That’s when the first seeds of panic form as you wonder if this is going to start a domino effect. Are you going to make a connection to your next flight, or miss an important meeting or even a family wedding?
The next question is what can we do, or who can we ask for a little clarity as the staff on the airlines check-in desk suddenly disappear as they get swamped by inquisitive passengers. You’ve put your whole life in the hands of someone else and you have no idea what’s going to happen and you need answers.
The rules about what happens next are complex and depend on who the airline is, where the flight started and finishes and how long the delay is. Remedies may, or may not, include meals while you wait, hotel rooms for an overnight delay, replacement flights with the same or another airline and compensation. Individual countries have their own consumer rights, but there are also international conventions and legislation from The Montreal Convention to the EU and UK 261 Legislation. What’s almost certain, though, is that no-one from the airline is going to volunteer this information when you’ve just been told your trip is delayed or cancelled.
If it’s a long delay you’re going to almost certainly have rights to food, usually via vouchers from the airline, and accommodation if the delay is overnight, although you may have to really push to get the latter. When it comes to compensation for delayed flights, missed connections or even worse complete cancellation, you have a little time after the event to chase up adequate recompense – and the rates are defined. When you find yourself chasing an airline for compensation it can help to call on the help of a company who specialise in the field like AirHelp.
Whatever the reason for a delay or cancellation you can insist on a replacement flight, or transport, to get you to your destination whether that’s with the same airline or another. What this means in some cases is a flight to a new destination then a train or taxi from there to your original destination. If the airline cannot find you a replacement flight for the same day you can make your own arrangements in full expectation that reasonable costs will be reimbursed – reasonable generally being the cheapest option available, whether that’s the cheapest flights or the cheapest budget hotel nearby. Of course you’ll need to keep all your receipts if you take this option. If you’re taking this option when the original airline has promised a flight at a later date, you’ll also have to make sure you notify them of your arrangements at the time.
Once you get into the realm of delays lasting 2 or more hours you’re into the area of mandatory and defined compensation for flights within the UK and Europe. These range from food and drink after 2 hours and financial compensation of £220 to £520 for delays beyond 3 hours – irrespective of how much you paid for your original ticket. Understanding how to navigate the process, however, is likely to be the last thing on your mind when it happens. It’s one thing knowing your rights and another entirely in getting them, and this applies particularly to the financial compensation. Each airline should enable you to complete an airline form for compensation, but that doesn’t mean they’ll make it easy to find. Then they may come back with an offer of an increased amount in vouchers, but be aware these will have a “use-by” date associated with them. That’s where it can help to call in a specialist like AirHelp.