UK Regulation (EC) No 261/2004 (UK261), as applied in the Sturgeon judgment
Complain to Ryanair about a flight delayed by 3 hours or more
Three hours late at the destination is the magic number. Below that, it’s just a delay. At or above, the regulation puts a fixed sum in your account.
The law on your side
UK Regulation (EC) No 261/2004 (UK261), as applied in the Sturgeon judgment
UK261, Articles 6, 7 & 9
- The 3-hour clock runs to the arrival time at the final destination, not the scheduled departure delay.
- Compensation is owed unless the airline proves extraordinary circumstances which could not have been avoided even with all reasonable measures.
- Routine technical faults, crew shortages and IT failures generally do not qualify as extraordinary circumstances.
- You can also claim reasonable meal and refreshment costs incurred during the delay under Article 9.
What you are owed
| Situation | Remedy |
|---|---|
| Short flights up to 1,500 km | £220 |
| Medium 1,500-3,500 km | £350 |
| Long over 3,500 km, delay 3-4 hours | £260 (50% reduction) |
| Long over 3,500 km, delay 4+ hours | £520 |
Source: UK261, Articles 6, 7 & 9. Figures are the published statutory amounts at the time of writing.
Copy-paste letter template
Replace anything in [SQUARE_BRACKETS] with your details. Keep the tone factual - the citations do the heavy lifting.
Dear Ryanair Customer Relations, I am writing about flight [FLIGHT_NUMBER] from [DEPARTURE] to [ARRIVAL] on [DATE], booking reference [BOOKING_REF]. The flight arrived at the final destination [DELAY_HOURS] hours after the scheduled arrival time. Under UK Regulation (EC) No 261/2004, Article 7 (as applied to long delays in the Sturgeon judgment, retained in UK law), passengers arriving 3 or more hours late are entitled to fixed compensation, unless the carrier can prove the delay was caused by extraordinary circumstances which could not have been avoided even if all reasonable measures had been taken. Based on the flight distance of [DISTANCE_KM] km, the applicable compensation amount is £[AMOUNT]. I require: 1. Fixed compensation of £[AMOUNT] under Article 7. 2. Reimbursement of meals and refreshments incurred during the delay (receipts attached), per Article 9. If the delay was caused by extraordinary circumstances, please provide written evidence of the cause and the reasonable measures the airline took to avoid it. Please respond within 14 days. If unresolved within 8 weeks, I will refer the complaint to [ADR_SCHEME] and may then issue a claim through Money Claim Online. Claims under UK261 may be brought up to 6 years after the event in England and Wales. Yours faithfully, [FULL_NAME] [ADDRESS] [EMAIL] [PHONE]
If they ignore the first letter
- 1
Write to the airline
Cite UK261 Article 7 and the 3-hour Sturgeon principle. Include arrival time at the gate, not departure time.
8 weeks from your first complaint
- 2
Wait the 8-week window
If unresolved, escalate to the airline’s ADR scheme after 8 weeks or a deadlock letter.
8 weeks
- 3
Refer to ADR (CEDR or AviationADR)
Free to consumers, binding on the airline.
- 4
Money Claim Online
For up to £10,000. UK261 claims can be brought up to 6 years after the event in England and Wales.
Final stop: CEDR or AviationADR (the airline’s approved ADR scheme).
Quick answers
Is the 3 hours measured at takeoff or landing?
At landing - specifically when the aircraft doors are opened at the final destination. A flight that left 4 hours late but caught up in the air to land 2 hours and 30 minutes late owes nothing under Article 7.
What if my connecting flight was the one delayed?
If both flights were a single booking on the same airline, the delay at your final destination is what counts. Compensation can be claimed under UK261 even if the delay was on the second leg.
What proof do I need?
Boarding pass, booking confirmation and confirmation of the actual arrival time (a screenshot of FlightAware or the airline’s own status page is normally enough).
How far back can I claim?
Up to 6 years in England and Wales, 5 years in Scotland.
Does Ryanair have a customer service or complaints email address?
No. We couldn't find one on Ryanair's own site, so any address you see on a complaints directory isn't one Ryanair publishes. Ryanair takes complaints through the form on its own site: https://www.ryanair.com/gb/en/myryanair/feedback. Write the complaint out before you send it, and keep a dated copy of what you sent: that record is what you need to take it further. NoReply writes that complaint for you free, with the law it relies on cited. If Ryanair hasn't sorted it within 8 weeks, you can escalate free to AviationADR.
How do I complain to Ryanair?
We haven't found a complaints email address that Ryanair publishes itself, so start from the complaints route on Ryanair's own site: https://www.ryanair.com/gb/en/myryanair/feedback. Put "Formal complaint" at the top, with your account or order number, what went wrong, and the outcome you want. Keep a copy of what you send, or a note of the call with the date, so you have a paper trail. If Ryanair hasn't sorted it within 8 weeks, you can escalate free to AviationADR.
Which ombudsman handles Ryanair complaints?
Ryanair complaints can be escalated to AviationADR, free of charge, after 8 weeks or a deadlock letter. Complain to Ryanair directly first: the ombudsman only takes your case once the company has had a chance to fix it, and its decision is binding on Ryanair.
Can I complain to CAA about Ryanair?
Not for an individual dispute: the CAA regulates the industry but doesn't resolve personal complaints. Your route is to complain to Ryanair in writing, then escalate to AviationADR for a free, binding decision. You can still report Ryanair to the CAA to flag systemic problems.
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Build my Ryanair complaintDisclaimer: NoReply is an independent consumer advocacy platform. We are not affiliated with, endorsed by, or connected to Ryanair. This page summarises UK Regulation (EC) No 261/2004 (UK261), as applied in the Sturgeon judgment (UK261, Articles 6, 7 & 9) for general guidance and is not legal advice. Always check the current statutory text before acting.