It was Amelia Earhart who said: “Flying might not be all plain sailing, but the fun of it is worth the price.”
Sometimes that ‘price’ comes in the form of flight delays and cancellations. Recent figures show that last year flight delays doubled, and, in the first three months of this year, more UK departures were cancelled than the same time pre-pandemic.
So, if you’re heading off and your flight is delayed or cancelled, what can you do?
The good news is that if you’re departing from the UK or your flight is operated by a UK or European airline, you’re protected by the Denied Boarding Regulation (EU Regulation 261/2004) – but only if you have a confirmed booking and you checked in on time.
If your flight is cancelled, you’re entitled to either a full refund or a replacement flight to get you to your destination. You can also get help with costs if the cancellation delays you by over two hours – and, in some cases, compensation. You’ll also get assistance at the airport with calls and refreshments.
When your flight is delayed, you’re entitled to assistance based on how long you have been waiting and the flight duration. For example, after a three-hour wait when flying medium haul (about a two-to-four-hour flight time; think Spain or Italy), you can get two free phone calls, free meals and refreshments and free hotel accommodation if an overnight stay is required.
More than a five-hour delay, and you’re entitled to a full refund for this and any other flights you would have used as part of the same booking, and a flight back to the original departure airport if you’re midway through a journey.
You’re entitled to compensation if your flight arrives more than three hours late – and it is the airline’s fault. It depends on the flight distance, the length of delay, and the reason. Check out the Citizens Advice website for more information: (https://www.citizensadvice.org.uk/). But, if you are delayed because of extraordinary circumstances (e.g. security risks, drone disruption, and strikes by non-airline staff) the airline doesn’t have to pay compensation.
If you are at the airport, talk to the airline or airport representative. If you are claiming after the event, contact the airline with details of your flights, booking number, and what you want the airline to give you. Include copies (not originals) of tickets and receipts. Take notes when you speak to airline representatives and keep records of when you send correspondence.
Of course, while there are some delays and cancellations, the vast majority of flights get away on time, or with only a few minutes delay. Enjoy your trip!
Phone our general Advice Line on 0800 144 8848 (Mon-Fri 10-5). Alternatively, find more information at citizensadvice.org.uk. If you’re in Surrey Heath: call 01276 417900 and leave a message for a call back or email advice@ca-sh.org.uk.
