Flights and Your Rights
You're protected by UK consumer laws if your flight is disrupted or cancelled. Read on for more information, and for links to find out more.
Flights can be disrupted for a number of reasons, bad weather, aircraft technical issues, air traffic control issues, scheduling, under-resourcing of crews and more.
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The reason for the cancellation or delay is important when it comes to claiming a refund, or compensation. Knowing the difference makes the difference when it comes to your rights as a customer.
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Rebooking: As a general rule, if your flight is departing from the UK then regardless of the causes for the disruption, you have a right to be transported to your destination, even if it means your carrier rebooks you onto another airline. In reality, in a chaotic situation, this may not always happen, but it is important for you as a customer to be aware of this, before you go shelling out of your own pocket to rebook yourself on another airline. Of course, there may be times, when that is the only option, but remember that it is your carrier's responsibility to get you from A to B, whatever the circumstances.
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Refunds: If your flight is cancelled, you're entitled to a refund regardless of cause of the cancellation.
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Compensation: This is a variable depending on the causes and circumstances for the cancellation. Bad weather/ATC issues: these count as factors beyond the airline's control. This means that the airline is not liable for compensation.
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Airline problems: If the airline notifies you more than 14 days in advance of your flight cancellation, it has a responsibility to either provide you a refund or rebook you free of charge onto an alternative flight. However the airline is not responsible for compensation, as set out by the UK directive based on EC261. If the airline is to blame for the delay or cancellation, and notifies you last minute or less than 14 days in advance, you can claim compensation on top of a refund/rebooking.
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easyJet has a disruption help hub to guide its customers. It also provides a flight tracker to check your flight status, via the easyJet mobile app. You can sign in to check your flight status 2 days in advance, and you can switch flights yourself, or request refund or voucher. easyJet pledges to provide refunds within 7-14 days.
Useful links
Here you'll find useful links to guide you when travel chaos hits
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Advice from the UK's regulator, the Civil Aviation Authority (CAA) covers a huge range of issues, from flight delays to the rights of passengers with disabilities. Click on the link HERE and scroll down their page to find the relevant topic for you
The Association of British Travel Agents offers consumer advice on travel disruption HERand also lodging a complaint with your carrier or travel agent. For complaints click HERE
For general travel advice, including buying travel insurance, safety tips and help click HERE
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Is your holiday ATOL protected? ATOL is a guarantee to you as a consumer that if your holiday company or tour operator goes bust, you'll still be protected. To find out more, click HERE
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