Open data · Rules
UK claims rules
Every rule Untap applies when it checks a late train, a delayed or cancelled flight or a Transport for London charge. One record per rule, each with the pages it was read from, the date it was last checked and a version that changes when the rule does. The checks on this site and the tools assistants call read these same records.
90 rules · version 2026-10-05.65c95941 · last changed 5 October 2026
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- Train operators · 23 rules · JSON · CSV
- Airlines · 34 rules · JSON · CSV
- Transport for London · 17 rules · JSON · CSV
- Schemes and time limits · 16 rules · JSON · CSV
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Untap (2026). Untap UK claims rules: Delay Repay, UK261 and EU261, TfL refunds and dispute schemes. Version 2026-10-05.65c95941. Licensed under CC BY 4.0. https://untap.money/open-data/rules
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23 rules · last changed 30 September 2026
Train operators
Delay Repay for each British train operator: threshold, payout tiers, the 120-minute return rule, claim deadline, claim form and automatic schemes.
| Rule | What it says | Official link | Last checked | Sources |
|---|---|---|---|---|
Avanti West Coast rail_operator/VT | Pays from 15 minutes late: 25% of the single fare from 15 minutes, 50% from 30, 100% from 60. On a return ticket, one direction 120 minutes or more late pays the whole return fare. A cancelled journey is refunded at 100% of the single fare. Claim within 28 days on the operator’s own form. | Claim form | 30 September 2026 Read on the official page | v ba672f76a4ca |
c2c rail_operator/CC | Pays from 15 minutes late: 25% of the single fare from 15 minutes, 50% from 30, 100% from 60. On a return ticket, one direction 120 minutes or more late pays the whole return fare. A cancelled journey is refunded at 100% of the single fare. Claim within 28 days on the operator’s own form. | Claim form | 30 September 2026 Read on the official page | v b65bb290b7a6 |
Chiltern Railways rail_operator/CH | Pays from 15 minutes late: 25% of the single fare from 15 minutes, 50% from 30, 100% from 60. On a return ticket, one direction 120 minutes or more late pays the whole return fare. A cancelled journey is refunded at 100% of the single fare. Claim within 28 days on the operator’s own form. | Claim form | 30 September 2026 Read on the official page | v edaa677c754a |
East Midlands Railway rail_operator/EM | Pays from 15 minutes late: 25% of the single fare from 15 minutes, 50% from 30, 100% from 60. On a return ticket, one direction 120 minutes or more late pays the whole return fare. A cancelled journey is refunded at 100% of the single fare. Claim within 28 days on the operator’s own form. | Claim form | 30 September 2026 Read on an archived copy of the official page | v 708a8fb04724 |
Gatwick Express rail_operator/GX | Pays from 15 minutes late: 25% of the single fare from 15 minutes, 50% from 30, 100% from 60. On a return ticket, one direction 120 minutes or more late pays the whole return fare. A cancelled journey is refunded at 100% of the single fare. Claim within 28 days on the operator’s own form. | Claim form | 30 September 2026 Read on the official page | v 432329b7660a |
Great Northern rail_operator/GN | Pays from 15 minutes late: 25% of the single fare from 15 minutes, 50% from 30, 100% from 60. On a return ticket, one direction 120 minutes or more late pays the whole return fare. A cancelled journey is refunded at 100% of the single fare. Claim within 28 days on the operator’s own form. | Claim form | 30 September 2026 Read on the official page | v 75ab35788730 |
Great Western Railway rail_operator/GW | Pays from 15 minutes late: 25% of the single fare from 15 minutes, 50% from 30, 100% from 60. On a return ticket, one direction 120 minutes or more late pays the whole return fare. A cancelled journey is refunded at 100% of the single fare. Claim within 28 days on the operator’s own form. | Claim form | 30 September 2026 Read on the official page | v 79860ac2c7c3 |
Greater Anglia rail_operator/LE | Pays from 15 minutes late: 25% of the single fare from 15 minutes, 50% from 30, 100% from 60. On a return ticket, one direction 120 minutes or more late pays the whole return fare. A cancelled journey is refunded at 100% of the single fare. Claim within 28 days on the operator’s own form. | Claim form | 30 September 2026 Read on an archived copy of the official page | v 7916ba564cd7 |
Northern Trains rail_operator/NT | Pays from 15 minutes late: 25% of the single fare from 15 minutes, 50% from 30, 100% from 60. On a return ticket, one direction 120 minutes or more late pays the whole return fare. A cancelled journey is refunded at 100% of the single fare. Claim within 28 days on the operator’s own form. | Claim form | 30 September 2026 Read on the official page | v f1e896ce223b |
