NATS travel chaos: What are my rights if a flight is cancelled or delayed?

Hundreds of flights have been cancelled following an air traffic control issue, with tens of thousands of passengers facing disruption.

Travellers across the UK have been urged to check the latest flight information with their airline before travelling to the airport.

The disruption – caused by a technical fault at the National Air Traffic Service (NATS) – has affected passengers flying to and from Scotland, with cancellations and delays causing widespread problems.

But what are your rights if your flight has been delayed or cancelled?

When are you protected by UK consumer law?

UK consumer protections apply to:

Flights operated by an airline departing from a UK airport.
Flights operated by a UK or EU airline arriving at a UK airport.
Flights operated by a UK airline arriving at an EU airport.

How long does a flight have to be delayed before I get help?

It depends on the distance of your flight. You should be entitled to assistance after:

Two hours for flights under 1,500km (932 miles), such as Glasgow to Amsterdam.
Three hours for flights between 1,500km and 3,500km (932 to 2,175 miles), such as Manchester to Marrakesh.
Four hours for flights over 3,500km (2,175 miles), such as Edinburgh to New York.

What assistance should airlines provide?

Airlines should provide a reasonable amount of food and drink, often through vouchers.

They should also provide passengers with a way to communicate, which could include covering the cost of phone calls.

If an overnight stay is required, the airline should provide accommodation and transport between the airport and hotel.

What if the airline cannot provide a hotel or food?

During widespread disruption, airlines can become overwhelmed and hotel rooms may be difficult to find.

Passengers can arrange their own essential food, accommodation and transport and claim reasonable costs back from the airline.

Keep hold of all receipts so you can submit them with your claim.

Can I book an expensive hotel?

You should keep costs reasonable.

The Civil Aviation Authority advises passengers not to “spend more than is reasonable”.

That means an airline is unlikely to reimburse the cost of a luxury hotel or other unnecessary expenses.

How long does the airline have to provide assistance?

The airline’s responsibility continues until your flight departs or you accept a refund because you no longer wish to travel.

What if my flight is cancelled but I still want to travel?

If your flight is cancelled, the airline must get you to your destination if you still want to make the journey.

It will usually arrange another flight with the same airline.

However, you may be entitled to travel with another airline or use an alternative form of transport if that would get you to your destination significantly sooner.

If you arrange your own alternative travel, you may have to pay upfront and then claim the cost back from your original airline.

What if I don’t want to travel anymore?

You can choose a refund if you have been delayed by more than five hours and no longer want to make the journey.

Can I get compensation for a delayed flight?

Airlines can be required to pay compensation when a delay is caused by something within their control.

Examples could include a problem with the aircraft or pilot sickness.

But compensation is generally not due when disruption is caused by circumstances outside an airline’s control.

These can include severe weather, air traffic control restrictions and security alerts.

Passengers affected by Tuesday’s disruption are unlikely to receive compensation because the technical issue affecting air traffic control is considered an “extraordinary circumstance” outside the airline’s control.