Compensation for Missed Connecting Flights

How do I know how much I am entitled to receive in compensation?

Navigating the rules of the EU 261/2004 regulation isn’t easy – that’s why we are here to help. But generally speaking, the amount of compensation is based on the distance of the entire journey - from the starting airport to the final destination. In the table below you can get an overview of the advised compensation, according to the flight distance: 

Longer delays:

How are the rules for missed connections different from other delays?

Time is often short on transfer connections. A delay can quickly lead to missing the next flight. EU law protects passengers and grants them compensation. However, compared to other types of delays or cancellations, there are a few key differences:

• The connecting flight must touch down in the EU 
• Compensation is only applicable if the delay causes a total delay of more than 3 hours at the final destination 

What conditions need to be met in order to be entitled to compensation?

There have been a number of court decisions that have strengthened air passenger rights in favor of the consumer. The main prerequisite to consider when wondering if you have a valid compensation claim is whether or not the flight in question actually qualifies under the European Regulation No. 261/2004.  

Note: The regulation applies to all flights taking off from an airport in the European Union. It is also applicable to flights landing in the EU, provided that the head office of the airline that operated the flight is also in the European Union.  

It is possible to claim on flights dating as far back as 3 years. This regulation applies to business travelers, passengers flying with a low-cost airline, people traveling with a package holiday or children with a paid ticket.  

Important: Even if you have been provided with vouchers, food and refreshments or a hotel stay by the airline, you are still able to make a compensatory claim. 

Requirements: 

• The flights must be part of one booking 

• You have checked in for your flight on time (generally no less than 45 minutes before departure) 

• You encountered these problems on a flight operated no more than 3 years ago 

• The airline is responsible for the delay or cancellation (not extraordinary circumstances) 

• The flight took off in the EU (from any airline) or landed in the EU (provided that the airline is headquartered in the EU) 

• You can claim compensation even if you have travelled with a tour package or had a business trip 

What are extraordinary circumstances in case of a missed connection flight?

If a delayed flight during a layover is due to "extraordinary circumstances," which are beyond the airline's control, you are not entitled to compensation. 

Extraordinary circumstances include, for example: 

• Severe weather conditions 

• Acts of terrorism, military coup, or political unrest if they pose a security risk 

• Air traffic control restrictions 

• Acute passenger illness or distress 

• Strikes among air traffic controllers 

Situations not classified as "extraordinary circumstances" include: 

• Technical issues 

• Staff shortages (applies even during strikes among the airline's own personnel) 

We often see airlines citing "severe weather conditions" as the reason for the delay and thereby rejecting the claim. This does not automatically exempt the airline from paying compensation. According to the ECJ ruling of 11 June 2020 (Case C-74/19), airlines must prove that they took all possible measures to re-route affected passengers at the earliest opportunity. The airline must demonstrate that it was not possible to rebook individual passengers onto a faster connection. In doing so, airlines must prove that they examined the possibility of rebooking passengers not only onto their own flights, but also the flights of other airlines. This includes both direct and indirect connections. If an alternative means of transportation, such as bus, train or taxi, could get a passenger to their destination faster, this must also be taken into account.  

If you disagree with the airline's decision, you can easily and quickly file a claim with Refundmore. 

Sometimes the journey needs to be a single trip (in missed connections)

How Do I Know If My Journey Was a Single Trip?  

A general rule is that if your journey is unified, you have one PNR (Passenger Name Record) code for the entire trip. PNR codes have various names across different airlines; booking reference, booking number, and reservations number are just some of the terms associated with PNR codes. If you purchase your ticket directly from an airline, you will often receive a single PNR code, indicating a unified journey.

However, be aware that some low-cost carriers may divide the journey into multiple PNR codes. When you buy your trip through a travel agency, it may not always constitute a single journey. In this case, be cautious because the booking number you receive from the travel agency may not match the PNR code from the airline. Therefore, having the same booking number from the travel agency does not necessarily mean it's a single journey. Here's an example of a booking confirmation from Kiwi.com, displaying one Kiwi booking number but 2 different PNR codes. Therefore, it is not a single journey. 

It might still be considered a single journey if a single total price was paid for the entire trip without itemizing individual parts, and if a unified travel document was issued for the whole journey. This can sometimes happen even if the different parts have different PNR codes. The above explains your situation if you book a unified journey.  

