CAA statement on passenger compensation following NATS disruption on 21 September
A UK Civil Aviation Authority spokesperson said:
“We know many passengers have faced disruption and frustration following a technical issue at NATS Prestwick centre in Scotland on Monday 21 September, and we understand the impact this has had on their travel plans. We have reminded airlines of their responsibilities to look after passengers whose flights have been delayed or cancelled.
“We consider that disruption caused by the technical issue at NATS Prestwick centre in Scotland on 21 September is likely to be considered the result of ‘extraordinary circumstances’ under passenger rights rules. This means that although passengers should be looked after by airlines, they are unlikely to be entitled to compensation for delays or cancellations that were directly caused by the incident.”
Full information on passenger rights in the event of delayed or cancelled flights can be found here: https://www.caa.co.uk/air-passengers/travel-problems-and-rights/flight-delays-and-cancellations/
Guidance to Industry – 21 September 2026
The CAA understands the difficulties many consumers have experienced, and continue to experience, due to flight delays and cancellations resulting from a technical issue on 21 September at National Air Traffic Services’ (NATS) Prestwick centre in Scotland.
The issue has primarily impacted airports in the northern parts of the UK, but other airports have also reported disruptions. While we understand that the issue has now been fixed, the knock-on effect of this may mean that some flights may continue to be disrupted.
The CAA considers that delays and cancellations on 21 September caused by the technical issue at National Air Traffic Services’ (NATS) Prestwick centre in Scotland are likely to be “extraordinary circumstances”. Some delays and cancellations directly caused by the knock-on effects of the issue are also likely to be “extraordinary circumstances”. As a result, passengers are unlikely to be entitled to compensation for cancellations and delays in these circumstances.
The CAA would like to ensure that the overall disruption to passengers is minimised. We remind airlines of the importance of looking after their passengers. Airlines can reduce the overall impact of the delays and cancellations by doing all they can to keep passengers informed. Airlines should also ensure they advise passengers of their rights.
Airlines are obliged to offer passengers whose flights have been cancelled the choice of a refund, re- routing at the earliest opportunity or re-routing at a later date. We understand that re-routing passengers is challenging during periods of major disruption and recognise that the meaning of ‘re- routing at the earliest opportunity’ will depend on the facts of each case. Although airlines are taking steps to work through the operational challenges, unfortunately some passengers will still be unable to get to their destination, or return to the UK, as quickly as we or their airlines would like.
Airlines must also look after passengers while they are delayed and provide them with meals, refreshments and hotel accommodation proportionate to the length of the delay. Particular attention should also be given to those who require more practical assistance. In cases where airlines are unable to proactively offer care, or offer suitable replacement flights, we expect airlines to promptly reimburse passengers for the costs they incur making their own arrangements. Passengers are encouraged to avoid incurring excessive costs.