What must you do in case your flight is cancelled? Rights defined amid Heathrow chaos

March 21, 2025

As much as 291,000 passengers face a cancelled or disrupted journey, in keeping with aviation knowledge agency Cirium – with some dealing with the nightmare of being caught in an airport transit lounge in the event that they land in a rustic with out the required entry paperwork.

However what rights do passengers have to say compensation – and when can they anticipate to reach at their supposed vacation spot?

Alternative flights at ‘earliest alternative’

In accordance with ABTA, the commerce organisation for journey brokers, passengers have “vital rights in relation to alternative flights, refunds and common buyer care”.

If a flight is cancelled for a departure from the UK, or for a journey to the UK with a UK airline, then the airline should supply passengers the selection of a alternative flight on the earliest alternative or a refund. The choice flight will be on a distinct airline.

What if you happen to’re travelling to the UK on a non-UK airline?

Passengers flying to the UK with a non-UK airline might want to verify the phrases and circumstances of their reserving to see what they’re entitled to.

UK shopper legal guidelines apply to passengers on flights departing from an airport within the UK (on any airline), flights arriving at an airport within the UK (on an EU or UK airline) and flights arriving at an airport within the EU on a UK airline.

They don’t cowl flights arriving within the UK on an non-EU or UK airline.

Grant Winter, compliance officer at specialist journey insurance coverage supplier, Good to go, stated: “While you e-book flights with an airline, you’re primarily getting into a contract meaning they’re required to get you to a sure vacation spot, at an agreed time.

“In the event that they’re unable to observe by with their finish, they’ve a authorized responsibility underneath UK regulation, to give you a full refund or present another flight.”

Compensation for disruption and emotional misery?

Nevertheless passengers usually are not more likely to be entitled to say compensation for the disruption – whatever the emotional or skilled misery it’s more likely to trigger.

Julia Lo Bue-Stated, chief govt of the Benefit Journey Partnership, stated: “Compensation nevertheless tends to be provided when the airline is at fault whereas immediately’s occasion is more likely to qualify as ‘extraordinary circumstances’ so compensation might not be provided.”

Mr Winter from Good to go stated that, in instances the place the airline is at fault, passengers could also be entitled to as much as £520 compensation, even when they settle for a alternative flight.

He stated: “This solely applies if the airline is at fault (i.e. cancellations aren’t on account of extreme climate circumstances), the alternative flight delays you by two or extra hours and your flight was cancelled lower than 14 days earlier than departure.”

Stranded passengers on the roundabout outdoors Heathrow Airport Terminal 5

Mathilde Grandjean /PA Wire

BA’s recommendation to passengers is that bills will be claimed for “lodge lodging, transport between the airport and your lodge, foods and drinks and two telephone calls or the equal web price”.

It says bills can’t be claimed for “journey that is completely different out of your unique reserving. For instance, flying from a distinct departure airport, or to a distinct vacation spot. This additionally consists of automobile rental or parking.”

As well as, it doesn’t supply bills for “any various flights you booked independently, any losses. For instance, a lack of earnings, and any bills we predict are unreasonable”.

But it surely says: “In case your flight was cancelled, which meant you missed a connecting flight, you’ll be able to apply for compensation [via its website.”

When Heathrow flights resume, it will be passengers with existing bookings who take priority – with others put to the end of the queue, hoping for an empty seat.

Nicky Kelvin, editor at large at the travel website The Points Guy, said: “This is an extraordinary situation, passengers are reminded that under normal circumstances, if they are delayed for more than two hours on a short-haul flight, airlines must provide them with support such as food and drink and reimbursement for phone calls.

“If they are delayed overnight, the airline will provide them with accommodation and transport to a hotel or home.

“Usually if travellers arrive at their destination more than three hours late, they are entitled to compensation, however as these are extraordinary circumstances and out of the airlines’ control, this type of compensation will very likely not be payable.”

Passengers are entitled to care and assistance while they wait. This usually means refreshments, access to communications e.g. phone calls, plus accommodation and transfers if the flight is delayed until the next day or later, according to ABTA.

It advises: “If your airline advises you to make alternative travel arrangements and claim back the cost later, you should incur reasonable costs and keep all receipts.”

Assistance typically starts after a two-hour delay for a short haul flight, three for medium-haul and four for long-haul flight.

Airlines will often issue vouchers. If they don’t, then keep your receipts. Purchases considered “luxury” such as alcohol or luxury hotels are unlikely to be covered.

Flames tower above the electricity substation as the fire raged

Courtesy of X user @chrisjbrogan

ABTA says passenger rights vary depending on whether the flight was booked as part of a package holiday or not.

ABTA says: “If your flight is part of a package holiday – you will have the highest level of protections. Your travel company will be in touch regarding your holiday.”

Stranded after flight diverted to a non-UK airport?

Simon Calder, The Independent’s travel editor, told Times Radio that some passengers forced to land outside the UK – such as a BA flight from Accra in Ghana that was diverted to Lyon in the south of France – may not have the correct paperwork to enter Europe.

“They will be stuck in the transit lounge,” Mr Calder said. “That is going to be a complete nightmare for them.”

Online flight tracking service FlightRadar24 said 120 flights to Heathrow were in the air when the closure was announced.

Mr Calder said: “People will be stumbling off their plane, blearily wondering how they are going to get to their final destination.

“There is going to be disruption rumbling on through the weekend. It’s clear that British Airways will have its planes, its pilots and its passengers in all corners of the world, and just getting those people where they need to be when operations resume is going to be very difficult.”

Which airlines are affected?

Cirium data showed scores of inbound long-haul flights being diverted or returning to their point of departure involving BA, Virgin Atlantic, American Airlines, United, Delta, Air Canada, Air India, JetBlue, Japan Airlines and Qantas.

What about other London airports?

“Friday is typically the busiest day for travel with people returning from business trips, going on holiday or visiting friends and family, so all airports will likely be incredibly busy,” according to Julia Lo Bue-Said, chief executive of the Advantage Travel Partnership.

“Therefore, the reality is that the London airports would have been busy today already and this incident will exacerbate it further.”

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What must you do in case your flight is cancelled? Rights defined amid Heathrow chaos

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