Regulator Urges Consumers To Brush Up On Their Passenger Rights Ahead Of The August Bank Holiday

With millions of us expected to jet off abroad this Bank Holiday, the UK Civil Aviation Authority is urging passengers to ‘Know Before You Go’ and understand their consumer rights ahead of their departure.

Latest data from the UK Civil Aviation Authority’s Aviation Trends report also shows 78.9 million passengers went through UK airports in the second quarter of the year, a seven percent annual increase, with passenger numbers now starting to approach pre-Covid levels.

The regulator’s warning comes as its data shows that last summer 160,000 flights were delayed and 8,000 cancelled across all UK airports in the months of July and August.

Passengers are being reminded of what they are entitled to if their flight is delayed or cancelled, the importance of booking ahead if special assistance is needed and to be aware of baggage and liquid allowances.

To assist passengers, the UK Civil Aviation Authority has published a series of new videos on its social media channels that outline passenger rights, as well as offering essential advice for anyone booking a holiday.

Anna Bowles, Head of Consumer at the UK Civil Aviation Authority, said:
“We hope that as many people as possible travel abroad with no issues this Bank Holiday but sometimes disruption is unavoidable.

"People need to know before they go exactly what they are entitled to if their flight is delayed or cancelled. We have produced a set of new videos, which are a bite size reminder to help passengers understand their rights.

“It is also incredibly important that airports and airlines deliver on their legal obligations to passengers when things do go wrong, and it is our expectation that they deliver a first-class service to their customers at all times.”

Passenger advice from the regulator includes:

Your rights when your flight is disrupted

If your flight is delayed your airline should look after you - this can include providing food and drink, as well as accommodation if you are delayed overnight.
If the airline fails to do this, you can make your own arrangements and reclaim your costs from the airline. Make sure you keep receipts and do not spend more than you need to.
If your flight is cancelled you should be offered a choice of a refund or alternative travel arrangements at the earliest opportunity, or an alternative date suitable for you. Known as ‘re-routing’ this can include flights on other airlines, or a new flight at a later date at your convenience.

Your rights when travelling

If you require special assistance, make your airline aware and arrive early at the airport. Staff at accessibility points will help travellers with reduced mobility with their journeys. More information can be found on the UK Civil Aviation Authority website.

Baggage and liquid allowances

Check your baggage allowance and contents to avoid unexpected fees or having to give up personal goods. Airlines will have weight allowances for luggage, and safety restrictions at airports may limit the amount of liquid allowed onboard and prohibit certain items.
Lost, delayed or damaged luggage is the responsibility of the airline and the amount of compensation you could receive will depend on the value of what you have lost, but subject to limits set by international laws. Most airlines will reimburse you for the bare essentials you need to buy when your bag is delayed.

Taking your complaint further

If you have complained to an airline and are not happy with the response you can contact the relevant Alternative Dispute Resolution (ADR) provider if your airline has signed up to this. If your airline has not signed up to ADR, you can escalate your concern to the UK Civil Aviation Authority’s Passenger Advice and Complaints Team.
The Department for Transport also has an Air passenger travel guide, which is a guide to the rights and responsibilities of air passengers.

Top tips if booking a last minute or winter sun holiday

Make sure your package holiday is ATOL protected so you receive financial protection. ATOL protection means you’ll get support and financial help in the unlikely event your travel company stops trading. Consumers can easily check if their package trip is ATOL protected by using the Check for ATOL tool on ATOL.org.
Do your research on your travel company before you book, particularly if it is a company you haven’t travelled with before and shop around with other providers to check it really is a good deal.
Use a credit card for holiday bookings if possible - it may provide additional protection for your trip under Section 75 of the Consumer Credit Act.
Book travel insurance which can provide extra protection if the holiday doesn’t work out quite as intended. It can protect against a range of issues relating from missed transport and medical emergencies through to items lost or stolen when travelling. The type of cover will vary so always carefully check the insurance terms and conditions for full details of cover.
Check you have a valid passport for the dates you are travelling. If you’re travelling to the EU, your passport must be issued less than 10 years before your arrival date (the day you land on holiday) and be valid for three months from the final day of your holiday. You can check if your passport is valid for your upcoming trip on GOV.UK.