Citizens Advice has published guidance on what passengers can demand from airlines if bad weather delays or cancels their flights, as wet and unsettled conditions threaten more disruption at airports. Depending on the situation, travellers may be able to claim a refund, be put on an alternative flight, or have food, hotel rooms and transport covered while they wait. In some cases, compensation can also apply, with payouts potentially reaching £520 when the delay is down to the airline.
What airlines must provide during delays
Once delays hit certain time limits, airlines have a legal duty to look after passengers at the airport. The usual thresholds are: under 1,500km, two hours; 1,500km to 3,500km, three hours; over 3,500km, four hours. At these points, the airline must provide food and drink, access to communications and, where necessary, hotel accommodation and transport.
If the airline does not provide the assistance you are entitled to, keep hold of receipts. You can usually claim back reasonable expenses, but pricey meals, alcohol and luxury hotels are unlikely to be covered.
Compensation and longer delays
Compensation may apply if you arrive more than three hours late due to an issue within the airline’s control, and could be worth up to £520. However, bad weather is typically considered outside an airline’s control, meaning compensation is unlikely in weather-related disruption.
If you are delayed by five hours or more, you do not have to travel. You can opt for 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 have the right to be flown back to your original departure airport.
Cancellations and how to claim
When a flight is cancelled, passengers can choose between a full refund and a replacement flight to their destination. Airlines may also have to provide food, drink and accommodation while you wait. Compensation of up to £520 can be available if the airline caused the cancellation, you were told less than 14 days before departure, and the replacement trip leads to a qualifying delay. But if the cancellation is weather-related, compensation is generally not paid.
To claim, contact the airline operating the flight, even if you booked through another airline or a travel company. Share your flight details and booking reference, explain what happened, and attach copies of any tickets and receipts. Keep a record of what you send and any response you receive. If the airline rejects a compensation claim you believe is valid, you may be able to use an alternative dispute resolution scheme, or contact the Civil Aviation Authority where appropriate.