But what if you book your flights individually? If you piece together your trip with separate tickets from different airlines, you are generally responsible for booking the trips with ample time for layovers. If, however, there is a delayed flight during a layover, you will not be eligible for compensation since you booked the trips with insufficient time for transfers, and you also won't meet the criteria for a single journey with one PNR code. If you are unsure whether your journey was a single trip, you can start your claim here, and we will figure it out. 

What if my connecting flights are operated by different airlines?

If a flight delay leads to a passenger missing a connecting flight, and the delay at the final destination is 3 hours or more, they have a valid claim for compensation. The flight plan needs to be all one booking for this to apply – although it does not matter if you have a mix of different airlines in that booking. If a passenger has booked all legs of their journey with one single booking the airline must offer alternative transportation as soon as possible. If the passenger has booked the flights separately – with different airlines, and the first is delayed, there is nothing to be done if they miss their connecting flight. Additionally, they don’t have the right for alternative transportation organized by the airline. 

Other reasons you might not be eligible for compensation

As mentioned earlier, you are not eligible for compensation for a delayed flight during a layover if there is no unified journey, for example, under one PNR code. and there are a few other exceptions. 

You cannot receive compensation for a missed connecting flight if: 

• You are at fault for missing the flight 

• You were not aware of changes to your journey 

• You planned your trip yourself and did not allow enough time for transit and transfers 

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Additional services and benefits during delays

Please note: Refundmore handles only cases related to new flight tickets and not other additional expenses. 

Did you know that as an air passenger, you are entitled to meals if there is a flight delay of more than two hours? This also applies if there is a delayed flight during a layover. If you incurred expenses for food, drinks, transportation between the airport and a hotel, or phone calls due to a missed connecting flight, you are entitled to have the amount for necessary essentials reimbursed by the airline. It only requires you to keep receipts for your expenses. It might also be the case that you missed a flight during a layover late in the evening or at night. In this situation, and if the next flight departs significantly later or the next day, you have the right to be accommodated in a hotel at the airline's expense. If you miss your flight during a layover and are offered a new departure within 3 hours, you cannot demand accommodation unless your onward journey from the layover destination is not until the next day. In that scenario, you most likely have the right to accommodation. 

Below is a breakdown of what passengers become entitled to and when: 

• Short distance (up to 1500km): departure delayed over 2 hours – 2 phone calls, emails or faxes and complimentary food and refreshments 
• Medium distance (between 1500 and 3500km): departure delayed over 3 hours – 2 phone calls, emails or faxes and complimentary food and drinks 
• Long-haul (over 3500km): departure delayed over 4 hours – 2 phone calls, emails or faxes an complimentary food and drinks 

Remember to keep your receipts! 

It makes it much easier to get compensation for your expenses. However, be aware that your spending should be reasonable. Therefore, you should not choose to stay at a 5-star hotel if there is a 3-star option nearby, and you might consider a sandwich instead of a lavish dinner. Also, expenses for alcohol are never considered reasonable in this context. 

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How do I claim compensation for a missed flight connection?

Tips for layovers

If there is a delayed flight during a layover, and you arrive late at the layover destination, there isn't much you can do. However, if your first flight is only slightly delayed or you have a short layover, you can prepare a bit: 

• Keep track of your itinerary: Know when your different flights land and take off, how much time you have at the layover destination, etc. 
• Travel with carry-on luggage: If you're worried about losing your baggage during a layover, consider traveling with only carry-on luggage 
• Get an Overview: Which Gate Are You Landing at and Which Gate Do You Need to Go to? You should familiarize yourself with your itinerary, specifically identifying the gate where your flight lands and the gate for your connecting flight. It's advisable to research the distances between different gates, especially in larger airports such as London, Amsterdam, and Frankfurt 
• Avoid Breaks During Short Layovers: If you have limited time between flights, it's best to avoid stopping to buy food, drinks, or to shop. Instead, head directly to your gate 
• Ensure Possible Entry Permits: While not necessary for all destinations, if you have a layover in countries like the USA or Canada, make sure you have a valid entry permit. Without it, you could be denied entry (and consequently, you might not be eligible for compensation)