The Civil Aviation Authority is responsible for European passenger rights in the UK and works with the Air Transport Users Council (AUC) in providing information and advice.
Depending on the circumstances, European law requires airlines to provide assistance to passengers during delays. This includes catering, communications and overnight accommodation if necessary. If a delay extends beyond five hours, passengers can request a refund if they choose not to travel. If a flight is cancelled alternative flight options should be offered. Where these are unacceptable a full ticket refund should be provided, and in some instances compensation.
In the first instance you should contact your airline to resolve a problem or complaint.
If you are unhappy with the airline’s response, you should contact the Air Transport Users Council (AUC), www.auc.org.uk.
The European Consumer Centre Network, www.ukecc.net, should be contacted when complaints concern European flights booked and operated outside the UK.
If your flights were part of a holiday package, you should contact your tour operator.
If you are unhappy with the tour operator’s response, you should contact Consumer Direct, www.consumerdirect.gov.uk.
Regulation (EC) 261/2004 sets out passenger rights against airlines when flights are delayed, cancelled or overbooked. It also requires, under Article 16, that each EC Member State shall designate a body responsible for the enforcement of the Regulation and a competent body that airline customers can contact concerning alleged infringements. The Civil Aviation Authority is responsible for enforcement; the Air Transport Users Council (AUC) provides advice to the public on alleged infringements, and provides information to the Civil Aviation Authority if, in its opinion, a particular airline is consistently breaking the rules.
You may be entitled to compensation between £125 and £600 depending on the flight distance and the delays incurred when rerouted.
You may request a refund of your ticket if the delay exceeds five hours, but only if you decide not to travel.
Financial compensation is due unless you were informed 14 days before the flight, or you were rerouted close to your original times, or the airline can prove that the cancellation was caused by extraordinary circumstances.
Depending on the circumstances, if you are denied boarding or your flight is cancelled or delayed, you may be entitled to receive assistance (catering, communications, and an overnight stay if necessary). In the event of denied boarding or cancellation, you may be offered the option of continuing your trip or a refund of your ticket.
Denied Boarding, Cancellation and Delay: Passenger Rights
