A major technical failure at the UK's air traffic control provider, NATS, has delayed or cancelled more than 2,000 flights across major airports like Heathrow, Gatwick, and Stansted in the past two days.
An issue with NATS' flight processing system led to around 1,300 flights to and from UK airports being cancelled on Tuesday September 8, according to Flightradar24. The ECHO has been covering the incident live.
Despite the initial issue being resolved, the disruption continued into today, Wednesday September 9, with hundreds more cancellations recorded, including cancelled flights at Liverpool John Lennon Airport.
What happened with NATS
About four hours after the disruption began, NATS said engineers had identified the problem and fixed it. However, it was not clear how long it would take systems to return to normal after the widespread delays and cancellations.
With hundreds of thousands of passengers affected, many are seeking answers as to whether they are entitled to refunds, alternative flights, or compensation. The answer depends on many factors as outlined below.
Refunds for cancelled flights
If your flight was cancelled or delayed as a result of Tuesday's problem, you are unlikely to be owed compensation by the airline. This is because the technical problem affecting flights will be considered an "extraordinary circumstance" and out of the airline's control.
Other events classed as being outside of the airline's control include bad weather and natural disasters.
However, this doesn't mean all hope is lost or that you should be left stranded by the airline.
If your flight is cancelled by the airline, you are entitled to a choice between:
- a refund, paid within seven days, and a return flight to the first point of departure at the earliest opportunity (where applicable) or
- to be re-routed under comparable conditions
Most airlines will book you onto another of their flights, but you may be entitled to travel with another airline or by an alternative mode of transport if it gets you there significantly sooner. Passengers doing this are often required to purchase their own tickets and submit a claim for reimbursement.
Delays and your rights
When it comes to delays, the length is key.
If your flight was delayed by more than five hours, you have the right to decide not to take your flight and ask for a refund. This is because a five hour delay is considered just as inconvenient as a total cancellation.
If your flight is delayed by over two hours, you were denied boarding or you are waiting for an alternative flight - and UK261 applies to it - your airline must also look after you while you wait. This includes providing food, drink, and accommodation if you are delayed overnight.
If the cancellation or delay means an overnight stay, you are entitled to hotel accommodation and transport between the airport and accommodation. Assistance must be provided until your flight takes off or until you accept a refund after deciding not to travel.
What to expect in practice
Airlines will often automatically provide a physical or digital voucher for airport food and drink. If a voucher isn't provided, speak to airline staff.
However airlines sometimes fail to provide this assistance during major disruption because they become overwhelmed by requests and run out of available local hotel rooms.
In this scenario, the CAA says passengers can organise their own assistance and claim the costs back from the airline by submitting receipts.
If you are delayed overnight, the airline may automatically organise accommodation and inform you by email or at the airport, or ask you to book via their website or app. If you live close to the airport, your airline may instead reimburse your costs for getting to and from your home address.
Tips for making your own arrangements
Keep receipts: Ask for an itemised receipt or invoice to show what you purchased and how much you spent. You must keep these safe for your expenses claim.
Don't overspend: Airlines are unlikely to reimburse luxury items. The CAA advises passengers not to spend more than is reasonable - therefore booking a luxury hotel suite or ordering champagne will likely be rejected.
