Information on consumers rights for air passengers impacted by worldwide IT outage
With reports that a global IT outage is causing delays and queues at airports, please see information below on your consumer rights and what you are entitled to if your travels plans are disrupted.
Our Head of Transport, Michelle Kelly, explains what consumers should expect if their flight is delayed or cancelled.
“Consumers should check with their airline/airport for the most up to date travel advice and information and leave plenty of time to allow for unforeseen delays such as queues at check-in or going through airport security.
As a worldwide IT outage is outside of the airline’s control, this is likely to be classed as an “extraordinary circumstance”. This means that airlines would not be liable to pay compensation in the event of long delays and cancellations. However, airlines have a legal obligation to provide you with a range of things regardless of the cause of the delay or cancellation. These include:
Care and assistance
If there is a long delay (at least 2 hours for short flights or 3 hours for longer flights), the airline must provide you with care and support, such as meals and refreshments. If a cancellation or delay means an overnight stay, you are entitled to hotel accommodation and transport between the airport and accommodation. You should keep copies of receipts for any purchases you have to make.
Flight delays
If you are delayed by more than five hours and decide not to travel, you are entitled to a refund. Refunds should be paid by the airline within seven days.
Flight cancellations
If your flight is cancelled by the airline, you are entitled to:
- a refund within seven days; or
- alternative transport to your final destination.”
How we can help
The Consumer Council investigates unresolved complaints on behalf of consumers whose flight departs from or arrives into Northern Ireland. This means, if you have an unresolved issue with an airline, we may be able to help. If you experience an issue with your airline, or need to make a claim for compensation, contact the airline directly first. If you're unhappy with the response from your airline, or they haven’t responded to you within their agreed time limit, you can then refer this to the Consumer Council who can investigate this on your behalf.
You can contact us in a way that suits you, either by using our online complaints form, calling Freephone on 0800 121 6022, or emailing us on contact@consumercouncil.org.uk.
Other helpful information
- Transport