Comparison of refund policies of the 10 most commonly used airlines in the United Kingdom
Booking a flight should be the beginning of an enjoyable experience. But when plans change — or when delays and cancellations occur — refund policies suddenly become crucial: not only to understand whether you can get your money back, but also how to do so without losing weeks dealing with forms, automated replies, and back-and-forth between customer support and third-party sellers.
In the United Kingdom, many passengers get stuck because they confuse three different types of claims:
Ticket refund (refund)
Compensation for service disruption (UK261, where applicable)
The result is that people often accept a voucher “for convenience,” or submit an incomplete claim that gets rejected or delayed.
In this guide, we compare the refund policies of the 10 most commonly used airlines in the United Kingdom and show you how ReFly can make the process of claiming compensation much easier: we assess your case, prepare the correct claim, and manage the process all the way through to the final outcome.
The 10 most commonly used airlines in the United Kingdom
To keep the analysis useful and applicable to real-life cases, we evaluated each airline based on key “operational” criteria:
Clarity of rules:
How easy it is to understand what you are entitled to in cases of voluntary cancellation, flight cancellation, delay, or missed connection.
Ease of the process:
Number of steps involved, need to create an account, document uploads, and claim tracking.
Options offered:
Refund to the original payment method vs vouchers/credits vs rebooking as the default option.
Handling of complex cases:
Multi-leg journeys, stopovers, codeshare/partner flights, package holidays, and tickets purchased through OTAs/travel agencies.
Customer support and consistency of responses:
How easy it is to receive a helpful, non-standardised response, especially in non-straightforward cases.
Below are the 10 most commonly used airlines in the United Kingdom, listed in order of popularity, along with a detailed analysis of their refund policies.
British Airways
Standard refund policies
British Airways offers a wide range of fares and travel classes. In general:
the lowest fares are often less flexible in cases of voluntary cancellation;
in the event of cancellations and operational changes, handling is usually well structured, but it can become complex for multi-leg itineraries.
Claim procedures
Requests are often handled through “Manage My Booking” and dedicated forms. In cases involving stopovers, partner airlines, or reissued tickets, the accuracy of the information provided (PNR, flight segments, schedules) makes a significant difference.
ReFly is particularly helpful when:
your journey includes multiple segments or partner airlines and it’s unclear what you are entitled to claim (refund, compensation, expenses)
you have been offered a voucher or a rebooking and want to understand whether you can obtain more
you want to avoid formal errors that could delay your claim
As highlighted on the page Refund and compensation for a delayed British Airways flight, ReFly manages the entire process of verifying eligibility and submitting a compensation claim for delayed or cancelled flights, including communication with customer service, which is notoriously difficult to reach.
Specific policies for cancelled flights vs delayed flights
easyJet offers full refunds for cancelled flights, while for delays it applies UK261 regulations (the post-Brexit equivalent of EU Regulation 261/2004), with compensation amounts varying based on flight distance and the length of the delay.
Online claim system
The process is generally straightforward through the dedicated page: Manage Booking
Differences between standard and flexible fares
FLEXI fares allow date changes at no additional cost and partial refunds even in cases of voluntary cancellation.
Average processing times
easyJet states that refunds are processed within 7–14 business days, but actual timelines may vary depending on several factors and the volume of claims being handled.
ReFly checks for you whether additional compensation under UK261 regulations applies — compensation that many passengers are unaware of or do not know how to claim.
Ryanair is known for its low fares, but also for relatively strict refund policies. Standard tickets are non-refundable in cases where the passenger changes their plans. Refunds are only provided for flights cancelled by the airline itself.
Claim procedures
The process requires logging into a MyRyanair account and completing a specific online form. Documents must be uploaded digitally, and the procedure can feel cumbersome for passengers who are not familiar with online tools.
Average processing times
Ryanair states that refunds are processed within 7 business days, but the experience of many passengers suggests that actual processing times can be longer, especially during periods of high demand.
How ReFly can help you with Ryanair
The ReFly team has developed specific expertise with Ryanair’s procedures, knowing exactly which documents to provide and how to structure them to maximise the chances of obtaining any compensation in cash.
