Had a British Airways flight delayed or cancelled? Here is how to claim.
This guide explains who British Airways is, how they usually answer claims, what your rights are, and how to send British Airways a proper letter by Royal Mail.
About British Airways
British Airways (BA) is the UK's flag carrier. It is the second-largest UK airline by fleet size after easyJet, but it is the biggest for long-haul flights from the UK. BA was created in 1974 when the UK government merged BOAC and BEA (the two state-owned airlines at the time). It was sold off to private owners in 1987.
BA's main hub is Heathrow Airport, where it owns about 50% of the take-off and landing slots. BA also has a base at Gatwick. The head office is a big building called Waterside, near Heathrow, in a village called Harmondsworth. BA runs around 274 planes flying to more than 170 places in 70 countries.
BA is part of a bigger group called International Airlines Group (IAG). IAG is registered in Spain but its head office is in London. Other airlines in the same group are Iberia (Spain), Aer Lingus (Ireland), Vueling (Spain) and LEVEL. BA also owns two smaller airlines of its own: BA CityFlyer (which flies from London City Airport) and BA EuroFlyer (a short-haul airline based at Gatwick).
Registered office
British Airways plcWaterside, PO Box 365, Speedbird Way
Harmondsworth
London
UB7 0GB
United Kingdom
Companies House number: 01777777 · Incorporated: 13 December 1983 · Parent company: International Airlines Group, S.A. (IAG) · Regulator: UK Civil Aviation Authority (CAA) · IATA / ICAO codes: BA / BAW (British Airways); CJ / CFE (BA CityFlyer)
Group structure
International Airlines Group (IAG)
This is the holding company that owns British Airways. It was formed in January 2011 when BA merged with the Spanish airline Iberia. IAG is registered in Madrid, Spain, but its head office is in London. It is listed on both the London Stock Exchange (ticker IAG) and the Madrid Stock Exchange. The biggest single shareholder is Qatar Airways, which owns 25.1% of IAG.
London and Madrid listed. Ticker IAG.British Airways plc
This is the airline you fly with for most BA flights. It runs all the long-haul routes (like London to New York) and most short-haul routes from Heathrow and Gatwick. The legal entity is British Airways plc, based at Waterside near Heathrow. If you need to take BA to court, this is the company you sue.
Companies House 01777777. UK callsign BAW.BA CityFlyer
This is a wholly-owned subsidiary of BA, used for flights from London City Airport. BA CityFlyer has been part of BA since March 2007. It flies smaller Embraer jets to cities like Edinburgh, Dublin, Amsterdam and Florence. It is the named defendant in a 2024 Supreme Court case (Lipton v BA CityFlyer) that changed the law on crew illness claims for all UK airlines.
Operates from London City Airport (LCY). Callsign CFE.BA EuroFlyer
This is a newer BA subsidiary that started flying in March 2022. It runs short-haul leisure flights from Gatwick to European holiday destinations. BA created it to compete with low-cost airlines like easyJet on those routes. The planes wear normal BA colours but EuroFlyer is technically a separate company.
Based at Gatwick. Started flying March 2022.What a British Airways reply usually looks like
- 1An automated email confirming BA got your claim. This usually comes through their online claim form within a day.
- 2A first response within 2 to 6 weeks. BA pays many clear-cut claims at this stage. They have a reputation for being more willing to settle than the budget airlines.
- 3A rejection if BA thinks the delay was "extraordinary circumstances". Common reasons given are bad weather, air traffic control problems, or security issues. BA has historically tried to use crew illness as a defence too, but the Supreme Court closed that door in July 2024.
- 4An offer of Avios (BA's frequent flyer points) instead of cash. You do not have to take Avios. The law gives you cash.
- 5A final response letter if BA has refused. This is the "deadlock" letter you need to escalate the case to CEDR.
- 6A reminder that you have 12 months from the date of the final response to take your case to CEDR. After that, the only route left is the small claims court.
How much can you claim from British Airways under UK261?
Compensation amounts are fixed by flight distance and apply to delays of three hours or more at the final destination, cancellations with less than 14 days' notice, and denied boarding. The flight distance is the “great circle distance” between the departure and arrival airports, not the route flown.
| Flight distance | Delay length | Amount per passenger |
|---|---|---|
| Up to 1,500 km (e.g. London to Dublin) | 3 hours or more | £220 |
| 1,500 km to 3,500 km (e.g. London to Athens) | 3 hours or more | £350 |
| Over 3,500 km (e.g. London to New York) | 3 to 4 hours | £260 |
| Over 3,500 km | 4 hours or more | £520 |
Source: UK Civil Aviation Authority, UK261 compensation guidance.
Your rights
UK Regulation 261/2004, Article 5 (cancellations)
Did BA cancel your flight less than 14 days before take-off? You have two choices. Get your money back. Or ask BA to put you on a different flight. The choice is yours, not theirs. On top of that, you can usually get cash too. How much cash depends on how far the flight was meant to go.
