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Air traffic control chaos: Everything you are entitled to if your flight is delayed or cancelled

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Here’s how to make sure you get your money back from airlines if your flight is cancelled – even if there are ‘extraordinary circumstances.’

It’s every traveller’s worst nightmare.

Thousands of flights have been cancelled or delayed after an air traffic control system failure in the UK on Monday.

Knock-on disruption is wreaking havoc for holidaymakers across Europe.

Delays could continue for days – but if you’re one of the unlucky travellers caught up in the mess, don’t worry.

Your airline owes you a ‘duty of care’. Here’s what that means and what you can claim.

What is an airline’s ‘duty of care?’

When flights are cancelled, passengers are often entitled to financial compensation – but the air traffic control fault falls under ‘extraordinary circumstances’.

This means airlines are not responsible for the disruption, and you won’t be due any compensation if your flight is cancelled or delayed.

However, airlines still owe you a ‘duty of care.’ If your flight is cancelled, you have the right to choose between a refund or an alternative flight.

If you choose the latter option – or your flight is delayed – the airline must provide you with the following while you wait at the airport:

  • 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 needs to supply 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 you are still waiting to come home, airlines have a responsibility to look after you while you wait,” explains Rob Bishton, Joint-Interim Chief Executive of the UK Civil Aviation Authority.

“This means providing you with meals, refreshments and hotel accommodation. If airlines cannot do this, you can organise your own meals and accommodation then claim costs back.”

EasyJet, for instance, issued delayed travellers with food and drink vouchers worth €9 after they had been waiting for three hours

How much money can you claim from airlines?

Before you launch into booking a hotel, make yourself known to an airline representative as they may offer you accommodation. Alternatively, if you are provided with vouchers from the airline, you’ll have a clear idea of how much you can spend.

In other instances, you will have to pay yourself – a particularly common outcome in cases of mass disruption. You have the right to organise “reasonable” care and assistance for yourself.

So how much, exactly, is ‘reasonable?’

Unfortunately, it’s hard to say.

Airlines deliberately don’t specify an exact threshold. A level of common sense applies – if your flight from Gatwick is delayed, you likely won’t be reimbursed for a five-star stay in central London.

But other questions are trickier. What if the only accommodation left is an expensive hotel? What if there’s nowhere to stay near the airport and you need to pay for a taxi?

Again, you are entitled to ‘reasonable’ support so both of these expenditures would likely be justified. But the grey area can be stressful.

To make sure you don’t get caught out, follow these steps.

How to make sure you get your money back from an airline

The first rule is simple: make sure you keep every receipt.

“If you end up paying for things yourself or booking your own replacement flight or hotel, keep every receipt and make sure your claim is not excessive,” advises Bishton.

The next step – a reimbursement claim – is trickier.

You must contact your airline to make a claim before you go to a third-party organisation like an alternative dispute resolution body (details further down the article). Otherwise they may throw out your claim on the grounds that you breached their terms and conditions.

Most airlines have claims options outlined on their websites.

The CAA urges passengers to “set out their case well, include all relevant information, and provide evidence that they were on a flight”.

“State exactly what compensation and expenses you are claiming,” they urge.

You should make sure you include:

  • Your full contact details – including your address, email and phone number
  • Full details of all passengers – including names and addresses
  • Your booking reference and travel dates
  • The flight number, departure and destination airports
  • Details of where the disruption occurred
  • Information about the length of delays
  • The names of any staff you spoke to

Supporting documentation – such as receipts, tickets, boarding cards, and booking confirmation – will help your claim.

The Civil Aviation Authority has provided a helpful guide to making claims here.

What to do if the airline rejects your reimbursement claim

If the airline rejects your claim, you can appeal the decision in a few different ways.

“Arm yourself with knowledge and persistence—sometimes, airlines might initially reject your claim, but if you’re eligible under EU laws, don’t shy away from appealing the decision,” the International Driver’s Association warn.

Firstly, can refer your complaint to an ‘Alternative Dispute Resolution’ (ADR) body which looks at your complaint out-of-court. In the UK, these are the Centre for Effective Dispute Resolution (CEDR) and AviationADR. These are third party bodies that can help you argue your case.

