What is a codeshare flight? UK261 & EU261 rights explained

Have you ever booked a flight, had a look at your ticket, and noticed that it has a different airline on it to the one you booked with?

That’s not a mistake.

It’s what’s called a codeshare flight: where the airline selling tickets for a flight is different to the airline responsible for operating the flight itself.

But what does codesharing mean for passengers? Does codesharing affect your right to claim compensation for flight disruption under UK261 or EU261? Who do you complain to?

All will be explained below!

Have you got an unresolved codeshare flight complaint?

AviationADR offers a FREE, independent route to a resolution – approved by the Civil Aviation Authority to settle disputes between passengers and Participating Member airlines and airports across the UK and EU.

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What is a codeshare flight? What is an operating airline, and a marketing airline?

A codeshare flight is a flight for which tickets are sold by one airline, under their own flight number… whilst the actual flight itself is flown and operated by an entirely different airline, and their crew.

For example, let’s say:

Many passengers want to fly to a specific airport
Airline 1 wants to tap into that demand, but doesn’t operate its own flights there
Meanwhile, Airline 2 flies to that airport regularly

Therefore, Airline 1 & Airline 2 agree to work together to meet demand, where:

Airline 1 becomes the marketing airline
They get to advertise & sell tickets for the flight, and their flight number will be on your itinerary
Airline 2 becomes the operating airline
They’re responsible for actually flying you to the airport, with their own crew

So, next time you book a flight, read the details carefully: the name of the operating airline should be clearly disclosed if you’re booking a codeshare flight!

You can also check your boarding pass on the day, as it should also state the name of the actual operating airline for your flight.

Why do airlines use codeshare agreements?

For both airlines involved, codeshare flights are often mutually beneficial, as they usually mean:

More destinations: marketing airlines get to advertise (and sell tickets for) a wider range of routes, thus serving more passengers.

Flights fill faster: operating airlines get their flight filled faster, as it’s being advertised by another airline too.

Simpler connections: codeshare flights make it easier to book connecting flights through partner airlines, all under 1 itinerary.

Frequent flyer benefits: depending on the agreement, passengers may be able to earn/redeem loyalty points across partner airlines.

However, keep in mind that codeshare flights are staffed by the operating airline’s crew.

If you booked expecting the specific service and policies of the marketing airline, the actual onboard experience may differ from your expectations.

Furthermore, codeshare flights can make the rules more complex for passengers to claim flight compensation under UK261 & EU261.

What are UK261 and EU261?

UK261 and EU261 are air passenger rights regulations designed to protect passengers travelling through UK/EU airports, and/or with UK/EU airlines.

They regulate things like flight compensation, refunds, and rebookings.

… And no, it’s not as simple as saying UK261 applies to UK flights, and EU261 applies to EU flights!

For those curious about when UK261/EU261 apply, we recommend looking at our article:

> UK261 or EU261: which rules cover your flight after Brexit?

Which airline is responsible for codeshare flight compensation under UK261 and EU261?

So, when there’s a problem with a codeshare flight… Who do you complain to?

Flight disruption: cancellations, delays

For this, both UK261 and EU261 say that the operating airline is the one responsible. This means that if your flight has been:

Delayed
Cancelled

… Then you should complain directly to the operating airline in the first instance, as they’re the ones in charge of actually flying you from point A to B.

Flight rebookings

Generally, flight rebookings are a grey area where either the operating or marketing airline may be responsible. It all depends on the situation:

Are you already at the airport in need of immediate rebooking assistance?
If so, talk to the operating airline’s crew!
Are you trying to rebook before the day of your flight?
Reach out to the marketing airline you booked with, and they should be able to help you.

For most issues that happen on the day of your flight (such as being bumped off, or lost luggage), you’ll generally need to complain directly to the operating airline – not the marketing airline.

For issues surrounding your actual booking – such as ticket reservations, pricing, or misrepresentation -, you’ll likely need to complain to the marketing airline.

How do I know who my operating airline is?

The operating airline should be clearly disclosed by the marketing airline when you’re booking with them, but should also be named on:

Your booking confirmation or E-ticket
Your boarding pass

If you’re unsure who operated your flight, reach out to either the marketing or operating airline; their teams should be able to help you identify who was responsible for your flight!

How to claim compensation for a codeshare flight

If you encountered flight disruption (or any other issues) with your codeshare flight and are looking to claim compensation, we recommend you take the following steps:

Step 1: Identify the marketing/operating airlines

Ask yourself:

Who did you book with? <- This is the marketing airline
Which airline’s crew did you fly with? <- This is the operating airline

Step 2: Complain directly to the airline responsible for the issue

Whether you contact the operating or marketing airline will depend on the problem, but make sure to lodge a complaint and give them 8 weeks to resolve things directly with you.

Step 3: Escalate your complaint if necessary

If the airline in question:

Rejects your complaint
Does not offer a satisfactory resolution to your complaint
Does not respond to your complaint

… You don’t have to just give up!

Once you have given them at least 8 weeks to resolve things, you may escalate matters outside of their internal complaints process, either via:

If the airline in question is one of our Participating Members, you can escalate your unresolved codeshare flight complaint about them with AviationADR for FREE!

How can AviationADR help with codeshare flight complaints?

Alternative Dispute Resolution (ADR) provides a straightforward alternative to court proceedings. It can offer passengers and airlines a fair, efficient way to resolve disputes without unnecessary time or expense.

AviationADR provides a FREE independent Alternative Dispute Resolution (ADR) service for eligible complaints between passengers and Participating Member airlines or airports.

This includes (but is not limited to) disputes relating to matters such as:

Flight delays
Flight cancellations
Denied boarding
Baggage issues
Customer service complaints

How it works:

You bring your complaint to us (after giving the airline/airport in question 8 weeks to respond to your complaint directly), and we take a look at all the information and evidence available from both sides. We then reach a decision on who’s owed what (such as compensation)… all within 60 days of declaring a Complete Complaint File!

For more in-depth information, please see our Complaints Process Guide!

REMEMBER: We not the only ADR provider covering air-travel. If you explore our site and discover that the airline/airport you travelled with are not Participating Members of our scheme, you can always go to a different ADR provider and see if they’re a member of their scheme instead.