THERE is nothing worse than a delayed or cancelled flight – and one airline is now making passengers pay extra if they want help quicker.
Wizz Air has launched a new add-on called ‘Disruption Assistance’, which it claims is ‘added protection’.
According to the airline, passengers will “get extra support if your flight is disrupted on the day of travel”.
The new add-on means that travellers will get notifications for disruptions over two hours, for any reason including severe weather, issues at airports or even strikes.
Another part of the add-on is that you will get rebooked quickly when time matters, even if this means needing to travel with another airline.
You will also be able to request a full refund if the alternatives offered to you don’t work.
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The final part of the add-on is that you will get “access [to] easy self-service tools or speak to an agent”.
You can add Disruption Assistance during the booking process or in Manage My Booking on the airline’s website or app.
In addition, if your flight is impacted on your day of travel, you will be sent an email to the Disruption Portal where you will be able to rebook via one of the options given or offered a refund.
According to EX-YU Aviation, the add-on costs between €9.90 (£8.51) and €14.90 (£12.80) per person.
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Legally, the airline must rebook you under EU/UK Regulation 261/2004, if your flight is cancelled or delayed by more than five hours.
Airlines will usually try to rebook you on their own airline’s next available flight.
However, if they are unable to get you to your destination on the same day or next day, they must legally book you onto a rival airline and reimburse you.
Essentially, the Disruption Assistance add-on means you don’t have to battle with the airline’s customer service for a new flight or refund.
Flight compensation rules
A look at your rights if a flight is delayed or cancelled, when your entitled to compensation and if your travel insurance can cover the costs.
What are my rights if my flight is cancelled or delayed?
Under UK law, airlines have to provide compensation if your flight arrives at its destination more than three hours late.
If you’re flying to or from the UK, your airline must let you choose a refund or an alternative flight.
You will be able to get your money back for the part of your ticket that you haven’t used yet.
So if you booked a return flight and the outbound leg is cancelled, you can get the full cost of the return ticket refunded.
But if travelling is essential, then your airline has to find you an alternative flight. This could even be with another airline.
When am I not entitled to compensation?
The airline doesn’t have to give you a refund if the flight was cancelled due to reasons beyond their control, such as extreme weather.
Disruptions caused by things like extreme weather, airport or air traffic control employee strikes or other ‘extraordinary circumstances’ are not eligible for compensation.
Some airlines may stretch the definition of “extraordinary circumstances” but you can challenge them through the aviation regulator the Civil Aviation Authority (CAA).
Will my insurance cover me if my flight is cancelled?
If you can’t claim compensation directly through the airline, your travel insurance may refund you.
Policies vary so you should check the small print, but a delay of eight to 12 hours will normally mean you qualify for some money from your insurer.
Remember to get written confirmation of your delay from the airport as your insurer will need proof.
If your flight is cancelled entirely, you’re unlikely to be covered by your insurance.