You’ve been planning and counting down the days to your next trip. You NEED this vacation. Everything is packed and you get to the airport only to see that dreaded word on the departure board: delayed. Two hours later, you’re still waiting for an update. Meanwhile, the staff at the desk keep murmuring to each other and you overhear the word “cancel”.
Perhaps you haven’t even left home yet. You’re busily making last-minute preparations and excitedly counting down the days. Then you notice an email: your package trip to the beach has been cancelled.
What can you do when the holiday of your dreams threatens to become your worst nightmare?
What are your rights when it comes to getting your money back? How do you know if you are owed compensation?
Flight Delays and Cancellations
Your rights to claim and the amounts you can claim in the case of a flight cancellation may vary according to airline, type of ticket bought, and your location.
Package holidays
A package holiday can save you money, allowing you to combine flights and hotels at a discounted rate. But if the flight is cancelled, that puts your entire holiday at risk.
Florian Pauly, Co-founder of luxury travel company The Resorts Collection, says, “If a travel company cancels your package holiday, UK law entitles you to a full refund within 14 days of the cancellation date. This refund must be provided by the package holiday organiser, regardless of whether they have received money back from airlines or hotels”. He goes on to mention that UK law supports your right to request your money back, therefore it’s legitimate for you to refuse credit notes or rebooking options.
According to a Claims.co.uk spokesperson, if you have booked a package holiday and your flights are cancelled, you have the right to either claim a full refund, a reroute of the trip destination and potentially compensation from the airline.
If a travel operator needs to cancel a package holiday for any reason, they are required to notify you as soon as possible and without undue delay. This is to ensure that you have enough time to help you make alternative arrangements or seek refunds.
CLaims.co.uk
If you have already made it to the airport only to learn that your flight has been cancelled, call the travel company immediately to ask what alternatives they are offering. They should offer to at least make alternative travel arrangements to get you to your destination. If they cannot rearrange your flight, they must my law offer an alternative holiday or a full refund (of the entire package, not just the flight). Equally, if your flight is delayed for more than five hours, even if it isn’t cancelled, you can opt to not travel and receive a full refund.
Exceptions
There are, of course, always exceptions to the rule. If flight delays or cancellations are due to air traffic control restrictions, that is considered an “extraordinary circumstance” meaning that the travel company does not qualify for any type of compensation. However, in the case of “extraordinary circumstance” it is up to the airline to provide some additional services. In the case of delays over two hours, the airline is required to provide free meals and refreshments. If your flight is moved to the following day, the airline must provide free overnight accommodation and transfers between the hotel and airport.
Also…
If you received less than 14 days’ notice of the cancellation, you can claim compensation. This can be awarded in pounds or euros depending on where your flight was due to depart from.
The awards are according to the following scale:
- £220 / €250 for all flights of 1,500km or less (e.g. Glasgow to Amsterdam);
- £350 / €400 for all flights between 1,500km and 3,500km (e.g. East Midlands to Marrakech);
- £520 / €600 for all other flights (e.g. London to New York).
Flight in US
A new federal rule enacted in 2024 has made it easier for passengers to claim compensation when flights in the US are cancelled. According to Nerdwallet, if your flight is cancelled or “significantly changed”, you should be given the choice between rebooking or receiving travel credits, even if you are travelling on a nonrefundable ticket. Significant changes include:
- Changes that alter the departure or arrival time by more than three hours (domestic) or six hours (international).
- Changes to a different airport.
- Additional connections.
- Downgrades in class.
- Changes that do not provide sufficient accommodations to travellers with disabilities.
In addition, checked baggage fees should be reimbursed if bags are not delivered within 12 hours of arrival (domestic) or 30 hours of arrival (international). If you paid for inflight wi-fi, seat selection, or additional services which are not provided, you are also entitled to a reimbursement for those charges.
All refunds must be processed promptly according to the new guidelines.
See what each airline will and will not offer in the case of cancellations or delays at the U.S. Department of Transportation website.
Eurostar
Compensation claims don’t just apply to flights. If you have planned to travel by Eurostar and then find your train is delayed, you are also entitled to make a claim. Recent problems with cable theft along Eurostar lines left many travellers with little choice but to find alternative means of crossing the Channel. But those impacted are entitled to some or all of their money back.
According to Claims.co.uk, Eurostar passengers who experience a delay of one hour can claim 25% of their ticket cost back. This increases to 50% for those stuck for more than two hours, with bigger delays earning larger refunds. If the train is cancelled completely, you have the option of travelling on the next available train where there is space. Or you can request a full refund of the fare. You can also claim certain additional associated costs.
When trains get cancelled, Eurostar gives you a full refund or lets you travel on the next available service with space. Customers can also claim back reasonable extra costs caused by the disruption, like hotels and other transport they had to pay for.
Claims.co.uk
To make a claim, go to the Eurostar website. Log into your account, select the journey through the ‘Manage Your Booking’ page, and request a partial refund or voucher. Alternatively, you can use the dedicated exchanges and refunds form. Be sure to make a note of all your trip information, including scheduled time of travel, actual departure time, and booking reference numbers. If you incurred any additional costs, save receipts and submit copies with your claim.
“Eurostar compensation works separately from travel insurance claims, so passengers should try claiming from both places where possible, particularly when they face significant extra expenses,” the expert concludes.
You have two months after your planned travel date to submit your request for compensation.
Other Sources of Compensation
ATOL protection
Pauly advises all travellers to check their booking documentation for evidence of ATOL protection (Air Travel Organiser’s Licence). This safeguards package holidays sold by licensed UK travel companies in the event of business failure and can definitely reduce the risk of complications. If your trip was ATOL protected and the travel company collapses, you can claim a refund or arrange alternative travel through the Civil Aviation Authority. Booking confirmations should clearly display the ATOL logo and certificate number, which are essential when making a claim.
Credit card protection
Credit card users in the UK can benefit from Section 75 of the Consumer Credit Act, which applies to purchases between £100 and £30,000. This law makes credit card providers jointly liable with the retailer if something goes wrong. Contact your credit card provider as soon as possible after a cancellation to make a claim. For debit card purchases or credit card payments under £100, the chargeback scheme may still help recover funds, though it comes with fewer guarantees.
Travel insurance
It may seem like an unnecessary expense, but in the event of a cancellation, travel insurance can be your friend, from helping to arrange alternative flights to offering compensation on top of what the travel company offers. Read the fine print so you know what you are entitled to.
What To Do?
Deciding whether to cancel altogether, reschedule, or just wait it out at the airport in the hopes of a later flight is obviously up to you and can depend on a number of variables.
Things to consider include:
- Refund amount: If the travel operator is offering a full refund, this could be financially more appealing, especially if you are not sure when you might be free to travel in the near future.
- Availability: Do the alternative dates being offered work for you? If the new dates do not align with your schedule, rescheduling might not be a viable option.
- Change fees: Check if the travel operator is waiving any change fees for rescheduling. Some operators might impose fees for changing travel dates, which could impact your decision.
- Travel insurance: If you have travel insurance, review your policy to see if it covers cancellations or changes due to unforeseen circumstances. This might influence your decision to reschedule or opt for a refund.