Taking a flight is a convenient way to reach your destination, but sometimes things don’t go as planned. Flights can be delayed, canceled, or you might even be denied boarding. Don’t worry! In many cases, UK law protects your rights as a passenger.
Does UK Law Protect Your Flight?
The good news is that you have legal rights if you are flying to, from, or within the UK. However, not all flights are covered by UK law. To be protected, your flight must meet one of these criteria:
- Departing from a UK airport: This applies to any airline.
- Arriving at a UK airport: This only applies to EU or UK airlines.
- Arriving at an EU airport: This only applies to UK airlines.
You can find more information about which flights are covered by UK law by reviewing this document. It explains how your entitlements change based on different situations.
What Happens When Your Flight is Delayed?
Airlines are required to provide you with care and assistance if your flight is significantly delayed. This includes:
- Food and drink: Airlines must provide a reasonable amount of food and drinks, usually in the form of vouchers.
- Communication: They must ensure you have a way to communicate, often by covering the cost of your calls.
- Accommodation: If you are re-routed the next day, airlines must provide you with accommodation, typically in a nearby hotel.
- Transportation: Airlines must arrange transportation to and from the accommodation or your home if you can return.
These provisions are in place until you reach your destination, regardless of how long the delay lasts or the reason for it.
What to Do When Delays Happen
Airlines will typically provide vouchers for food and drinks during delays. If you need accommodation, they may book a hotel and arrange transportation. However, sometimes airlines may be unable to provide care and assistance to all passengers, especially during major disruptions.
In these situations, you have the right to organize reasonable care and assistance yourself and claim the cost back later. Keep all receipts and avoid excessive spending. You can also check with the airline for guidance on reasonable costs.
Compensation for Delays
If your flight arrives at its destination more than three hours late, you might be eligible for compensation. However, this depends on the reason for the delay. You won’t receive compensation if the delay is due to factors outside the airline’s control, such as:
- Extreme weather conditions
- Airport or air traffic control strikes
- Other extraordinary circumstances
The amount of compensation you receive depends on the length of your flight. You can find a list of flights investigated by the CAA for compensation entitlement here.
What Happens When Your Flight is Canceled?
If your flight is canceled, the airline must inform you when you can expect to fly to your destination. You can also check for updates on the airline’s website or by contacting them directly.
Choosing to Fly or Get a Refund
You have the option to cancel your trip and receive a full refund if your flight has been delayed for more than five hours. If you’re a transfer passenger and missed your connecting flight due to the delay of your first flight, you are entitled to a flight back to your original departure point.
Keep in mind that once you opt for a refund or to travel later than the first available flight, the airline is no longer obligated to provide you with food, drinks, or accommodation. If you are on a package holiday, canceling your outbound flight might affect your entire trip. Contact your package organizer or the airline for more information.
Getting to Your Destination
If you still want to travel, your airline must get you to your destination. They may need to re-arrange transport and rebook passengers, but they are legally obligated to get you there. The airline will continue to provide you with food, drinks, access to communications, and accommodation (if delayed overnight) while you wait for your rearranged transport.
In some cases, airlines might advise you to make alternative travel arrangements and claim the cost back later. If you do this, try to keep costs down, save your receipts, and note the name of the person giving this advice. Book with the same airline if possible.
Remember Your Rights
Being aware of your rights as a passenger is important. If you face a flight disruption, stay calm and remember that airlines are responsible for assisting you and ensuring you reach your destination. Use this information to understand your rights and protect yourself while traveling.
