You are here: Home - Household Bills - News -

Five airlines told to cough up flight delay compensation

0
Written by: Paloma Kubiak
22/02/2017
A handful of airlines face enforcement action by the aviation regulator for denying passengers the compensation they’re legally entitled to for delayed flights.

American Airlines, Emirates, Etihad, Singapore Airlines and Turkish Airlines have been told to pay compensation to passengers after a review of their policies was found to be in breach of consumer law.

The UK Civil Aviation Authority (CAA) revealed the airlines do not pay compensation to passengers who have experienced a delay on the first leg of a flight that caused them to miss a connecting flight and, as a result, to arrive at their final destination over three hours late.

Singapore Airlines currently places compensation claims for these delays on hold, but the regulator said all the airlines’ refusal to pay compensation in these instances “fails to meet the legal passenger rights requirements for flight disruption”.

The CAA’s own data shows that Emirates was the most complained about airline for failing to pay compensation for connecting flights. While Turkish Airlines has directed passengers to an Alternative Dispute Resolution (ADR) service, none of the other airlines facing enforcement action have joined ADR schemes and the CAA is calling on them to give passengers access to these complaint services as soon as possible.

What are the flight delay rules?

Under European rules, passengers are legally entitled to compensation if they arrive at the final destination of their journey more than three hours late – including if booked on a connecting flight – unless the delay was due to extraordinary circumstances.

These rights apply to any flight departing an EU airport, regardless of the nationality of the airline. The CAA estimates over 200,000 passengers each year travelling on these airlines could be at risk of missing their onward connection and being delayed by over three hours at their final destination.

See YourMoney.com’s Flight delay? You can claim up to £460 from the airline for more information on getting compensation.

‘Clear laws in place so passengers are looked after by airlines’

Richard Moriarty, director of consumers and markets at the CAA, said: “Any disruption to a flight is frustrating for passengers, but delays that cause people to miss connecting flights have a particularly damaging effect on people’s travel plans. That’s why there are clear laws in place to make sure passengers that experience this type of disruption are looked after by their airline and compensated when the disruption was in the airline’s control.

“Airlines’ first responsibility should be looking after their passengers, not finding ways in which they can prevent passengers upholding their rights. So it’s disappointing to see a small number of airlines continuing to let a number of their passengers down by refusing to pay them the compensation they are entitled to.”

Moriarty said that where the CAA sees evidence of passengers systematically being denied their rights, it will not hesitate to take the necessary action to ensure airlines change their policies and their customers get the assistance they are entitled to.

Separately, Vueling also faces CAA action for its “approach to providing passengers care and assistance during disruption” as it found the airline failed to comply with the minimum standards set, including a “lack of clear oversight to check passengers are being looked after within the requirements of the law”, it said.

There are 0 Comment(s)

If you wish to comment without signing in, click your cursor in the top box and tick the 'Sign in as a guest' box at the bottom.

Are you a first-time buyer looking for a mortgage?

Look no further, get the help you need by searching for your perfect mortgage

Five ways to get on the property ladder without the Bank of Mum and Dad

A report suggests the Bank of Mum and Dad is running low on funds. Fortunately, there are other options for st...

The essential Your Money guide to the April 2018 tax changes

As we head into the 2018/19 tax year, a number of key changes take place to existing policies while some new i...

A guide to switching energy provider

All you need to know about switching from one energy supplier to another.

What will happen if rates change

How your finances will be impacted by a rise in interest rates.

Regular Savings Calculator

Small regular contributions can build up nicely over time.

Online Savings Calculator

Work out how your online savings can build over time.

Having a baby and your finances: seven top tips

We’re guessing the Duchess of Cambridge won’t be fretting about maternity pay or whether she’ll still be...

Protecting family wealth: 10 tips for cutting inheritance tax

Inheritance tax - sometimes known as 'death tax' - can cause even more heartache for bereaved families. But th...

Travel insurance: Five tips to ensure a successful claim

Ahead of your summer holiday, it’s important to make sure you have the right level of travel cover or you co...

YourMoney.com Awards 2018

Now in their 21st year, our awards recognise the companies offering the best products and services to consumers

Money Tips of the Week

Read previous post:
2304652-pound-coins-pile
Boost in number of investment trusts paying quarterly dividend

Growing numbers of investment trusts are paying a quarterly dividend to meet investor demand for income.

Close