The “right to care” law ensures that airlines must look after their passengers during long delays, last-minute cancellations and flight overbookings by providing essentials like meals and accommodation. However, this assistance isn’t always offered in practice, especially during major disruptions.
When care isn’t provided, passengers are allowed to buy their own food or book a hotel and later claim reasonable expenses back.
Check your compensation online.
What Is the Right to Care?
The right to care is a passenger protection established under EU261 and UK261 regulations. It ensures that airlines look after passengers when flights are significantly delayed, cancelled, or when boarding is denied.
The right to care applies when you are forced to wait at the airport due to a flight delay or last-minute cancellation. Importantly, this right applies even in extraordinary circumstances, such as bad weather or air traffic control issues, where UK/EU flight compensation is not owed.
Yes, you have a right to care even if your flight is delayed or cancelled due to extraordinary circumstances.
Right to Care vs UK/EU Flight Compensation
The right to care is often confused with flight compensation, but they are two separate rights.
Care covers your immediate needs during the disruption (food, accommodation, communication).
Flight compensation is a financial payment for inconvenience and only applies when the airline is responsible.
You can receive care even when compensation does not apply.
Read more: Right to Care vs EU/UK Flight Compensation: What’s the Difference?
When Airlines Must Provide a Hotel?
Airlines are required to provide hotel accommodation when a flight disruption makes an overnight stay unavoidable.
This typically applies in situations such as:
- Long delays that extend late into the night
- Flight cancellations where the replacement flight departs the next day
- Missed connecting flights that result in an overnight wait (this doesn’t apply to self-transfer flights)
Under EU/UK rules, the airline must:
- Arrange and pay for the hotel, and
- Provide transportation between the airport and the hotel
This obligation exists regardless of whether the delay or cancellation was caused by extraordinary circumstances. If you are stuck overnight, the airline must ensure you have somewhere reasonable to stay.
Can You Book Your Own Hotel Instead?
Yes — in certain situations, you are allowed to book your own hotel and claim the cost back later.
This usually applies when:
- The airline does not offer accommodation
- Airline staff are unavailable or queues are unreasonably long
- No suitable hotel is provided within a reasonable time
If you decide to book your own hotel, it’s important to act reasonably. Choose accommodation that:
- Is close to the airport
- Is moderately priced
- Matches the local standard (not luxury)
Always keep receipts, booking confirmations, and proof of payment, as these are required for reimbursement.
What “Reasonable Expenses” Means?
When booking your own hotel or buying food, expenses must be reasonable to be reimbursed. Airlines are not required to cover luxury or excessive costs.
This means choosing accommodation that matches local price standards and the situation. A basic hotel near the airport is usually acceptable.
Avoid luxury hotels, upgrades, or unnecessary extras. The goal is to cover essential needs, not comfort upgrades. Whenever possible, choose accommodation close to the airport to keep costs reasonable and travel simple.
Check your compensation online.
What About Food and Buying Your Own Meals?
The right to care also includes meals and refreshments appropriate to the length of the delay. The airline must offer you the first meal after a 3-hour-long wait.
Airlines often provide food in the form of meal vouchers, which can be used at airport cafés or restaurants.
However, if:
- Vouchers are not offered, or
- Airport options are limited, or
- Airline staff are unavailable
you are allowed to buy your own food and drinks and later claim reimbursement.
As with hotels, expenses must be reasonable. Keep all receipts, and avoid unnecessary or excessive spending.
Reasonable food costs during a long wait are generally reimbursable under EU/UK regulations.
Read more:
- Virgin Atlantic Denied Boarding Compensation
- Virgin Atlantic Flight Delay Compensation
- Virgin Atlantic Flight Cancellation Compensation
What Evidence You Need to Claim Reimbursement from Virgin Atlantic?
To claim reimbursement, you’ll need clear documentation.
Keep your hotel receipt showing the total amount paid and proof of payment.
Save your booking confirmation and any invoices provided by the hotel.
You’ll also need your boarding pass and confirmation of the delay or cancellation, such as an email from the airline or screenshots from the airport.
Right to Care: How to Claim Hotel Reimbursement from the Airline?
Submit a reimbursement request directly to the airline, usually through its website or customer service form.
Attach all required documents, including receipts and proof of disruption, and clearly explain that care was not provided.
Processing times vary, but reimbursement claims typically take several weeks. Keep copies of everything and follow up if you don’t receive a response.
If your flight is disrupted, you have a right to care. When care isn’t provided, you are allowed to buy your own food or book a hotel and later claim reasonable expenses back.