British Airways IT Failure - Consumer Council guidance for those affected by air travel disruption

in Transport

In light of the recent British Airways IT failure, The Consumer Council for Northern Ireland is reminding all air passengers affected by air travel disruption that their rights are protected under EU legislation.

Speaking about passenger rights, Scott Kennerley, Head of Transport Policy at The Consumer Council said;“Those passengers caught up in disruption caused by the British Airways IT failure should by law have been provided with support and assistance. This includes the provision of meals and refreshments, telephone calls and emails and overnight accommodation while they waited. The level of support is dependent on the length of the delay and distance of flight. If the airline did not provide this assistance directly, we recommend you send the airline copies of the receipts for any meals, refreshments or accommodation you bought, along with a request for a full refund. 

“If your flight was cancelled you are entitled to an alternative flight or a full refund if you decide not to travel. If you chose the next available flight you are entitled to the same assistance offered to delayed passengers while you wait.” 

Scott added; “In some cases of delayed and cancelled flights you may be entitled to compensation, if the reason for the disruption was within the airline’s control. To claim compensation you should contact the airline directly.” 

Scott concluded, “With the busy summer travel period underway we encourage all holidaymakers to be aware of their passenger rights before they travel. The Consumer Council has a range of travel guides to help passengers understand their rights and template letters to help passengers submit their claims. These are available to download from The Consumer Council website.” 

For more information on your passenger rights or if you have a complaint you need assistance with contact The Consumer Council on 0800 121 6022, visit or follow our Facebook The-Consumer-Council-Northern-Ireland/ and Twitter @ConsumerCouncil. 

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