London to New York)	More than 4 hours

Occasionally, due to major disruptions, airlines may not be able to arrange this care and support. If this happens, you may be asked to make your own reasonable arrangements, then claim the cost back from your airline.

If you end up paying for things yourself, keep every receipt and be mindful that only reasonable expenses may be eligible for reimbursement. For example, airlines are unlikely to refund you for things like luxury hotels or alcohol. Airlines should provide guidance on what are reasonable costs in these circumstances. If you are in any doubt, check with your airline.

Compensation for flight delays

Airlines must provide you compensation if your flight arrives at its destination more than 3 hours late and extraordinary circumstances did not cause the delay.

Read more about extraordinary circumstances.

The amount of compensation available depends on the length of your flight.

Table 2: Compensation for flight delays

Length of flight	Compensation
Short-haul flight of under 1500km (e.g. Glasgow to Amsterdam)	£220
Medium-haul flight of 1500km – 3500km (e.g. East Midlands to Marrakesh)	£350
Long-haul flight over 3500km (e.g. London to New York)	£520 or £260 if you arrive at your destination with a delay of under 4 hours

Delay over 5 hours

If the delay exceeds 5 hours, your airline must offer you a refund within 7 days and a return flight to your first point of departure, where applicable. The airline may only pay a refund in vouchers if you agree to this.

If you missed your connecting flight because your first flight was delayed, you are entitled to a flight back to your original departure point.

If you choose to still take the flight after a delay of 5 hours or more, you can claim compensation as set out above.

4.3 Your rights if your flight is cancelled

If your flight is cancelled, you are entitled to a full refund or an alternative flight. In addition, if you choose an alternative flight and are waiting at the airport, you are entitled to care and support. In some circumstances, depending on the notice period for the cancellation and the length of any delay to an alternative flight, you may be entitled to additional compensation.

Refund or re-routing

If your flight is cancelled by the airline (regardless of the reason for the cancellation), you are entitled to a choice between:

• a refund, paid within 7 days and a return flight to the first point of departure at the earliest opportunity (where applicable) or
• to be re-routed under comparable conditions – this can include on a different airline or mode of transport

Care and support

If you are waiting at the airport for an alternative flight, the airline must provide you with care and support until you fly. This includes meals and refreshments and a means for you to communicate (often by refunding the cost of your calls). If the cancellation or delay means an overnight stay you are entitled to hotel accommodation and transport between the airport and accommodation.

Occasionally, due to major disruptions, airlines may not be able to arrange care and assistance. If this happens, you may be asked to make your own reasonable arrangements, then claim the cost back from your airline.

If you end up paying for things yourself, keep every receipt and be mindful that only reasonable expenses may be eligible for reimbursement. For example, airlines are unlikely to refund you for things like luxury hotels or alcohol. Airlines should provide guidance on reasonable costs in these circumstances, if you are in any doubt, check with your airline.

Compensation for flight cancellations

In addition to a refund or an alternative flight, you may also be entitled to compensation. This applies if:

• your flight was cancelled within 14 days of your scheduled departure time
• the cancellation was not due to extraordinary circumstances

Read more about extraordinary circumstances.

There are some instances where compensation would not be available, even if the flight was cancelled within 14 days. This includes:

• you were told about the cancellation between 7 and 14 days prior to the scheduled departure and offered an alternative flight that meant you departed no more than 2 hours before the scheduled departure time, and arrived at your final destination within 4 hours of the scheduled arrival time
• you were told about the cancellation less than 7 days prior to the scheduled departure time and offered an alternative flight that meant you departed no more than 1 hour before the scheduled departure time, and you arrived at your final destination within 2 hours of the scheduled arrival time

The level of compensation depends on the length of your flight and time of alternative flight you are offered.

