Know what you're owed
EU Regulation 261/2004 and the Montreal Convention give air passengers strong legal protections. Here is everything you need to know.
EU261 Compensation
Applies to all flights departing from the EU/EEA/UK, and to flights arriving in the EU/EEA/UK on an EU/EEA/UK carrier.
Involuntary Downgrade Refunds
Additional Entitlements
Meals & refreshments
Proportionate to waiting time. Provided by the carrier at the airport.
Hotel accommodation
If overnight stay is required. Including transport between airport and hotel.
Communication
Two phone calls, emails, or faxes. Provided free of charge by the carrier.
Re-routing
Choice between full refund (within 7 days) or re-routing to final destination at the earliest opportunity, or at a later date at your convenience.
How to Claim
Four escalation steps, from airline to court.
Claim directly with the carrier
Write to the airline's customer relations department. Include your PNR, flight details, dates, and the specific regulation you are claiming under. Most carriers have an online claims form.
Escalate to the National Enforcement Body (NEB)
If the carrier does not respond within 8 weeks, or you are unsatisfied with the response, file a complaint with the NEB in the country of departure. For UK departures: CAA. For Portugal: ANAC. For other EU states: the relevant national authority.
Alternative Dispute Resolution (ADR)
Some carriers participate in ADR schemes. In the UK, this includes CEDR and AviationADR. The ADR body will review your case and issue a binding decision.
Small claims court
If all else fails, you can file a small claims court action. In England & Wales, claims under £10,000 are handled by the County Court Money Claims Centre (MCOL). Filing fee starts at £35.
Claim Deadlines
United Kingdom (England & Wales). 5 years in Scotland.
Most EU member states. Check the limitation period in the country of departure.
Montreal Convention
International treaty governing carrier liability for international air travel. Limits expressed in Special Drawing Rights (SDR).
Death or bodily injury
Approximately €155,000. Strict liability up to this amount; beyond requires proof of carrier fault.
Delay (passenger)
Approximately €6,400. Must prove actual financial loss caused by the delay.
Baggage (destruction, loss, damage, delay)
Approximately €1,550. Applies per passenger, not per bag. 21-day deadline for damage claims.
STPC — Stopover Paid by Carrier
When an airline schedules a connection that requires an overnight stay, the carrier has a duty of care to provide accommodation, meals, and airport transfers at no cost to the passenger. This applies to both voluntary stopovers built into the itinerary and involuntary overnight connections caused by schedule changes.
Hotel
Carrier-arranged accommodation near the connecting airport.
Meals
Dinner and breakfast as applicable. Often provided via hotel voucher.
Transport
Return transfer between airport and hotel. Arranged by the carrier.
Tailwind shows you what to claim and where to escalate. The money comes from the airline. We do not charge for rights information or claim guidance. We are not a claims management company.
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