Not all airlines are members of ADR schemes, however. If your airline isn’t signed up, you can escalate your complaint to the Civil Aviation Authority, which performs a similar function.

If this doesn’t work, you will have to go to small claims court.

This option is time-consuming and can be stressful, so you should make sure you have exhausted all other avenues first. Information on how to make a court claim can be found here.

In March, consumer advocacy organisation Which? found that airlines owe £4.5 million (€5.2 million) to passengers from outstanding County Court Judgments (CCJs).

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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A 4-year cruise or a €1 house in Italy: Inside the schemes helping Americans skip Trump’s presidency

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Searches by Americans for moving abroad soared in the 24 hours after the first polls closed, according to Google data.

Following the recent US election result, Google searches for ‘how to move to Europe’ increased by more than 1,000 per cent in some countries.

Searches by Americans for moving to Canada and Australia soared by 1,270 and 820 per cent respectively in the 24 hours after the first polls closed, according to Google data.

The interest in leaving the States has not gone unnoticed by marketing firms.

A residential cruise ship is now offering Americans a four-year ‘escape’ trip while a Sardinian village has relaunched its €1 house scheme.

Cruise company offers four-year escape from Trump

Cruise firm Villa Vie Residences is marketing a four-year round the world trip to Americans looking to skip Donald Trump’s second term as president.

The Tour La Vie programme offers passengers a stay of up to four years onboard while visiting 140 countries – which doesn’t include the US.

The irreverently named packages include a one-year ‘Escape from Reality’ cruise, a two-year ‘Mid-Term Selection’ option, a three-year ‘Everywhere but Home’ cruise, and the four-year ‘Skip Forward’ trip.

Guests would join the Villa Vie Odyssey, a residential cruise ship which set sail from Belfast in September, several months into its voyage.

“We came up with this marketing campaign before we even knew who would win. Regardless of who would have won, you would have half of the population upset,” CEO Mikael Petterson told US news site Newsweek.

“Quite frankly, we don’t have a political view one way or the other. We just wanted to give people who feel threatened to have a way to get out.”

Prices start at a little under $40,000 (€38,000) a year. For those opting for the full four-year escape, single-occupancy cabins start at $256,000 (€243,000) while double-occupancy costs up to $320,000 (€303,000).

The price includes all food and drinks (alcohol only at dinner), WiFi, medical visits, weekly housekeeping service and bi-weekly laundry.

Sardinian village relaunches €1 house scheme for Americans

In rural Sardinia, the village of Ollolai has revived its €1 house scheme, now targeting Americans exhausted by the election.

The homes-for-the-price-of-an-espresso offer has been relaunched for US citizens “worned [sic] out by global politics” and “looking to embrace a more balanced lifestyle”, local authorities write on the village’s website.

“Of course, we can’t specifically mention the name of one US president who just got elected, but we all know that he’s the one from whom many Americans want to get away from now and leave the country,” village mayor Francesco Columbo told US news site CNN.

“We have specifically created this website now to meet US post-elections relocation needs.”

Those needs include slowing down and recharging with Ollolai’s dreamy Mediterranean lifestyle.

“Nestled in pristine nature, surrounded by incredible cuisine, and immersed in a community with ancient traditions in the rare Earth’s Blue Zone, Ollolai is the perfect destination to reconnect, recharge and embrace a new way of life,” the website claims.

Available properties will soon be listed online with prices ranging from €1 for houses needing substantial renovations to €100,000 for those that are ready to live in.

This is not the first time the village in Sardinia has put houses for a pittance on the market. In a bid to halt a steep population decline, Ollolai began selling off abandoned homes in 2018 to people willing to carry out $25,000 (€24,000) of renovations within a three-year timespan.

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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Catalonia’s holiday rental ban may not be allowed under EU law as Airbnb pushes back

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Catalonia has said they want to rid Barcelona of its 10,000 holiday lets in the next 5 years.

Catalonia’s recent ban on Airbnb-style holiday rentals breaches EU law, according to a complaint filed with the European Commission by an industry group.

The European Holiday Home Association claims that the ban, introduced by Catalonia in June this year, breaches the provision of services directive.

The Spanish region announced that they wanted to rid Barcelona of its 10,000 tourist flat licences over the next five years. The city has not granted new licences since 2014 but this has not helped to stem a housing crisis, with locals saying they can not find places to live at affordable prices.

