Footage shows sniffer dogs working through crowds of people, as passengers were handed bottles of water and blankets by staff after a suspicious item was found in luggage this morning
Passengers swept up in the chaos at Gatwick Airport today need to know what they’re entitled to and how to get it.
A ‘suspicious package’ at the travel hub has led to widespread disruption today. A total of 316 flights were due to take off from the airport and 318 land throughout the course of today, totaling 122,050 seats, according to aviation analytics company Cirium. Dozens of flights have been cancelled, delayed and even forced to turn back as emergency services work to resolve the issue.
As an upshot, huge numbers of people have missed flights and found themselves stuck at the airport, unsure how to get home.
The bad news for those whose plane will not be taking off today is that they are unlikely to be able to claim compensation. Because the ‘suspicious package’ is likely to be classified as an extraordinary circumstance outside of the airlines’ control, they are not required to pay out in pure compensatory terms.
However, that does not mean that you’re on your own. Regardless of the reason for the delay, your airline is required to offer some support, including arranging alternate flights and accomodation in some cases.
While most passengers simply want to board the next available flight, your airline should arrange this for you. If they fail to do so, you can demand a replacement flight with another airline. There’s no definitive timescale for when this should happen, but if it exceeds 24 to 48 hours, it’s worth pushing your airline for this option.
Before booking an alternative flight, check with your original airline to see if they’ll cover the costs. If you’re stuck waiting for a delayed or cancelled flight, you’re entitled to compensation and assistance. This should be provided by a member of airline staff at the airport. After a certain amount of time – two hours for short haul, three for medium haul and four for long haul – food and drink vouchers should be offered, regardless of whether the airline is at fault. But don’t get too excited, as you’ll likely only receive a basic sandwich and drink.
You’re entitled to claim the cost of any calls made in relation to the delay. If your mobile’s battery has died, you can request assistance from the airline. The major compensation comes in the form of accommodation. If you’re delayed overnight, the airline should foot the bill for your hotel and transport there.
However, they usually select the accommodation, so don’t get your hopes up about a five-star airport hotel. The airline should also organise or cover ‘reasonable’ costs for getting you to the hotel. If you can’t reach anyone at the airline, keep all bills and receipts for expenses incurred while dealing with the situation. It might be worth snapping a photo of them too, just to be safe.
The rules around compensation for additional costs incurred due to flight cancellations and delays are less clear-cut, but there are some legal principles that could apply if you’re seeking compensation for your losses. A direct loss is money that you’ve lost directly because of the situation.
For instance, having to book another plane ticket if the airline can’t find you an alternative. These losses aren’t always guaranteed to be reimbursed. If the airline believes you’ve booked an excessively expensive flight, for example, it may offer a pro-rata refund based on the prices at the time. But this doesn’t necessarily mean the decision is fair – so make sure to complain if you’re not satisfied.
On occasion, passengers have resorted to embarking on costly taxi rides due to flight cancellations. While this is a ‘direct’ loss in the sense that you’ve had to shell out cash to get home, airlines are likely to argue that you could have opted for a cheaper alternative like a train, bus, or ferry. Before splashing out on expensive transport, it’s wise to check with your airline first. You might also incur losses as a result of the situation, such as missing a day of paid work.
These losses are more difficult to quantify, but that doesn’t mean you can’t claim for them. It’s crucial to make it abundantly clear that the loss is directly linked to the situation – and provide evidence to support this.
