It’s one thing knowing your rights as a consumer, but quite another getting results, as the new EU rules on compensation entitlements for air travellers demonstrate. The new rules, which came into force last February, were designed to strengthen passengers’ rights, but have instead left people “baffled and angry”, according to the Air Transport Users’ Council. Part of the problem is that the stiffer rules have led to a greater determination on the part of airlines to evade responsibility.
They can avoid paying compensation if they cite “extraordinary circumstances” as the reason for cancelling, says Cath Urquhart in The Times. Such circumstances supposedly involve things like very bad weather or strikes by air traffic controllers, but airlines manage to cite them for an amazing variety of problems – for instance, if there is a technical hitch, they say it is an “unexpected flight safety shortcoming”.
In spite of this, you are more likely to be treated well if you know what airlines’ obligations are. Essentially, if your flight is delayed or cancelled, or you are “bumped off” it, you are entitled to refreshments, a hotel room if necessary and, ultimately, a refund of ticket price. On top of this, you are entitled to financial compensation of between e125 and e600 if you arrive late at your destination because of a cancelled flight. If your flight is merely delayed, you can’t claim financial compensation, but you have a legal right to food and, if necessary, a hotel room after a delay of two hours on flights of up to 1,500 km, a delay of three hours on flights of 1,500km to 3,500km, and a delay of four hours on longer flights. If you decide to abandon the journey after five hours, you are entitled to a refund of the ticket price.
The airport isn’t the only place where it pays to know your rights: you will always be in a stronger position if you are clear on your legal situation. So visit Consumerdirect.gov.uk. Funded by the Office of Fair Trading, the website provides useful fact sheets on everything from your rights when buying goods from door-to-door salesmen, to the “plain language requirement” in contracts. It also tells you what to do if you have been treated badly or sold faulty goods.