Holidaymakers hit by flight cancellations or lengthy delays could be entitled to refunds, replacement flights, food and accommodation – and in some cases compensation worth up to £520. With wet and unsettled weather expected, travellers are being reminded of their rights if poor conditions cause disruption at the airport.
Citizens Advice has issued guidance setting out what passengers can demand from airlines when flights are delayed or cancelled. Once a delay reaches the relevant threshold, the airline must provide food and drink, access to communications and, where necessary, hotel accommodation and transport.
Delay thresholds and assistance
These are the usual thresholds:
- Under 1,500km: 2 hours
- 1,500km–3,500km: 3 hours
- Over 3,500km: 4 hours
If the airline does not provide assistance, keep your receipts. You can claim back reasonable expenses, but expensive meals, alcohol and luxury hotels are unlikely to be covered.
Compensation and delayed flights
If you arrive more than three hours late because of an issue within the airline’s control, compensation may be worth up to £520. Bad weather is normally considered outside its control, so compensation is unlikely.
If you are delayed by five hours or more, you do not have to take the flight. You can choose a full refund, including eligible unused onward or return flights booked with the airline. If you are part-way through your journey, you may also be entitled to a flight back to your original departure airport.
Cancellations and how to claim
If your flight is cancelled, you can choose between a full refund or a replacement flight to your destination. The airline may also have to provide food, drink and accommodation while you wait. Compensation of up to £520 may be available if the airline caused the cancellation, notified you less than 14 days before departure and the replacement journey resulted in sufficient delay. Weather-related cancellations are generally not eligible for compensation.
To claim, contact the airline operating the flight, even if you booked through another airline or travel company. Provide your flight details and booking reference, explain what happened, and attach copies of relevant tickets and receipts. Keep records of your claim and the airline’s response.
If the airline refuses compensation you believe you are owed, you may be able to use an alternative dispute resolution scheme or, where appropriate, contact the Civil Aviation Authority.