South Western Railway rail_operator/SW | Pays from 15 minutes late: 25% of the single fare from 15 minutes, 50% from 30, 100% from 60. On a return ticket, one direction 120 minutes or more late pays the whole return fare. A cancelled journey is refunded at 100% of the single fare. Claim within 28 days on the operator’s own form. | Claim form | 30 September 2026 Read on the official page | v 87d25c47d0d3 |
Southeastern rail_operator/SE | Pays from 15 minutes late: 25% of the single fare from 15 minutes, 50% from 30, 100% from 60. On a return ticket, one direction 120 minutes or more late pays the whole return fare. A cancelled journey is refunded at 100% of the single fare. Claim within 28 days on the operator’s own form. | Claim form | 30 September 2026 Read on the official page | v 80688d96fdd2 |
Southern rail_operator/SN | Pays from 15 minutes late: 25% of the single fare from 15 minutes, 50% from 30, 100% from 60. On a return ticket, one direction 120 minutes or more late pays the whole return fare. A cancelled journey is refunded at 100% of the single fare. Claim within 28 days on the operator’s own form. | Claim form | 30 September 2026 Read on the official page | v 709b65e6dc68 |
Thameslink rail_operator/TL | Pays from 15 minutes late: 25% of the single fare from 15 minutes, 50% from 30, 100% from 60. On a return ticket, one direction 120 minutes or more late pays the whole return fare. A cancelled journey is refunded at 100% of the single fare. Claim within 28 days on the operator’s own form. | Claim form | 30 September 2026 Read on the official page | v 7261f6112111 |
TransPennine Express rail_operator/TP | Pays from 15 minutes late: 25% of the single fare from 15 minutes, 50% from 30, 100% from 60. On a return ticket, one direction 120 minutes or more late pays the whole return fare. A cancelled journey is refunded at 100% of the single fare. Claim within 28 days on the operator’s own form. | Claim form | 30 September 2026 Read on the official page | v 85f5ef885a34 |
Transport for Wales rail_operator/AW | Pays from 15 minutes late: 25% of the single fare from 15 minutes, 50% from 30, 100% from 60. On a return ticket, one direction 120 minutes or more late pays the whole return fare. A cancelled journey is refunded at 100% of the single fare. Claim within 28 days on the operator’s own form. | Claim form | 30 September 2026 Read on the official page | v 998e01feebf6 |
West Midlands Railway rail_operator/LM | Pays from 15 minutes late: 25% of the single fare from 15 minutes, 50% from 30, 100% from 60. On a return ticket, one direction 120 minutes or more late pays the whole return fare. A cancelled journey is refunded at 100% of the single fare. Claim within 28 days on the operator’s own form. | Claim form | 30 September 2026 Could not be read, so not verified | v 414055d1ff7a |
London Northwestern Railway rail_operator/LN | Pays from 15 minutes late: 25% of the single fare from 15 minutes, 50% from 30, 100% from 60. On a return ticket, one direction 120 minutes or more late pays the whole return fare. A cancelled journey is refunded at 100% of the single fare. Claim within 28 days on the operator’s own form. | Claim form | 30 September 2026 Could not be read, so not verified | v a0c7eadd15d0 |
CrossCountry rail_operator/XC | Pays from 30 minutes late: 50% of the single fare from 30 minutes, 100% from 60. On a return ticket, one direction 120 minutes or more late pays the whole return fare. A cancelled journey is refunded at 100% of the single fare. Claim within 28 days on the operator’s own form. | Claim form | 30 September 2026 Read on an archived copy of the official page | v 7a2d9b839fd0 |
LNER rail_operator/GR | Pays from 30 minutes late: 50% of the single fare from 30 minutes, 100% from 60. On a return ticket, one direction 120 minutes or more late pays the whole return fare. A cancelled journey is refunded at 100% of the single fare. Claim within 28 days on the operator’s own form. | Claim form | 30 September 2026 Read on the official page | v c04615149a82 |
ScotRail rail_operator/SR | Pays from 30 minutes late: 50% of the single fare from 30 minutes, 100% from 60. On a return ticket, one direction 120 minutes or more late pays the whole return fare. A cancelled journey is refunded at 100% of the single fare. Claim within 28 days on the operator’s own form. | Claim form | 30 September 2026 Read on an archived copy of the official page | v 8b73d7510b71 |
