They said this… · Travel

“Extraordinary circumstances mean we do not owe meals, hotels or other care.”

Generally incorrect

Extraordinary circumstances can remove fixed compensation, but they do not normally remove an airline’s separate duty to provide reasonable care during a qualifying cancellation or long delay.

Not sure which right applies? Check your situation →

Why this answer

What actually matters

  • Ask for care before arranging it yourself where practicable.
  • Keep itemised receipts for necessary and reasonable costs.
  • Separate the care claim from fixed compensation.
  • Luxury or unrelated costs may not be recoverable.

Important nuance

When the statement may have a point

  • The duty depends on the journey and disruption falling within the regulation.
  • Passengers should mitigate costs and avoid excessive spending.

What you could say

Keep the response tied to the actual rule.

Evidence

What to have beside you

  • Booking confirmation, itinerary and passenger details
  • Scheduled and actual departure and arrival times
  • Cancellation or delay notices and stated reason
  • Receipts for necessary and reasonable replacement costs

If they still refuse

Move the dispute forward.

  1. Identify whether you are claiming a refund, rerouting, care expenses, fixed compensation or a package remedy.
  2. Put the claim to the airline, organiser or other contracting party with an itemised calculation.
  3. Use approved ADR, the CAA route, card protection or court action where the particular dispute permits it.

Read the full rules

Go deeper before escalating.

Primary guideRead the detailed ConsumerWise guidance.TravelRead the full guide.Airline refunds and expensesRead the full guide.Package holidaysRead the full guide.

Official sources

Check the rules behind this statement.

Flight compensation regulationlegislation.gov.uk · checked 19 Sep 2026Package Travel and Linked Travel Arrangements Regulations 2018legislation.gov.uk · checked 19 Sep 2026