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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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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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