If your flight is cancelled or delayed, airlines have specific obligations to passengers under UK law, and it’s important to know your rights. Here’s an overview of what you are entitled to and how to deal with the disruption.
What Are Your Rights When Your Flight is Cancelled?
If your flight is cancelled, you have the right to choose between receiving a refund or being rebooked on an alternative flight. This applies regardless of how far in advance the cancellation occurs. If you opt for a refund, you are entitled to get your money back for the unused part of your ticket. For instance, if you booked a return flight and the outbound leg is cancelled, you are entitled to a full refund for the return leg as well.
If you still wish to travel, the airline must arrange an alternative flight at no extra cost. If another airline has available flights to your destination much sooner, or if other forms of transport are more convenient, you are entitled to be booked onto those options.
Compensation for Cancellations and Delays
You may be entitled to compensation for flight cancellations or significant delays, depending on the situation. If the cancellation is made less than two weeks in advance, the compensation depends on when you are offered an alternative flight.
For flights under 1,500 km, such as between Glasgow and Amsterdam, you can claim up to £220 per person. For flights between 1,500 km and 3,500 km, such as East Midlands to Marrakesh, the compensation can be up to £350 per person. For longer flights, over 3,500 km, such as London to New York, you could receive up to £520 per person.
However, disruption caused by factors like bad weather, strikes by airport or air traffic control staff, or other extraordinary circumstances do not entitle you to additional compensation. If the airline is at fault, compensation applies as long as you are departing from a UK airport or flying with a UK or EU airline.
Rights to Food and Accommodation
If your flight cancellation results in significant delays or if you are stuck abroad, airlines are required to offer assistance. This includes providing meals and drinks, often in the form of vouchers, as well as a means of communication (such as refunding the cost of phone calls). If you are stranded overnight, the airline must arrange accommodation and transportation to and from the accommodation.
If the airline is unable to provide these services, you have the right to arrange your own accommodations and meals and later claim the cost back, as long as you keep all receipts. The Civil Aviation Authority recommends that passengers be mindful of not spending excessively and only claim what is necessary.
What If Your Flight Is Delayed?
For delays, airlines must also offer assistance. The level of support depends on how long the delay is:
- For short-haul flights, delays of over 2 hours entitle you to food, drink, and communication facilities.
- For medium-haul flights, the threshold is 3 hours.
- For long-haul flights, the threshold is 4 hours.
If the delay exceeds five hours and you no longer wish to travel, you can request a full refund. The refund should cover the part of the journey you no longer wish to take, and in some cases, the entire ticket if you don’t want to continue your journey.
Package Holidays and Flight Disruptions
If you booked a package holiday, the company must either find an alternative flight or offer a full refund if your flight is cancelled. These rights are protected by ABTA, which ensures consumers have a suitable alternative flight or a refund in case of cancellations.
What If You Are Late for Work?
It’s important to note that airlines are not responsible for compensating you for any loss of earnings due to delays. Travel insurance policies typically do not cover lost wages, and you are required to inform your employer if you are going to be late due to flight disruptions. Any agreement with your employer on how to handle this, such as using annual leave or taking unpaid leave, should be discussed in advance. Employers are not legally obligated to pay employees for time missed unless specified in the contract.
Knowing your rights and the steps to take during flight disruptions can help ease the stress of unexpected travel changes and ensure that you are compensated or provided with the appropriate services during delays or cancellations.
