What rights do passengers have in the event of an IT failure or a flight interruption?

Due to the IT outage, thousands of passengers had to expect delays and cancellations of their flights on Friday.

Here the PA news agency answers the ten most important questions on aid and compensation.

– Which flights are covered by UK consumer protection 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 does the flight have to be delayed for me to be eligible for assistance?

This depends on the flight distance.

For flights under 1,500 km (932 miles), e.g. from Glasgow to Amsterdam: at least two hours.

For flights between 1,500 km (932 miles) and 3,500 km (2,175 miles), for example from Manchester to Marrakesh: at least three hours.

For flights over 3,500 km (2,175 miles), e.g. from Heathrow to New York: at least four hours.

– What should this support include?

A reasonable amount of food and drink (often in the form of vouchers), a means of communication (often through reimbursement of telephone costs), and accommodation and transfers if an overnight stay is required.

– What happens in reality?

In the event of major disruptions, airlines are often unable to provide this assistance because they are overwhelmed with requests and there are not enough rooms available in local hotels.

The Civil Aviation Authority (CAA) explains that in this case, passengers can organize assistance themselves and claim back the costs from the airline upon presentation of receipts.

– Does this mean I should book a luxury hotel suite and order champagne?

Airlines are unlikely to reimburse you for these costs, with the CAA advising passengers not to “spend more than is reasonable”.

– How long must the assistance be provided?

Until your flight departs or you accept a refund after deciding not to travel.

– How do I get to my destination?

If a flight is cancelled, airlines are obliged to refund you the full amount or to transport you to your destination if you still wish to travel.

Most will rebook you on another of their flights, but you may be entitled to travel on a different airline or alternative mode of transport if it gets you to your destination significantly faster.

Passengers who do so often have to purchase their tickets themselves and request a refund from their original airline.

The story continues

– What if I don’t want to travel anymore?

If the delay is more than five hours, you are entitled to a refund.

– Am I entitled to compensation if my flight is delayed?

Airlines are only obliged to pay compensation if the cause of the delay is within their control, such as a defect in the aircraft or illness of the pilot.

This should not be the case during IT downtime.

– What happens if I miss a flight because of queues at security?

According to the CAA, it is “unlikely” that an airline would feel obliged to offer a free alternative flight in such a case. However, some do so voluntarily.