Definitely mention EU 261 in the note if Mr. Cheeto began his travel day in an EU country or UK 261 if he started in the UK. There is a duty of care requirement that kicks in regardless of the reason for the delay and covers both hotel and meals without alcoholic drinks. (The cash part of EU/UK 261 is what's only for delays that are the fault of the airline.) E-mail in any receipts, and then it will typically take 30-60 days to get a non-automated response and instructions on how compensation is paid out- typically a choice between setting up a digital transfer process through Chase to your bank accourt or a paper check in the mail.