Airports across the UK including Manchester, Birmingham and all those in London were thrown into chaos by a technical failure in the air traffic control system on Tuesday.
Although the air traffic control provider Nats fixed the problem within hours, the fallout from the incident continued to cause flight delays and cancellations on Wednesday.
The total number of cancellations has now passed 2,000 after hundreds more flights were axed. Here we explain what you can expect if you have been affected.
Is your flight delayed or cancelled?
The Civil Aviation Authority website explains how long the delay has to be before you are entitled to care and assistance from your airline. The timeframe differs by flight distance. This help should cover food and drink and the ability to make phone calls or send emails, plus accommodation and the necessary transfers if the flight is delayed until the next day.
Many airlines will provide vouchers to buy food and drink, and overnight accommodation will typically take the form of a nearby hotel (unless you live nearby, in which case your airline may reimburse your costs for getting to and from home).
Sometimes airline staff are unable to arrange care and assistance for all passengers, in which case you can sort yourself out and claim the cost back later.
But don’t splash the cash – and keep receipts. The CAA says airlines may have guidelines on this, adding: “Airlines are unlikely to consider alcoholic drinks, luxury hotels or luxury meals to be reasonable.”
Should I ask the airline for another flight or a refund?
If your flight has been cancelled and is covered by UK law – that means one departing from an airport in the UK on any airline, or arriving at an airport in the UK on an EU or UK airline, or arriving at an airport in the EU on a UK airline – your airline must offer you the choice of another flight or a refund.
If you select an alternative flight, it is up to you whether you fly as soon as possible or at a later date. If the delay is more than five hours you can choose not to travel and receive a refund.
Rory Boland, the editor of Which? Travel, said: “If your flight is cancelled you’re entitled to choose between being rerouted on a different flight or getting a refund. Rerouting will usually be your best option, as once a refund is accepted, your airline has no ongoing responsibility towards you or any costs you may incur for accommodation, meals or transport during your delay. You’ll also avoid paying over the odds for a new ticket if prices shoot up.”
He added: “Crucially, if you opt to be rerouted, your airline must get you to your destination at the earliest opportunity, even when that means booking you with a rival carrier. It’s important to stand your ground on this point, as all too often we see examples of airlines flouting the rules and forcing passengers to wait longer for a spot on their own planes.”
I am due to fly imminently – should I still go to the airport?
If you are due to travel, check the latest advice from your airport or tour operator, or airline apps and airport social media feeds, for the most up-to-date information.
In a statement on social media on Wednesday morning, Heathrow confirmed that flights were operating but “some disruption may continue as airlines reposition aircraft and crew”.
A Heathrow spokesperson said: “We advise passengers to check with their airline for the latest flight information and to only travel to Heathrow if they have a confirmed flight operating today. We know how frustrating this situation is and apologise to those affected. We have extra colleagues on hand to support across our terminals and are working closely with our local Nats team and airline partners to recover normal operations as quickly as possible.”
In a similar vein, a spokesperson for Gatwick airport said: “Flights have now resumed from London Gatwick. However, we still anticipate that it will take time for our operations to fully return to normal. Passengers should continue to check with their airlines for more information regarding their flights.”
Travel experts say the best way to rebook flights is via airline apps, websites or call centres rather than at the airport check-in desk. At Heathrow, for example, rebooking is not an option at check-in desks as staff prioritise that day’s operations.
Will I be entitled to compensation from the airline?
If your flight was cancelled or delayed as a result of Tuesday’s problem, you are unlikely to be owed compensation by the airline. This is because the technical problem affecting flights will be considered an extraordinary circumstance and out of the airline’s control.
Causes of disruption classed as outside an airline’s control also include severe weather and security alerts.
Coby Benson, a solicitor at the law firm Bott and Co, said: “Air traffic control restrictions are generally considered an ‘extraordinary circumstance’, meaning passengers will not usually be entitled to compensation for delays or cancellations.”
He added: While airlines may not be responsible for the initial problem, they should not use it as a reason to leave passengers stranded when reasonable alternative travel options are available.”
It also worth consulting the small print on your travel insurance document. Anna-Marie Duthie, a travel insurance expert at the financial ratings company Defaqto, says: “Travel insurance may cover you if you cannot claim costs back from the airline, operator or credit card, but that will all depend on whether your policy includes cover for delay, travel disruption, missed connection or abandonment.”