Lumo rail_operator/LD | Pays from 30 minutes late: 50% of the single fare from 30 minutes, 100% from 60. On a return ticket, the most paid for one direction is half the return fare. A cancelled journey is refunded at 100% of the single fare. Claim within 28 days on the operator’s own form. | Claim form | 30 September 2026 Read on the official page | v 9ee5d29885ec |
Hull Trains rail_operator/HT | Pays from 30 minutes late: 50% of the single fare from 30 minutes, 100% from 60. On a return ticket, the most paid for one direction is half the return fare. A cancelled journey is refunded at 100% of the single fare. Claim within 28 days on the operator’s own form. | Claim form | 30 September 2026 Read on the official page | v 127bb5bd87a4 |
Caledonian Sleeper rail_operator/CS | Pays from 30 minutes late: 50% of the single fare from 30 minutes, 100% from 60. On a return ticket, one direction 120 minutes or more late pays the whole return fare. A cancelled journey is refunded at 100% of the single fare. Claim within 28 days on the operator’s own form. | Claim form | 30 September 2026 Read on the official page | v 5eef449bffbc |
34 rules · last changed 4 October 2026
Airlines
Where to claim UK261 and EU261 compensation from each airline, whether the claim page is verified, and the dispute scheme a refused claim goes to.
| Rule | What it says | Official link | Last checked | Sources |
|---|---|---|---|---|
British Airways airline/BA | Claim on the airline’s own form. A refused claim can go to CEDR (Centre for Effective Dispute Resolution). | Claim page | 30 September 2026 Read on an archived copy of the official page | v 2818c7543023 |
easyJet airline/U2 | Claim on the airline’s own form. A refused claim can go to AviationADR. | Claim page | 30 September 2026 Read on the official page | v 270e3fbfea15 |
Jet2 airline/LS | Claim on the airline’s own form. It is in no dispute scheme, so a refused UK261 claim goes to the Civil Aviation Authority’s complaints team. | Claim page | 30 September 2026 Read on an archived copy of the official page | v d5ef8ccba37c |
TUI Airways airline/BY | Claim on the airline’s own form. A refused claim can go to AviationADR. | Claim page | 30 September 2026 Read on the official page | v b58ffec5777d |
Virgin Atlantic airline/VS | Claim on the airline’s own form. A refused claim can go to AviationADR. | Claim page | 30 September 2026 Read on the official page | v 99e9a00a92eb |
Loganair airline/LM | Claim on the airline’s own form. It is in no dispute scheme, so a refused UK261 claim goes to the Civil Aviation Authority’s complaints team. | Claim page | 30 September 2026 Read on an archived copy of the official page | v 7fa5eb09d619 |
Ryanair airline/FR | Claim on the airline’s own form. A refused claim can go to AviationADR. | Claim page | 30 September 2026 Read on an archived copy of the official page | v c80d8abc115a |
Wizz Air airline/W6 | Claim on the airline’s own form. A refused claim can go to AviationADR. | Claim page | 30 September 2026 Read on the official page | v e0204e38731f |
Aer Lingus airline/EI | Claim on the airline’s own form. It is in no dispute scheme, so a refused UK261 claim goes to the Civil Aviation Authority’s complaints team. | Claim page | 4 October 2026 Read on the official page | v bba3185cf260 |
KLM airline/KL | Claim on the airline’s own form. A refused claim can go to AviationADR. | Claim page | 30 September 2026 Read on an archived copy of the official page | v b312354da531 |
Air France airline/AF | Claim on the airline’s own form. A refused claim can go to AviationADR. | Claim page | 30 September 2026 Read on an archived copy of the official page | v 7cf678b5313b |
Lufthansa airline/LH | The airline’s claim page was seen only in search results and is not verified. A refused claim can go to Schlichtung Reise & Verkehr (a German dispute scheme). | Claim page Not verified | 30 September 2026 Seen in search results only, not verified | v 98e2e1f73c7c |
Swiss International Air Lines airline/LX | Claim on the airline’s own form. A refused claim can go to Schlichtung Reise & Verkehr (a German dispute scheme). | Claim page | 30 September 2026 Read on the official page | v e333ab1de197 |
Austrian Airlines airline/OS | Claim on the airline’s own form. A refused claim can go to Schlichtung Reise & Verkehr (a German dispute scheme). | Claim page | 30 September 2026 Read on an archived copy of the official page | v cd60aa886e49 |
Vueling airline/VY | Claim on the airline’s own form. It is in no dispute scheme, so a refused UK261 claim goes to the Civil Aviation Authority’s complaints team. | Claim page | 30 September 2026 Read on the official page | v 972c7bd27e59 |
Iberia airline/IB | Claim on the airline’s own form. It is in no dispute scheme, so a refused UK261 claim goes to the Civil Aviation Authority’s complaints team. | Claim page | 30 September 2026 Read on an archived copy of the official page | v f0df1bbcdcbf |