UK Regulation 261/2004, Article 6 and the Sturgeon ruling
What if your flight was just late, not cancelled? Article 6 covers delays. In 2009, a big court case called Sturgeon said that any delay of 3 hours or more should be paid out, the same as a cancellation. The UK kept this rule after Brexit. BA has to follow it.
UK Regulation 261/2004, Article 7 (compensation amounts)
This is the rule that sets the cash amount. The four amounts are £220, £350, £260 and £520 per passenger. Which one you get depends on how far the flight was and how late you arrived. BA cannot pay you less just because your ticket was cheap or because you booked through Avios.
UK Regulation 261/2004, Articles 8 and 9 (refund and care)
On top of the cash, two other rules look after you. Article 8 lets you pick between a refund or a new flight. Article 9 says BA has to look after you while you wait. That means free food, free drinks, two phone calls or emails, and a hotel if you have to stay overnight. BA is normally good at giving these things at the airport, but if you had to pay for any of them yourself, keep the receipts and claim them back.
UK Regulation 261/2004, Article 10 (downgrades)
BA flies multiple cabin classes. If BA put you in a lower class than the one you booked (for example, downgraded you from Club World to Economy), you can get part of your ticket price back. The amount is 30% for short flights, 50% for medium flights, and 75% for long-haul. You should also claim the full UK261 compensation if the downgrade was part of a delay or cancellation.
Lipton v BA CityFlyer Ltd [2024] UKSC 24 (crew illness)
In July 2024, the UK Supreme Court ruled that crew illness (pilots or cabin crew getting sick) is NOT extraordinary circumstances. The case involved a BA CityFlyer flight from Milan that was cancelled when the pilot got sick. BA argued they should not have to pay. The Supreme Court said no. Crew illness is part of normal airline running. So if BA cancels your flight because a pilot or crew member is ill, BA still has to pay you the UK261 compensation.
UK Regulation 261/2004, Article 5(3) (the "extraordinary circumstances" rule)
BA can get out of paying only if BOTH of these are true. One, the cause was outside their control. Two, they could not have stopped it even if they tried hard. Things that DO count are bad weather, war, air traffic control going on strike, and security alerts. Things that DO NOT count are BA's own staff going on strike, a normal aircraft fault, or crew illness (after Lipton 2024). BA has to prove the cause, not just say "extraordinary circumstances".
Limitation Act 1980, section 9
How long do you have to claim in court? In England, Wales and Northern Ireland, you have 6 years from the date of the flight. In Scotland, you have 5 years. A 2014 court case called Dawson v Thomson Airways made this clear. Note: this is the COURT time limit. The CEDR time limit is much shorter (12 months from BA's final response).
Common British Airways situations
BA cancelled your flight because of crew illness
This is the big one. In Lipton v BA CityFlyer (Supreme Court, July 2024), the court ruled that crew illness is NOT extraordinary circumstances. BA used to argue it was. They cannot any more. If BA cancels your flight because a pilot or crew member is sick, the compensation under Article 7 applies. Write back and quote the Lipton case.
BA cancelled your flight because of an IT problem
BA had a major IT meltdown in May 2017 that cancelled hundreds of flights. They also had several smaller IT problems since. An IT failure caused by BA's own systems is NOT extraordinary circumstances. It is BA's job to keep their IT working. If BA cancelled your flight because of an IT issue, claim compensation under Article 7.
Your long-haul BA flight was delayed
BA flies routes that other UK airlines mostly do not. A flight from London to New York is around 5,500 km. If it arrives more than 4 hours late, the compensation is £520 per passenger. A family of four can claim £2,080. The compensation is the same whether you flew Economy, Premium Economy, Club World or First.
BA downgraded you from Business or First Class to Economy
This is covered by Article 10 of UK261, which is separate from delay compensation. You can get back 75% of the ticket price for the leg you were downgraded on (for long-haul). BA sometimes only offers a token amount of Avios. Reject that and ask for the proper Article 10 refund in cash, based on the price of the ticket you actually paid.
BA offered you Avios instead of cash
Avios are BA's frequent flyer points. They are not the same as cash. The law (Article 7) entitles you to cash, not points. Write back and ask for the cash payment to your bank account. If BA still says no, that is a breach of UK261. Take it to CEDR.
Your BA flight was a codeshare with American Airlines or Iberia
BA is part of the oneworld alliance with American Airlines, Qantas, Iberia and others. Sometimes a "BA flight number" is actually operated by a partner airline. Compensation depends on WHO operated the flight, not who you booked with. If the operating airline was BA, then UK261 applies and BA pays. If it was American Airlines on a flight FROM the UK, UK261 still applies (because it departed the UK). For flights INTO the UK on American Airlines, UK261 does not apply because American is not a UK or EU carrier.
BA has not replied or has refused the claim
BA usually gives a written final response. Once you have that, you have 12 months to take the case to CEDR. If BA has not replied at all after 8 weeks, you can also escalate to CEDR. CEDR is BA's approved ADR scheme. The CEDR decision is binding on BA.
