There are several rights that can apply to customers
Tourists and travellers have been urged to read up on their rights after a major incident at a UK airport. You may want to keep your a hold of your paperwork as the delays and disruption continues.
Passengers at Bristol Airport faced major frustration after a runway fault caused huge delays. The problem affected services on the evening of Friday, August 7, with the runway back open on the morning of Saturday, August 8.
Delays and disruption continue after flights were grounded for several hours. You may want to familiarise yourself with the rules around your flight being delayed and what your rights are in a case such as this.
What support must be airline provide if my flight is delayed?
The Civil Aviation Authority has a helpful ‘need to know’ video explaining what your rights are if your flight is delayed. The group explains: “If you’re flying from a UK airport or coming back on a UK airline and are significantly delayed, your airline must look after you with food, drink, a way to communicate such as access to a phone or email, and if you’re delayed overnight, a hotel and transport.”
These services must be provided for you after:
- 2 hours delay for a short haul flight – under 1,500km
- 3 hours delay for a medium distance flight – between 1,500km and 3,500km
- 4 hours delay for long haul flights – over 3,500km.
‘Keep your receipts’
Your airline may cover your food costs by providing vouchers for you to use at the airport’s cafés and restaurants. But if this help is not offered, you can still get your money back.
The CAA explainer video informs travellers: “If you can’t get help, remember to keep those receipts for any reasonable costs and claim them back later.”
Could I get compensation?
You are unlikely to get compensation if your flight is delayed due to an issue such as a runway fault. This may be deemed to be outside of the airline’s control.
However, if the reason for the delay is the airline’s responsibility, you may be eligible for compensation if your flight is delayed by at least three hours.
These include:
- If your flight is under 1,500 kilometres – £220 per person.
- If your flight is between 1,500 and 3,500 kilometres – £350 per person.
- If your flight is over 3,500 kilometres (such as London to New York) – £260 per person if between three or four hours late; £520 per person if more than four hours.
Find out more about what your rights are if your flight is delayed on the Civil Aviation Authority website.
