Flights cancelled? Know your rights!
15/04/2010
As volcanic ash cloud brings huge disruption to flights accross the UK, the European Consumer Centre for Services has issued advice to travellers about what to do if their flights are cancelled.
Jane Negus, ECCS executive, says: "Thousands of consumers plans will be disrupted, however advice is available, it is important for consumers to know their rights."
Claims that consumers will need to make will continue over the coming weeks and they will need advice and help to resolve these matters plus advice on what bodies can help them, particularly if some of the issues that arise are based in other countries.
So, what rights do passengers have?
Passengers whose flights have been delayed or cancelled due to the volcanic dust blown over to the UK from Iceland have the following rights under the Regulation 261/2004 Air Passenger Rights:-
-
Consumers in this instance are entitled to a refund or re-routing if the flight is cancelled
-
If re-routing is offered from an alternative location, the airline shall bear the cost of transferring
-
In the event of re-routing, the consumer is entitled to meals and refreshments, hotel accommodation (if necessary), transport between airport and accommodation, two free telephone calls, faxes or e-mails
-
In the event of delay, where the delay is over two hours, they are entitled to refreshments, hotel accommodation, transport and telephone calls etc.
-
If the delay is over five hours, consumers are also entitled to a refund or re-routing.
-
In cases of ‘extraordinary circumstances’, which are beyond the airlines’ control, consumers are not entitled to compensation.
It is worth advising consumers to check with their travel insurance as they may be entitled to more under their individual policies. For more information, visit the website linked below.