Numerous flights in and out of Northern Ireland during the busy summer travel period this year have been impacted by delays and cancellations. The Consumer Council is reminding those impacted by delayed or cancelled flights of their consumer rights.
Richard Williams, Head of Transport at the Consumer Council, advises:
“If your flight is delayed, cancelled or you are denied boarding, you are entitled to assistance, including food, drink, and overnight accommodation if needed. Passengers should keep receipts for any expenses and keep any evidence of any contact made with the airline.
“If your flight is delayed, your rights depend on the distance of the flight and how long the delay is. For flights less than 1,500km (e.g., Belfast to London), if the delay is more than two hours you are entitled to free meals, telephone calls and emails. If the airline does not provide you with this assistance, you should keep the receipts for any meals and refreshments you buy and send copies (not the originals) of these receipts to the airline along with a request for a full refund. For delays of five hours or more, you are entitled to a full refund if you decide not to travel. If your delay is overnight, you are entitled to accommodation. You may also be entitled to compensation between £220 and £520 per passenger depending on the length of the delay, the distance of the flight and the reason for the delay.
“If your flight is cancelled at short notice, your airline must offer you the option of a full refund, an alternative flight at a later date of your choice, or an alternative flight at the earliest opportunity plus free meals, accommodation, telephone calls and emails while you wait. You may also be entitled to compensation between £110 and £520 per passenger depending on the distance of the flight, the length of delay to your arrival at your final destination and the reason for the cancellation.
“To claim refunds, expenses and/or compensation, passengers should contact the airline. If passengers do not receive a response, or remain dissatisfied with the airline’s response, they can get in touch with the Consumer Council by calling 0800 121 6022 or by emailing contact@consumercouncil.org.uk and we will take up the complaint on their behalf.”
Consumers can find out more about their passenger rights by visiting the Consumer Council’s ‘Air Passenger Rights’ section of their website at www.consumercouncil.org.uk/flights.
