Flight refund vs compensation in the UK: what is the difference?

Refund or re-routing

If your flight is cancelled or you are denied boarding, you are generally entitled to choose between a refund of your ticket and re-routing to your destination, either as soon as possible or at a later date that suits you. When a delay reaches five hours, you can also choose a refund instead of travelling.

A refund is generally due within seven days. It covers the price of the unused parts of the ticket and, where the journey no longer serves any purpose, the parts already used, with a return flight to your first point of departure if needed.

Right to care

While you wait, the airline must provide meals and refreshments in proportion to the waiting time, two free communications such as calls or emails, and a hotel with transport to and from it if you have to stay overnight. Care starts at two, three or four hours of delay depending on the flight distance.

Fixed compensation

Compensation of £220, £350 or £520 per passenger, depending on the distance, is generally due when you arrive at your final destination three hours or more late, when your flight is cancelled with less than 14 days' notice, or when you are denied boarding against your will. It does not depend on the ticket price.

How the rights combine

These rights can be cumulative: a passenger whose flight is cancelled at short notice can receive a refund, care during the wait and fixed compensation. Accepting a refund does not mean giving up compensation.

An airline can offer vouchers instead of money, but only if you agree in writing. Extraordinary circumstances can remove the fixed compensation, but not your right to care or to a refund or re-routing.

If I accept a refund, can I still claim compensation?

Yes. A refund repays the ticket, while compensation makes up for the disruption, so accepting one does not generally waive the other.

Do I have to accept a voucher?

No. A voucher can only replace a cash refund or compensation if you agree to it in writing.

Does bad weather cancel all my rights?

No. Extraordinary circumstances such as severe weather can remove fixed compensation, but the airline must still offer a refund or re-routing and provide care.