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News & Advice

Should Virgin compensate us for our diverted flight to Scotland?


Q. I was on a Virgin Little Red flight from Heathrow to Aberdeen that was diverted to Edinburgh. The coach finally left Edinburgh at midnight and we ended up in Aberdeen at 3.45am, six hours late. We actually live halfway between Edinburgh and Aberdeen but they refused to let us off in between – we could only travel to Aberdeen or make our own way to our home address from Edinburgh. Have you any advice to give us as how to pursue a claim about our treatment? Ian Reed

A. Because the delay was caused by poor weather, rather than being the airline's responsibility, you have no claim for cash compensation under the EC261 passenger-compensation rules. The airline told us: "VS3025 diverted to Edinburgh due to low visibility in Aberdeen. The decision was taken to terminate at Edinburgh and to use a coach to transport passengers to Aberdeen. We'd like to apologise for any confusion and inconvenience caused. Our ground-handling agents did their best to try to help passengers. As with many coach transfers, it is usual policy not to drop customers off during the journey as they would not have been able to accommodate drop-off requests without causing further delay. We have offered all passengers 4,000 Flying Club miles as a gesture of goodwill to apologise."