Table 3: Compensation for 7 to 14 days’ notice of flight cancellation

Length of flight	Length of disruption	Compensation
Short-haul flight of under 1,500km (e.g. Glasgow to Amsterdam)	Arrive 2 hours or more later at final destination	£220
Short-haul flight of under 1,500km (e.g. Glasgow to Amsterdam)	Arrive less than 2 hours later at final destination	£110
Medium-haul flight of 1,500km – 3,500km (e.g. East Midlands to Marrakesh)	Takes off more than 2 hours before your original flight, and arrives 3 or more hours later at final destination	£350
Medium-haul flight of 1,500km – 3,500km (e.g. East Midlands to Marrakesh)	Takes off 2 hours before your original flight, and arrives less than 3 hours later at final destination	£175
Long-haul flight of over 3,500km (e.g. London to New York)	Arrive 4 hours or later at final destination	£520
Long-haul flight of over 3,500km (e.g. London to New York)	Takes off less than 1 hour before your original flight, and arrives less than 4 hours later at final destination	£260

Table 4: Compensation for less than 7 days’ notice of flight cancellation

Length of flight	Length of disruption	Compensation
Short-haul flight of under 1,500km (e.g. Glasgow to Amsterdam)	2 hours or more at final destination	£220
Medium-haul flight of 1,500km – 3,500km (e.g. East Midlands to Marrakesh)	3 hours or more at final destination	£350
Long-haul flight of over 3,500km (e.g. London to New York)	4 hours or more at final destination	£520
Long-haul flight of over 3,500km (e.g. London to New York)	Less than 4 hours at final destination	£260

4.4 Extraordinary circumstances 

Sometimes long delays or cancellations are due to ‘extraordinary circumstances’. This means that the delays were caused by something outside of the airline’s control, and the airline took all reasonable steps to avoid the disruption. 

There is not a definitive list of extraordinary circumstances, however examples include: suspension of flights due to bad weather, cancellations/delays due to air traffic control decisions, natural disasters, a bird striking an aircraft or political instability. 

If a long delay or cancellation is caused by an extraordinary circumstance, compensation is not available for passengers. If you are unsure of the reason for a cancellation or delay, contact your airline in the first instance.

4.5 Your rights if your flight is overbooked and you are denied boarding

Sometimes airlines book more people onto a flight than there are seats, which means on rare occasions, a passenger may be denied boarding through no fault of their own.

This could be due to a number of reasons. For example, some airlines over book their flights as people do not always turn up, or an airline may need to use a smaller aircraft than planned. This is different to when passengers are denied boarding based on reasonable grounds such as disruptive behaviour, incorrect documentation, or safety reasons.

If too many people turn up for the flight, ailines must first ask for volunteers. This means you could be asked to voluntarily give up your seat in exchange for benefits agreed between you and the airline, for example vouchers. Plus, you would be entitled to a choice between a refund within 7 days or to be re-routed under similar conditions.

If an insufficient number of people volunteer, the airline can deny carriage to passengers without their agreement. This is also known as being ‘bumped’ from your flight.

If this happens to you, under UK law you are entitled to:

• a choice between a refund within 7 days or to be re-routed under similar conditions (this could include with another airline or mode of transport)
• care and support such as meals and refreshments and overnight accommodation if needed, providing you checked in to your flight on time
• compensation

The level of compensation depends on the length of your flight and time of alternative flight you are offered.

Table 5: Compensation if your flight is overbooked and you are denied boarding

Length of flight	Length of disruption	Compensation
Short-haul flight of under 1,500km (e.g. Glasgow to Amsterdam)	Arrive 2 hours or more later at final destination	£220
Short-haul flight of under 1,500km (e.g. Glasgow to Amsterdam)	Arrive less than 2 hours later at final destination	£110
Medium-haul flight of 1,500km – 3,500km (e.g. East Midlands to Marrakesh)	Arrive 3 hours or more later at final destination	£350
Medium-haul flight of 1,500km – 3,500km (e.g. East Midlands to Marrakesh)	Arrive less than 3 hours later at final destination	£175
Long-haul flight of over 3,500km (e.g. London to New York)	Arrive 4 hours or more later at final destination	£520
Long-haul flight of over 3,500km (e.g. London to New York)	Arrive less than 4 hours later at final destination	£260

Cancellations, delays and denied boarding if you have booked a package holiday

If you have booked a package that included a flight, you are still entitled to the rights set out above from your airline if the flight is cancelled, significantly delayed or you are denied boarding.

