AIRLINES across Europe have accepted through gritted teeth a package of passenger compensation rules which
came into effect in February.New EU legislation means passengers on all flights
departing from an EU airport or flying into the EU on an EU airline, will be entitled to greater
compensation for cancellations, delays and overbooking.
Cancellation
The Consumer Council today welcomed the new rights for air passengers who face cancellation, long delays or
who are not allowed to board their flight.Alan Walker, Head of Consumer Affairs at the Consumer
Council, said: "For years, air passengers have had few rights when things go wrong.
"This new package for passengers will help redress the balance.
"Passengers don't want compensation; they want to fly at the time and date on their ticket without any
problems.
"If airlines fly on time, don't cancel flights and don't overbook, they won't have to pay out."
Overbooking
Previously, passengers on scheduled flights could claim between 150 and 300 euro if they were stopped
from boarding their flight. These new rules mean that passengers can now claim up
to twice that, depending on the length of journey and total time you are delayed.
The aim is that this should help to discourage airlines from overbooking flights.
Alternative
Passengers must also be offered the choice of a refund, a flight back to their original departure
point, or an alternative flight to their destination. Under the new rules, passengers now have access to
compensation for cancellations that are within the airlines' control.
Compensation for cancelled flights will depend on the length of the flight and the delay.
Delays
If passengers are delayed by more than two hours, they will be entitled meals and free phone calls.
If the delay is more than five hours, passengers should be offered a refund on their ticket and a free
flight back to their initial departure point, or alternative transport to their final destination.
Airlines will also have to provide food, drink and overnight accommodation (including a transfer to the
hotel) if this is needed.
Exemptions
In the case of cancellations, the airline does not have to pay if it has given passengers two week's
notice, or provided an alternative flight close to the original departure time.
Airlines will not have to pay compensation if the delay or cancellation was due to "extraordinary
circumstances".
They are likely to argue that such circumstances include bad weather, strike action or delays caused by
air-traffic control or security alerts. They must, however, also ensure there is a clear
notice about the new rights at check-in desks. Passengers who are not allowed to board their flight
or experience cancellation must be given a written notice by the airline explaining the rules.
The new regulations apply to both no-frills and larger airlines.
The legislation also applies to scheduled and chartered flights, including those which are part of
package holidays.
Compensation
Passengers denied boarding because of overbooking, or delays caused by other airline hiccups, will receive
compensation of 250 euros ($296; £167) for short-haul flights.
This figure can rise to 600 (£415) euros for long-haul flights.
By Dawn Watson