Travel
Air traffic control chaos: Everything you are entitled to if your flight is delayed or cancelled
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).
Travel
Intercités, Ouigo, TER: France announces discounted train fares throughout September
Want to explore France by train this September? Look out for these cheap ticket sales.
Sad to see the end of summer? September is still a great time for a train adventure thanks to extended deals from French national rail operator SNCF.
Throughout the month, its ‘Les Jours Traincroyables’ campaign promises to “extend the summer” with a series of ticket offers on Intercités, Ouigo, TER and TGV INOUI trains.
Various flash sales are planned until 30 September offering discounted journeys on regional and longer distance high-speed services.
To secure cheap train travel in France and beyond, here are the dates to put in your calendar.
Flash sales on French trains this September
SNCF Voyageurs’ month of discounts kicks off with a Ouigo flash sale on 4-5 September. It will see 200,000 tickets on the operator’s classic and high-speed trains sold for a maximum of €19 each.
The high-speed train service offers low-cost travel throughout France and onward to destinations in Spain.
Stay on alert from 10-13 September, when 30,000 tickets between Normandy and Paris costing no more than €12 will be released in the Nomad Train Flash Sale.
Cheap tickets (between €3 and €13) will also be available in the eastern region of Bourgogne-Franche-Comté, and to or from Paris, all month long.
Further west, under-26-year-olds can take advantage of €4 to €15 tickets for travel in Brittany, while down south in Nouvelle-Aquitaine under-28s can travel for just €2.
Heading to the northern Hauts-de-France region? Here, bargain €2 train tickets have no age limit – and 5,000 of them will be released each day throughout September.
To catch the end of the green season in the mountains, travel on Saturdays for a 40 per cent group discount on TER Auvergne-Rhône-Alpes trains.
Cheap train travel in Europe this September
The train ticket deals aren’t limited to French destinations. Between 18-29 September, you can discover Europe thanks to €39 tickets with TGV INOUI and TGV Lyria.
TGV INOUI operates high-speed trains to over 200 destinations in France and Europe, including in Germany, Italy and Spain, while TGV Lyria operates between France and Switzerland.
A further sale on TGV INOUI and Intercités trains from 23-27 September will offer tickets from €19 to €29, with an upgrade to first-class costing just €1 extra.
For cheaper train travel in Europe all year round, take advantage of the Carte Liberté, which offers fixed rate discounts to frequent travellers and is currently available at up to €80 off.
Travel
Flying on a plane is safer now than ever before, study finds
A recent study has found that flights are safer than they’ve ever been.
There’s a one in 13.7 million chance that a passenger anywhere in the world will die onboard an aircraft, according to a new study.
Researchers from the Massachusetts Institute of Technology (MIT) in the US analysed global passenger and fatality data between 2018 and 2022 and found deaths on planes dropped by an average of 7 per cent year over year.
Those results follow a pattern of “continuous improvement” that started in 1968 when the death rate fell an average of 7.5 per cent per year even as more flights took off and landed.
It comes as US aircraft manufacturer Boeing faces a series of technical issues that forced the company to ground the test flights of their 777-9 model. The Federal Aviation Authority (FAA) also reportedly has launched inspections into the 787 Dreamliner due to faulty pilot seat movements.
Death rate 36 per cent higher in some countries
The incident rate depends on what countries people are flying to and from, with researchers dividing countries into three tiers for low, medium and high risk based on air safety record.
The lowest risk is the Tier 1 group which includes the European Union, Australia, Canada, China, Israel, Japan, Montenegro, New Zealand, Norway, Switzerland, the United Kingdom, and the United States.
Some examples of countries in the Tier 2 group include Bahrain, Bosnia, Brazil, Brunei, Chile, Hong Kong, India, Jordan, Kuwait, Malaysia, Mexico, Philippines, Qatar, Singapore, South Africa, South Korea, Taiwan, Thailand, Turkey, and the United Arab Emirates.
The rest of the world’s countries are in Tier 3 or the high-risk group.
For the first two tiers, the death risk falls to one per 80 million passenger boardings, the study found. These countries account for more than half of the world’s 8 billion people.
“At that rate, a passenger could on average choose one flight at random every day for 220,000 years before succumbing to a fatal accident,” the report continued.
The fatality risk is around 36 per cent higher for tier 3 countries, the study found, but fatalities are still falling.
