The Consumer Council Passenger Transport

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AIR TRAVEL

Click here to download your free copy of Plane Facts, the passengers guide to planning and using air travel.

Your rights for cancelled and delayed flights.

EU Regulation 261/2004 increases the range of rights and compensation that passengers can expect when they are denied boarding or face cancellations and serious delays.

• Delayed Flights

Passengers are entitled to assistance depending on the length of delay and the distance of flight due to be undertaken.

Assistance must be provided regardless of whether the delay is outside the airlines control.

• Cancelled Flights

Passengers must be offered a choice between a full refund and an alternative flight. If the cancellation involves a return leg of the journey, the refund should be for the unused portion and the alternative flight will be a flight back home.

In all cases passengers must be provided with meals and refreshments, telephone calls and where appropriate, hotel accommodation and transport to and from the hotel.

In addition, passengers have the right to compensation as set out below

Passengers have no right to compensation if they have been informed of a cancellation

o       Two weeks before the time of departure; or

o       Between two weeks and less than seven days and re-routed at a time close to that of the original flight.

If the airline can prove the cancellation or delay was caused by extraordinary circumstances such as weather conditions, strike action, security alerts, delays caused by air traffic control, which could not have been avoided even if all reasonable measures had been taken, the airline is not obliged to pay compensation.

• Denied Boarding

When the airline has overbooked a flight, before they take any action they must ask for volunteers to give up their seats in return for agreed benefits. In addition to any benefits agreed between the passengers and the airline, volunteers must be offered

• Reimbursement of the full cost of your ticket at the price it was bought and a flight back to your original point of departure; or
• An alternative flight with entitlement to meals, refreshments and hotel accommodation if necessary.

Where there are insufficient volunteers and passengers are denied boarding, the airline must provide compensation which is set at the same limit as for Cancelled Flights. Passengers must be offered a choice between a full refund and an alternative flight.

Additional Information

• In all cases of denied boarding, cancelled or delayed flights

Rights for disabled people and persons with reduced mobility when travelling by air.

Regulation (EC) No 1107/2006 Access to Air Travel for Disabled Persons and Person with Reduced Mobility

European Regulation now means it will be easier for disabled people or people with reduced mobility to travel by air. This Regulation not only applies to people with permanent or physical disabilities but to anyone who has difficulty moving around, for example because of a disability, temporary injury or age.

Key facts

·        The Regulation applies to flights starting or finishing within the European Union.

·        It applies to the whole process of air travel, from booking your flights, arriving at the airport and checking in, right through to boarding the plane and leaving the airport.

·        The Regulation applies to airports and airlines as well as tour operators and travel agents.  Tour operators and travel agents must pass on your specific needs to the airline.  Airlines must inform the departure and arrival airports of the services required.

Under the Regulation airlines cannot refuse a booking from a passenger on the basis of their disability or mobility impairment.  The only exemptions to this are on the grounds of safety restrictions or limitations due to the size of the aircraft.  If an airline does refuse a booking, they must provide you with the reasons for this and justify their decision.

·        In terms of mobility equipment the Regulation allows you to travel with two items free of charge.  Mobility equipment is therefore not considered baggage.

What do you need to do?

Under the Regulation you are required to let operators know about any assistance you may need.  This should be done at least 48 hours before travelling.  It is easiest to provide this information at the time of booking your flight.  It is then the responsibility of the airline or booking agent to let the airport know of your specific requirements.

What if things go wrong?

If you feel that the airport or airline has failed to meet the Regulation you have a right to make a complaint.  If you are not satisfied with their response the Consumer Council can assist you further.  We are responsible for investigating complaints about air travel for flights departing from or arriving into Northern Ireland.  We can also provide general advice and guidance on this regulation. 

You can send details of your complaint by clicking here or alternatively you can contact us at:

The Consumer Council

Elizabeth House

116 Holywood Road

Belfast

BT4 1NY

Complaints line:                    0800 121 6022

Telephone/Textphone:        028 9067 2488

Fax:                                         028 9065 7701

Email:                          complaints@consumer council.org.uk

Website:                      www.consumercouncil.org.uk

For departures or arrival outside Northern Ireland but within mainland UK, passengers can contact the Equality and Human Rights Commission and for departures or arrival from the Republic of Ireland, passengers can contact the Commission for Aviation Regulation.

Airlines credit and debit card charges

Click here for details on what you will be charged for booking flights with credit or debit cards.

Click here for details of other hidden charges when booking flights.

Detail of all routes and airlines operating in Northern Ireland

Click here for scheduled air services out of Northern Ireland.

Help and Advice on booking your summer holiday.

Booking your holiday

·        Try to be flexible about the day and date you fly - you can often save money by travelling mid week and off-season.

·        Think through what type of holiday you want fully.  For example, would all-inclusive, half board or self catering suit your needs and pocket best?

·        Consider the full cost of the holiday.  Remember to include charges for check-in and baggage, travel insurance, airport parking, currency exchange rates and spending money.

