Air crisis Q&A: What you're entitled to if you're unable to fly
Tuesday 20 April 2010
What rights do I have if my aircraft is cancelled?
European air travel compensation rules (EC Regulation 261/2004) apply to flights booked on an EU airline or departing or arriving at an EU airport. You can choose to receive a full refund or a rescheduled flight later.
What if I am stranded abroad?
You are entitled to receive meals and refreshments, two telephone calls, emails, and hotel accommodation. You should also receive transport between the airport and the hotel.
Can I get compensation too?
No. Usually, you are entitled to compensation of between €250 and €600 for long delays or cancellations, but not for problems "caused by extraordinary circumstances". The Air Transport Users Council considers the volcanic eruption is an "extraordinary circumstance".
What happens to package holiday bookings?
Under the EU Package Holiday Directive, tour operators are responsible for delays or cancellations to holidays containing two or more of the following elements: flight, accommodation, car hire and entertainment – a traditional package holiday. The protection does not automatically extend to holidays booked separately on the internet (check with the provider).
Can I claim on my insurance?
This will depend on the policy – and, probably more importantly, the insurer's attitude. In general, most standard policies do not cover the ash cloud. However, some insurers may make goodwill payments and more expensive policies are likely to be more generous.
How are insurers treating customers?
Aviva, the country's largest insurer, said that while its policies did not cover such as "uninsurable peril" it would consider making goodwill payments. Lloyds also said that it would consider discretionary payouts because of the exceptional nature of the crisis. However AXA's standard policies will not ordinarily pay out.
Any other advice?
Passengers who intend to claim refunds from an airline or an insurance company should seek to minimise costs and keep receipts.
The Independent travel offers: Discover a world of inspiring destinations
Students heading off to 'charity challenge' grounded at Gatwick after travel firm goes bust
Top 10 cheapest cities to visit, according to TripAdvisor
The 50 Best spas
South Africa's new travel rules: From October, families with under-18s will need to show their birth certificates
Harder, better, faster, longer: The best rollercoasters in the world
- 1 Half of young women unable to ‘locate vagina’ and 65% find it difficult to say the word
- 2 Perez Hilton apologises for Jennifer Lawrence naked photo leak
- 3 A teacher speaks out: 'I'm effectively being forced out of a career that I wanted to love'
- 4 Mexican woman becomes world’s 'oldest person' at 127
- 5 Jennifer Lawrence 'naked sex video' will be leaked threatens 4Chan celebrity photo hacker
Rotherham child sex abuse scandal: Labour Home Office to be probed over what Tony Blair's government knew - and when
What do immigrants really think of Britain? Polish immigrant's Reddit post goes viral
Ashya King: Parents of five-year-old boy refused permission to visit him in hospital and denied bail at Spanish court
With Douglas Carswell joining Ukip, my party has taken another giant step forward
When elitism grips the top of British society to this extent, there is only one answer: abolish private schools
Ukip Douglas Carswell defection: Tory MP jumps ship to join Nigel Farage
£20 - 26k + Benefits: Guru Careers: A Marketing Executive / Member Services Ex...
£15,000 - £25,000: Recruitment Genius: A fantastic opportunity has arisen for ...
£30000 - £45000 per annum + Bonus+Benefits+Package: Harrington Starr: VB.NET a...
£30 - 35k + Uncapped Comission (£70k Y1 OTE): Guru Careers: A Business Develop...