Gatwick: What are your rights if your flight is delayed or cancelled?

22 November 2024, 12:53 | Updated: 22 November 2024, 15:20

Gatwick Airport's South Terminal has been heavily disrupted after a "suspected prohibited item" was discovered in luggage, leaving passengers in limbo.

Some passengers were reportedly left on planes that weren't taking off, while others were stranded in the airport for hours after Gatwick made the announcement this morning.

Sussex Police said the explosive ordnance disposal team was being sent in "as a precaution" and a security cordon was put in place.

It now says the incident has been resolved and cleared - but warned there were still "some delays and cancellations".

Gatwick Airport latest updates

The airport, which is the UK's second busiest, was set to see off some 316 departing flights today, according to aviation analytics website Cirium.

But what are the rights of passengers if their flights are delayed or cancelled?

Your rights during delays

Your flight is covered by UK law if it departs from a UK airport, arrives at a UK airport on a UK or EU airline, or arrives at an EU airport on a UK airline.

When it comes to significant delays, UK law says airlines must provide you with care and assistance.

Significant delays are classed as:

• More than two hours for short-haul flights of under 1,500km (932 miles)
• More than three hours for medium-haul flights of 1,500km-3,500km (932-2,175 miles)
• More than four hours for long-haul flights of over 3,500km

Here's what the law says the airline must provide you with until it is able to fly you to your destination:

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

It says this must be provided for you for however long delays last, irrespective of what has caused them.

Airlines may not always be able to arrange care and assistance for all passengers during major disruptions directly, but the UK Civil Aviation Authority (CAA) says you can organise the things listed for yourself and then claim the cost back from your airline later if you keep every receipt and do not spend more than is deemed reasonable.

In other words, don't splash out on things like alcohol and luxury hotels during your wait and expect to claim your money back later.

What are your rights if your flight is cancelled?

If your flight is cancelled, the airline must either give you a refund or book you on an alternative flight.

You can get your money back for all parts of a ticket you haven't used, the CAA says.

If you have booked a return flight and the outbound leg is cancelled, for example, you can get the full cost of the return ticket back from your airline.

"If you are a transfer passenger and you have already completed part of your journey, you are also entitled to a flight back to your original departure point when your connecting flight is cancelled and you decide not to continue your journey," it adds.

If you still want to travel, your airline must find you an alternative flight - whether it is the next available one, or a flight at an alternative, later date.

If another airline is flying significantly sooner than yours is able to offer, you may have the right to be booked onto a rival airline's flight, but this has to be negotiated with the company.

On last-minute cancellations, Naveen Dittakavi, founder and chief executive of Next Vacay, said: "If you're already at the airport once the flight is cancelled, the best thing you can do is stay calm - you are protected against many things that might go wrong.

"Try calling the airline helpline rather than waiting to speak directly with the airport staff. The helpline is often more flexible and may provide you with an e-credit or voucher, or flexibility to change your travel dates quickly."

Can you get compensation?

In some cases, airlines may have to provide compensation if your flight arrives at its destination more than three hours late - but that is only if the delay is deemed to be your airline's fault.

Disruptions caused by things deemed "extraordinary circumstances" are not eligible for compensation, according to the CAA.

(c) Sky News 2024: Gatwick: What are your rights if your flight is delayed or cancelled?