If your flight is cancelled or delayed and you have booked a package holiday, the airline may notify your package organiser, who will contact you in advance and re-arrange your flights or cancel and refund your package. If the airline contacts you directly, contact your package organiser and let them know of any alternative options you have been offered. This is so they can assist you and manage other aspects of your package.

Additionally, if your flight cannot be rearranged and your holiday is cancelled or new arrangements mean your holiday is significantly changed (which will depend on the circumstances), then your package organiser must offer you a refund. The package organiser may also decide to offer you the option of another package of an equivalent or higher quality, or another package of lower quality at a reduced price.

Speak to your package organiser if there are any disruptions to your flight as soon as possible.

4.6 What to do if you miss your connecting flight

Speak to your airline if your flight booking has connecting flights (booked all together as one reservation) and you missed your connecting flight due to:

• your preceding flight being delayed
• your preceding flight being cancelled
• due to a delay in accessibility assistance

Your airline should help to organise an alternative flight so that you can continue your journey.

If you have booked separate flights that are on different bookings, the airlines may not be able to help you in the above situations.

Disruption to your journey because of delay in accessibility assistance

If you miss your flight or connection due to a delay of special assistance, speak with your airline who can help make arrangements to ensure you can continue your journey.

If you have concerns about the provision of accessibility assistance, contact the airport that is responsible for providing this service.

4.7 Your rights and what to do if your baggage is lost, damaged or delayed

In the unlikely event that your baggage does not arrive in the baggage hall, or if it is damaged, it is essential you tell your airline on arrival at the destination airport. Most airlines have a dedicated baggage desk within the baggage claims area.

You may want to include cover for mishandled baggage in your travel insurance.

Occasionally baggage may be delayed, particularly if you had to change aircraft during your journey.

If your baggage is delayed, you need to contact the airline staff immediately to provide a description so that they can trace your baggage. Provide the receipt of the baggage you got during check-in (end of the baggage tag), which has the bag’s international identification code. It can be helpful to have a photo of your baggage on your phone just in case.

Many airlines will reimburse you for essential purchases when your bag is delayed. If you are away from home this may cover essential toiletries, underwear and laundry costs. Remember to keep receipts.

If your baggage is lost or damaged, airlines are liable for your losses, depending on the value of your lost baggage and up to a maximum of around £1,300.

If your baggage is damaged or lost, you need to put in a written claim to the airline.

For damage you need to do this within 7 days.

For delayed baggage, the deadline for the claim is 21 days. A bag is considered irretrievably lost after 21 days of searching, after which a claim can be submitted.

You will have to demonstrate that your bag and its contents were worth the amount you are claiming by providing proof of purchase. Depreciation will be deducted at an airline’s discretion.

Read about resolving lost and damaged baggage problems.

4.8 Your rights and what to do if your mobility equipment is damaged or lost

Airlines and airports take damage or loss of mobility equipment very seriously and will do what they can to help.

If your mobility equipment is lost or damaged, speak with your airline and the airport immediately so that they can make arrangements for you. This can include providing you with temporary equipment, arranging for onward transport, arranging for repairs, and providing compensation where applicable.

You may wish to take a photo of your equipment before it is loaded onto the aircraft and of any damage caused, which you can share with the airline and airport.

If wheelchairs or other mobility equipment are lost or damaged whilst being handled at the airport or transported on the aircraft, the airline must provide you with compensation. This is limited to around £1,300. You may wish to get insurance to cover your mobility equipment.

You can also raise a complaint if necessary.

4.9 Airline or package organiser insolvency

On very rare occasions, your airline or the company you booked with may become insolvent and cease trading before you have travelled, or while you are abroad.

Your level of financial protection will depend on:

• whether you bought the flights separately from the rest of your holiday or trip
• whether you bought the flight as part of a package, typically through a travel agent or tour operator
• your payment method

Typically, package holidays that include a flight (for example, flight and hotel) will have protection under the Air Travel Organisers’ Licensing scheme (ATOL).

