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UK flight cancellations: Advice for travellers on how to get a refund or rebook your flight

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The government has said a cyber attack was not to blame for yesterday’s air traffic control systems failure.

Hundreds of flights to and from the UK have been delayed or cancelled after a breakage in the country’s air traffic control systems yesterday.

The systems are now up and running again but the knock-on effects could be felt for days, the controller NATS has warned.

Dozens more flight cancellations have been announced this morning from easyJet, British Airways (BA), Ryanair and other airlines.

The four-hour system failure caused travel misery for thousands of passengers trying to return home on the UK’s last bank holiday of the summer.

More than 1,500 flights due to arrive into or depart from the UK yesterday were cancelled, the latest data from aviation analytics firm Cirium reveals.

The breakdown has left aircraft and flight crew out of position for today’s schedule.

EasyJet has grounded more than 80 flights today, many from Gatwick Airport. While British Airways has axed more than 60 flights – mostly short-haul departures from Heathrow.

What caused the UK flight delays and cancellations?

The system failure was not caused by a cyber attack, the UK government confirmed this morning.

Transport Secretary Mark Harper said the problem was caused by a “technical fault” at flight control operator NATS (National Air Traffic Services).

The company said the outage had hit its ability to process flight plans automatically, meaning that for several hours the plans had to be input manually, a much slower process that meant fewer flights could take off and land.

“We have identified and remedied the technical issue affecting our flight planning system this morning,” NATS said in a statement released at 3.15pm UK local time yesterday.

“We are now working closely with airlines and airports to manage the flights affected as efficiently as possible. Our engineers will be carefully monitoring the system’s performance as we return to normal operations.”

“Our priority is ensuring every flight in the UK remains safe and doing everything we can to minimise the impact,” NATS added.

They apologised for the disruption and advised passengers to contact airlines for information on their flights.

Harper told the BBC that “it is going to take some days to get people back to where they should be.”

How are passengers being affected?

Passengers have taken to social media to express frustration at the lack of information on when or if their flights will depart.

Although the NATS technical issue is resolved, many planes and crews will now be in the wrong places so there will be ongoing issues with flight schedules.

One user reported being sat on the runway at Budapest airport for a flight to the UK and being told they may be delayed by 12 hours.

Another user posted from Pisa airport in Italy, saying their estimated departure time was 3.30am, a delay of 11 hours.

Should you still go to the airport?

Before leaving for the airport, check your airline’s app, website and social media channels for the latest advice.

You should also check the airport’s website departures or arrivals board for information.

Edinburgh airport, in Scotland, has advised passengers “not to come to the airport before checking with their airline on the status of their flight.”

For flights within Europe, you are advised not to arrive at the airport more than 2-3 hours before your flight to avoid overcrowding.

What is the advice from airlines?

Easyjet issued a notice to passengers saying their cancellations are “due to aircraft being out of base and yesterday’s delays having an impact on the safety regulated crew operating hours.

We notified customers in advance and provided the option to transfer their flight for free or receive a refund to help them rearrange their plans. We recommend that all passengers flying with us today continue to check the status of their flight on our Flight Tracker www.easyjet.com/en/flight-tracker for real time information before travelling to the airport.”

Ryanair have said that “more than 20 Ryanair aircraft were unable to get back to their home base last evening and a considerable number of our crews ran out of their legal duty hours limit yesterday.

“Today, Tues 29 Aug, passengers can expect some flight disruptions as we work to get our aircraft and crews back on schedule. We expect some flight cancellations and considerable flight delays today caused by this latest, still unexplained, NATS failure.”

British Airways have advised passengers due to fly with them today “please do not travel to the airport without checking the status of your flight, as it may be delayed or no longer be operating. You can do this by visiting Manage My Booking and checking your email inbox.

“Any customers due to travel with us on a short-haul service on Tuesday 29 August or Wednesday 30 August can move their flights free of charge to a later date, subject to availability. We are also rebooking customers onto alternative airlines where possible and have stood up additional colleagues in our call centres to assist our customers.”

Are you entitled to compensation due to air traffic control restrictions?

As a passenger, you have legal rights. The following advice applies to flights:

  • departing from an airport in the UK on any airline

  • arriving at an airport in the UK on an EU or UK airline

  • arriving at an airport in the EU on a UK airline

If a delay or cancellation is not the airline’s fault, it is rare for passengers to be given financial compensation.

However, you are entitled to certain help for the duration of the delay.

What the airline must do if your flight is delayed

The UK’s Civil Aviation Authority (CAA) stipulates that if your flight is “significantly delayed” airlines must provide:

  • A reasonable amount of food and drink (often provided in the form of vouchers)
  • A means for you to communicate (often by refunding the cost of your calls)
  • Accommodation, if you are re-routed the next day (usually in a nearby hotel)
  • Transport to and from the accommodation (or your home, if you are able to return there)

The CAA explains that, “The airline must provide you with these items until it is able to fly you to your destination, no matter how long the delay lasts or what has caused it.”

