Passenger Rights UK Regulation UK261

UK Regulation 261 sets out your rights regarding assistance and compensation in the event of itinerary changes due to over-sale, flight cancellations, delays of two hours or more, and downgrades.
Japan Airlines, as a carrier operating from the UK, is compliant with the regulation on our operating flights departing from UK airports.

The details of our basic policy are described below. For Code Share Flights operated by a partner airline, please contact the operating carrier.

1. Denied Boarding caused by an over-sale situation

JAL may ask you to change your flight due to an over-sale situation.

  • JAL will book an alternative route to minimize the disruption to your journey.
  • If JAL was not able to inform you of the over-sale situation before the day of departure and you are asked to wait for a prolonged wait at the airport until the departure time of the alternative flight, JAL will provide meal vouchers that will be available to use at the airport.
  • If the alternative flight is on the following day and accommodation is required, JAL will provide accommodation (hotel including dinner and breakfast, 2 x 3 minutes International calls) and transportation between the airport and hotel or alternatively, transportation expenses.
  • If you have been denied boarding against your will, JAL will compensate according to the UK Regulation. When the scheduled arrival time of the alternative flight provided is:
    *less than 4 hours: GBP260
    *4 hours or more : GBP520
    If you have been denied boarding against your will and you would like to cancel your itineraries and request reimbursement, JAL will compensate GBP520 according to the UK Regulation.

2. Cancellation

 In case of a JAL flight cancellation, JAL will accommodate as below in addition to trying to book the most convenient alternative route.

  • If JAL was not able to inform you of the alternative flight before the day of departure and you are asked to wait for a prolonged wait at the airport until the departure time of the alternative flight, JAL will provide meal vouchers that will be available to use at the airport.
  • If the alternative flight is on the following day and accommodation is required, JAL will provide accommodation (hotel including dinner and breakfast, 2 x 3 minutes international calls) and transportation between the airport and hotel; or alternatively, transportation expenses.
  • If you are informed of cancellations between 7 days and 2 weeks prior to the scheduled time of departure and offered alternative flights which enable you to depart 2 hours or more earlier than the original departure time, or reach your final destination 4 hours or more later than the original arrival time, JAL will compensate GBP520 according to the UK Regulation.
  • If you are informed of any cancellation less than 7 days prior to the scheduled time of departure and offered alternative flights which enable you to depart 1 hour or more earlier than the original departure time, or reach your final destination 2 hours or more later than the original arrival time, we will compensate you in accordance with UK Regulation as follows, based on the extent of the delay.
    *less than 4 hours : GBP260
    *4 hours or more : GBP520
    If you would like to cancel itineraries and request reimbursement, JAL will compensate GBP520 according to the UK Regulation.

However, compensation is not applicable if the cancellation has occurred due to ‘Extraordinary Circumstances’ which is defined by UK Regulation.

3. Long Delay

In cases of long delays, JAL will accommodate as below.

  • If JAL was not able to inform you of the alternative flight before the day of departure and you are asked to wait for 4 hours or more at the airport until the departure time of the alternative flight, JAL will provide meal vouchers that will be available to use at the airport.
  • If the flight is delayed for 4 hours or more, and the alternative flight is on the following dat and accommodation is required, JAL will provide accommodation (hotel including dinner and breakfast, 2 x 3 minutes international calls)and transportation between the airport and hotel or alternatively, transportation expenses.
  • If the flight is delayed for 5 hours or more, JAL will try to book an alternative flight. The reimbursement of the full ticket price is also available for passengers, in accordance with each ticket rule, should you prefer to cancel your journey.
  • If the flight delay causes you to arrive 3 hours or more later than your original itinerary at your final destination, you may be entitled to compensation as below:
    *less than 4 hours : GBP260
    *4 hours or more : GBP520

However, compensation is not applicable if the cancellation has occurred due to ‘Extraordinary Circumstances’ which is defined by UK Regulation.

4. Downgrade

When JAL has no choice to downgrade you on our operated flights, JAL will compensate 75% of the price of the fare for the downgraded segment according to the UK Regulation.

How to claim

JAL Website

Refer to ‘Comment to JAL’

Click 'Submit online form', select 'Feedback and comment on the boarding flight'and enter information below for inquiries.

  • Flight date
  • Flight number
  • Passenger name
  • Reservation number(alpha/numeric 6 digit)or e-ticket number(13 digit) of JAL operating flight from the UK.

Japan Airlines Co.,Ltd.