Flights were cancelled or delayed at many airports across the country due to a technical failure in NATS’ flight data processing system
What you’re entitled to after flights cancelled at Birmingham Airport this week(Image: Getty Images)
This week saw dozens of flights either cancelled or delayed at airports across the UK, including Birmingham Airport.
This was due to a technical failure in NATS’ automated flight data processing system on Tuesday, September 8.
Because automated flight plan processing failed, controllers were forced to handle flight data manually, strictly limiting airspace capacity to ensure safety.
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With thousands of passengers left facing cancelled or rebooked flights, travel insurance provider Holidaysafe has explained exactly what holidaymakers are entitled to.
What happens if your flight is cancelled
Under the UK261 regulation, passengers whose flights are cancelled may have rights, including a refund or rerouting. The precise rights available will depend on the circumstances. For the full statutory position, passengers should refer to their airline or the Civil Aviation Authority, as individual circumstances can affect eligibility.
Where the relevant statutory conditions are met, these are passenger rights rather than discretionary goodwill arrangements.
These are what passengers are legally entitled to, not discretionary goodwill gestures from the airlines. If you have a connecting flight booked as a single ticket, passengers who choose NOT to continue their journey will also be entitled to a flight back to their original departure point.
Airline care obligations during disruption
Depending on the length and circumstances of the delay, airlines may also have obligations to provide appropriate care, such as refreshments, meals or accommodation. Where the relevant waiting time thresholds are met, passengers may also be entitled to care from the airline, which can include meals, refreshments and means of communication.
If the disruption extends to include an overnight stay, the airline must also arrange or reimburse hotel accommodation and transfers to and from the airport.
How to claim
Claims relating to an airline’s statutory obligations should normally be raised with the airline first. Any travel insurance claim should be made in accordance with the claims process set out in the customer’s policy.
Amber Moon, Brand Manager at Holidaysafe, said: “Disruption on this scale is unsettling, especially for families at the start of a long-awaited trip. It’s often more productive to deal with the airlines first – refunds, rebookings and care are owed regardless of what caused the delay.
“Travel insurance does not replace an airline’s obligations. The cover available following travel disruption will depend on the individual policy, so customers should check their policy wording carefully to understand what benefits may apply and any applicable limits or exclusions.”
