You will have seen reports about possible disruption to flights this summer.
As the summer travel season approaches, airlines, government and industry partners are working closely to support smooth journeys. While there is a risk of some disruption as a result of the situation in the Middle East, travellers in the UK are well protected by some of the strongest passenger rights in the world, offering reassurance if disruption does occur.
The information below brings together everything you need to know about your rights, should your travel plans be affected. More detail can also be found on the CAA website: Air passengers | UK Civil Aviation Authority
Cancellations
Cancellation of a flight departing from the UK
These rights apply regardless of how far in advance of travel your flight is cancelled
If your cancelled flight was booked directly with the airline or via a 3rd party
Your airline is required by law to offer you the following 3 options to choose from:
- a refund
- an alternative flight (referred to as “re-routing”) at the earliest opportunity
- an alternative flight (referred to as “re-routing”) at a later date at your convenience, subject to availability.
You will be required by the airline to select one of these options. Once you have committed to one of these options with your airline you are unlikely to be able to change your mind. Ensure that you consider all options carefully before selecting the best choice for you.
More information on the first two options is provided below
A Refund
Do not choose a refund of your flight if you still wish to travel. If you choose a refund, you will not be entitled to re-routing or care.
If you no longer wish to travel you can ask for a refund.
If you chose this option, you will need to confirm this with your airline.
The airline should provide you with a refund within 7 days. If you booked through a 3rd party, your refund may take longer.
Your right to a refund applies to all the parts of the ticket you have not used. For example, if you booked a return flight and did not depart, you are entitled to the full cost of the return ticket. If you are part way through your journey and your connecting flight is cancelled you are also entitled to a flight back to your original UK departure airport if you decide not to, or cannot, continue your journey.
An alternative flight (re-routing) at the earliest opportunity
This option requires the airline to find you an alternative flight to your destination as close as possible to the time of your original flight.
If there are lots of flights being cancelled, it may be challenging for your airline to find you alternative flight seats as other flights may already be full. Although we expect your airline to do all it can to offer you an alternative flight (which may mean flying on an alternative airline) and keep you updated while you wait, limited available seats may mean that your airline may not be able to get you to your destination as quickly as you or it would wish.
If you are already at the airport when your flight is cancelled and you choose this option, your airline should also provide you with care in the form of meals, refreshments and hotel accommodation proportionate to the wait for your alternative flight. You are also entitled a means of communication e.g. two phone calls or emails.
More advice on the can be found here.
If your airline is unable to proactively offer you care, or offer a suitable alternative flight, we expect it to promptly reimburse you for the costs you incur making your own arrangements. Make sure you keep itemised receipts and avoid incurring excessive costs.
If your cancelled flight was a component of a package holiday
If you cancelled flight was a component of a package holiday you benefit from the same rights as if you had booked directly with the airline. Refer to “If you booked a flight directly with the airline or via a 3rd party” for details of these rights.
In addition, you may also benefit from additional rights under the Package Travel and Linked Travel Arrangements Regulations.
Your package provider must offer a suitable alternative holiday if it can, or a refund for the full price of your package holiday.
Cancellation of a flight departing to the UK
If you booked a flight directly with the airline or via a 3rd party
If your return flight has been cancelled, you may be covered by UK passenger rights legislation, however this is dependent on which airline is operating your flight.
The table below illustrates whether your flight is covered by UK passenger rights legislation:
|
Flight Itinerary |
UK or EU Air Carrier |
Non-UK /non-EU Air Carrier |
|
Arriving into the UK |
✔️ Covered |
❌ Not Covered |
If UK passenger rights legislation does not apply we encourage airlines to do all they can to minimise the overall impact to their passengers. You may also have some protection if you booked your flight with a credit card or via your travel insurance.
If your flight is covered by UK passenger rights legislation your airline is required by law to offer you the following 3 options to choose from:
- a refund
- an alternative flight (referred to as “re-routing”) at the earliest opportunity
- an alternative flight (referred to as “re-routing”) at a later date at your convenience, subject to availability.