TUI Airways, which specialises in charter flights and holiday packages, applies specific refund policies that often integrate the terms and conditions of full travel packages. Standard tickets are generally non-refundable, but cancellation insurance options are available to provide greater flexibility.
Integration with holiday packages
When the flight is part of a TUI holiday package, refund policies follow the terms of the full package, which are usually more flexible than flight-only bookings and protected under the ATOL (Air Travel Organiser’s Licence) scheme.
Processing times
TUI Airways states that refunds are processed within 14–28 business days, but actual timelines can extend to 30–45 days, especially for complex holiday packages.
How ReFly can help you with TUI Airways
ReFly has developed specific expertise in handling TUI Airways’ complex procedures, particularly when flights are part of a holiday package.
The service knows exactly how to navigate the different contractual terms to maximise the chances of obtaining any financial compensation, also leveraging the additional protections offered by the UK ATOL system.
Jet2, a UK-based airline focused on leisure destinations, offers relatively transparent refund policies. Standard tickets allow changes for a fee, while “Flex” fares provide greater flexibility.
Online claim system
The airline offers a relatively simple and intuitive online request system through the “Manage My Booking” section of its official website.
Processing times
Jet2 states that refunds are processed within 10–14 business days, and user experience generally confirms these timelines.
Customer service approach
Jet2 stands out for a customer service approach that is generally more passenger-focused than many other low-cost airlines, with greater willingness to consider individual circumstances.
How ReFly can help you with Jet2
ReFly has developed specific expertise with Jet2’s procedures, knowing exactly how to structure claims to maximise the chances of obtaining compensation.
The service is particularly useful for complex cases involving special circumstances, where Jet2’s potential flexibility can be leveraged to the fullest.
As a premium airline, Virgin Atlantic offers more flexible refund policies, especially for Upper Class and Premium cabins. Economy tickets also come with multiple levels of flexibility.
Compensation system
In addition to refunds, Virgin Atlantic provides a well-structured compensation system that may include meal vouchers, hotel accommodation, and alternative transport when required.
Processing times
Refunds are generally processed within 7–14 business days, with efficient and transparent communication throughout the process.
Focus on transatlantic flights
Refund policies are particularly detailed for transatlantic routes, which represent the airline’s core business, with specific procedures for codeshare flights operated in partnership with Delta Air Lines.
How ReFly can help you with Virgin Atlantic
ReFly has developed specific expertise in Virgin Atlantic’s compensation policies for delayed or cancelled flights, which is especially valuable for transatlantic journeys.
The service also has in-depth knowledge of the specific US regulations that apply to flights to and from the United States.
Although Emirates is not a British airline, it is among the most widely used carriers for long-haul flights from the United Kingdom. It offers refund policies that vary depending on fare type and travel class, with particular focus on routes to the Middle East and Asia.
Specifics for multi-leg itineraries
The airline has detailed procedures for multi-leg flights, with specific policies for cases involving partial cancellations of an itinerary.
Processing times
Refunds are generally processed within 14–30 days, with timelines that can vary significantly depending on the country where the ticket was issued.
How ReFly can help you with Emirates
ReFly has developed specific expertise in handling Emirates’ procedures, which are particularly complex for itineraries involving multiple segments and different countries.
The service knows exactly how to navigate the various applicable regulations (UK, EU, and Gulf countries) to maximise the chances of obtaining compensation for flight cancellations or delays.
Wizz Air, a Hungarian low-cost airline widely used in the United Kingdom, applies relatively restrictive refund policies. Standard tickets are non-refundable unless the flight is cancelled by the airline.
WIZZ Flex system
The paid WIZZ Flex option allows you to cancel your flight up to 3 hours before departure and receive a full refund, making it an attractive alternative for passengers seeking greater flexibility.
Processing times
Wizz Air states that refunds are processed within 14–30 days, but in practice timelines can extend to 30–45 days.
Procedure complexity
The refund request process can be complex, with frequent reports from passengers about difficulties and delays.
How ReFly can help you with Wizz Air
ReFly has developed specific expertise in handling Wizz Air’s procedures, which are notoriously complex and often a source of frustration for passengers. The service knows exactly how to navigate the airline’s compensation claim system for delayed or cancelled flights and how to effectively challenge unjustified rejections.
