Airline software or IT system failure flight compensation | AeroDue
An airline software or IT failure is not automatically an extraordinary circumstance. If the failed system was part of the airline's own normal operations, fixed UK261 or EU261 compensation may be relevant when the other legal conditions are met. An external air traffic control, airport or third-party system failure can lead to a different result, so the exact system and cause matter.
Check the specific flight →How much compensation could be due?
Fixed compensation is only one part of passenger rights. The applicable regime, flight distance, final arrival delay, disruption cause and any rerouting can change the amount or remove fixed compensation entirely.
| Flight distance / route | Reference amount |
|---|---|
| 1,500 km or less | €250 |
| Intra-EU over 1,500 km, or other flights between 1,500 and 3,500 km | €400 |
| Other flights over 3,500 km | Up to €600 |
For long-haul EC261 delays, the amount can depend on the arrival delay and may be reduced in some rerouting situations. Extraordinary circumstances can also remove fixed compensation.
Airline-controlled software failures can raise a compensation claim
Do not assume that the words software failure, computer problem or IT outage automatically remove compensation. The legal question is whether the event was inherent in the airline's normal activity and within its actual control, alongside the route, delay and other UK261 or EU261 conditions.
Failures involving an airline's own booking, check-in, crew, dispatch or operational systems should therefore be distinguished from failures in external air traffic control or airport infrastructure.
- Keep the airline's exact explanation for the delay or cancellation.
- Record whether the failed system belonged to the airline or an external provider.
- Keep scheduled and actual arrival times plus rebooking and expense evidence.
External ATC software failures are different
The 8 September 2026 NATS outage shows why the distinction matters. NATS confirmed a software defect in its flight-data system, while the UK Civil Aviation Authority said disruption directly caused by that external air traffic control outage is likely to be extraordinary circumstances.
That does not remove every passenger remedy: refund, rerouting and care can remain relevant even where fixed compensation is unavailable.
What to check before accepting a technical-issue rejection
Ask what actually failed, who operated the system and how that failure caused your individual flight disruption. A generic reference to a technical issue is not the same thing as evidence that the extraordinary-circumstances test is satisfied.
AeroDue's journey checker uses the individual route, operating carrier, disruption outcome and cause rather than treating every technology failure alike.
Official sources used for this guide
This page separates general editorial guidance from AeroDue's flight-specific checker. The sources below support the legal or operational framework described here.
Official guidance
Official guidance
Related AeroDue guidance
Flight delay rights
Start with the broader disruption guide if you need the general framework before checking a specific flight.
Passenger rights
See how AeroDue keeps compensation, refunds, care and eligible expenses separate.
More flight disruption guides
Aegean Airlines flight delay compensation: when can you claim?
Check when a delayed Aegean Airlines flight may qualify for compensation, care or reimbursement and which journey facts determine the result.
Aer Lingus flight delay compensation: when can you claim?
Check when a delayed Aer Lingus flight may qualify for compensation, care or reimbursement and which journey facts determine the result.
Air Europa flight delay compensation: when can you claim?
Check when a delayed Air Europa flight may qualify for compensation, care or reimbursement and which journey facts determine the result.
Air France flight delay compensation: when can you claim?
Check when a delayed Air France flight may qualify for compensation, care or reimbursement and which journey facts determine the result.
Air Serbia flight delay compensation: when can you claim?
Check when a delayed Air Serbia flight may qualify for compensation, care or reimbursement and which journey facts determine the result.
airBaltic flight delay compensation: when can you claim?
Check when a delayed airBaltic flight may qualify for compensation, care or reimbursement and which journey facts determine the result.
Turn the search question into a flight-specific check
Enter the actual itinerary and disruption facts. AeroDue only shows conclusions supported by the rules and facts available for the case.
Check my flight →