If your flight is cancelled

If your flight is cancelled, you have the right to choose between a refund or a new flight. You will usually be asked which option you want to go for when the airline contacts you to say the flight is cancelled.

While you wait for your flight, for instance if you decide to wait at the airport for the next available flight, the airline must provide:

  • A reasonable amount of food and drink (often provided in the form of vouchers)
  • A means for you to communicate (often by refunding the cost of your calls)
  • Accommodation, if you are re-routed the next day (usually in a nearby hotel)
  • Transport to and from the accommodation (or your home, if you are able to return there)

The airline must provide you with these items until it is able to fly you to your destination, no matter how long the delay lasts or what has caused it.

For further details on compensation and passenger rights, check the CAA website.

Is it still safe to fly?

Travel expert Simon Calder told Sky News that the shutdown would not cause safety issues because the system was “designed to cope” with a shutdown and aircraft carried contingency fuel.

But he added: “This is of course one of the busiest days of the year. There are hundreds of thousands of people flying into the UK, frankly this is the last thing anyone needs.

“It will at the very least have caused enough disruption for the system to be in disarray for certainly until the end of the day and possibly for a few further days ahead.”

The travel expert said air traffic controllers at Heathrow – the UK’s busiest airport – be forced to reduce the frequency at which flights are able to land.

He explained: “Normally you have flights landing typically every 90 seconds or so. They can switch away from the digital system and become much more analogue, bringing the aircraft in more manually. However, you are not going to be able to do it at the same rate.

“For Heathrow and Gatwick in particular there is so little slack in the system that it can cause problems. If you’re reducing the flow rate coming in and keeping aircraft on the ground at those airports it will be a very difficult afternoon.”

Author

  • Daniela Daecher is a twenty-something bookworm and coffee addict with a passion for geeking out over sci fi, tv, movies, and books. In 2013 she completed her BA in English with a specialization in Linguistics. In 2014 she completed her MA in Linguistics, focusing on the relationship between language and communication in written form. She currently lives in Munich, Germany.

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Brits could soon enjoy shorter passport control queues at EU airports. Here’s why

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British holidaymakers will soon be able to use e-gates at more EU airports, the UK government has announced.

It comes as part of negotiations between the UK government and the European Union to finalise a ‘post-Brexit reset deal’.

It means British passport holders will no longer have to wait at manned desks and will instead be allowed to use fast-track e-gates usually reserved for EU or European Economic Area citizens.

EU Relations Minister Nick Thomas-Symonds said this would give British travellers “more time to spend on holiday or work trips […] doing what you want, not being stuck in queues.”

The UK government said the move would end “the dreaded queues at border control.”

UK travellers have to join ‘other nations’ queue at EU airports

Following Brexit, UK citizens forfeited their privileged status when travelling to EU countries.

They now fall into the ‘visa-exempt third-country nationals’ category – the same classification as travellers from dozens of countries, including Australia, Canada, New Zealand and Singapore.

This has meant British travellers must join the ‘other nations’ queue at border control rather than using the expedited EU lanes.

The requirement to check that British travellers meet entry conditions is a significant obstacle to allowing them to use the fast-track lanes.

EU border control has to verify that UK travellers are not in breach of the 90-day stay limit in 180 days and that they have the means to return to their country of origin, i.e. a flight ticket out of the EU.

Frontier officials must also stamp the passenger’s passport.

This change often translates to extended waiting times, especially at busy European airports like Amsterdam Schiphol, Milan Malpensa, and Paris Charles de Gaulle.

Waits exceeding an hour have become commonplace, especially when arriving shortly after large international flights.

These delays affect not only entry into EU countries but also departure, as British travellers must undergo exit checks that sometimes result in missed flights due to lengthy queues.

UK travellers will be able to use e-gates at many European airports

Under the new deal, British travellers will be able to take advantage of the faster e-gate passport checks at many EU airports.

No details have yet been released on when this will be introduced and where, although the BBC reported that British Prime Minister Keir Starmer “has called on all EU members to co-operate without delay.”

Some EU airports will likely allow UK travellers to use existing e-gates reserved for EU citizens, while others may install dedicated ‘third-country national’ e-gates.

The latter are already in place across Italy, including Venice Marco Polo and Rome Fiumicino, as well as at Amsterdam Schiphol and Lisbon.

With this system, once the traveller passes through the gate, there is a brief check by border officials who will also stamp passports.

Brits will use e-gates in all airports after introduction of EES

In addition, the UK government underlined that there will be “no legal barriers to e-gate use for British Nationals travelling to and from European Union Member States after the introduction of the European Union Entry/Exit System [EES].”

The EES is scheduled to come into force in October this year. The system will register non-EU visitors who don’t need a visa digitally, removing the need for physical stamps.

New pet passports will make it easier for Brits to bring pets into EU

The UK government also announced that new pet passports will be introduced as part of the deal.

