Your rights at the airport What to do when it goes wrong

Q What are my rights if my flight is cancelled?

A Airlines have to offer compensation for flights cancelled at short notice. For trips up to 1,500km (932 miles), it is £220; for flights within Europe of more than 1,500km and all flights between 1,500km and 3,500km, it is £350. For journeys of more than 3,500 km, the payment is £520.

Q What are my rights if my flight is delayed?

A If any flight departing the UK or with a UK airline (or arriving in the UK with an EU airline) is delayed, the airline must cover “reasonable” expenses. For flights of less than 1,500km, costs kick in after a two-hour delay. This jumps to three hours for flights of 1,500km to 3,500km, and four hours for those over 3,500km. After a three-hour delay on short-haul flights, customers can claim £220, or £350 for flights between 1,500km and 3,500km. For longer flights, after four hours, it is £520. If the flight is delayed for five hours, a full refund is due.

Q Will I get a refund if I miss my flight because of airport queues?

A Security queues are the airport’s responsibility – and the airline is not liable for compensation. Travellers may be able to claim back Passenger Duty, tax paid on the ticket, but this is typically a reimbursement of £13 per economy passenger on trips across Europe. Long queues at check-in or bag drop are the responsibility of the airline and you may be able to claim.

Q Can I claim for the cost of buying a flight with another airline?

A In some cases yes, but this tactic is risky. The consumer group Which? says claiming for a flight with another airline might only work if the reason for travel is “exceptionally timesensitive”, such as a funeral, job interview or close relative’s wedding.