Knowing your travel rights can be rewarding

in Transport

The summer holidays may be over but as holidaymakers get ready for autumn and winter breaks, The Consumer Council is encouraging travellers to be aware of their passenger rights before they set off. 

One holidaymaker, Valerie Collins from Lisburn, was helped by The Consumer Council to secure £853.60 in compensation for her companions and herself following a flight delay.

Commenting on her compensation claim, Valerie said: “After a brilliant holiday, our connecting flight from Gatwick to Belfast was delayed by five hours. I was aware I might have rights, so followed the airline’s instructions and submitted a claim for compensation. I was advised it could take up to 14 days to be processed. After almost two months there was still no sign of compensation, so I took my complaint to The Consumer Council.

 “The Consumer Council was so supportive, I just felt like they were my friends. I could talk to them, then they took all the stress away from dealing with this. They kept me up to date with everything they did on my behalf.” 

As well as compensation, Valerie received a £100 travel voucher as a gesture of goodwill.

The Consumer Council has a range of travel guides to help passengers understand their rights, along with template letters to help passengers submit their claims. These are available to download from The Consumer Council website. For these and more information on passenger rights, travel assistance, and making complaints, visit or phone 0800 121 6022. 

Media Contacts

Opening Hours9am to 5pm, Monday to Friday
(except for bank and public holidays)

For up-to-the-minute updates, follow us:


Register your e-mail address to receive our newsletter

Advice Newsletter