Denied Boarding Regulations
The Denied Boarding Regulation applies to passengers departing from an airport within the EU, whatever the airline is, and also applies to passengers departing from an airport outside the EU for an airport within the EU, if the operating air carrier is a Community carrier. (I.e. a carrier with a valid operating license granted by an EU state).
Under European regulations (EC261), passengers have significant rights if their flight is delayed, cancelled or they are denied boarding. These rights have been in place across Europe since February 2005 and the CAA is the national enforcement body for them here in the UK. The rights cover the following:
- Flight cancelled or delayed for several hours – the airline must look after passengers. It must provide food, drinks, and some communications. If passengers are delayed overnight, this also means providing them with a hotel and travel to and from it. (All these must still be provided even if the delay was out of the airline’s control).
- Flight is cancelled – the airline must offer an alternative flight or a full refund. The passengers may also be entitled to compensation if the flight was cancelled less than 14 days before the scheduled departure.
- Denied boarding or “bumped” from a flight – the airline must offer an alternative flight or a refund. Passengers are entitled to compensation.
- If a passenger’s flight is delayed by more than 5 hours and they no longer want to travel they are entitled to a full refund.
Regulation (EC) 261/2004 applies to all flights wholly within the EU/EEA or Swiss region, or departing an EU/EEA or Swiss airport, or arriving in the region and with an EU/EEA or Swiss airline. Under EU rules, airlines must pay compensation for cancelled or heavily delayed flights, however, they can escape this under some ‘extraordinary circumstances’. This can include sudden severe weather events for example. Pilots turning up late, cancelled booking due to under booking etc. are examples of the airline at fault and so passengers can complain and get compensation.
The decisions made in the Huzar v Jet2 and Dawson v Thomson cases confirmed that routine technical difficulties are not extraordinary circumstances. Ron Huzar was delayed for 27 hours on a Malaga to Manchester flight. The delay had been caused by faulty wiring and Jet2 had claimed that this was unforeseen and categorised as an ‘extraordinary circumstance’. In the Dawson v Thomson case, James Dawson was claiming for an eight-hour delay on a flight to the Dominican Republic in 2006; his claim was made in 2012. The airline refused to pay, citing the Montreal Convention, which limits claims to two years after an incident.
On October 31st 2014 the Supreme Court upheld the rulings at appeal. Delays caused by technical problems cannot be categorised as ‘extraordinary’ circumstances and not liable for compensation and consumers have up to six years after the flight to make qualifying compensation claims.
Consumers who have had compensation claims rejected for either of these reasons can now re-submit the claims to the airlines as long as the delay was less than six years ago.
The airlines do not have to respond to complaints within an official time limit, so set them a date by which you expect to receive a response. At the very least a “holding letter” of investigation should be sent.
You are not covered for strikes but if you are delayed a day or so after a strike you may be entitled.
Compensation for delays is only due on flights arriving over three hours or more late. How much you are entitled to depends on how long the delay and how long the flight. It changes again if the flight is cancelled before/after seven days before you are due to depart. It does not reflect the price of the flight and is straight out compensation. Personally I don’t like this, it buys into the “compensation culture”. Genuine redress and goodwill gestures reflect time and amount spent on matters but these regulations do not take this into account and therefore there is a risk that the low cost airlines will be hardest hit and consequently have to put up their fares. I feel compensation should be reflective, but while it isn’t, this is what we have, set amounts set in Euros so depends on where we are with exchange rates! When I wrote How to Complain: The Essential Consumer Guide to Getting Refunds, Redress and Results! the exchange rate meant you would be getting £200 for a flight up to 1,500km as of 29th June 2015 you’ll be getting £178!