What Are Your Rights If Your Travel Plans Are Disrupted?

A global IT outage affecting 8.5 million computers has resulted in significant travel disruption, affecting flights, trains, and other modes of transport. Travelers are left wondering what their rights are and how to get their money back.

When transport services are delayed or canceled, providers are required to look after passengers. This includes providing meals, accommodation if necessary, and ensuring you reach your destination.

Providers should arrange alternative transport at no extra cost. For any additional losses, such as unused accommodation, passengers may need to claim from their credit card provider if that was the payment method used. Subsequently, a claim may need to be filed with the travel insurance provider, though coverage can vary. According to Defaqto analysts, while 94% of policies cover travel abandonment, only 30% include wider travel disruption as standard, with another 27% offering it as an add-on.

For delays over two hours, passengers are entitled to the same assistance as for cancellations. Compensation for delays over three hours depends on the distance. Delays over five hours give passengers the right to a full refund if they no longer wish to travel.

Compensation is not available for disruptions caused by extraordinary circumstances such as strikes or bad weather. However, if the provider is at fault, you may claim compensation based on the distance and the notice given for the cancellation. For example, journeys under 1,500km may be eligible for up to £220 per person.

Providers are not responsible for loss of earnings due to delays. Passengers should inform their employers about the delay and agree on how to manage the absence, such as using additional leave or unpaid time off. Employers are not legally required to pay for this absence unless specified in the contract.