Why has Barcelona’s Airbnb ban been challenged?

“We are convinced that EU law has not been respected,” Viktorija Molnar, Secretary General of the European Holiday Home Association (EHHA), said in a statement released on Wednesday.

“By submitting the EU complaint, we hope that the European Commission will take a step further and open a formal infringement procedure against Spain,” added Molnar, whose group represents short-term rental platforms like Airbnb and Expedia’s Vrbo.

The move follows legal concerns raised by the European Commission itself that restrictions brought in by the Spanish region were disproportionate to the aim of tackling housing shortages.

EHHA argues that “unjustified, disproportionate and unsuitable” restrictions breach the EU’s Services Directive, which regulates a swathe of activities from hotels to legal advice. They also said that claims about the impact of Airbnb on housing affordability are “politically inflamed”.

The lobby group may have support from the European Commission itself, whose officials wrote to Spanish authorities to protest the law in February according to a document seen by Euronews Travel.

“The Commission services consider that the restrictions laid down in [Catalonia’s] Decree-law 3/2023 are not suitable to attain the objective of fighting housing shortage and are disproportionate to that objective,” the document said.

Spanish authorities could have also considered less swingeing restrictions and hadn’t offered evidence that short-term rentals were responsible for housing market tensions, it added – noting that there were three times as many empty dwellings as tourist rental properties in Catalonia.

Barcelona is just one European holiday destinations trying to find ways to tackle overtourism.

Cities like Venice have banned cruise ships from stopping on their shores, Athens regularly restricts visitor numbers at the famous Acropolis and Amsterdam is moving its red light district out of the city centre to try and clean up its image.

How the European Commission is taking on holiday rentals

Brussels has already taken action to bring the sharing economy within the regulatory fold, offering new rights to platform workers and hiking value-added tax on short-term lets and ridesharing apps such as Uber.

But the issue could prove totemic for Commission President Ursula von der Leyen – who has created the first-ever European Commissioner for Housing as part of her second mandate, set to take office within weeks.

She has told Denmark’s Dan Jørgensen to “tackle systemic issues with short-term accommodation rentals”, in a mission letter that handed him the housing brief alongside responsibility for energy policy.

A spokesperson for the Catalan government did not immediately respond to a request for comment.

CORRECTION(20 November, 10:02): corrects spelling of Molnar’s name

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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Microsoft pitches AI agents that can perform tasks on their own at annual Ignite event

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The move has been criticised by other tech companies who have branded Microsoft as being a “panic mode”.

In opening remarks to a company conference in the United States on Tuesday, Microsoft CEO Satya Nadella has set the stage for where the company is taking its artificial intelligence (AI) business.

AI developers are increasingly pitching the next wave of generative AI (GenAI) chatbots as AI “agents” that can do more useful things on people’s behalf.

But the cost of building and running AI tools is so high that more investors are questioning whether the technology’s promise is overblown.

Microsoft said last month that it’s preparing for a world where “every organisation will have a constellation of agents – ranging from simple prompt-and-response to fully autonomous”.

Microsoft elaborated in a blog post Tuesday that such autonomous agents “can operate around the clock to review and approve customer returns or go over shipping invoices to help businesses avoid costly supply-chain errors”.

Microsoft’s annual Ignite conference caters to its big business customers.

Microsoft criticised

The pivot toward so-called “agentic AI” comes as some users are seeing limits to the large language models behind chatbots like OpenAI’s ChatGPT, Google’s Gemini and Microsoft’s own Copilot.

Those systems work by predicting the most plausible next word in a sentence and are good at certain writing-based work tasks.

But tech companies have been working to build AI tools that are better at longer-range planning and reasoning so they can access the web or control computers and perform tasks on their own on a user’s behalf.

Salesforce CEO Marc Benioff has criticized Microsoft’s pivot. Salesforce also has its “Agentforce” service that uses AI in sales, marketing, and other tasks.

“Microsoft rebranding Copilot as ‘agents’? That’s panic mode,” Benioff said in a social media post last month. He went on to claim that Microsoft’s flagship AI assistant, called Copilot, is “a flop” that is inaccurate and spills corporate data.

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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