Airlines / British Airways
British Airways: how to claim compensation
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- Airline type
- UK airline (UK operating licence)
- Rules that may apply
- UK261 for flights from the UK and from outside the UK/EU into the UK or EU. EU261 for flights departing the EU.
Check my British Airways flight
1. Claim directly with British Airways
Claiming directly is free, and you keep the whole amount. Use the airline's own form:
British Airways Feedback and Claims Portal (opens in a new tab) (opens the airline's website)
- You need your booking reference and personal details to start a new case.
- If you cannot claim online, British Airways lists a postal address: Customer Relations, EU Compensation Claims, PO Box 1126, Uxbridge UB8 9XS, United Kingdom.
- Claim expenses (meals, hotel) and compensation separately if the portal asks you to, and keep itemised receipts.
Mostly long-haul from London. On flights over 3,500 km, a UK261 delay of 3 to 4 hours pays £260 and over 4 hours £520.
No suitable form? Use our free first-claim letter.
2. Common rejection reasons and how to respond
| What the airline may say | What to check or reply |
|---|---|
| "Extraordinary circumstances" | The airline must name the event and prove it could not have been avoided with reasonable measures. |
| "Technical problem" | Technical faults are generally not extraordinary (C-549/07; C-257/14). |
| "Bad weather" | Ask whether weather affected your flight specifically, at that time, and why a later departure was not possible. |
| "Earlier flight was delayed" | Ask for the root cause on the earlier flight and what reserve the airline planned. |
| "Your claim is out of time" | Airline terms cannot shorten the legal limit (UK: 6 years, or 5 in Scotland; Dawson v Thomson Airways). Check the EU country limit that applies. |
The My Flight Money claim dashboard includes a prefilled rebuttal letter for each of these.
3. If British Airways refuses or does not reply
Flights under UK rules: dispute resolution (ADR)
British Airways says to refer your complaint to CEDR within 12 months of its response. CEDR is on the CAA's list of approved ADR schemes. You can go to ADR after the airline's final response, or after 8 weeks with no reply.
Flights under EU rules: enforcement body
For flights departing the EU, contact the enforcement body in the country where the incident happened. Enforcement bodies monitor airlines but may not be able to make an airline pay your individual claim (C-145/15 Ruijssenaars). See the official EU list (opens in a new tab).
Court
- England and Wales: county court small claims via Money Claim Online (opens in a new tab).
- Scotland: simple procedure (opens in a new tab).
- EU departures: courts at the place of departure or arrival (C-204/08 Rehder), or the European Small Claims Procedure (opens in a new tab) for cross-border claims.
Check your claim deadline before you start.
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