Aer Lingus, an Irish airline widely used for travel between the United Kingdom and Ireland, offers relatively transparent refund policies with several options depending on the fare selected.
Specifics for UK–Ireland regional flights
The airline has dedicated procedures for regional flights between the UK and Ireland, which make up a significant part of its operations.
Processing times
Refunds are generally processed within 7–14 business days, with relatively efficient communication.
How ReFly can help you with Aer Lingus
ReFly has in-depth knowledge of Aer Lingus’ compensation policies and the specific characteristics of UK–Ireland regional flights. The service is particularly useful for navigating post-Brexit complexities, ensuring the correct application of either UK261 or EU Regulation 261/2004 depending on the specific itinerary.
Qatar Airways stands out in the international aviation sector for its particularly passenger-friendly refund policies, especially on long-haul routes and in premium cabins. This flexibility is a defining feature of the Qatari airline and reinforces its reputation for excellence in customer service.
Flexibility on intercontinental flights
On intercontinental routes, Qatar Airways adopts a notably more generous approach than many competitors. Even standard Economy fares often come with favourable refund conditions, with limited penalties for cancellations made with sufficient notice. “Flexi” fares offer near-full refunds with minimal deductions.
A distinctive aspect of Qatar Airways’ policy is its consideration of documented unforeseen circumstances. In situations such as medical issues or family emergencies, the airline may assess refund requests even for tickets that are technically non-refundable, demonstrating a level of passenger care that goes beyond industry standards.
Qatar Airways has also introduced more flexible temporary policies in response to major global events, showing a strong ability to adapt quickly to travellers’ needs. This combination of already generous standard policies and openness to exceptional cases makes Qatar Airways a preferred choice for passengers seeking not only comfort but also greater security when planning international travel.
Differences compared to European airlines
Unlike European carriers, Qatar Airways is not subject to UK261 regulations for flights departing from non-EU countries, and instead applies internal policies that may be less advantageous in some cases.
Compensation for significant disruptions
In the event of major disruptions, Qatar Airways typically offers compensation in the form of hotel accommodation, meals, and alternative transport. However, cash compensation is generally lower than what is provided under European regulations.
Tendency towards refunds for airline cancellations
4/5
Yes
0–40 €
easyJet
7–25 days
Balanced, case-dependent
4/5
No
18–35 €
Ryanair
7–30 days
Strong tendency towards vouchers
2/5
No
24–60 €
TUI Airways
14–45 days
Tendency towards vouchers for package holidays
2/5
Yes
18–53 €
Jet2
7–21 days
Balanced, case-dependent
3/5
Yes
12–40 €
Virgin Atlantic
7–21 days
Tendency towards refunds for premium classes
4/5
Yes
0–35 €
Emirates
14–40 days
Balanced, class-dependent
3/5
Yes
0–47 €
Wizz Air
14–45 days
Strong tendency towards vouchers
2/5
No
18–60 €
Aer Lingus
7–21 days
Balanced, case-dependent
3/5
Yes
6–35 €
Qatar Airways
14–30 days
Tendency towards refunds for premium classes
3/5
Yes
0–40 €
With ReFly
7–21 days
Strong focus on cash refunds whenever possible
5/5
Yes
Included in the service
Note: Conversion from pounds to euros is based on the average exchange rate. Actual amounts may vary depending on currency fluctuations and updates to airline policies.
Practical tips
How to maximise your chances of obtaining a full refund
Keep all documentation: Tickets, receipts, airline communications, and screenshots of any delay or cancellation notifications.
Act promptly: Most airlines impose strict time limits for submitting refund requests.
Quote the correct regulation: For flights departing from the EU, always refer to EC Regulation 261/2004.
Document the disruption: Photos, receipts for additional expenses, and statements from other passengers can strengthen your claim.
Required documentation for each airline
Copy of the ticket or booking confirmation
Passenger identification document
Bank account details for payment
Specific documentation of the disruption (delay or cancellation notices, etc.)
Common mistakes to avoid during the claim process
Missing deadlines: Many airlines have limited time windows for submitting claims.