If you have ATOL protection

If you are yet to travel, you may be able to apply to the CAA for a refund under the ATOL scheme.

If you are abroad at the time of the airline or operator failure, the CAA may help you in returning home to the UK.

Take your ATOL Certificate with you on your trip and keep it safe. It explains what protection you have and what to do if the tour operator collapses and stops trading.

Read about ATOL protection.

If you are unsure if you have ATOL protection

If you booked a flight on its own directly from a scheduled airline which subsequently goes insolvent, you may not have ATOL protection. Your own travel insurance may cover you for airline failure.

If you booked your flight through a travel agent, check with them if your flight was ATOL-protected, or if they have scheduled airline failure insurance.

If you have travel insurance, your insurer may cover you for costs not covered by ATOL. Check your policy and contact your insurer.

If you paid by card

If you booked a package holiday or flight with a credit card, and the cost was over £100, your booking will be protected by law under the Consumer Credit Act.

Credit card payments under £100 and all debit card purchases of any value may give you refund rights under the card industry’s ‘chargeback’ schemes.

Read about chargeback.

If you have ATOL protection, check the CAA’s website for more information. Depending on the circumstances, the CAA may assist you directly, or direct you to your bank or card issuer.

Read about ATOL protection.

If you do not have ATOL protection, contact your bank or card issuer to find out if you can make a claim under the Consumer Credit Act or chargeback schemes.

If you can claim under travel insurance and from your bank or card issuer, your insurance provider and bank should help you work out what your options are.

If you are not happy with your bank, card issuer or travel insurer, all financial and insurance firms must allow you to make a formal complaint and tell you how to make one. If you are not happy with how they have dealt with the complaint or their decision, then you can take your complaint to the Financial Ombudsman Service.

4.10 How to make a claim

Under UK law, you have a right to claim compensation under a number of circumstances, as set out in the sections above.

There is no standard claims process, so contact your airline directly if you believe you have a valid claim.

Your airline will need detailed information to process your claim. It helps to provide as much detail as possible including the flight number, booking reference, departure and arrival airports, details of where the disruption occurred and information about the circumstances, such as length of delay.

It may take some time for the airline to process your claim if the disruption was severe and they are processing lots of claims.

If your claim is declined, the airline should explain why. If you are not happy with the decision you can escalate your claim as detailed below.

4.11 Resolving issues and how to complain

Contacting your airline or airport

The rights set out above should offer you protection when things go wrong. However, if you are unhappy with your experience, and feel your airline or airport has not met their responsibilities to you, you can raise a complaint. This includes if you required special assistance and did not receive the assistance and support you requested.

If you have a complaint, raise this directly with the airport or airline you have a problem with, or with the travel agent or tour operator who booked your package. Airports and airlines may have different methods for submitting complaints so check on their website or app or call their customer service line. The airline should make the process of complaining straightforward and easy for customers to use.

You should not incur any costs (such as premium rate phone call costs) to resolve your problem.

You should receive a response within 8 weeks, or a holding reply if your complaint requires further investigation.

You should try to resolve any issues with the airline, travel agent, tour operator or airport directly.

Read the CAA tips for complaining.

If you are not satisfied with the response

If you have already complained to the airport or airline, and are not satisfied with the response they have provided, or they have failed to communicate with you within 8 weeks of your complaint, you can:

1. Refer your complaint to an alternative dispute resolution (ADR) provider that the airline or airport are a member of. Most UK airlines and some airports are members of an ADR provider.
2. If the airport or airline does not have an agreement with an ADR provider, you can refer your complaint to the CAA.
3. For complaints concerning flights to and from Northern Ireland contact the Consumer Council on 0800 121 6022 or complaints@consumercouncil.org.uk.
4. If you are dissatisfied with the outcome of ADR, you can choose to take direct legal action through court.

If you have a dispute that you cannot resolve with a travel agent or tour operator that is a member of The Travel Association (ABTA), ABTA also has an ADR scheme you can use.

