Expenses and compensation

We will consider reimbursing reasonable expenses for the following items:

• Hotel accommodation (where necessary).
• Transport between the hotel and the airport (where necessary).
• Meals and refreshments.
• Two telephone calls or internet-related costs to contact people outside the airport.

• If you choose to travel from a different departure point or to a different destination than your original booking, we won't cover any expenses for travel between the two points, including car rental and parking.
• We won’t cover any consequential losses, such as missed hotel stays or car rental.
• We won't reimburse any unreasonable expenses.

The quickest way to claim your expenses is online. You will need:

• The names of all passengers that you are claiming for.
• Details of all the delayed or cancelled flights in your journey.
• Details of your expenses.
• Receipts and other documents in support of your claim. You can attach scans or photographs of these to your online application or send us them by post.
• Your bank account details to process the payment. It takes about 10 to 15 minutes to complete the process. Our Customer Relations team will review your claim as soon as possible.

1. If you're delayed at your final destination by more than 3 hours and that delay arises from causes within our control (rather than extraordinary circumstances which could not have been avoided by all reasonable measures); or

2. If we inform you of a cancellation less than 14 days before the planned departure date that arises from causes within our control (rather than extraordinary circumstances which could not have been avoided by all reasonable measures), unless:

• We inform you of the cancellation between 7 and 13 days before the scheduled time of departure and offer an alternative route that allows you to depart no more than two hours before the scheduled time of departure and to reach your final destination less than four hours after the scheduled time of arrival; or
• We inform you of the cancellation less than 7 days before the scheduled time of departure and offer an alternative route that allows you to depart no more than one hour before the scheduled time of departure and to reach your final destination less than two hours after the scheduled time of arrival.

• If the delay is less than 3 hours.
• If we informed you of the cancellation 14 days or more before your planned departure date. We will contact you using the details you, the person who purchased the ticket or your travel agent have provided us with in connection with your booking.
• If you choose to travel from a different departure point or to a different destination than your original booking, you can't claim compensation for any expenses incurred for travel between these or any other consequential expenses, e.g. car hire, parking costs, etc.
• If your journey was affected by extraordinary circumstances such as air traffic control decisions, political instability, adverse weather conditions or security risks you may not be able to claim compensation.

The levels of compensation are limited by EU regulation as follows:

• 250 EUR for flights of up to 1,500km
• 400 EUR for flights within the EU of more than 1,500km, and for all other flights between 1,500km and 3,500km
• 600 EUR for all other flights

These amounts are reduced by 50% if we can offer you an alternative flight route to your final destination with a new scheduled arrival time that doesn’t exceed the original scheduled arrival time by:

• Two hours for flights of up to 1,500km
• Three hours for all flights within the EU of more than 1,500km, and for all other flights between 1,500km and 3,500km
• Four hours for all other flights.

Before you make your claim

• To make a claim on behalf of someone else, please provide a signed letter of authority from all passengers included in the claim.
• You need to supply your name and contact details, the names of other passengers you're claiming for and their contact details, your booking reference and details of the cancelled flight.
• You can claim for as many passengers as are entitled to receive compensation, or are on the same booking. However, if there are different surnames, we will need authorisation to discuss their details and process the payment.

Compensation for British Airways flights

To claim compensation for British Airways operated flights (excluding flights operated by SUN-AIR; see information below), please contact our Customer Relations team by filling out the below online form. We will respond as soon as possible.

Claim compensation for British Airways flight

If you're not able to claim online, you can write to:

British Airways Customer Relations

EU Compensation Claims

PO Box 1126

Uxbridge

UB8 9XS

United Kingdom

Please then allow extra time for us to process your claim.

Compensation for SUN-AIR operated flights

To claim compensation for flights operated by our franchisee, SUN-AIR (flight numbers BA8200 to BA8299), please write to:

SUN-AIR of Scandinavia A/S

Customer Relations

Cumulusvej 10

Billund DK-7190

Denmark.