Millions of airline passengers delayed on flights to or from the UK are failing to claim compensation they are entitled to, according to consumer group Which?. Its investigation found that between June 2014 and May 2015, 37 million passenger journeys were delayed by 15 minutes or more, with around 900,000 people potentially eligible for compensation. However, only 38% of those affected actually made a claim.
Under EU regulations, passengers delayed for over three hours can claim up to €600 (£422), depending on the distance of the flight. Which? said more than 9,000 flights are delayed by three hours or more each year, with an average of 97 passengers per flight. The group's director of campaigns, Alex Neill, urged passengers to assert their rights and hold airlines to account.
A survey of over 7,000 Which? members revealed that half of those delayed received no support or information from their airline. Travel expert Simon Calder described the compensation rules as 'very, very complicated' and noted that airlines often contest claims if they believe they are not responsible. He added that many passengers simply give up due to lack of awareness.
Compensation is available for flights with EU-based airlines or those departing from EU airports, but delays caused by 'extraordinary circumstances' are exempt. Calder advised passengers who face resistance from airlines to seek help from a lawyer or claims company, though they typically charge a third of any compensation awarded.