Read how to resolve a dispute with an ABTA member.

If the travel agent or tour operator are not a member of ABTA, contact Citizens Advice.

Alternative dispute resolution

Alternative dispute resolution (ADR) was introduced so that passengers can resolve complaints cheaply and quickly and avoid having to go to court. The decision by an ADR provider is binding on the airline or airport if you accept the decision.

You can refer your complaint to an ADR provider if the airport or airline is a member of an ADR scheme and:

• you are not satisfied with the reply you have received from your airline or airport in response to your complaint
• you have not received a final response within 8 weeks of your initial complaint

ADR bodies handle complaints relating to:

• denied boarding, delay, or cancellation
• damage or loss of baggage
• problems faced by disabled passengers or passengers with reduced mobility
• any more general disputes where you feel you were misled or feel there was a breach of terms and conditions

Most UK airlines and some airports are members of an ADR scheme. Airlines and airports should make information about whether or not they have ADR membership clear when you make a complaint.

See the CAA list of airports and airlines that are members of an ADR scheme.

If your airline is not a member of an ADR scheme

If the airline or airport you have raised a complaint with is not a member of an ADR scheme, you can refer your complaint to the CAA Passenger Advice and Complaints Team (PACT). The CAA PACT team can decide on whether they think you have a valid claim and take it up with the airline or airport concerned. Note that there is no legal basis to enforce those decisions.

You can only refer a complaint to the CAA if you have made a complaint to your airline or airport and are not satisfied with the outcome, or if you have made the complaint but not received a reply within 8 weeks.

PACT will only handle complaints related to:

• denied boarding, delay, or cancellation
• damage or loss of baggage
• problems faced by disabled passengers or passengers with reduced mobility
• any more general disputes where you feel you were misled or feel there was a breach of terms and conditions

PACT does not have legal powers, so any decision they make on the outcome of your complaint is not binding on the airport or airline.

For complaints concerning flights to and from Northern Ireland contact the Consumer Council for Northern Ireland.

Taking court action

If you have not been able to resolve your complaint with the airport or airline, and neither an independent ADR body, PACT or the Consumer Council in Northern Ireland have been able to successfully intervene, you may choose to take your case to court.

You may want to seek legal advice before taking this step as court claims can be costly and time consuming. Legal advice can also be costly, but there are some options, for example, through Citizens Advice.

5. Accessibility – support for disabled passengers and people with reduced mobility

In addition to the rights set out in this guide, there are further rights and requirements for disabled passengers and people with reduced mobility. This section sets out the rights of these passengers and the things they may need to do and consider when travelling by air:

The legal rights of disabled persons and people with reduced mobility (PRM) are set out in UK law. These rights cover all disabled passengers and passengers whose mobility is reduced when travelling by air.

An airline cannot refuse to let you fly with them because of your disability unless there are justified reasons for doing so on a specific flight. These reasons can be due to safety, or the impossibility of you boarding the plane because of the size of the aircraft or its doors. Your airline would need to provide you details of those reasons in those instances.

All essential information about your flight must be provided in a format that is accessible to you, for example in braille, audio or large print.

5.1 Accessibility assistance

Accessibility assistance is often referred to as special assistance.

Some passengers may experience challenges navigating the airport and airline environment and need accessibility assistance to help them do so. In the UK disabled passengers and people with reduced mobility are legally entitled to free accessibility assistance appropriate for their needs, from arrival at the airport, through to leaving the aircraft at your arrival destination. This could include:

• help getting from the car park or drop off area to the airport terminal
• help checking in your luggage, including using self-service check-in kiosks and bag drops
• help moving through the airport
• boarding the aircraft and getting into your seat
• assistance during the flight
• getting off the aircraft
• transferring between flights

Airline staff will provide assistance with moving to toilet facilities if required. They will not be able to assist you in using toilet facilities, eating or taking medication. If you require assistance with these tasks, you will need a companion with you who can provide you with assistance.

