TRAVELLERS face another day of chaos across UK airports today following a major tech outage cancelling flights yesterday.
Thousands of passengers were hit by flight cancellations and delays yesterday due to an air traffic control issue emerging around 1pm.
6
6
People reported being stuck on planes on the tarmac for hours and many travellers are currently stranded abroad with new flights home only available next week.
NATS has now warned that delays are expected to continue as it tries to “clear a backlog of flights” – but here is all you need to know if you have been impacted.
My flight has been cancelled, what do I do?
Contact your airline immediately and ask to be rebooked onto the next available flight.
Airlines must provide you with this option. Unfortunately, in a situation like this where so many flights have been cancelled, it may be that they offer you a flight well into the next few days.
Read more on travel inspo
GO ON
All the little-known websites for cheap or FREE tickets to gigs, theatre & festivals
TRAVEL TIP
The £2.99 SIM hack that can save Brits HUNDREDS abroad
You do not have to accept this. If you can find an alternative flight with a different airline that will get you to your destination sooner, you have the right to either have the airline book you onto this or book it yourself.
Use a credit card, keep all receipts and claim it back from your airline. In situations like this, the last thing you should do is simply get a refund if you have no alternative means of getting to your destination.
If you do this, your airline no longer has any duty of care and does not have to get you home.
Only request a refund if you are happy for the airline to no longer have any responsibility for your travel options. – Lisa Minot, Head of Travel
Most read in Travel
HOL NO
Thousands of passengers to be stranded abroad until next WEEK after airport outage
GROUNDED
Full list of airline travel advice after airport outage cancels 2,000 flights
FLIGHT CHAOS
UK air traffic control glitch FINALLY fixed but fliers warned of more delays
CROWD CONTROL
The 10 barely-visited holiday destinations which need MORE tourists
6
How do I contact my airline?
You will likely be contacted by your airline directly if your flight has been affected by the air traffic control meltdown.
If you are already at the airport or on your way there, the best thing to do is speak to someone on the ground.
Phones will be ringing off the hook right now so the check in desk or your airline help desk is your best bet.
Anyone who is at home and has not been provided with a satisfactory alternative flight or the option to a refund should either call the airline via the customer services number or make contact via the live chat option on the website.
Some airlines, like British Airways, will allow you to rebook within their airline app.
If the changes are complicated, however, phone or in-person is best. – Sophie Swietochowski, Assistant Travel Editor
6
What if I have a holiday package booked?
If you have a holiday package booked, you have more protection than flight-only bookings.
This is because they are ATOL protected, which means your money is safeguarded by a a UK financial protection scheme (often needed for when holiday companies go bust).
If your flight is cancelled, your tour operator must offer an alternative flight or replacement holiday.
If neither work you, then you must be given a full refund – Kara Godfrey, Deputy Travel Editor
Can I get compensation?
No. Airlines are only required to give you compensation if the delay or cancellation is the airline’s fault, as in a technical failure on a plane or issues with crew.
In this situation, where ATC is the reason for the chaos, there is unfortunately no compensation due.
Check your insurance policy to see if you have any redress if you have incurred additional costs like missing a concert or unable to pick up car hire. You may be able to claim for that.
Generally for delays, if an airline looks after you or provides you with food and drink or hotels, you cannot claim for the same costs against your travel insurance. – Lisa Minot, Head of Travel
How do you claim compensation?
If your flight has been cancelled strictly as a result of yesterday’s incident, you will not be entitled to compensation.
This is because the situation is deemed to be outside of the airline’s control and falls under the category of extraordinary circumstances.
Airlines do, however, still have a duty of care to their passengers and anyone experiencing delays of between two to four hours will be entitled to food and drinks vouchers.
These are usually handed out according to the distance you are flying.
For example if your trip is short haul then you are entitled to vouchers once the delay reaches two hours.
The delay must be at least three hours for mid haul or four hours for long haul.
If you are stranded and need to stay in a hotel, this also falls under duty of care and the airline should assist you in this.
As mentioned above, if you end up paying for anything yourself, you must keep receipts so that you can claim this back. – Sophie Swietochowski, Assistant Travel Editor
6
Am I covered by travel insurance?
This is strictly down to what your insurance policy says. It really depends on the level of policy you paid for, so it’s worth checking the small print.
You’ll need to be covered for things like delay, travel disruption, cancellations and missed connections.
If you went for the cheaper option when booking your policy, it’s likely there may be some holes in your cover.
Always make sure you take out travel insurance and check the details before signing on the dotted line – instances like this are why it’s worth protecting yourself. – Caroline McGuire, Head of Travel (Digital)
I missed an event can I get my money back?
It depends what you booked and how.
For a missed concert, theatre show or other event, check your travel insurance to see if it is covered because of the delay or cancellation – you may be able to claim.
The same applies for car hire or missed accommodation expenses but only if your travel insurance policy includes such disruption.
If you paid by credit card and the value is over £100 it may be worth calling your credit card provider and seeing if you can claim under Section 75 of the consumer credit act. – Lisa Minot, Head of Travel
6
What about if you’re supposed to be flying soon?
If you’re due to jet off in the coming days and have not yet been contacted by your airline, take this as a good sign.
The specific issue that resulted in yesterday’s chaos was fixed within four hours and many airports have said that they are operating as normal today.
Despite this quick fix, yesterday still saw over 1000 cancellations across UK airports which has had a dramatic knock on effect that could continue for days.
RECOMMENDED STORIES
Keep a look out for any changes to your flight and act immediately if a cancellation arises.
If your flight is not cancelled, be warned that it could be busier than anticipated, with airlines struggling to find space for passengers who are trying to reach their destination after a cancellation. – Sophie Swietochowski, Assistant Travel Editor