Send your British Airways claim letter via Royal Mail
PostRight writes your UK261 claim letter for you. Answer a few simple questions. Check the letter. Pay. We print it and post it by Royal Mail the next working day. A real letter is much harder for Ryanair to ignore than an online form.
- ✓Quotes the right part of UK Regulation 261/2004 for your situation
- ✓States the exact cash amount you are owed under Article 7
- ✓Pushes back if BA has used the "extraordinary circumstances" excuse (including the Lipton ruling on crew illness)
- ✓Gives BA a clear 14-day deadline to reply
- ✓Explains the next step (CEDR) if BA says no or stays silent
- ✓Printed on quality paper and posted by Royal Mail. From £2.79.
Frequently asked questions
How much can I claim from British Airways?
It depends on how far the flight was meant to go and how late you arrived. For short flights under 1,500 km, the amount is £220 per passenger. For flights between 1,500 km and 3,500 km, it is £350. For long-haul flights over 3,500 km, it is £260 if you were 3 to 4 hours late, or £520 if you were 4 hours or more late. BA flies a lot of long-haul routes, so the £520 amount comes up often. A family of four on a delayed London-to-New York flight could claim £2,080.
What if BA says my flight was extraordinary circumstances?
A vague reply is not enough. The law says BA has to PROVE the cause was outside their control AND that they could not have stopped it. Some causes (bad weather, air traffic control strikes, real security alerts) usually DO count. Other causes (BA's own staff strikes, IT failures, normal aircraft faults, crew illness after the Lipton case in 2024) do NOT count. If BA refuses to give details, take the case to CEDR.
What was the Lipton v BA CityFlyer case and why does it matter?
In 2018, Mr and Mrs Lipton booked a BA CityFlyer flight from Milan to London City. The pilot got sick at the last minute and the flight was cancelled. BA refused to pay compensation, saying crew illness was extraordinary circumstances. The Liptons took the case all the way to the UK Supreme Court. In July 2024, the Supreme Court ruled unanimously that crew illness is NOT extraordinary. It is part of normal airline running. This means BA (and every other UK airline) has to pay UK261 compensation when crew illness causes a cancellation. If BA tries to use crew illness as a reason, quote Lipton v BA CityFlyer [2024] UKSC 24.
How long do I have to claim from BA?
There are TWO time limits. For CEDR (BA's ADR scheme), you have 12 months from BA's final response. For court, you have 6 years from the flight date in England, Wales and Northern Ireland, or 5 years in Scotland. So if you miss the CEDR deadline, you can still sue BA in the small claims court for up to 6 years.
What if BA offered me Avios instead of cash?
Avios are not cash. The law (Article 7) gives you the right to a cash payment, not points. You can take Avios if you want to, but you do not have to. Write back and ask for the cash. If BA refuses, take the case to CEDR.
What is CEDR and is it free?
CEDR stands for Centre for Effective Dispute Resolution. It is BA's approved ADR (Alternative Dispute Resolution) scheme. CEDR settles disputes without going to court. The service is free if your claim is upheld. If your claim is rejected, CEDR charges you a £25 case fee. (This is different from AviationADR, which is free either way.) CEDR decisions are binding on BA, meaning BA has to pay if you win.
My BA flight had a different flight number on the airport screens. Was it really BA?
BA shares some flights with other airlines in the oneworld alliance (Iberia, American Airlines, Qantas, Aer Lingus and others). The flight is operated by whoever flew the plane, not whoever sold you the ticket. Check your boarding pass for the operating airline. If it says "operated by BA CityFlyer", that is still a BA group flight and UK261 still applies. If it says "operated by American Airlines" on a flight INTO the UK, UK261 does NOT apply.
What if BA delayed me but did not cancel?
A delay of 3 hours or more on arrival gives you the same cash compensation as a cancellation. This was settled by the Sturgeon court case in 2009. So if your BA flight landed 3 or more hours late at the airport on your ticket, you can claim. Use the same amounts as for cancellation.
Free help and what to do next
CEDR
BA's approved Alternative Dispute Resolution scheme. Run by the Centre for Effective Dispute Resolution. Decisions are binding on BA. Free if your claim is upheld; £25 case fee if it is not. You have 12 months from BA's final response to use CEDR.
Visit website →CAA Passenger Advice and Complaints Team (PACT)
The UK's flying regulator. PACT does not usually handle individual BA claims because BA uses CEDR. But they do take action against airlines that keep breaking UK261.
Visit website →Citizens Advice Consumer Service
Free, independent advice on UK261 and your rights as a passenger. Helpline: 0808 223 1133.
Visit website →Money Claim Online (MCOL)
The online court service for England and Wales. Use this if BA refuses to pay after CEDR has ruled in your favour. Or use it to sue BA directly in the small claims track (up to 6 years from the flight date).
Visit website →Ready to claim from British Airways?
PostRight prints and posts your UK261 claim letter via Royal Mail. Tracked 24 is available for £9.99 if you want proof of delivery. From £2.79.
Send a British Airways letter from £2.79From £2.79 · Printed and posted by Royal Mail · Dispatched within one business day