Incomplete documentation: Missing tickets, receipts, or other essential documents.
Duplicate claims: Submitting multiple requests can cause confusion and delays.
Poor communication: Using unofficial or non-trackable channels.
Accepting vouchers when you are entitled to a cash refund: Many airlines offer vouchers as the first option, even when the law provides for monetary refunds.
Financial compensation for delayed flights
Many passengers are unaware that they can claim a financial compensation in addition to a ticket refund. It is important to highlight that these two claims can be pursued in parallel.
When your flight is significantly delayed, you may be entitled to receive compensation. Under EU Regulation 261/2004, you can claim up to £520 for delays of more than 3 hours, with the amount varying depending on the flight distance. Always keep all travel documentation to support your claim.
To start the compensation process for a delayed flight, you have two options: contact the airline directly or rely on ReFly’s professional services, which will manage the entire process on your behalf.
ReFly will provide you with complete information about your passenger rights in the event of a delay and will handle the entire claim if you are entitled to compensation.
The amount of financial compensation is calculated based on the flight distance and the length of the delay, according to three possible scenarios:
£220
The £220 compensation for a delayed flight specifically applies to flights of less than 1500 km.
£350
The £350 compensation for a delayed flight applies to flights between 1,500 km and 3,500 km.
£520
The £520 compensation for a delayed flight applies to flights over 3500 km.
It only takes 2 minutes
How can I get my compensation?
Here's how to do it in 3 simple steps:
1
Send the claim request
It only takes 1 minute to discover the amount of your compensation.
2
We work for your rights
Our legal team will collaborate with the airlines and authorities regarding your case.
3
Receive your compensation
As soon as we win the lawsuit, you will receive the money in your bank account
ReFly is your strategic partner for securing the compensation you are entitled to. Here are our key services:
Full claim management: ReFly handles the entire bureaucratic process, from collecting the required documentation to communicating with the airline.
Legal expertise and experience: Thanks to our industry experience, ReFly has in-depth knowledge of European and international regulations and knows how to deal with airline rejections or delays.
Total peace of mind for passengers: You won’t need to worry about filling out complex forms or following lengthy procedures. ReFly takes care of every detail.
Pay only in case of success: ReFly follows a “no win, no fee” policy. You pay a commission only if your compensation claim is successful.
Accelerated compensation: Thanks to its network and industry knowledge, ReFly shortens the time needed to obtain compensation compared to handling a claim on your own.
Assistance in multiple languages: ReFly provides support in several languages, making communication easier even for international passengers.
Clarity and continuous updates: At every stage of the process, ReFly keeps you informed about the status of your claim, ensuring full transparency.
Why choose ReFly to obtain your compensation?
Many passengers give up on claiming compensation because they fear complex bureaucratic procedures or doubt the chances of success.
With ReFly, the entire process becomes simple and fast. You can start the procedure online in just a few minutes. Check your eligibility for compensation immediately by entering your flight details in this form.
Don’t let a delayed flight ruin your travel experience: rely on ReFly to obtain the compensation you deserve!
Learn more about:
Passenger rights in case of flight delays or cancellations
Special situations and how to handle them in the UK context
Airline staff strikes
Strikes are relatively common in the UK aviation sector, and UK case law has followed the European interpretation that airline staff strikes are not considered “extraordinary circumstances”.
This means passengers are entitled to compensation in cases of cancellations or significant delays caused by internal strikes.
How ReFly can help: The service constantly monitors developments in UK case law on this issue and knows exactly how to challenge refund refusals based on incorrect interpretations of the rules. ReFly has successfully handled numerous cases related to strikes involving British Airways and other UK airlines.
UK-specific weather conditions
The United Kingdom is known for its variable weather conditions, which often cause delays and cancellations. However, not all adverse weather conditions are considered “extraordinary circumstances”.
Fog in London, for example, is a foreseeable event and does not always justify exemption from compensation.
How ReFly can help: The service has access to a database of historical weather conditions and relevant UK court rulings, allowing it to effectively challenge refund refusals based on weather-related justifications.
ATOL protection for package holidays
The ATOL (Air Travel Organiser’s Licence) system is a UK-specific protection that provides financial security for consumers who purchase package holidays.
