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| What are my rights if my flight is cancelled or delayed? | What are my rights if my flight is cancelled or delayed? |
| (21 days later) | |
| A global IT outage affecting 8.5 million computers caused widespread travel disruption, with many hundreds of flights cancelled. | A global IT outage affecting 8.5 million computers caused widespread travel disruption, with many hundreds of flights cancelled. |
| What are your rights if your journey was disrupted and can you get your money back? | What are your rights if your journey was disrupted and can you get your money back? |
| What lessons are there from the IT shutdown? | What lessons are there from the IT shutdown? |
| The CrowdStrike outage, caused by a software update, saw airlines and their passengers among the worst affected. | The CrowdStrike outage, caused by a software update, saw airlines and their passengers among the worst affected. |
| When flights are delayed or cancelled, airlines have a duty to look after you. | When flights are delayed or cancelled, airlines have a duty to look after you. |
| That includes providing meals and accommodation, if necessary, and getting you to your destination. The airline should organise putting you on an alternative flight, at no extra cost. | That includes providing meals and accommodation, if necessary, and getting you to your destination. The airline should organise putting you on an alternative flight, at no extra cost. |
| Any additional losses - such as unused accommodation - might require a claim to a credit card provider, if that was the payment option used. | Any additional losses - such as unused accommodation - might require a claim to a credit card provider, if that was the payment option used. |
| After that, a claim may need to go to your travel insurance provider. But there is no standard definition of what is and is not covered. | After that, a claim may need to go to your travel insurance provider. But there is no standard definition of what is and is not covered. |
| While 94% of policies have travel abandonment as standard, only 30% include wider travel disruption as standard, plus 27% which have it as an add-on if you pay for it, according to analysts Defaqto. | While 94% of policies have travel abandonment as standard, only 30% include wider travel disruption as standard, plus 27% which have it as an add-on if you pay for it, according to analysts Defaqto. |
| "The recent events again highlight the importance of ensuring you have brought your travel insurance in advance of your trip as well as taking the time to understand the cover you are purchasing and making sure it is right for your circumstances," says Anna-Marie Duthie, consultant at Defaqto. | "The recent events again highlight the importance of ensuring you have brought your travel insurance in advance of your trip as well as taking the time to understand the cover you are purchasing and making sure it is right for your circumstances," says Anna-Marie Duthie, consultant at Defaqto. |
| However, customers are not entitled to additional financial compensation for delays caused by the IT outage because these are extraordinary circumstances beyond the airlines' control. | However, customers are not entitled to additional financial compensation for delays caused by the IT outage because these are extraordinary circumstances beyond the airlines' control. |
| If my flight is cancelled, can I get a refund or another flight? | If my flight is cancelled, can I get a refund or another flight? |
| Of course, flights are delayed for all kinds of reasons, not just IT outages. | Of course, flights are delayed for all kinds of reasons, not just IT outages. |
| If your flight is covered by UK law, your airline must let you choose between either getting a refund or being booked on to an alternative flight. That's regardless of how far in advance the cancellation was made. | If your flight is covered by UK law, your airline must let you choose between either getting a refund or being booked on to an alternative flight. That's regardless of how far in advance the cancellation was made. |
| You can get your money back for any part of the ticket you have not used. | You can get your money back for any part of the ticket you have not used. |
| So, if you booked a return flight and the outbound leg is cancelled, you can get the full cost of the return ticket refunded. | So, if you booked a return flight and the outbound leg is cancelled, you can get the full cost of the return ticket refunded. |
| If you still want to travel, your airline must find you an alternative flight. | If you still want to travel, your airline must find you an alternative flight. |
| If another airline is flying to your destination significantly sooner, or there are other suitable modes of transport available, then you have a right to be booked onto that alternative transport instead. | If another airline is flying to your destination significantly sooner, or there are other suitable modes of transport available, then you have a right to be booked onto that alternative transport instead. |
| How do I renew my UK passport and what is the 10-year rule? | How do I renew my UK passport and what is the 10-year rule? |
| Will the airline pay for food and accommodation? | Will the airline pay for food and accommodation? |
| If you are stuck abroad or at the airport because of a flight cancellation, airlines must also provide you with other assistance. | If you are stuck abroad or at the airport because of a flight cancellation, airlines must also provide you with other assistance. |
| This includes: | This includes: |
| a reasonable amount of food and drink (often in the form of vouchers) | a reasonable amount of food and drink (often in the form of vouchers) |
| a way for you to communicate (often by refunding the cost of calls) | a way for you to communicate (often by refunding the cost of calls) |
| free accommodation, if you have to stay overnight to fly the next day | free accommodation, if you have to stay overnight to fly the next day |
| transport to and from the accommodation | transport to and from the accommodation |
| If your airline is unable to arrange assistance, you have the right to organise this yourself and claim back the cost later. | If your airline is unable to arrange assistance, you have the right to organise this yourself and claim back the cost later. |
| In this case, the Civil Aviation Authority advises people to keep receipts and not spend more than necessary. | In this case, the Civil Aviation Authority advises people to keep receipts and not spend more than necessary. |