You will be required by the airline to select one of these options. Once you have committed to one of these options with your airline you are unlikely to be able to change your mind. Please ensure that you consider all options carefully before selecting the best choice for you. For most passengers, your choice will be a flight home.
More information on the first two options is provided below.
A Refund
Do not choose a refund of your flight if you still wish to travel. If you choose a refund, you will not be entitled to re-routing or care.
If you no longer wish to travel you can ask for a refund.
If you chose this option, you will need to confirm this with your airline.
The airline should provide you with a refund within 7 days. If you booked through a 3rd party, your refund may take longer.
Your right to a refund applies to all the parts of the ticket you have not used. For example, if you booked a return flight and did not depart, you are entitled to the full cost of the return ticket. If you are part way through your journey and your connecting flight is cancelled you are also entitled to a flight back to your original UK departure airport if you decide not to, or cannot, continue your journey.
An alternative flight (re-routing) at the earliest opportunity
This option requires the airline to find you an alternative flight to the UK as close as possible to the time of your original flight.
If there are lots of flights being cancelled, it may be challenging for your airline to find you alternative flight seats as other flights may already be full. Although we expect your airline to do all it can to offer you an alternative flight (which may mean flying on an alternative airline) and keep you updated while you wait, limited available seats may mean that your airline may not be able to get you to your destination as quickly as you or it would wish.
If you are already at the airport when your flight is cancelled and you choose this option, your airline should also provide you with care in the form of meals, refreshments and hotel accommodation proportionate to the wait for your alternative flight. You are also entitled a means of communication e.g. two phone calls or emails.
More advice on care can be found here.
If your airline is unable to proactively offer you care, or offer a suitable alternative flight, we expect it to promptly reimburse you for the costs you incur making your own arrangements. Make sure you keep itemised receipts and avoid incurring excessive costs.
If your cancelled flight was a component of a package holiday
If you cancelled flight was a component of a package holiday you benefit from the same rights as if you had booked directly with the airline. Refer to “If you booked a flight directly with the airline or via a 3rd party” for details of these rights.
In addition, you may also benefit from additional rights under the Package Travel and Linked Travel Arrangements Regulations.
Normally your tour operator will contact you in advance to re-arrange your flights back to you UK. However, if you are at the airport, you should contact your package travel organiser to talk through your options.
Delays
Delay to a flight departing from the UK
If your flight from the UK is delayed your airline may be required to provide care in the form of meals, refreshments, hotel accommodation and a means of communication (e.g. two phone calls or emails).
Your entitlement to this care and assistance is dependent on both the length of your delay and the destination you are travelling to. The information below sets out the point at which you become entitled to this care and assistance:
- for a delay of at least two hours for flights under 1,500km (such as Glasgow to Amsterdam);
- for a delay of at least three hours for flights between 1,500km and 3,500km (such as East Midlands to Marrakesh);
- for a delay of at least four hours for flights over 3,500km (such as London to New York).
You can calculate the distance of your flight using the Great Circle Route method by using a third-party website.
The care and assistance provided should be proportionate to the wait for your alternative flight.
More advice on delays can be found here.
If your airline is unable to proactively offer you care, we expect it to promptly reimburse you for the costs you incur making your own arrangements. Make sure you keep itemised receipts and avoid incurring excessive costs.
Delay to a flight scheduled to arrive in the UK
If your flight back to the UK is delayed, you may be covered by UK passenger rights legislation, however this is dependent on which airline is operating your flight.
The table below illustrates whether your flight is covered by UK passenger rights legislation:
|
Flight Itinerary |
UK or EU Air Carrier |
Non-UK /non-EU Air Carrier |
|
Arriving into the UK |
✔️ Covered |
❌ Not Covered |
If your flight to the UK is delayed and you are protected by UK passenger rights legislation, the airline may be required to provide care in the form of meals, refreshments, hotel accommodation and a means of communication (e.g. two phone calls).
