Here the PA news agency answers 13 key questions on assistance and compensation.
Passengers often struggle to receive the assistance they are entitled to during major disruption (Maja Smiejkowska/PA)
– What flights are covered by UK consumer law?
Flights operated by an airline departing from a UK airport, flights operated by a UK or EU airline arriving at a UK airport, or flights operated by a UK airline arriving at an EU airport.
– How long must a flight be delayed before I am entitled to assistance?
It depends on the distance of the flight.
For flights under 1,500km (932 miles) such as from Glasgow to Amsterdam: at least two hours.
For flights between 1,500km (932 miles) and 3,500km (2,175 miles) such as from Manchester to Marrakesh: at least three hours.
For flights over 3,500km (2,175 miles) such as from Heathrow to New York: at least four hours.
– What should this assistance include?
A reasonable amount of food and drink (often via vouchers), a means for you to communicate (often by refunding the cost of phone calls), and accommodation and transfers if an overnight stay is required.
– What happens in reality?
Airlines often fail to provide this assistance during major disruption because of being overwhelmed by requests and a shortage of available rooms in local hotels.
The Civil Aviation Authority (CAA) says in this scenario, passengers can organise their own assistance and claim the costs back from the airline by submitting receipts.
– Does that mean I should book a luxury hotel suite and order champagne?
Airlines are unlikely to reimburse you for that. The CAA advises passengers not to “spend more than is reasonable”.
– How long must assistance be provided?
Until your flight takes off or you accept a refund after deciding not to travel.
– What about getting to my d...
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