Why were UK flights disrupted and can passengers get refunds?

 

Explainer

Why were UK flights disrupted and can passengers get refunds?

 

A technical glitch at the national air traffic service led to restrictions being placed on UK airspace

 

Gwyn Topham Transport correspondent

@GwynTopham

Mon 28 Aug 2023 17.23 BST

 

UK air passengers faced flight delays and cancellations on Monday after the national air traffic service was hit by a technical glitch and restrictions were placed on UK airspace. The glitch was later resolved but it continued to affect departures from and arrivals to UK airports.

 

What caused the the air travel disruption?

A technical failure at Nats, the national air traffic control service, that started late on Monday morning meant controllers could no longer automatically process flight plans. The number of takeoffs at UK airports was drastically reduced and inbound flights were held on the tarmac abroad to keep the number of planes in the skies over Britain to a safe level.

 

How much will it have affected flights?

Most flights that had not taken off by late morning will have been affected – about 6,100 inbound and outbound flights were due on Monday, a bank holiday in much of the UK. The four-hour system outage spelled long delays for many passengers at gates or even waiting on the runway, and airlines will probably have to cancel some flights on Tuesday because of the knock-on effects, with crew and planes out of position.

 

Has this happened before?

Yes, an IT glitch in December 2014 at the Nats control centre in Swanwick, Hampshire, was fixed within an hour but caused widespread cancellations and delays.

 

What do airlines have to do for passengers if a flight is delayed or cancelled?

Generally, a passenger booked on a cancelled flight with an EU or UK carrier has a right to a full refund or to be rebooked on to the next available flight, including on a rival airline.

 

If the outbound leg of a return flight is cancelled, you have the right to a refund on both legs, should for example the timings leave a short bank holiday getaway ruined. If you get stuck abroad, the airline should provide refreshments and accommodation – if you can’t contact them, keep receipts and claim back.

 

Can I claim compensation?

Afraid not. Lisa Webb, a consumer law expert at Which?, says: “Air traffic control issues are classified as ‘extraordinary circumstances’ and passengers will not be entitled to compensation.” However, she says airlines should be “doing all that they can to keep their passengers up to date on the situation, supporting them on the ground with food and accommodation and doing their best to get them to their destination as soon as possible”.

 

Some travel insurance policies may fill in the gaps. Check the small print: many will offer some payout for prepaid hotels or excursions where no refund is available, should delays mean you miss out on part of the trip.