Your entitlement to this care and assistance is dependent on both the length of your delay and the destination you are travelling to. The information below sets out the point at which you become entitled to this care and assistance:
- for a delay of at least two hours for flights under 1,500km (such as Glasgow to Amsterdam);
- for a delay of at least three hours for flights between 1,500km and 3,500km (such as East Midlands to Marrakesh);
- for a delay of at least four hours for flights over 3,500km (such as London to New York).
You can calculate the distance of your flight using the Great Circle Route method by using a third-party website.
The care and assistance provided should be proportionate to the wait for your alternative flight.
More advice on care can be found here.
If your airline is unable to proactively offer you care, we expect it to promptly reimburse you for the costs you incur making your own arrangements. Make sure you keep itemised receipts and avoid incurring excessive costs.
If UK passenger rights legislation does not apply we encourage airlines to do all they can to minimise the overall impact to their passengers. You may also have some protection via your travel insurance.
Entitlement to fixed sum compensation
Entitlement to fixed sum compensation for a flight departing from the UK
Delays
In addition to the right to care set out in Delay to a flight departing from the UK under UK passenger rights legislation you may be entitled to claim a fixed amount of compensation. This entitlement may apply if your flight is delayed and you arrive at your destination airport more than three hours late. Your entitlement depends on your destination and the length of delay.
You can find more information on compensation amounts for delays here.
Cancellations
In addition to the rights set out in Cancellation of a flight departing from the UK
you may be entitled to claim a fixed amount of compensation if you received less than 14 days’ notice of your flight cancellation.
Entitlement depends on whether you received 7-14 days’ notice, or less than 7 days’ notice, and the timing of any replacement flight.
Entitlement to fixed sum compensation for a flight departing to the UK
If your flight back to the UK is delayed or cancelled, you may be entitled to compensation if you are protected by UK passenger rights legislation. This is dependent on which airline is operating your flight.
The table below illustrates whether your flight is covered by UK passenger rights legislation:
|
Flight Itinerary |
UK or EU Air Carrier |
Non-UK /non-EU Air Carrier |
|
Arriving into the UK |
✔️ Covered |
❌ Not Covered |
If you are covered by UK passenger rights legislation then you may be entitled to claim fixed sum compensation from your airline:
Delays
This entitlement may apply if your flight is delayed and you arrive at your destination airport more than three hours late. Your entitlement depends on your destination and the length of delay.
You can find more information on compensation amounts for delays here.
Cancellations
You may be entitled to claim a fixed amount of compensation if you received less than 14 days’ notice of your flight cancellation.
Entitlement depends on whether you received 7-14 days’ notice, or less than 7 days’ notice, and the timing of any replacement flight.
Is compensation always payable?
There are circumstances where, despite experiencing a delay or cancellation, UK passenger rights legislation does not entitle a passenger to receive fixed sum compensation.
UK passenger rights legislation exempts airlines from paying fixed sum compensation for delays and cancellations that they believe were caused by extraordinary circumstances which could not have been avoided even if all reasonable measures had been taken.
Every case is context and fact specific, and airlines must also demonstrate that they took all reasonable measures to prevent a delay or cancellation, or to mitigate its effects.
Based on examples from air passenger rights legislation, and decisions by UK and EU courts, we have provided examples of events which are likely to be viewed as extraordinary circumstances. Your airline is likely to reject a claim for fixed sum compensation if these caused your delay or cancellation:
- Weather conditions incompatible with the safe operation of the flight
- Strikes (unrelated to the airline such as airport staff, air traffic control or border force)
- Acts of terrorism or sabotage
- Security risks
- Air traffic control management decisions affecting flight scheduling
- Political or civil unrest
- Hidden manufacturing defects (a manufacturer recall that grounds a fleet of aircraft
- Bird strikes
- Tyre damage caused by a foreign object
- Fuel spillage on a runway
- The impact of an unruly passenger