Volcanic ash flight cancellations – consumer advice

Volcanic ash compensation and refunds advice caused by flight cancellations and delays your consumer rights and advice.

In short if you have incurred reasonable expenses to return to the UK. Airlines must reimburse you for those expenses incurred, provided they are reasonable..

A £3000 taxi fare is not going to be paid.. Passengers should ensure they keep all the receipts for expenses incurred and to contact the airline in writing on their return home enclosing copies of these receipts.

• Under EU rules, the airlines continue to have a “Duty of Care” for stranded passengers which means food and accommodation where needed.

Passengers are also entitled to re-routing or a full refund. The only thing which does not apply in the case of ‘exceptional circumstances’ is the payment of compensation.

Passengers are advised to keep all receipts for costs incurred. See below for full text from the ECC.

1. If your flight has been cancelled

Under Regulation (EC) No. 261/2004 airlines are required to offer passengers either a refund of the full cost of the ticket or rerouting to their final destination at the earliest opportunity or at a later date at the passenger’s convenience subject to availability.

While awaiting the earliest available rerouted flight, passengers are entitled to receive care and assistance from an airline. In such cases the airline is specifically required to supply meals and refreshments in reasonable relation to the waiting period, two free telephone calls, emails or faxes and hotel accommodation if an overnight stay is required.

Passengers affected by disruptions caused by the volcanic ash cloud will, however, be unable to claim compensation under the Regulation, since these cancellations are caused by extraordinary circumstances beyond the control of the airline

2. If you are stranded abroad

Passengers unable to return home due to the travel disruptions are entitled to receive care and assistance from the airline as outlined above. Passengers must also be provided with a text setting out their entitlements.

If no assistance is provided and passengers incur reasonable expenses as a result, these must be reimbursed by the airline.

3. If you are travelling on a package holiday

If your trip was booked as a package holiday, you have stronger protection under the Package Holiday Directive. If trips are cancelled and tour operators cannot get you to your destination they must offer you the choice between a replacement package of equivalent or superior quality, a lower grade package with a refund of the difference in price between the two packages, or a full refund.

Passengers on package holidays who are stranded in a destination must be looked after by their tour operator, and the operator is obliged to get them home.

4. What about my hotel and car hire bookings?

Airlines are not obliged to cover the cost of missed booking made by passengers who organised their holidays independently. Nonetheless, passengers might not lose their money.

You should contact the service provider to see if it is possible to change their plans or receive a refund. If the provider is unwilling to assist, consumers should contact their insurer as such circumstances may be covered by their particular travel insurance policy.

For consumers stranded outside the EU, it is important to remember that the Regulation only applies to air carriers licensed in a Member State of the EU.