Some passengers with accessibility requirements may be required by an airline to travel with another person who can provide assistance during the flight. This is a safety measure for travellers who cannot evacuate an aircraft independently in the event of an emergency. Your airline will provide details of when this is required and may refuse boarding if there is no one who can provide assistance. The person accompanying you will need to buy their own travel ticket.

Other countries might have similar laws entitling you to accessibility assistance. Check with your airline, travel agent or tour operator to find out more.

Assistance can be provided for:

• older people
• pregnant women who are less mobile
• people with temporary conditions that makes moving difficult, for example, a broken leg in a cast
• people with physical disabilities, such as wheelchair users or people with vision or hearing impairments
• people with non-visible disabilities, such as people with autism, anxiety or depression
• people with chronic health conditions, for example heart conditions, breathing difficulties, Alzheimer’s disease or dementia

This is not a definitive list. Contact your airline, travel agent or tour operator as soon as possible to discuss your needs if you feel you may require accessibility assistance when travelling by air.

You do not have to provide medical evidence to prove your need for accessibility assistance. You should not be asked for this.

For certain health conditions, you can be asked for proof of your fitness to fly. The airline may require further details if there is any cause for concern on safety grounds. This is different to your right to accessibility assistance and is normally a simple request for information about your condition.

Arranging accessibility assistance when booking and before you travel

If you think you might need accessibility assistance when travelling by air, it is very important that you notify your airline as soon as possible following your booking. Provide details of what assistance you think you need at the airport and to board the aircraft, including if you may or may not require a wheelchair.

The assistance should be something that meets your needs and helps you to travel. For example, if you have sight impairment, you might need to be escorted through the airport terminal, to go through security, find shops, restaurants and toilets, and find the departure gate. If you cannot walk long distances, you might benefit from the use of an airport wheelchair or electric buggy to help reach the amenities and departure gate.

Notify your airline at least 48 hours before you travel. If you cannot do this, let your airline know of your requirements as soon as possible after booking. This notice will give the airline time to make necessary arrangements for the flight and share the information with the airport.

Let your airline know if you are travelling with a battery-powered mobility aid or a recognised assistance dog. This gives them time for extra checks and will reduce the likelihood of delays when you arrive at the airport.

The airport will arrange for accessibility assistance at the airport, including helping you on and off the aircraft and handling of any equipment.

Airports and airlines will do their best to assist you in making your journey as smooth and enjoyable as possible. If you do not give advance notice, it can be difficult for them to provide tailored support to meet your needs.

Let your airline know as soon as possible if anything changes before your flight. They can share this information with the airport, to ensure they can provide the best service possible for you.

Provide details of your accessibility assistance requirements when you book a flight through a travel agent or tour operator. They may be able to request accessibility assistance from the airport and airline for you.

Make your airline aware if you need assistance in the destination country. They will let you know what is available and arrange this for you. You can also ask the destination airport about what assistance is available.

5.2 Mobility equipment

You can carry up to 2 items of mobility equipment free of charge, including a battery-powered mobility aid. This does not count as part of your baggage allowance.

There are complex safety regulations associated with the transportation of battery-powered mobility aids. To ensure that the airline can safely and securely load your mobility aids into the cargo hold of the aircraft, let them know as far in advance of the flight as possible about:

• the weight and dimensions of the aid at its smallest ready-to-load size
• battery type and dimensions
• what components can or should be removed, such as fragile parts that could be damaged

Advance notice gives airline staff time to understand how to properly assemble and disassemble the mobility aid. Try to provide the airline with the value of your mobility equipment, and check with them if it is covered in the event of any damage.

You may also want to:

• check your airline’s specific requirements on mobility aids
• bring written instructions with you on how to handle the mobility aid
• remove and pack separately as carry-on any removable parts from your mobility aid to help prevent loss or damage
• arrange travel insurance to cover your mobility aid in case of loss or damage

Read about your rights if your mobility equipment is lost or damaged.

Read about the carriage of electric mobility aids on planes (PDF, 346KB, 14 pages).