SAS Scandinavian Airlines airline/SK | Claim on the airline’s own form. A refused claim can go to CEDR (Centre for Effective Dispute Resolution). | Claim page | 30 September 2026 Read on an archived copy of the official page | v 95af2100374f |
Norwegian airline/DY | Claim on the airline’s own form. It is in no dispute scheme, so a refused UK261 claim goes to the Civil Aviation Authority’s complaints team. | Claim page | 4 October 2026 Read on an archived copy of the official page |
v 4ecfcc9aa0c8 |
Eurowings airline/EW | Claim on the airline’s own form. It is in no dispute scheme, so a refused UK261 claim goes to the Civil Aviation Authority’s complaints team. | Claim page | 4 October 2026 Read on an archived copy of the official page | v a3943b63080d |
Transavia airline/HV | Claim on the airline’s own form. It is in no dispute scheme, so a refused UK261 claim goes to the Civil Aviation Authority’s complaints team. | Claim page | 30 September 2026 Read on an archived copy of the official page | v 16cba864e9fc |
Finnair airline/AY | Claim on the airline’s own form. It is in no dispute scheme, so a refused UK261 claim goes to the Civil Aviation Authority’s complaints team. | Claim page | 30 September 2026 Read on the official page | v 1bbd57239554 |
ITA Airways airline/AZ | Claim on the airline’s own form. It is in no dispute scheme, so a refused UK261 claim goes to the Civil Aviation Authority’s complaints team. | Claim page | 30 September 2026 Read on an archived copy of the official page | v 868573ac98b9 |
TAP Air Portugal airline/TP | Claim on the airline’s own form. A refused claim can go to AviationADR. | Claim page | 30 September 2026 Read on the official page | v 5d5dfdc6f7d8 |
LOT Polish Airlines airline/LO | Claim on the airline’s own form. It is in no dispute scheme, so a refused UK261 claim goes to the Civil Aviation Authority’s complaints team. | Claim page | 30 September 2026 Read on an archived copy of the official page | v b93bca068b52 |
Aegean Airlines airline/A3 | Claim on the airline’s own form. It is in no dispute scheme, so a refused UK261 claim goes to the Civil Aviation Authority’s complaints team. | Claim page | 30 September 2026 Read on an archived copy of the official page | v 05fc7c549659 |
Pegasus Airlines airline/PC | Untap has not found the airline’s claim page. It is in no dispute scheme, so a refused UK261 claim goes to the Civil Aviation Authority’s complaints team. | None Not verified | 30 September 2026 Could not be read, so not verified | v 33e50e963c57 |
Emirates airline/EK | Claim on the airline’s own form. It is in no dispute scheme, so a refused UK261 claim goes to the Civil Aviation Authority’s complaints team. | Claim page | 30 September 2026 Read on the official page | v 435829bdc901 |
Qatar Airways airline/QR | Claim on the airline’s own form. It is in no dispute scheme, so a refused UK261 claim goes to the Civil Aviation Authority’s complaints team. | Claim page | 30 September 2026 Read on the official page | v fea41d4fd419 |
Etihad Airways airline/EY | Claim on the airline’s own form. It is in no dispute scheme, so a refused UK261 claim goes to the Civil Aviation Authority’s complaints team. | Claim page | 30 September 2026 Read on the official page | v 34fe367d6ebc |
Turkish Airlines airline/TK | The airline’s claim page was seen only in search results and is not verified. A refused claim can go to AviationADR. | Claim page Not verified | 30 September 2026 Seen in search results only, not verified | v accac024e257 |
American Airlines airline/AA | Claim on the airline’s own form. It is in no dispute scheme, so a refused UK261 claim goes to the Civil Aviation Authority’s complaints team. | Claim page | 30 September 2026 Read on the official page | v dada9e76d681 |
United Airlines airline/UA | The airline’s claim page was seen only in search results and is not verified. It is in no dispute scheme, so a refused UK261 claim goes to the Civil Aviation Authority’s complaints team. | Claim page Not verified | 30 September 2026 Seen in search results only, not verified | v dcdb39fe203e |
Delta Air Lines airline/DL | Claim on the airline’s own form. A refused claim can go to AviationADR. | Claim page | 30 September 2026 Read on the official page | v cf4c6375474a |
Air Canada airline/AC | Claim on the airline’s own form. A refused claim can go to AviationADR. | Claim page | 30 September 2026 Read on the official page | v 5d3eda3aca4b |
17 rules · last changed 5 October 2026
Transport for London
TfL refund rules: incomplete journeys, the Hopper fare, capping, service delays and unused credit.
