Brits warned to check flights as air traffic chaos could mean days of delays

29 August 2023 , 11:16

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The knock-on impact of the issues are likely to be felt for days (Image: AFP via Getty Images)

Passengers due to fly home this week or scheduled to head abroad in the coming days should know their rights and keep as up to date as possible.

A major issue with the UK's air traffic control system yesterday meant more than 1,500 flights into and out of the country were cancelled yesterday, leading to dozens more services to be grounded today as a result. The knock-on impact of displaced planes and crews is likely to be felt for some days to come.

If you have to fly this week, the prospect of heading to the airport only to find your service bumped is one few would relish. While the disruption is likely to ease significantly by the end of today and then through to the end of the week, some flights will be cancelled and some holidaymakers stuck for several days waiting to get back.

UK airlines should proactively contact customers if their flights are going to be cancelled or significantly delayed. However, you should regularly check your flights' status ahead of making your way to the airport in case of any last minute changes.

Have you been caught up in the chaos? Email [email protected]

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Another day of chaos for UK air passengers is expected today

Advice differs from airline to airline, with British Airways urging passengers not to head to the airport on Tuesday without making sure your flight is on. TUI has said passengers should travel to the airport as usual, "unless contacted directly by TUI and told otherwise." Ryanair has advised customers to check their apps regularly.

It is important to note that the costs of alternative flights and accommodation have to be 'reasonable'. Booking the cheapest alternative ticket and hotel is probably the best way to ensure you get a full refund. Attempting to take advantage of the situation by booking business class seats and a luxury hotel would be unwise as you would need to show evidence that they were the only remaining options.

Under the EC261 consumer protection law, airlines should do everything they can to keep their passengers up to date on the situation, providing them with food and accommodation while waiting and doing their best to get them to their destination as quickly as possible.

Although delayed passengers are not entitled to cash compensation if their flights are cancelled because of the air traffic issues - as it is considered an 'extraordinary circumstance' - airlines have a duty of care to passengers who are delayed or face cancellation regardless of the reason.

This means airlines must provide care and assistance, such as meals, allowing for travellers to communicate messages, and providing hotel accommodation - including transfers to and from the hotel - for overnight delays. What specifically you are due from your airline depends on the the distance of the flight and how long it has been delayed. You can check the Civil Aviation Authority's website to find out how much you might be entitled to.

If the delay lasts more than five hours, but the service is not cancelled, passengers can generally opt not to travel but to claim a refund instead. It is unlikely that any of the people caught up in today's delays will be able to receive compensation in addition to the refund rights outlined above.

If you cannot find a flight home with the airline you originally booked with, fear not. Passengers must be offered the choice of a refund, alternative flights at the earliest opportunity, or re-routing at a later date, subject to availability. This means re-routing on any airline, not just the one you originally booked with. For example, if your booking is with Ryanair, but a BA, easyJet or Wizz flight gets you back earlier, then Ryanair should put you on it.

If your delay getting home means you will miss work, make sure you talk to your employer about working from where you are (if possible), taking leave or making time up later if you cannot get to work because of travel disruption. Rights about travel disruption can be outlined in the employment contract - you should check this first.

Matthew Harwood of Confused.com travel insurance has offered his advice for passengers waiting for a plane. "If you're expecting to fly to or from a UK airport over the coming days, you should contact your airline first to check the status of your flight," he said.

"It's likely that passengers won't receive compensation for technical issues outside of the airlines control, but airlines do still have a duty of care. So if your flight is cancelled, you should be offered an alternative flight, or a full refund if this isn't possible. If delayed, the airline also has an obligation to provide you with food and drink, or accommodation, if necessary.

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“If you have comprehensive travel insurance, you may also be able to make a claim for other expenses for your trip. If you need to make a claim but are unsure what to do, our guide on how to claim on your travel insurance can help."

Milo Boyd