“While [these nations] continue to get better over time, their passenger death risk remains many times as high as the risk elsewhere,” the study says.
The study also didn’t include any accidents that were direct attacks on passengers, like a suicide bombing at Kabul airport in 2021 that killed 170 Afghans and 13 US military troops.
Over 4,000 deaths from catching COVID on a plane
The study accounts for the COVID-19 pandemic which they defined as the period from March 2020 to December 2022. While there were fewer airline passengers during the pandemic, those who travelled faced a “new source of danger” if exposed to the virus on a flight.
Airlines at the time told passengers that COVID-19 transmission was “all but impossible,” the researchers say in their study, even though the US surgeon general estimated that 96 per cent of flights during that time had at least one positive passenger.
Despite that new risk, researchers say that there “is no evidence that those who did fly suffered a greater risk of death from plane crashes or attacks than would have been expected had the pandemic never occurred”.
“Outside of on-board transmission of COVID-19, passenger safety did improve sharply,” the study said.
In total, the paper estimates that roughly 4,760 people died from contracting a COVID-19 infection on a flight from March 2020 to December 2022.
The MIT researchers do admit that it’s hard to know the exact number of deaths since passengers who got an infection after a flight could’ve passed it on to others who might have passed away.
“These estimates about COVID-19 deaths are necessarily imprecise,” the study says. “And while they use lower-end parameter estimates, they could well be too high”.
Their data also doesn’t count any passengers under 18 and doesn’t differentiate the age of any passengers over 65, which the researchers say is important because mortality goes sharply up for the elderly.
Travel
‘Paradise ruined’: Why Spanish locals fed up with overtourism are blocking zebra crossings
In northwestern Spain, villagers blocked zebra crossings to protest too many tourists – but ended up causing a huge traffic jam.
Spain has seen many overtourism protests this year, but one small village has been making its grievances known in a very unusual way.
In the Galician village of O Hío in northwest Spain, locals took it upon themselves to protest against the volume of tourists by blocking zebra crossings.
Walking up and down them for a total of 37 minutes, they caused total traffic gridlock – worsening the exact problem they hoped to highlight.
Nevertheless, residents stand by their decision.
Why are Spanish locals blocking zebra crossings?
“Traffic problems are already common, but this year they have tripled at least,” resident Mercedes Villar told local newspaper La Voz de Galicia. “It’s an avalanche of cars that not only pollutes but also affects everyone’s lives because they park wherever they want. We have the right to live too.”
Locals from the small coastal village say, while they’re not against tourism per se, they want authorities to find a mutually beneficial solution so that residents and visitors can co-exist happily.
They say their driveways are being blocked, traffic accidents are increasingly common and that parking-controlling yellow lines are being ignored.
“The protest was meant to raise awareness and sound the alarm,” another villager told La Voz. “We want people to be civil and understanding and, if they see that there is no parking space, to leave, as we all have to do in any city.”
Rogue parking by tourists creates ‘danger’ for locals
Villar, who is the spokesperson for the residents’ association, added that while locals tend to park their cars properly, visitors who don’t are creating “a situation of insecurity and danger”.
Villagers raised concerns that the situation causes access problems for emergency vehicles, citing residents who needed to be collected by ambulance, but found the exits from their houses blocked or their transport delayed due to the sheer number of vehicles on the streets.
Speaking to La Voz, Villar added that the significant amount of traffic had led to “uncivil” behaviour, including visitors littering the roads and parking areas.
She also says that too much traffic has led to the deterioration of some roads. “We want orderly and polite tourism that respects the environment. This is a paradise, but paradises also get ruined,” she said.
Locals have been invited to discuss their complaints
Like many Spanish people protesting against overtourism, Villar believes that the growing popularity of her local area has a lot to do with social media’s impact.
“This is sold as a beautiful place with no people, but now that is not true,” she explained, adding that residents tend to avoid beaches during tourist season as they are simply too busy.
She hopes that the zebra crossing protests will have laid bare how “annoyed” locals are with the situation.
It seems to have worked – in response, the local council has invited disgruntled locals to a meeting to discuss their complaints later in September.
From Cantabria in the north to Málaga in the south, growing numbers of Spanish people are calling for the government to change the face of mass tourism, which they believe is getting out of hand.
They say its impact is having a negative effect on property prices and rents as well as standard of living for residents.
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