Q&A

What should airlines offer travellers who are delayed?

If the delay is more than two hours, the airline should provide food and drink, usually through a voucher.

If the delay is overnight, the airline should provide hotel accommodation, and fund the cost of transport to and from the hotel.

Where the airline does not provide accommodation, travellers can arrange their own and reclaim the cost. The hotel costs must be ‘reasonable’.

Customers are urged to keep any food, transport or hotel receipts and can claim through the BA Customer Relations team.

What are my rights to compensation?

The EU Denied Boarding Regulation includes rights to compensation for delayed or cancelled services that depart within the EU or are operated by a European airline.

A delay of more than three hours for short-haul flights (up to 1,500km or 930 miles) equates to compensation of €250 (£218). The figure is €400 (£350) for mediumhaul trips (1,500km to 3,500km).

For long-haul flights (more than 3,500km), delays of between three and four hours have compensation set at €300 (£2 2). For delays longer than four hours the figure is € 00 (£524).

If the flight is cancelled, each traveller will be entitled to the compensation set out above.

Consequently, a family of four travelling to the US who have been delayed more than four hours would be entitled to a full refund plus £2,09 .

How do I make a claim for compensation?

BA says affected customers can claim a full refund or rebook to a future date up until the end of November 2017.

It is legally required to give compensation to people whose flights have been delayed or cancelled.

However, the airline said it will deal with these on a ‘case by case’ basis, which means people will have to make a claim.

Advice on how to do this and template letters are provided by the consumer group Which? at http://www.which.co. uk/consumer-rights