Travellers continue to face severe disruption after a UK air traffic control technical failure on the August bank holiday led to cancellations and delays. Although the problem was fixed after several hours, more knock-on delays are expected because aircrews and planes are left out of position.
If your flight is cancelled and your airline is UK- or EU-based, it must offer you a replacement at the earliest opportunity, or a refund. If it is your outbound flight that is cancelled, you can get the full cost of the return ticket refunded. Opting for a replacement flight is known as being “rerouted” and most carriers will book you on another one of their flights to the same destination. If you were at the airport when the flight was cancelled, you are also entitled to “care and assistance” while you wait for your new flight.
If you are stuck overnight, the airline is also responsible for providing accommodation. Some airlines will book passengers into hotels, but often passengers find there are no staff available to help, especially during major incidents. If this happens, you have the right to do it yourself and then claim the costs back later. Keep every receipt and do not spend more than is reasonable.
If your flight is just delayed, you have a similar entitlement to help with food and drink, but it is linked to the type of flight. For short-haul, it must be more than two hours, whereas for a long-haul flight the delay must be more than four hours. If the delay exceeds five hours, your airline must offer you the option of a refund.
If you are going on a package holiday, you have the same rights as any other passenger to rerouting and a refund, but you also have additional rights regarding the rest of your holiday. Normally, your travel company will contact you to rearrange your flights; however, if you are at the airport when the flight is cancelled, you should contact it to discuss the options. If your flight can’t be rearranged or significant changes to your plans are required, then the travel company must offer an alternative holiday or a refund of the full package price.
The disruption caused by the air traffic control failure will be classed as extraordinary circumstances, which means no compensation is due. However, for flights cancelled or delayed days later, the cause may differ.
