The global travel and tourism industry has reopened its doors but with the whole country headed to the airport in pursuit of some sun, sea, and sand, airlines are struggling to cope with sudden demand.
This has led to hundreds of flights being delayed or cancelled with aviation experts warning that widespread travel chaos could last for another 18 months.
TUI, British Airways, EasyJet, and Wizz Air are just some of the airlines cutting their schedule short with axed flights reportedly due to unprecedented staff shortages in the wake of the COVID-19 pandemic.
But what are your rights if your flight is cancelled? In this guide, we’ll let you know what you are (and aren’t) entitled to if your first post-pandemic holiday gets off to a shaky start.
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Can I claim compensation?
If you’re leaving from a UK airport, arriving at an UK airport, or flying on an UK airline, you have rights under UK law. The amount of compensation you are entitled to, however, depends on the reason for the disruption and how much notice you are given.
If the disruption was caused by extraordinary circumstances outside of the airline’s control (such as extreme weather or air traffic control strikes) and could not have been avoided even if reasonable measures had been taken, you won’t be eligible for compensation.
If your flight is cancelled with less than two weeks’ notice and the alternative flight offered to you is unsuitable, you might be able to claim compensation, but this is capped at £220 per person for flights under 1,500km and £520 per person for flights under 3,500km.
Can I get a refund?
If your flight is cancelled but is covered under UK law, the airline must give you the option to choose between a refund or an alternative flight.
This is the case regardless of whether your entire journey or just a partial leg of your journey that has been cancelled. So, if your outbound flight has been cancelled but your inbound flight is operating as normal, you will be refunded for the full cost of the return ticket.
If you have already completed a portion of your journey and your connecting flight has been cancelled, the airline is responsible for booking a return flight to your original departure point.
If an alternative airline is flying to your destination significantly sooner than the airline you had originally booked with, you also have a right to be booked on the first available flight.
Can I get food?
If your flight is under 1,500km and delayed for two hours, between 1,500km and 3,500km and delayed for three hours, or more than 3,500km and delayed four hours, you are entitled to food and drinks.
This is usually provided in the form of refreshment vouchers but if you have been left to cover the cost, you are within your rights to demand the airline reimburses you as long as you keep receipts of your expenses to back up your claim.
It is worth noting, however, that airlines will only cover the cost of reasonable expenses so unnecessary purchases, such as alcohol, cigarettes, and expensive meals, will not be reimbursed.
Can I get accommodation?
If your late-night flight has been rescheduled to an early-morning flight, the airline has a responsibility to cover the cost of your accommodation as well as transport to and from your accommodation.
This is usually organised by the airline but if you have been advised to book accommodation, you can make a claim at a later date as long as you keep receipts or proof of purchase to back up your claim and haven’t spent more than is absolutely necessary.
Can I take further action?
The travel and tourism industry has changed dramatically in the past few years due to the fallout of the COVID-19 pandemic and Brexit. But because EU Regulation 261/2004 was written into UK law before December 31, 2020, you still have the exact same rights as you did before this date under UK law.
If you are entitled to compensation or a refund for a delayed or cancelled flight but the airline is refusing to cooperate, you can raise an official complaint with the airline or airport.
If you have raised a complaint but are unsatisfied with the service you have (or haven’t) received, you can refer your complaint to an independent organisation.
To do so, check whether the airline is a member of an approved alternative dispute resolution (ADR) body. If it is, complain directly to the ADR body. If it isn’t, redirect your complaint to the Civil Aviation Authority (CAA). ADR and CAA will let you know if you have a valid complaint and raise the complaint with the airline on your behalf to resolve the problem.
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