Hundreds of thousands of passengers have been captured in an important interruption at Heathrow Airport after a nightfire in an electrical substation activated by mass flight cancellations.
During most Friday, travelers who did not go to Heathrow were advised unless his airline indicates. For Friday afternoon, the airport said some flights would resume that night, but did not expect to be completely operational until Saturday morning.
For those trapped in chaos, this is what you need to know.
Can I claim compensation?
Despite flight cancellations, consumers experts warn that the compensation of their airline for the interruption of travel plans is unlikely.
“If your flight is canceled, you will not be entitled to compensation, since these events will be considered an extraordinary circumstance,” said Rory Boland, a editor which one? Travel Magazine.
“But you will be entitled to the help of your airline, including accommodation during the night if necessary.”
Should I opt for a reimbursement or redirected flight?
The affected passengers will have the option of being redirected or accepting a refund. “If you opt for the first, your airline is obliged to take it to a new flight as soon as possible, even with rival carriers from alternative airports,” Boland said.
“If you accept a refund, keep in mind that your airline will have no more care for you and should make your own arrangements,” he added. The Council of Citizens says that the reimbursement must obtain within seven days after the date of the flight, after claiming.
British Airways told affected customers on Friday to use their online option “Manage my reservation” to reserve their flight, instead of call centers, due to high volumes of consultations.
According to the Expedia Travel Agent, many airlines have issued exemptions for flights affected by the closure, which allows customers to make reservation changes that would normally incur positions or sanctions.
“Some [airlines] Allow cancellations, while others allow only changes in the date within a specific period, “he said Expedia.” A good first step is to visit the airline website for the eligibility of exemption. We are also working closely with our aerial partners to honor all applicable exemptions. “
What about other costs that incur?
Given the interruption scale, the next problem that passengers will face is the time it could take to be reserved on an alternative flight and the costs they incur while waiting.
Mike, 36, does not have a home to return in London, since he was supposed to move to New York to work on Friday.
“I was going to fly to JFK this morning, and then it was obviously canceled, so I’m waiting for British Airways now to tell me when I’m flying,” he told FT.
The food and beverage seller said he was not satisfied with BA’s offer to reserve it on an indirect flight through Miami on Sunday: a 20 -hour long trip.
Passengers of the redirized airlines have the right To claim additional “reasonable” costs, such as accommodation during the hotel night if there are no alternative flights available, and travel costs onwards if you fly to a different airport.
However, airlines will expect the claimants to provide receipts. In previous large -scale incidents, some airlines have encouraged passengers affected to claim through their travel insurance.
“If your airline refuses to take it to the destination, its flight was reserved in the ‘earlier opportunity’, you have the right to reserve a flight that will do it and claim [the cost] Back, “Boland said, although some airlines make it a long process to claim this, he often disputes it.
“I would only do this if the airline said that it would only put me on its next flight available in two or three days, or if I had a really urgent reason to get to my destination,” he said.
Will my travel insurance cover it?
It is worth verifying the terms of your travel insurance to see if you can recover any other expense incurred as a result of this incident, such as car rental or parking rates at the airport, although travel interruption policies are not included as standard, so it can be in anguish for them.
Customers who carry out travel insurance with Aviva are entitled to a delayed output benefit of £ 25 for each delay of 12 hours (up to £ 250 per person) or up to £ 5,000 per person for travel and accommodation costs not used that have already been paid, but only if their travel provider could not provide adequate alternative arrangements within 12 hours and that they shook canceled their trip.
Aviva added that customers stuck abroad that they intended to claim additional accommodation costs must ensure that these are of a standard similar to their previous accommodation, and must retain receipts.
What about the provider of my credit card?
According to the United Kingdom Law, if you make a credit card reservation, which costs between £ 100 and £ 30,000, and the supplier does not deliver or there is a breach of contract, your credit provider is jointly responsible with the supplier. You can avoid the airline and submit a claim directly in its bank application, together with the receipts and evidence of support, such as the screenshots of the cancellation. If it does not work, you can climb the claim to the Ombudsman.
Has Heathrow’s disruption affected you? Email Money@ft.com