| Rule | What it says | Official link | Last checked | Sources |
|---|---|---|---|---|
Incomplete journeys tfl/incomplete-journey-window | Claim a refund for an incomplete journey within 8 weeks of the date of travel. | TfL page | 5 October 2026 Read on the official page | v 59cadea1fc5d |
Incomplete journeys tfl/incomplete-journey-amount | The refund is the difference between the maximum fare charged and the fare for the journey you actually made. | TfL page | 30 September 2026 Stated in our guide, not on an official page | v 73f576f55e59 |
Incomplete journeys tfl/incomplete-journey-wait | Wait 48 hours before claiming, because TfL corrects many incomplete journeys automatically. | TfL page | 5 October 2026 Read on the official page | v 0cc6a914dd38 |
Incomplete journeys tfl/card-clash | Using two different cards or devices for one journey is treated as an incomplete journey, with the same 8-week window and the same form. | TfL page | 5 October 2026 Read on the official page | v e16e2e8895bb |
Hopper fare tfl/hopper-window | Bus and tram journeys started within 60 minutes of the tap that opens the Hopper window are free after the first fare. A charged tap inside that window is a missed Hopper fare. | TfL page | 5 October 2026 Read on the official page | v 656fb63a3187 |
Hopper fare tfl/hopper-claim-window | Untap treats a missed Hopper fare as claimable for the same 8 weeks as an incomplete journey. | None | 30 September 2026 How Untap applies it, with no outside source | v 447067eff950 |
Capping tfl/capping-maximum-fares | Maximum fares do not count towards daily or weekly capping. | TfL page | 30 September 2026 Stated in our guide, not on an official page | v e5d1a7a50878 |
Capping tfl/capping-same-card | Daily and weekly capping only works when every tap is on the same card or device. | TfL page | 5 October 2026 Read on the official page | v 814d8eed4342 |
Capping tfl/capping-absorbed | Where a statement shows a daily or weekly cap already absorbed an incomplete journey’s charge, Untap counts nothing extra as owed. | None | 30 September 2026 How Untap applies it, with no outside source | v fc2e99a226cd |
Service delays tfl/service-delay-tube-dlr | A service delay refund is available from 15 minutes late on London Underground and the DLR. | TfL page | 5 October 2026 Read on the official page | v a1302e0491f1 |
Service delays tfl/service-delay-overground-elizabeth | A service delay refund is available from 30 minutes late on London Overground and the Elizabeth line. | TfL page | 5 October 2026 Read on the official page | v 3c972456eed7 |
Service delays tfl/service-delay-bus-tram | There is no service delay refund for a bus or tram. | TfL page | 5 October 2026 Read on the official page | v 8a6ba6bdefbd |
Service delays tfl/service-delay-amount | A qualifying delay refunds one single fare for the delayed journey. | TfL page | 5 October 2026 Read on the official page | v bbe38142fcb7 |
Service delays tfl/service-delay-window | Claim a service delay refund within 28 days of the delay. | TfL page | 5 October 2026 Read on the official page | v 0cc8f85e68d1 |
Service delays tfl/service-delay-exclusions | No refund when the delay was outside TfL’s control: strikes, security alerts, bad weather, engineering works and customer incidents. | TfL page | 5 October 2026 Read on the official page | v bbe38142fcb7 |
Unused credit tfl/unused-credit | Unused pay as you go credit or an unused ticket has no fixed deadline. Credit of £10 or less can be taken instantly at any Tube ticket machine. | TfL page | 5 October 2026 Read on the official page | v 899285341181 |
Revenue inspections tfl/penalty-fare-appeal | Appeal a penalty fare within 21 days. | None | 30 September 2026 Stated in our guide, not on an official page | v 447c61027fd1 |
16 rules · last changed 5 October 2026
Schemes and time limits
UK261 and EU261 compensation bands, dispute schemes, ombudsmen and court time limits.