5.3 Medical equipment and medication

You are entitled to take as much medication as you need with you on your flight, although you can be asked for a certificate from your doctor. Bring a letter from your doctor for your prescriptions, as you may need to show this to the security staff at the airport or airline staff.

Check with your airline before you travel if you need to carry liquid medication in greater quantities than the current security rules allow or if you need to carry needles or syringes in your hand luggage. You will need to declare it at security.

Consider bringing all your medication in your hand luggage in case of any delays or lost baggage. This ensures you always have the medication you need with you.

Some countries do not allow certain medication to be brought in. Check for restrictions with the country’s embassy or high commission.

See a list of embassies and high commissions in the UK.

You can also bring some medical and mobility equipment onboard the aircraft with you. For example, crutches or small medical devices such as continuous positive airway pressure (CPAP) machines, nebulisers or portable dialysis machines. Your airline will confirm what you can bring on board the aircraft with you and what will have to be stored in the hold.

Airlines may have different rules about carrying oxygen on board the aircraft and some may charge for this. If you require oxygen onboard the flight, it is important that you check the oxygen policy of the airline you are flying with before you travel.

Read about travelling with oxygen.

5.4 Recognised assistance dogs

Airlines must allow you to travel with your recognised assistance dog in the cabin free of charge.

Contact your airline in advance to check whether your assistance dog can be carried.

Assistance dogs must meet certain criteria to travel with you in the cabin. You must have certified documentary evidence to prove this.

UK airlines usually recognise guide or assistance dogs trained by organisations that are members of either:

• Assistance Dogs International
• International Guide Dog Federation

Your assistance dog will need to sit on the floor in front of the seat. Speak to your airline if you think this will not be possible, for example your dog is a large breed.

When travelling with your assistance dog, the rules you must follow depend on the country you are going to or coming from. Before you travel, check:

• your airline’s policy on animal travel
• government guidance on bringing guide and assistance dogs to Great Britain

Read about travelling with assistance dogs.

5.5 Non-visible disabilities

If you have a non-visible disability, you may wish to use a lanyard or badge that identifies to staff at the airport that you may need extra support. This is optional but can be helpful to communicate to staff and make you feel more confident. You can get these at the airport, or through some disability charities.

Sunflower lanyard.

5.6 Food allergies

If you have a food allergy, tell the airline as soon as possible, preferably at the time of making your booking.

Airlines take the welfare of their passengers very seriously and will have a policy for managing your allergy. These can differ between airlines so check with your airline before travelling.

Also tell the staff at the departure gate about any severe allergies so that the cabin crew can prepare for your arrival.

You may also wish to consider other measures, such as taking your own food and making sure you have any medications with you. Carry all medication with you in hand luggage in an easy-to-reach place.

If you have booked with an airline or through a third party such as a travel agent or tour operator, you may also be able to request a certain type of meal through them. Speak to your airline, travel agent or tour operator. The airlines may not be able to guarantee allergen-free food on board.

Reada about travelling with an allergy.

5.7 At the airport

Airports can be busy places, where many people are travelling to different destinations with different airlines. To make sure you have a smooth experience at the airport, it is good to prepare for crowds and queues. Most common places for queues are the check-in areas and security check.

Some airport terminals are big, with long distances between different areas. Most airports have maps available on their websites that show the layout of the terminal and give information about the distances. The maps usually show also where you can find seating and where toilets are located. Some airports may have videos on their websites to show what the terminals are like inside.

Airport terminals usually have bright lighting in the main areas and corridors. Some of the surfaces can be bright or reflect ambient lighting. For example, dividing walls, floors and information screens. Terminals might also be loud or have a slight echo. Some areas can have strong smells.

If you have sensory sensitivity, check the airport website or contact the airport’s assistance team about sensory or quiet rooms and routes that are easier to navigate.

Arriving at the airport

If you park at a medium- or long-term car park, you will usually need to make your own way to the terminal using the airport’s bus service. In the UK, these vehicles usually have a ramp, so wheelchair users can board.

You can ask for assistance from an assistance service desk inside the terminal building.

Special assistance desk at Gatwick Airport.

