We answer some of the common questions we get about flights and consumer rights. Delays, lost baggage and cancelled flights are some of issues consumers are experiencing most frequently – we provide guidance for consumers on these issues and more. Read our FAQ about flights and consumer rights below.
Flight Delays Consumer Rights FAQs
Q: What should I do if I miss my connecting flight due to a delay?
A: It depends on whether your connecting flight was part of a single booking or if you booked the flights separately. If you booked both flights separately yourself, you would need to make your own arrangements to book another flight, which will be at your own expense unless you have travel insurance.
If you booked both flights through the same airline or a travel agency, then they are responsible for booking you onto another flight. It is important to be aware, however, that some websites that you can book flights through are intermediaries, rather than travel agents. Some intermediaries merely facilitate the booking, which means they may not provide the same protections for missed connections. You should always check the terms and conditions to see where the responsibility lies in case of a cancellation or delay.
Q: My flight was delayed and I missed my planned tour, are the airline liable for that cost?
A: If the flight was part of the same package holiday as the tour in question, then the package holiday operator would have to offer you a new tour date or refund you. If you booked the tour separately, then the airline is not liable. You may be covered by your travel insurance.
Q: My flight was delayed by 2 hours, am I entitled to compensation?
No, compensation for flights is only applicable after a delay of 3 hours at the arrival destinations. There are also circumstances outside the control of the airline such as weather, strikes, etc, when airlines do not have to offer compensation.
Q: Is the airline responsible for accommodation during a delay or cancellation?
A: If your flight is delayed or cancelled overnight, airlines are responsible for reimbursing you for reasonable accommodation expenses until you reach your final destination. Note that the airline will not be responsible for expenses which are outside what was reasonable, taking into account what was available. So do not book a 5 star hotel assuming that the airline will pay for it if a cheaper option was available!
Cancelled Flights Consumer Rights FAQs
Q: My return flight was cancelled at short notice and the airline can’t find me an alternative, what should I do?
A: The airline is responsible for getting you to your final destination. If you incur costs getting to your final destination, you may be entitled to reimbursement for an alternative flight to your original destination. You should always consult with the airline before making any purchases.
Q: My flight was cancelled due to the bad weather conditions, am I entitled to compensation?
A: Bad weather is an exceptional circumstance, which means that airlines do not need to offer you compensation. However, the airline does have a duty of care and must provide a voucher for food, water etc or reimbursement for meals. Check with the airline before purchasing anything.
Q: Can I rebook or get a refund if there’s a strike?
A: If your flight Is cancelled due to a strike, you are entitled to a refund of the original ticket price within 7 days, or to be rebooked on a flight to your final destination, as soon as possible, or at later date at your convenience.
Q: Can I claim compensation for a delayed or cancelled flight and get reimbursed for expenses if the airline is not based in the EU?
A: If the flight took off within the EU, or if the airline is an EU based airline flying into the EU, then you are covered by the EU261 regulation regarding compensation and reimbursement. The UK has similar rules which apply to flights entering the United Kingdom.
You can find out more information about your consumer rights when travelling in the EU Air travel – European Consumer Centre Ireland.
If you cannot resolve your problem with the airline, you should submit a formal complaint. ECC Ireland has letter templates you can use – Letter Templates – European Consumer Centre Ireland.
If you are unable to resolve your problem with the airline company, make a complaint to the European Consumer Centre Ireland – Contact us – European Consumer Centre Ireland.
If you are in Ireland and the business you have an issue with is also based in Ireland, you should contact the Consumer and Competition Protection Commission (CCPC). More information can be found here The Competition and Consumer Protection Commission.