| The number of people left dissatisfied by air travel | | | | incur in eventually reaching you destination by other |
| must be at an all-time high in the UK, with the two | | | | means. Unfortunately BA are exempt from paying |
| causes celebres of the volcanic ash eruptions in | | | | compensation to victims of their worker strike, as this |
| Iceland and the continuing strike by BA cabin crew. | | | | is categorized as extraordinary circumstances, but |
| Both left many planes grounded and many travelers | | | | anyone who missed out due to the strike should still |
| irked. This article provides information on the rights of | | | | pursue a refund. |
| passengers when faced with long delays or cancelled | | | | The recent disruption caused by the volcanic ash has |
| flights, and in what circumstances there is an | | | | been very expensive for airlines, as those stranded |
| entitlement to a refund or compensation from the | | | | abroad are entitled to full refunds and free provisions |
| airline. Also included is advice on how one should go | | | | of meals and accommodation while they wait for |
| about claiming back what one is entitled to. | | | | another flight, on the proviso that either the starting |
| Flight delays can be a nightmare — waiting for | | | | point or destination lies within the EU. This has been of |
| hours on end in an airport with little means of | | | | massive cost to the airline due to the sheer volume of |
| entertainment can be extremely frustrating and leave | | | | sequestered passengers. Low cost airlines were hit |
| you feeling jaded when you eventually arrive at your | | | | particularly hard — Ryanair reported that the |
| destination. Significantly delayed flights can also be | | | | eruption of the Eyjafjallajökull volcano had cost them |
| very costly as they can eat into valuable holiday time. | | | | 50 million euros. |
| If a flight is cancelled outright then you will be even | | | | If you were affected by the volcanic ash episodes |
| more inconvenienced — it might cause you to | | | | and have not already claimed your refund, then the Air |
| miss a once in a lifetime event like a wedding, | | | | Transport Users Council offers advice. British Airways |
| something which no sum of money can make up for. | | | | has said that it is still snowed under with claims relating |
| In recent times there has been a dramatic rise in the | | | | to the volcanic ash cloud that it does not have the |
| number of air travel customers suffering at the hands | | | | manpower to process, so the process may not be the |
| of delays and cancellations, mainly due to two | | | | quickest. Nevertheless, you should not let this deter you |
| high-profile cases. Thousands of people have lost out | | | | from claiming what is rightfully yours. |
| due to the positively gargantuan delays caused by | | | | When seeking to claim compensation after a delayed |
| expulsions of volcanic ash from an Icelandic volcano in | | | | or cancelled flight, the first step should be to write to |
| the first half of 2010, when hundreds of tourists and | | | | the airline responsible, giving them all the details of what |
| businessmen ended up stranded abroad. More | | | | happened and what compensation you believe you |
| people’s travel arrangements were ruined by | | | | are entitled to. Before doing so it would be wise to |
| the ongoing strikes by British Airways’ cabin | | | | consult the EU Regulation 261/2004 (which can be |
| crew. | | | | found on the Civil Aviation Authority website), which |
| If you have been the victim of a cancellation or a | | | | handles flight compensation cases, to ascertain exactly |
| considerable flight delay then you may be eligible for | | | | what you are legally entitled to and also to check the |
| compensation under EU law. In the last decade EU | | | | airline’s website for any information on policy |
| legislation has been brought in that enables disgruntled | | | | regarding complaints. Ideally the airline will comply and |
| airline passengers to claim compensation after delays | | | | cough up, but large organizations can be bullish when it |
| and cancellations. | | | | comes to parting with their money. |
| In cases where compensation is won, the amount paid | | | | If you are unsuccessful in getting compensation directly |
| out is dependent on both the distance of the | | | | from the airline then you can try contacting the Air |
| destination and the amount of time after the original | | | | Transport Users Council, providing your flight did not |
| arrival time that the flight ultimately arrived. The further | | | | depart from a non-EU nation. If you write to them with |
| the flight and the longer the delay, the greater the | | | | all the details of your unsatisfactory travel experience |
| compensation amount. | | | | along with all the pertinent correspondence with the |
| In the case of delays, airlines are compelled to provide | | | | airline then they will further your case. |
| meals, drinks, phone calls, text messages, etc for free | | | | Even if the AUC are unsuccessful with your case, you |
| in most cases where the delay is more than 2 hours. If, | | | | have not yet come to the end of the road. You should |
| however, the delay comes to 5 hours or more, the | | | | still be able to take your case to a County Court and |
| customer has options. A full refund of the ticket can | | | | issue a claim under the Small Claims procedures. For |
| be taken, or alternatively the traveller can be re-routed | | | | more guidance on the Small Claims Court, seek legal |
| to his or her destination for no extra charge, either at | | | | advice. |
| the earliest opportunity or at a later preferred time. It is | | | | If, after trying all of these things, you have not been |
| important to stress that this decision is the choice of | | | | successful, there is one more option if you purchased |
| the customer, and the airline has no right either to | | | | your ticket (even if only partially) with a credit card, and |
| make the decision for them, nor attempt to sway | | | | the price of the ticket was £100 or more. Under |
| them towards either option. | | | | Section 75 of the Consumer Credit Act of 1974 there |
| The one scenario in which you can claim | | | | is a possibility that you can claim compensation from |
| compensation after a delay is if you are denied | | | | your credit card provider. Section 75 is a little-known |
| boarding after a 5-hour or more delay. Damages paid | | | | law whereby the cost of faulty expensive products |
| out by airlines in these cases can be as much as | | | | purchased using a credit card can be reclaimed. |
| 600. | | | | If you have exhausted all your options and are still |
| In the event of a cancellation the chances of financial | | | | without compensation then you can still show your |
| compensation are much greater. After a cancellation a | | | | contempt for the airline by way of a good |
| customer is entitled to a refund and alternative | | | | old-fashioned boycott. If all disgruntled customers |
| transport, but if the flight is cancelled within 14 days of | | | | withdrew their custom from companies that have |
| the departure date, and the airline fails to deliver | | | | mistreated them, they would be forced to invest more |
| adequate re-routing services, the compensation sums | | | | time in customer care. |
| stipulated by EU law range from 125 for shorter | | | | All in all, it is absolutely worthwhile to try, and if you |
| flights to western European destinations to 600 for | | | | have genuinely suffered then you should stand a good |
| flights to more far-flung locations. The compensation | | | | chance of success. |
| will also vary depending on how much of a delay you | | | | |