| Civil Aviation Authority: Delays and cancellations, external | Civil Aviation Authority: Delays and cancellations, external |
| What compensation can I get if my flight is delayed? | What compensation can I get if my flight is delayed? |
| You are entitled to the same assistance as for a cancellation if your flight is delayed by more than two hours. | You are entitled to the same assistance as for a cancellation if your flight is delayed by more than two hours. |
| You may also be able to claim compensation if your flight arrives at its destination more than three hours late, external. | You may also be able to claim compensation if your flight arrives at its destination more than three hours late, external. |
| The amount is based on how far you are flying. | The amount is based on how far you are flying. |
| If you are delayed by more than five hours and no longer want to travel, you can get a full refund. | If you are delayed by more than five hours and no longer want to travel, you can get a full refund. |
| Flight chaos made worse by engineer delay | Flight chaos made worse by engineer delay |
| What are my rights if I have booked a package holiday? | What are my rights if I have booked a package holiday? |
| If you booked a package holiday with a company that is an ABTA member and your flight is cancelled, you are entitled to a suitable alternative flight or a full refund. | If you booked a package holiday with a company that is an ABTA member and your flight is cancelled, you are entitled to a suitable alternative flight or a full refund. |
| ABTA: What are your rights?, external | ABTA: What are your rights?, external |
| Can I claim extra compensation for disruption? | Can I claim extra compensation for disruption? |
| Disruption caused by things like strikes by airport or air traffic control staff, bad weather or other "extraordinary circumstances" does not entitle you to extra compensation. | Disruption caused by things like strikes by airport or air traffic control staff, bad weather or other "extraordinary circumstances" does not entitle you to extra compensation. |
| However, in other circumstances - when it is considered to be the airline's fault - you have a number of rights under UK law, external. | However, in other circumstances - when it is considered to be the airline's fault - you have a number of rights under UK law, external. |
| These apply as long as you are flying from a UK airport on any airline, arriving at a UK airport on an EU or UK airline, or arriving at an airport in the EU on a UK airline. | These apply as long as you are flying from a UK airport on any airline, arriving at a UK airport on an EU or UK airline, or arriving at an airport in the EU on a UK airline. |
| What you are entitled to depends on what caused the cancellation and how much notice you are given. | What you are entitled to depends on what caused the cancellation and how much notice you are given. |
| If your flight is cancelled with less than two weeks' notice, you may be able to claim compensation based on the timings of the alternative flight you are offered. | If your flight is cancelled with less than two weeks' notice, you may be able to claim compensation based on the timings of the alternative flight you are offered. |
| The amount you are entitled to also depends on how far you were travelling: | The amount you are entitled to also depends on how far you were travelling: |
| for flights under 1,500km, such as Glasgow to Amsterdam, you can claim up to £220 per person | for flights under 1,500km, such as Glasgow to Amsterdam, you can claim up to £220 per person |
| for flights of 1,500km to 3,500km, such as East Midlands to Marrakesh, you can claim up to £350 per person | for flights of 1,500km to 3,500km, such as East Midlands to Marrakesh, you can claim up to £350 per person |
| for flights over 3,500km, such as London to New York, you can claim up to £520 per person | for flights over 3,500km, such as London to New York, you can claim up to £520 per person |
| What if flight delays mean I am late back to work? | What if flight delays mean I am late back to work? |
| Airlines will not refund you for loss of earnings. | Airlines will not refund you for loss of earnings. |
| They are only responsible for covering direct costs, such as hotel rooms, meals and alternative flights. They are not obliged to cover consequential losses. | They are only responsible for covering direct costs, such as hotel rooms, meals and alternative flights. They are not obliged to cover consequential losses. |
| Travel insurance policies will not usually cover loss of earnings either. | Travel insurance policies will not usually cover loss of earnings either. |
| If you think you're going to be late back at work because of flight delays, you have a responsibility to contact your employer to let them know you won't be back as planned, legal experts say. | If you think you're going to be late back at work because of flight delays, you have a responsibility to contact your employer to let them know you won't be back as planned, legal experts say. |
| You should agree with your employer how to deal with the absence - for example, by using more annual leave or time banked in lieu. Taking unpaid leave could also be an option. | You should agree with your employer how to deal with the absence - for example, by using more annual leave or time banked in lieu. Taking unpaid leave could also be an option. |
| Employers have no legal obligation to pay employees who are absent in this situation, experts say, unless it is stated in their contract. | Employers have no legal obligation to pay employees who are absent in this situation, experts say, unless it is stated in their contract. |
| Have you been personally affected by the disruption to flights? Get in touch by emailing haveyoursay@bbc.co.uk, external. | Have you been personally affected by the disruption to flights? Get in touch by emailing haveyoursay@bbc.co.uk, external. |
| Please include a contact number if you are willing to speak to a BBC journalist. You can also get in touch in the following ways: | Please include a contact number if you are willing to speak to a BBC journalist. You can also get in touch in the following ways: |
| WhatsApp: +44 7756 165803 | WhatsApp: +44 7756 165803 |
| Tweet: @BBC_HaveYourSay, external | Tweet: @BBC_HaveYourSay, external |
| Upload pictures or video, external | Upload pictures or video, external |
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