Under UK law, passengers have specific rights if their flight is delayed, cancelled or if they are denied boarding. These rights are set out in UK Regulation (EC) No. 261/2004 (“UK261”).

UK261 applies to:

• Flights departing from the UK, regardless of airline; and
• Flights arriving in the UK operated by a UK or EU airline.

Right to care

Qatar Airways will provide, free of charge:

• Meals and refreshments appropriate to the waiting time
• Two phone calls or emails
• Hotel accommodation, where an overnight stay becomes necessary
• Transport between the airport and the accommodation

Refund for long delays

If your flight is delayed by 5 hours or more, you may choose not to travel and receive a refund within 7 days for:

• The unused part(s) of your journey; and
• Any part already completed, if the delay means the flight no longer serves your original travel plans.

Where relevant, you are also entitled to a return flight to your original point of departure at the earliest opportunity.

Compensation for delays

If you arrive at your final destination 3 hours or more late, you may be entitled to financial compensation, unless the airline can show that the delay was caused by extraordinary circumstances which could not have been avoided even if all reasonable measures had been taken.

If you are offered re‑routing and you reach your final destination with a delay of no more than:

• 2 hours (up to 1,500 km),
• 3 hours (1,500–3,500 km), or
• 4 hours (over 3,500 km),

the airline may reduce compensation by 50%.

If your flight is cancelled, you are entitled to choose one of the following:

• A refund, paid within 7 days; or
• Re‑routing at the earliest opportunity, under comparable transport conditions; or
• Re‑routing at a later date of your choice, subject to seat availability.

You are also entitled to the same care and assistance described above (meals, communications, hotel and transfers where necessary) while you wait.

Compensation for cancellation

You are entitled to compensation except in certain cases where sufficient advance notice or alternative arrangements were provided:

• You were informed of the cancellation at least 14 days before departure; or
• You were informed 7–14 days before departure and offered re‑routing allowing you to:
  • Depart no more than 2 hours earlier, and
  • Arrive less than 4 hours later; or
• You were informed less than 7 days before departure and offered re‑routing allowing you to:
  • Depart no more than 1 hour earlier, and
  • Arrive less than 2 hours later.

Compensation may be reduced by 50% if re‑routing results in arrival within the time limits set out above.

If you are denied boarding against your will, the airline must first ask for volunteers to give up their seats in exchange for agreed benefits.

If there are not enough volunteers and you are denied boarding, the airline must:

• Provide immediate compensation; and
• Offer you a choice between refund or re‑routing, plus care and assistance.

Compensation levels are the same as those for cancellations.

If you are upgraded to a higher cabin, the airline cannot charge any additional amount.

If you are downgraded, you are entitled to a refund, paid within 7 days, of:

• 30% of the ticket price for flights 1,500 km or less
• 50% of the ticket price for flights 1,500–3,500 km
• 75% of the ticket price for flights over 3,500 km

The airline is not required to pay compensation where a delay or cancellation is caused by extraordinary circumstances that could not have been avoided even if all reasonable measures had been taken.

However, even in such cases, passengers retain the right to care, and where applicable, the right to refund or re‑routing.

If you believe your rights under UK261 were not respected, you can submit a complaint via the Qatar Airways via our Customer feedback form.

The UK Civil Aviation Authority (CAA) is the UK National Enforcement Body responsible for air passenger rights and can provide further assistance if your complaint is not resolved. You can find more information about enforcement or seek further assistance via the CAA’s website.