Make sure your holiday is protected

·        If you are booking through a travel agent or a tour operator(a company specialising in package holidays) always check they have an ATOL licence (Air Travel Organisers’ Licensing). This scheme means you will you not lose your money if the tour operator goes out of business before you fly or from being stranded abroad if you have already travelled.

What if I have already flown and am on the sun-drenched beach without a lift home?

If you can’t see an ATOL number or logo, either check with the Civil Aviation Authority by telephone (020 7453 6700) whether the tour operator has an ATOL, or visit the ATOL website (www.atol.org.uk)

·        If you book a flight directly from an airline and that airline goes out of business, you may not be able to fly and could lose your money or have to pay for another flight.  Always make sure you have adequate travel insurance that offers you compensation if this happens. 

 Be Covered

·        Always ensure you have adequate travel insurance before you go on holiday. Shop around for the best deal - you can now get travel insurance from supermarkets, the Post Office and online.  Make sure the policy covers cancelations, changes to your booking and if the tour operator or airline goes out of business.

A credit card offers further protection

·        If you use a credit card to pay for a holiday or flight costing more than £100, you have added protection and can claim from the credit card company if the tour operator, travel agent or airline goes out of business.  If you can, try to pay off the full balance of your credit card bill to avoid charges and fees.  Remember that a debit card does not have the same protection as a credit card, although some such as Visa Debit do provide some protection.  For more information check with your credit or debit card provider.

Airline Liquidation / Failure

What should I do if the airline I am due to travel with has gone into administration?

The protection available will depend upon how you book your flight.

What protection is available if I booked my flight through a tour operator, travel agent as part of a package deal?

If you have booked your flight through a tour operator as part of a package you will be ATOL (Air Travel Organisers’ Licensing) protected which means you will get a refund if you haven’t already flown.

If you are already on holiday you should be able to complete your holiday and your tour operator should make arrangements for your return home.

What protection is available if I booked my flight directly with the airline?

You are not ATOL protected so your money will not be protected and the airline does not have to provide a refund or make arrangements for your return home if already on holiday.

If you have travel insurance, check the terms and conditions of the policy to see if it covers airline bankruptcy / failure.

If you have booked by credit card you should have some protection as the

liability is shared between the airline and the credit card company.  Protection

is available if:

• Your flight costs £100 or more.  Each flight purchased on a credit card is considered under law as an individual purchase, for example, if you purchase 4 flights costing £30 on your credit card, you will not be protected

Contact your credit card company for further information.

Sea

Click here to download your free copy of Plain Sailing, a passengers guide to ferry travel.

Road, Rail and Taxi

How to Save Money with Public Transport

Whether it’s going to work or a trip into town, getting out and about can be expensive.  Filling our cars with petrol and diesel can make a big dent in the household budget and our bus and train fares have gone up as well.   Here are the Consumer Council’s top tips for making sure getting from A to B isn’t a big pain in your pocket.  

• Car Share

Team up with colleagues and friends to split the cost of motoring and ease congestion.  Some work places have their own car share schemes. Visit www.carshareni.com for more information.

• Walk or Cycle

Consider walking or cycling shorter journeys.  It’s cheap, good for the environment and your health.

• Public Transport

There are a range of discount offers available on public transport:

• Multi journey tickets – Smartlink cards, weekly tickets or monthly tickets are cheaper than buying the equivalent single or return tickets. Smartlink cards can be used on Ulsterbus or Metro services and save around 25 per cent on the cash fare. Train passengers can save around 20 per cent if they buy a weekly ticket compared to five return tickets. Visit www.translink.co.uk for more information.
• Discount Cards - If you’re aged 16–21 and travel regularly by train, a Rail Discount Card can save you 20 per cent on weekly and monthly season tickets.  It costs £7 and is valid for a full calendar year.
• Senior Smartpass – There are two types: The 60 Plus Smartpass for those aged 60 to 64 and the Senior Smartpass for over 65s.  Both offer free travel throughout Northern Ireland on any Translink bus or rail service but the Senior Smartpass also offers free cross border travel.  (You must have been a resident for a minimum of three months in Northern Ireland to be eligible for both). 
• Half–Fare SmartPass - gives 50 per cent off the standard adult single fare on scheduled bus and rail services in Northern Ireland.  You are only entitled if you meet certain criteria, for example if you are refused a driving license on medical grounds.  Pick up an application form from your local bus or rail Station, Social Security Office, Health and Social Services Trust or Driving and Vehicle Agency (DVA) or phone 0845 600 0049.

For more information or to share your money-saving tip with others, contact us on 0800 121 6022

Taxi Guide

Nearly all of us use taxis at some time – they play a vital role in getting us all to work, hospital appointments or a night on the town. They are also a lifeline for the 56,000 people who have no other way to get about . But, how many of us could spot an illegal taxi or ask the driver what the fare will be? The “Consumer Council’s Guide to Taking Taxis” will you to know your rightts and responsibilities and how to get a legal, reliable taxi at a reasonable cost.

To view a copy of The Consumer Council's guide to taking taxis click here