This means UK cats and dogs will be able to travel “more easily” from the UK into the EU by “eliminating the need for animal health certificates for every trip.”

Author

  • Daniela Daecher is a twenty-something bookworm and coffee addict with a passion for geeking out over sci fi, tv, movies, and books. In 2013 she completed her BA in English with a specialization in Linguistics. In 2014 she completed her MA in Linguistics, focusing on the relationship between language and communication in written form. She currently lives in Munich, Germany.

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Three killed in lightning strike at Cambodia’s Angkor Wat UNESCO temple complex

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Three people have been killed and several others injured after they were struck by lightning during a visit to Cambodia’s famous Angkor Wat temple complex.

They group had been seeking shelter around the main temple of the UNESCO site when the lightning strike happened late on Friday afternoon.

Video posted on social media showed two ambulances arriving in the aftermath and onlookers and site officials carrying some of the injured people and helping others out on foot.

Other images showed multiple people being treated in hospital.

The day after the incident, Cambodia’s Minister of Tourism Hout Hak issued a statement telling people to take down online posts about the incident, saying the spreading of “negative information” could harm the country’s tourism sector.

Authorities have released no information about the strike, but an official on Monday, speaking on condition of anonymity due to the sensitivity of the issue, confirmed to the Associated Press that the three people killed were all Cambodian nationals.

The Cambodian Red Cross also posted an update saying it had delivered care packages to the families of two of the victims, a 34-year-old man and a 52-year-old woman.

The Red Cross refused to comment further by phone.

A spokesman for the Angkor Wat site did not respond to requests for comment, nor did a regional health official.

Angkor Wat is Cambodia’s best-known tourist attraction, attracting some 2.5 million visitors annually and is featured prominently on the country’s flag.

UNESCO calls the site, which sprawls across some 400 square kilometres and contains the ruins of Khmer Empire capitals from the 9th to the 15th centuries, one of the most important archaeological sites in Southeast Asia.

Cambodia has been actively developing the area to attract more visitors, including opening a new $1.1 billion (€890 million) Chinese-funded airport in nearby Siem Reap.

Its move to relocate some 10,000 families squatting in the Angkor Wat area to a new settlement has drawn widespread criticism from human rights groups and UNESCO itself has also expressed concern.

Cambodian authorities have said the families are being voluntarily relocated, but Amnesty International and other groups have questioned how voluntary those relocations have been.

Author

  • Daniela Daecher is a twenty-something bookworm and coffee addict with a passion for geeking out over sci fi, tv, movies, and books. In 2013 she completed her BA in English with a specialization in Linguistics. In 2014 she completed her MA in Linguistics, focusing on the relationship between language and communication in written form. She currently lives in Munich, Germany.

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‘Leave them where they belong’: Bruges implores tourists to stop stealing cobblestones

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Tourists have been caught smuggling all kinds of stolen souvenirs home from holidays, from artefacts picked up in Pompeii to sand from Italy’s famous pink beach on the island of Sardinia.

The Belgian city of Bruges is the latest victim of keepsake crime, but the item visitors have taken a fancy to is unexpected.

The city council has reported the theft of dozens of cobblestones from the city centre, and suspects tourists are the culprits.

Tourists suspected of pilfering Bruges’ cobblestones

Bruges’ cobblestones are increasingly being pilfered from well-known spots in the UNESCO-designated historic centre, public property councillor Franky Demon reported this week.

“At iconic locations such as Minnewater, Vismarkt, Markt and Gruuthusemuseum, it is estimated that 50 to 70 pieces of cobblestone disappear every month. And that number could be even higher,” Demon told press.

“The phenomenon increases significantly, especially during busy tourist periods such as spring and summer,” he added.

For this reason, authorities suspect visitors are pocketing the stone as souvenirs.

‘Leave that cobblestone where it belongs’

As well as damaging a valuable part of the city’s heritage, the stolen stones have created safety issues.

The gaps from removed stones present trip hazards for pedestrians – and are costly to repair.

“It’s unfortunate that our employees constantly have to go out to fix potholes and loose stones. This causes a lot of additional work and costs: about 200 euros per square metre of reconstruction,” explained Demon.

The councillor urged visitors to respect the historical environment of Bruges.

“We simply ask for respect. Anyone walking through Bruges crosses centuries of history. Leave that cobblestone where it belongs,” he said.

Bruges’ cobblestones are apparently not the only sought-after street souvenir.

Along the famous Paris-Roubaix cycling route, tourists are known to pilfer parts of the pavement.

While Rome’s iconic ‘sampietrini’ – cobblestones made of solidified lava – have also disappeared into suitcases over the years.

Author

  • Daniela Daecher is a twenty-something bookworm and coffee addict with a passion for geeking out over sci fi, tv, movies, and books. In 2013 she completed her BA in English with a specialization in Linguistics. In 2014 she completed her MA in Linguistics, focusing on the relationship between language and communication in written form. She currently lives in Munich, Germany.

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