Expert Nicky Kelvin shares his tips for what to do if your flight is cancelled by the airline.
Travel chaos is prevalent, and while 2022 was marked by a surge in cancelled flights and travel delays, summer 2023 has witnessed further disruption due to IT failures, strikes, airline collapses, and walkouts affecting immigration offices and border ports.
The latest travel hiccup arose from an air traffic control failure that stranded passengers due to outages, resulting in delays and cancellations across Europe on one of the busiest travel days for the UK since 2019. This incident follows a similar IT glitch for British Airways in May, which led to multiple flight cancellations. With such disruptions appearing more likely, we’ve consulted Nicky Kelvin to provide insights into what to do in case your flight is cancelled and your rights regarding compensation.
What is EasyJet’s Cancellation Policy?
Ahead of the summer, EasyJet proactively cancelled 1,700 flights scheduled to depart between July and September to mitigate travel chaos that has caused frustration in the industry following previous years of glitches, delays, and last-minute cancellations as the travel market attempts to recover from strict COVID-19 restrictions.
For those affected, EasyJet is actively reaching out to notify them of their options for the now-cancelled flights. Many of the 180,000 passengers impacted are being offered alternative flights, while refunds are also being processed. According to EasyJet, if a flight is cancelled or significantly altered, affected travellers will be contacted promptly using the details provided. If you booked through a third-party provider, that entity may handle notifications. If a flight is cancelled, passengers can transfer to another available EasyJet flight to the same or adjacent destination at no additional cost, or opt for a full refund. Depending on the circumstances surrounding the cancellation, travellers may also be entitled to overnight accommodation and/or compensation.
What is British Airways’ Cancellation Policy?
British Airways offers compensation for cancelled and delayed flights, albeit under certain conditions. Compensation eligibility exists if notified of a cancellation less than fourteen days before departure due to issues within the airline’s control. However, a refund is not granted if a reroute is provided that departs within two hours before the scheduled time or arrives more than four hours later than the original. Moreover, British Airways will compensate if a flight suffers a delay exceeding three hours, provided that the delay is within the carrier’s control.
What Happens if My Flight is Cancelled?
Nicky explains, “If the airline you’re flying with is based in the UK or EU, or if your departure is from a UK or EU airport, there are two primary resolutions available to you: the airline must either arrange a new rerouted flight or provide a full refund. In the case of a refund, it must be processed within seven days. Alternatively, if you choose to be rerouted, you can request the next available flight or reschedule for a later date that suits you.”
If the cancellation occurs when you’re already at the airport, there may be airport staff available to discuss your options. If not, it’s crucial to contact your airline promptly.
Should My Airline Find Me a New Flight if My Original One is Cancelled?
Nicky emphasizes, “Once your flight is cancelled, the airline is responsible for arranging a new flight if you select that option. You might also ask the airline to book you on a competitor’s flight, so you don’t have to continue with the same carrier. It is the airline’s duty to provide a new flight that arrives around the same time as your originally scheduled one.”
Am I Entitled to Compensation if My Flight is Delayed?
Even in instances where your flight is not cancelled, delays may occur, potentially qualifying you for compensation from your airline.
Nicky notes, “Airlines vary in their compensation offerings based on the duration of the delay. If you’re delayed for over two hours on a short-haul flight, expect vouchers for use at the airport. Overnight delays typically warrant accommodations. If you arrive at your destination more than three hours late, unless the delay was caused by extraordinary circumstances like severe weather or security issues, compensation is likely due.”
Specifically, for short-haul flights (under 1,500 km), delays over three hours may entitle you to £220 per passenger. For medium-haul flights (between 1,500 km and 3,500 km), compensation can reach £350, while long-haul flights (over 3,500 km) may yield £520, with up to six years allowed to file claims.
What Happens if My Airline Collapses?
If the airline you’ve booked with goes into administration prior to your flight, your rights remain intact, and you should receive a refund. When payments exceed £100 on a credit card, consumers are protected under section 75 of the Consumer Credit Act. Those with purchases under £100 or using a visa debit card should liaise with their card issuer for a refund. Passengers who booked via a travel agent need to contact them regarding refunds or check if their travel insurance offers coverage for airline failures.
In the unfortunate event that an airline collapses, many flights may be cancelled last minute. Such was the case when the budget airline Flybe ceased operations in January 2023, leading to numerous cancellations with minimal notice. If your airline collapses and you booked with an ATOL travel agent, they will assist in arranging alternative travel. Conversely, if you purchased flights independently, it becomes your responsibility to arrange your return journey. Following Flybe’s collapse, larger airlines like British Airways, EasyJet, and Ryanair provided competitively-priced flights on previously cancelled routes, while LNER offered free travel for affected domestic passengers on specific dates.
