Enforcing Your Rights

kah22

I was listening to a horror flight story this morning concerning EasyJet but leaving that company aside I was wondering, what are passengers rights and perhaps more important how to claim them?

Let's take the case where you are booked on the last flight out of an airport to your destination and the flight is cancelled, for whatever reason, at the last minute. What do you do?  I'm giving to understand the airline has a 'legal' duty to put you up in an hotel and provide transport to and from.  I assume that also means meals. I know there is compensation involved but that's for when you get home.  What if you're abroad?

OK from sites like this and the likes of Which? you may know your rights but how do you enforce them. I would hazard a guess that in a situation like this your average traveller wouldn't have a clue what to do especially as  airline staff at the airport (that's if there is any) will be more than used to dealing with irate customers and they are probably well trained in telling the customer as little as possible about what they're entitled to; directing them to a help line where you hang on and on and on.   They might tell they that if they book into an hotel they'll repay the bill when you get home, but who sources the hotel? Maybe there is an old person, children, someone who is vulnerable.

As mentioned above this post is more about enforcing your rights and not been bullied or fobbed of with a story like it's not our fault there is heavy fog or suchlike.  What's your take on the above?

bagand96

In the situation you describe, if there was no support from the airline on the ground at the time, then I would make my own arrangements in terms of a hotel for the night and food and drinks etc.  Keep all receipts and claim back from the airline at a later point.  Keep expenses reasonable (i.e. don't book a £500 5* hotel 20 miles away if there's plenty of reasonable 3/4* hotels at £100 near the airport)

How easy it is to reclaim those costs will depend on the airline and the situation.  They may pay up quite easily, or you may have to fight to enforce your rights.  There's various options for this including industry bodies, ADR, to be honest if it was a UK operator Small Claims Court is likely the easiest and likely to get a response quickly. 

Caz3121

I don't think there is a one-size-fits-all and no global legal rights
eg I believe if travelling on a US airline that has a flight cancelled due weather, they do not provide accommodation so you would then be looking at travel insurance for reimbursement
eg American Airlines - 
If the delay or cancellation is caused by events beyond our control (like weather) you are responsible for your own overnight accommodations, meals and incidental expenses. American Airlines agents may be able to help you find a hotel.