In the event of a tour operator’s insolvency, ATOL guarantees refunds or repatriation.
How ReFly can help: The service has in-depth knowledge of how the ATOL system works and can guide passengers in using this protection when applicable, in addition to the rights provided under UK261 regulations.
The role of UK airports in refund procedures
Specifics of Heathrow and other major hubs
UK airports, particularly Heathrow as one of the busiest in the world, have developed specific systems for managing passenger disruptions:
Dedicated desks for handling delays and cancellations
Integrated information systems providing real-time updates
Staff specialised in handling refund requests
Specific procedures for managing lost luggage
How ReFly leverages this infrastructure: The service maintains direct contacts with passenger assistance offices at major UK airports, facilitating the collection of documentation and speeding up refund procedures.
This article was written in January 2026 and the policies described are up to date as of the publication date. For more recent information, please consult the dedicated pages for each airline.
Remember that refund policies can change rapidly, especially in response to global events or regulatory changes. Always check the latest conditions before booking a flight.
In the United Kingdom, it is particularly important to keep in mind that post-Brexit legislation is still evolving, with potential changes to UK261 regulations that may affect passenger rights in the coming years.
Frequently asked questions about refunds and compensation for flight delays
According to EC Regulation 261/2004, you are entitled to compensation for flights delayed by at least 3 hours. For international flights covered by the Montreal Convention, there is no minimum delay threshold, but you must prove that the delay caused you financial damage.
For international flights covered by the Montreal Convention, keep your boarding pass, request information about the reason for the delay, and retain receipts for any extraordinary expenses caused by the disruption.
Yes, if your international flight includes a stopover in a European Union country, you may be entitled to additional compensation under EC Regulation 261/2004.
No, if the airline offers you an alternative flight in a higher class, you are not required to pay any fare difference. If the class is lower, you may be entitled to a refund of between 30% and 70% of the ticket price.
Yes, your rights remain unchanged. You can choose to contact either the airline or the agency directly, but the process is often more complex. ReFly can efficiently handle these cases by liaising with both parties. In the United Kingdom, always check that the agency is protected by ATOL for added security.
Under UK261 regulations, you have up to 6 years in England and Wales (5 years in Scotland) to claim compensation, a significantly longer period compared to many European countries. While it is always advisable to act as soon as possible, UK courts are generally passenger-friendly even when claims are not made immediately.
Yes, for events such as extreme weather conditions or political instability. However, aircraft technical issues or airline staff strikes are not considered extraordinary circumstances under UK case law, which largely follows precedents set by the European Court of Justice prior to Brexit. ReFly always verifies the legitimacy of these exceptions and challenges incorrect airline interpretations.
You always have the right to choose between cash compensation and a voucher. Vouchers may sometimes offer higher value, but it is important to carefully consider their validity and usage restrictions.
If you paid by credit card, you may be able to request a chargeback. Otherwise, you will need to register as a creditor in the bankruptcy proceedings. This is another situation where ReFly’s assistance can be particularly valuable.
Your core passenger rights have largely remained the same, with UK261 replacing EC Regulation 261/2004. The main differences relate to the currency of compensation (pounds instead of euros), certain procedural details, and the competent authority (the CAA instead of European bodies). ReFly stays constantly up to date on these changes and knows how to use them to your advantage.
Missed connection cases have become more complex after Brexit, especially when routes involve travel both inside and outside the EU. If the entire itinerary was booked with a single airline, responsibility generally lies with the airline that caused the initial delay. ReFly has developed specific expertise in these complex post-Brexit cases, knowing exactly which regulation (UK261 or EC Regulation 261/2004) applies to each segment.
If you haven't found the answers you were looking for, contact us!
ReFly operates in accordance with regulations
related to passenger rights
Only a few air travelers are aware of their rights, and many of them lack the legal understanding necessary to claim compensation for flight delays. Even if they are aware of their rights, the process of requesting compensation from airlines can be challenging.
British Airways
easyJet
Ryanair
TUI Airways
Jet2
Virgin Atlantic
Emirates
Wizz Air
Aer Lingus
Qatar Airways
