It's every traveller's worst nightmare - you get to the airport and your flight is either subject to horrendous delays or cancelled altogether. You're left sitting in a crowded departure lounge with a crying toddler and a face like thunder.
But you do have some comeback. The European Union passed a new regulation in 2005 which entitles unhappy travellers to payouts for cancellations and flight delays. The regulation, in case you need to quote it, is: EU Regulation 261/2004
What Are My Rights if My Flight is Delayed?
Firstly, keep an eye on the airport information boards. One problem that often comes up is that you wait hours for your flight and they change the departure terminal at the last minute, causing a stampede towards whichever terminal you've been sent to... While you're hanging around, the airline will be expected to look after you - well after a fashion. You're entitled to free meals and drinks if your flight is delayed for:
- over two hours on flights up to 1500km
- over three hours for journeys between 1500 and 3500 km
- at least four hour delays for flights over 3500km
You can also claim two phone calls, emails or faxes while you wait!
If the flight is delayed for longer than five hours, you can ask for your money back on the ticket and go home - or if you stick it out and the delays carry on overnight, they should pay for your hotel room for the night.
What Am I Entitled to if The Flight is Cancelled?
You could be entitled to up to €600 if your flight is overbooked or simply cancelled. This will depend on how much time there was between the cancellation and the time of the flight, the distance, and if you've experienced delays getting to your final destination. This rule only applies to flights departing from an EU destination, or where the final destination is an EU airport.
Your situation may be slightly different. ask a question below ↓ and our editorial team will reply with our advice.
How Much Compensation Can I Claim?
- Flight length up to 1500km, delay up to two hours - €125
- Flight length up to 1500km, delay more than two hours - €250
- Flight length 1500km to 3500km, delay up to three hours - €200
- Flight length 1500km to 3500km, delay more than three hours - €400
- Flight length more than 3500km, delay up to four hours - €300
- Flight length more than 3500km, delay more than four hours - €600
If you decide not to travel you are entitled to a refund of the parts of the ticket you didn't use. You should get this within seven days. If a connecting flight has been cancelled, but you decide you don't want to carry on with the journey, you could claim reimbursement of the total price of your ticket - and that includes the onward and return parts of the journey that are no good to you anymore. You should also get a free flight back to where you departed.
What Should I Do?
The first thing you must do if you've suffered from a delay or cancellation is get in touch with the airline straight away, and tell them that you intend to claim compensation. If they are no help, contact the Air Transport Users Council.
Consumer Advice Line: 020 7240 6061 (Consumer advice line Mon to Thurs 9.30am to 2.30pm)
Airlines do have some get out clauses here - they can wriggle out of paying you any compensation if cancellations are due to 'extraordinary circumstances' - which means that extreme weather conditions, security risks and strikes aren't covered - but if your delay is due to technical problems with the aircraft you're still OK.
There are penalties for operators who don't follow the rules, and they can be fined up to £5000 per passenger if they omit to pay out the required compensation. So it's in their interest to make sure that they do. Hopefully your trip will go according to plan - but knowing what you're entitled to if it doesn't is always a bonus...
I rang to explain to the company expecting to lose my deposit and was told I’ll lose 35% £650 which I can’t afford to lose.
Is there anything I can do?
I was told that if the week could be relet, I would get a full refund but unfortunately it didn't get booked. I was then told by the owner the refund was on a sliding scale and because it was short notice all I was entitled to was 10% of the balance that I had paid, I did also ask for the deposit to be refunded as well as the balance in full . I was told that I had signed and dated the booking form so I had agreed to the terms and conditions on the form. I was also reminded that it was stated on the form to take out Comprehensive travel insurance when booking.
The owner offered the dates to be rolled over to next year at no extra cost to me as a gesture of goodwill but I just want a full refund
If I don't get a refund I shall apply to the courts and legal action
My insurance only covers me for personal items
There is an excess of £300 on our insurance policy for a different condition my husband has.
It seems we have to accept the £300 excess - even though not the problem for cancellation AND also £300 excess will apply to me, because my husband's illness is the reason I am not travelling.
Do I have to accept this?
Regards
Booked and paid for a holiday for me and wife to go to Turkey on May 21st, however due to her not being British she will need a visa which is complicated to get.According to the website, the next available appointment is until end of June(which is too late).
Is there anything we can do please?
P.s we are not eligible for a refund from our travel company as the date is too soon.
Many thanks,
TG
Unfortunately having some major problems at home and can no longer make the holiday!
Is there any possible chance of getting refund on my holiday?
Due to fly 13th June 16
I contacted Thomson and asked if I could transfer the holiday to another destination but they refused due to timescales. Thomson stated they would guarantee my safety (not sure how they can guarantee that to be honest) and they continued to refuse to transfer my holiday as I requested.
I am too frightened to go to Egypt now especially as tourists are being advised to stay in the resorts and remain vigilant at all times - this is not what I would call a holiday.
Help, is there anything I can do?
Will my insurance cover me if I cancel
Ask Your Travel Rights a question
Ask our editorial team a question and we will reply with our advice. Tell us as much about your situation as you can: the more detail you give, the more useful our answer can be.
You do not need to use your real name. Please do not include your full address, phone number, email address, or the names of other people. We may edit or remove identifying details for privacy and legal reasons.
Comments are moderated before publication.