Travel & Consumer questions
6 direct answers, each with the short version first and a link to the full guide. For the whole topic, see Travel & Consumer.
How much compensation can I claim for a delayed flight?
£220, £350 or £520 per passenger, depending on how far you were flying. The delay must be three hours or more measured on arrival at your final destination, the flight must be covered by UK261, and the cause must not be extraordinary circumstances the airline can prove.
What are my rights if the airline loses my luggage?
Strict liability — the airline owes you compensation up to 1,288 Special Drawing Rights, around £1,300 per passenger, without you having to prove negligence. File a Property Irregularity Report before leaving the airport, then complain in writing within seven days for damage or 21 days for delay.
How long do I have to return faulty goods?
Thirty days from delivery for a full refund — the short-term right to reject under the Consumer Rights Act 2015, and you do not have to accept a repair first. After that the retailer gets one attempt to repair or replace; if it fails you can take a price reduction or a refund reduced for use.
Can I cancel an online order after it has arrived?
Yes — 14 days from the day the goods arrive, under the Consumer Contracts Regulations 2013, and you need no reason. Tell the trader by email inside that window, then return the goods within a further 14 days. Some categories, including personalised and perishable goods, are exempt.
My parcel never arrived — is the retailer or the courier responsible?
The retailer, every time. Your contract is with them, not the courier, and risk stays with them until you take physical possession. They must resend or refund — they cannot send you off to chase the delivery company, and a courier’s photo of a doorstep is not proof you received it.
Am I protected if my holiday company goes bust?
If the booking is ATOL-protected, yes. The Air Travel Trust repatriates passengers already abroad and refunds those who have not travelled, with around 99% of eligible claims paid in full. Flights booked direct with an airline and hotel-only bookings are not covered — check for your ATOL Certificate.