A cloud of volcanic ash has forced the closure of all UK air space and the cancellation of hundreds of flights, leaving passengers to choose between a refund or waiting for airports to reopen.
All airlines have been hit by the massive disruption, with most advising customers not to head to terminals at all because of the volume of disrupted passengers. Most airlines, including British airways, Bmi and easyJet, are offering customers a choice of a refund or a free transfer onto another flight when air services resume.
According to the Tranding Standards Institute, passengers whose flights have been delayed or cancelled due to the volcanic dust blown over to the UK from Iceland have the some rights under the Regulation 261/2004 Air Passenger Rights.
They are entitled to a refund or re-routing if the flight is cancelled or delayed by more than five hours; if re-routing is offered from an alternative location, the airline must cover the cost of transfers.
Passengers on flights delayed by more than two hours are also entitled to meals and refreshments, hotel accommodation if necessary, transport between airport and accommodation, two free telephone calls, faxes or emails.
In cases of ‘extraordinary circumstances’ like this, which are beyond the airlines’ control, consumers are not entitled to further compensation, the TSI said.
The TSI said consumers should also check their own travel insurance as they may be entitled to more under their individual policies, or they could get further information from the government website Consumer Direct or by phoning 0845 4040506.
Update 07:30hrs - 18th April
The Met Office has confirmed that the volcanic ash cloud continues to cause the closure of the majority of European airspace with the exception of the southern continental Europe. Consequently, Ryanair flights to the below listed countries/airports have been cancelled up to 13:00hrs Monday 19th April. Passengers are advised NOT to go to the airport if their flight is cancelled. Further updates regarding flights operating on Monday afternoon and Tuesday morning will be issued on Sunday 18th April at 12:00hrs.