| Rule | What it says | Official link | Last checked | Sources |
|---|---|---|---|---|
UK261 short band scheme/uk261-short | £220 per passenger for a flight up to 1,500 km arriving 3 hours or more late, or cancelled. Half (£110) only where a cancelled flight’s replacement arrived less than 2 hours late. | None | 5 October 2026 Read in the legislation | v ec75791cabd5 |
UK261 medium band scheme/uk261-medium | £350 per passenger for a flight 1,500 to 3,500 km arriving 3 hours or more late, or cancelled. Half (£175) only where a cancelled flight’s replacement arrived less than 3 hours late. | None | 5 October 2026 Read in the legislation | v ce952992bb8a |
UK261 long band scheme/uk261-long | £520 per passenger for a flight over 3,500 km arriving 3 hours or more late, or cancelled. Half (£260) for an arrival delay of 3 to 4 hours. | None | 5 October 2026 Read in the legislation | v 0893c085b400 |
EU261 short band scheme/eu261-short | €250 per passenger for a flight up to 1,500 km arriving 3 hours or more late, or cancelled. Half (€125) only where a cancelled flight’s replacement arrived less than 2 hours late. | None | 5 October 2026 Read in the legislation | v 9ce1093cd943 |
EU261 medium band scheme/eu261-medium | €400 per passenger for a flight 1,500 to 3,500 km arriving 3 hours or more late, or cancelled. Half (€200) only where a cancelled flight’s replacement arrived less than 3 hours late. A flight between two EU airports of more than 1,500 km is paid at this band, however long it is. | None | 5 October 2026 Read in the legislation | v 2a8467174bda |
EU261 long band scheme/eu261-long | €600 per passenger for a flight over 3,500 km arriving 3 hours or more late, or cancelled. Half (€300) for an arrival delay of 3 to 4 hours. Not for a flight between two EU airports, which stays at the medium band. | None | 5 October 2026 Read in the legislation | v 94c8379f6a9e |
Rail Ombudsman scheme/rail-ombudsman | Once 40 working days have passed since complaining to the operator, or sooner on a final response (a deadlock letter, email or text) the person is unhappy with. Delay and cancellation disputes are in scope; it is free, and its decision binds the operator if the person accepts it. Within 12 months of the operator’s final response, unless circumstances are exceptional. | Website | 4 October 2026 Read on the official page | v b8ea58670e4f |
Rail delay claim handling scheme/rail-claim-handling | Under the rail regulator’s Delay Compensation Code of Practice, operators process a correctly completed claim within 20 working days, tell the passenger within 5 working days if evidence is missing, and give written reasons and a way to contest a refusal. | None | 4 October 2026 Read on the official page | v 65efd178c269 |
Rail claim deadline scheme/rail-claim-deadline | Compensation is claimed from the train company responsible for the delay. A claim sent to any train company whose trains were used is passed on to the right one. Claims go in within 28 days of finishing the journey. | None | 4 October 2026 Read on the official page | v ce17a7ecdfa2 |
Airline final response scheme/airline-final-response | If the airline refuses, or has not given a final answer within 8 weeks of the written claim, the case can go to the airline’s dispute scheme or, if it has none, to the CAA. | None | 4 October 2026 Read on the official page | v 2d4fb0f548e8 |
AviationADR scheme/aviation-adr | After a written complaint to the airline through its own procedure, and either its final written response (deadlock letter) or 8 weeks without one. Free for passengers; the decision binds the airline once the passenger accepts it. Within 12 months of the airline’s final response, or of the last contact if it never replied. | Website | 4 October 2026 Read on the official page | v 6c749369792b |
CEDR aviation adjudication scheme/cedr | Once 8 weeks have passed since the first complaint without a settlement, or the airline says it cannot resolve it, or it could not be reached despite reasonable efforts. Free for passengers; the decision binds the airline once the passenger accepts it. Within 12 months of the deadlock notice, or of the last attempt to contact the airline if there was none. | Website | 4 October 2026 Read on the official page | v 8dc04486ddac |
