If your flight is delayed or cancelled?
If your flight is cancelled, the airline is obliged to provide alternative transport or a refund, but no additional compensation. If a flight is severely delayed, many airlines will provide refreshments or pay the hotel bill for an overnight stay, but it is unlikely they will pay compensation as well as this.
Connecting flights?
If a delay means you miss your connection between two or more flights operated by the same airline or by different airlines but on the same ticket you should not loose out financially. In general, the airline whose flight is late or cancelled will rearrange your onward flight and sort out meals or overnight accommodation.
However, you are on much weaker ground if you have booked your own interconnecting flights separately (so beware if you book a no frills flight to London with a connecting flight via a scheduled airline). You are unlikely to receive a refund if you don't catch your connection.
Overbooking (bumped) on a scheduled airline?
Overbooking occurs because scheduled airlines estimate that around 10 per cent of passengers will fail to turn u p - an estimate that is normally correct, but which may also result in there being too many passengers and too few seats.
New EC rules mean that if you find yourself being "bumped" by an airline you can claim 'denied boarding compensation'. The airline is legally bound to compensate you for three different ways - they must offer you the next alternative flight, a full refund on your ticket or a seat on a flight departing at the most convenient time for you.
You may also be due compensation. The amount payable is based on whether you are flying long or short haul and how much later you are forced to arrive at your destination. If your flight time is shorter than two hours, you are entitled to £52 (75 euros). For a flight between two and four hours you should receive £104 (150 euros). On longer flights you could receive up to £209 (300 euros).
Compensation can not exceed the cost of your flight. The airline must pay your compensation in vouchers or cash (how you receive this is up to you). Compensation will be in local currency at the current exchange rate.
Airlines should also meet the cost of your expenses incurred as a result of the delay, such as overnight hotel accommodation, food and drink and calls to people to notify them of your delay. The amount payable is calculated on how long you have had to wait.
If you are down graded for business class but choose to sit in available economy seats you can claim back the difference in fares, but are not entitled to claim compensation.
Currently, charter flights are not covered by these regulations.
Changing schedules?
Airline schedules change twice a year, in March and October. These can alter flight timings considerably. Passengers should be told of changes well in advance. If the new times do not suit you should be given a refund on your fare.
Travel insurance?
Depending on the insurance you have, if you are delayed you may be able to claim a small amount. There is usually a waiting period (12 or 24 hours) after which you claim an amount per 12 / 24 hours. But, the amount is typically not generous (around £20 per 12 hour period is the norm) and an excess may apply.
If you do plan to claim, make sure you obtain written confirmation of delay from a member of airline staff or ground crew.
Complainants?
If you have a complaint about an airline or need advice on your rights contact the Air Transport User's Council (www.auc.org.uk or on 0207 240 6061 Monday to Friday 9.30am to 4.30pm).
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