Airports must locate assistance points at various points in the airport boundary. Assistance points may be inside or outside the terminal, including at drop off points, car parks, train stations and bus terminals. Assistance service desks are usually situated close to the main doors for the departure area or near check-in area.

Assistance points usually have a disability related logo and include a buzzer or telephone so you can call for assistance when they are not staffed. Some airports may offer other ways to contact assistance staff when arriving at the airport, for example messaging via WhatsApp or another app on your mobile phone or device. Check how to contact assistance point staff on the airport’s website before you start your journey.

Reduced mobility help point at Gatwick Airport.

When you arrive at the airport go to an assistance point before going through security.

The assistance you can expect to receive at the airport includes:

• moving from the designated point to check-in
• support at check-in and baggage drop off
• proceeding from the check-in counter through the airport, including passing through security and reaching the departure gate
• help boarding the aircraft and getting into your seat
• accessing toilet facilities, although staff will not be able to assist you in the toilet
• leaving the aircraft at your destination and transferring flights

It is important that you let the assistance staff know what assistance is best for you. For example, if you need help walking or if you need someone to escort you to the departure gate. The staff have been trained to give a broad range of assistance. You should never be given assistance that does not suit your needs or makes you uncomfortable.

If you prefer, your family or friends can assist you instead of the airport staff. A family member or friend travelling with you should be able to accompany you through the airport.

Airport wheelchairs

If you need a wheelchair to travel around the airport but do not have one, the airport can provide one for you. Airports may not have self-propelling wheelchairs, but a family member or friend travelling with you can help you move through the airport.

If you have your own wheelchair or battery-powered mobility aid you should be able to use your own equipment right up to the departure gate.

Security check

At the security check, you will need to remove liquids from your hand luggage, including liquid medication. If you have liquids in larger quantities than the allowed amounts or if you are travelling with syringes, needles or medical equipment, such as an insulin pump or stoma bag, declare these to the security staff. You may need to bring a doctor’s letter stating these are necessary.

You can ask for a private security search if you cannot pass through the security screening equipment. The security staff should ensure they conduct the search as discreetly as possible.

5.8 On the aircraft

If you have requested assistance, you will be helped to the departure gate and to board the aircraft. This may involve the use of lifts or wheelchairs. You may also receive assistance into your seat and with tasks such as stowing your hand luggage. Often you will be boarded first, though this will not always be the case.

Different equipment may be used when providing this assistance. This equipment can vary depending on which airport you are flying from. This could include ambulifts (also referred to as high lifts), ramps, and small ‘transfer’ wheelchairs.

Airlines are required to make all reasonable efforts to arrange seating to meet your needs. This includes making every effort to ensure a travelling companion is seated next to you.

Airline staff can also help you get to onboard toilet facilities, although they will not be able to assist you in the toilet. Facilities vary depending on aircraft type and airline, so it is important to discuss your onboard needs with the airline before you travel.

Arranging seating on-board

Airlines will make reasonable efforts to arrange seating that meets your individual needs, without extra charge. For example, sitting you in the bulkhead seats for more space. This is subject to safety requirements and availability. For example, you may not be able to sit in an emergency exit seat.

If you are accompanied by another person who can provide you with assistance, the airline will make reasonable efforts to seat you next to that person.

5.9 Arriving in the destination country or in the UK

On arrival, wheelchairs and mobility aids should be returned to you at the cabin door, unless you have requested to collect them at baggage claim.

If you have requested assistance, speak to a member of the cabin crew before leaving the aircraft. They may ask you to stay on the aircraft while arrangements are put in place to assist you.

Accessibility assistance on arrival in both the UK and abroad could include help with:

• disembarking the aircraft with the provision of lifts, wheelchairs or other assistance
• moving from the aircraft to the baggage hall to retrieve baggage
• completing immigration and customs procedures
• proceeding from the baggage hall to a designated point
• moving to toilet facilities, although they will not be able to assist you in the toilet

6. Feedback

Send feedback or comments on the air passenger travel guide to AviationConsumers@dft.gov.uk.