Civil Aviation Authority complaints team (PACT) scheme/caa-pact | For a UK261 claim on an airline in no approved dispute scheme, after a written complaint and an unsatisfactory answer or 8 weeks without one. PACT gives a view and raises it with the airline but cannot impose a decision. PACT does not take a complaint with less than a year left to go to court. | Website | 4 October 2026 Read on the official page | v f921e4bed233 |
UK261 court time limit scheme/uk261-court-time-limit | A UK261 claim can be taken to court within six years of the flight in England, Wales and Northern Ireland, and five years in Scotland. | None | 4 October 2026 Read on the official page | v 00ddea7a5d47 |
EU261 court time limit scheme/eu261-court-time-limit | EU261 sets no time limit of its own: the period is set by the national law of the country where the claim is brought (Cuadrench Moré v KLM, C-139/11). Untap does not hold a table of those periods, so no date is given. A dispute scheme can have its own time limit. | None | 4 October 2026 Read in the legislation | v d7b8d72112cb |
London TravelWatch scheme/london-travelwatch | After complaining to TfL and asking for a manager’s review, if the outcome or the handling is still not right. It expects TfL to have had 20 working days to reply and cannot force TfL to agree. London Overground and Elizabeth line complaints go to the Rail Ombudsman instead. No fixed limit, but complaints have to be raised within a reasonable time; London TravelWatch notes most come within six weeks of the problem. | Website | 4 October 2026 Read on the official page | v 552de13e337c |
Recent changes
5 October 2026 · TfL refund rules
Each TfL rule now says how it was checked. Twelve were read on Transport for London’s own pages on 5 October 2026, and the Hopper fare rule now links to TfL’s bus and tram fares page. The other five are stated on Untap’s guides or describe how Untap applies a rule, and are marked that way. No rule changed.
5 October 2026 · UK261 and EU261 compensation bands
The UK261 and EU261 amounts were read again on the published text of Article 7 for both versions of the regulation. No amount changed.
4 October 2026 · Airline claim routes and dispute schemes, Dispute schemes and time limits
Added the claim page, contact page, who may claim and response time for 34 airlines, each read on the airline’s own page or an archived copy of it. A claim page seen only in search results is marked unverified. Added the escalation routes with their time limits: the Rail Ombudsman, AviationADR, CEDR, the Civil Aviation Authority’s complaints team, London TravelWatch and the court time limits for UK261 and EU261.
What each field means
- id
- Stable record identifier, category/code
- category
- rail_operator, airline, tfl or scheme
- subject
- Who or what the rule is about
- code
- TOC code for train operators, IATA code for airlines, scheme name for compensation bands
- rule_type
- delay_repay, flight_claim_route, tfl_refund, flight_compensation_band or escalation_or_time_limit
- summary
- The rule in plain English
- threshold_minutes
- Delay at which a payment starts, where there is one
- tiers
- Train operators: minutes:percent of the single fare, separated by semicolons
- amount
- Fixed compensation amount, in currency
- currency
- GBP or EUR, where there is an amount
- deadline_days
- Claim deadline in days, where it is a fixed number of days
- claim_url
- Official claim form or page
- claim_url_verified
- Airlines: true when the claim page was read on the airline’s own site or an archived copy
- adr_scheme
- Airlines: AviationADR, CEDR, SchlichtungReiseVerkehr or none
- verification
- Weakest way a load-bearing source was read
- last_checked
- Oldest checked date among the sources
- source_urls
- Every source URL, separated by spaces
- version
- Changes when the rule changes
- values_json
- Every value for the rule as JSON
How the rules stay current
Every day an automated check reads each source page and tells us when one changes or stops loading. A person then reads the page and decides whether a rule has changed. Nothing is updated automatically. The last checked date is the oldest date among a rule's sources, so it never claims more than the weakest of them.
These are the rules we apply. Before relying on one, check it with the company or regulator named in its sources. If you find something wrong, we would rather know: contact@untap.money.