This is the time of year to go on holiday, relax and forget about your worries.  However, at some point or another most of us have had aircraft boarding problems due to overbooking, delays or flight cancellations.  To ensure your holiday is an enjoyable and memorable one, South Ayrshire Council’s Trading Standards service have issued a reminder to consumers of their rights in cases where their travel plans are disturbed due to flight cancellations or lengthy delays.

A spokesperson said, “EU rules came into force last February to protect European air passengers flying out of a European airport or flying from outwith the EU with a European airline to a European airport. “

“Depending on the distance of your journey, if you are denied boarding due to an overbooking by the airline, you are entitled to compensation, a choice of either a refund or alternative transport and when necessary meals, refreshments and accommodation.  The compensation can range from 250 euros (£170) for flights of 1500 kilometres or less (900 miles) to 600 euros (£400) for flights over 3500 km (2100 miles) outside the EU,” (all conversions are approximate).

“The most common complaint from passengers is of being delayed at airports.  If you are delayed by at least two hours for a flight of 1500 kilometre or less you are entitled to meals, refreshments and accommodation where necessary.  The rules don’t stop there as, if your flight is cancelled, you will be entitled to either a refund or alternative transport to your final destination and meals, refreshments and hotel accommodation where necessary.”

“The operating air carrier must display a clearly legible notice at check-in stating, ‘If you are denied boarding or if your flight is cancelled or delayed for at least two hours, ask at the check-in counter or boarding gate for the text stating your rights, particularly with regard to compensation and assistance.”

Councillor Hugh Hunter, Convener of South Ayrshire Council’s Community Safety Committee said,  “I hope these rules provide some comfort for air travellers that are affected by the misery of cancellations or delays, especially in the case of families with young children.  Holiday times are important to people and having to spend part of your holiday at an airport waiting for delayed flights can really spoil the occasion. Under the new rules airlines will have to be punctual or provide passengers with basic amenities to make their wait more bearable.”

Councillor Hunter added, ”However, not all airlines are happy to comply with the new protections so in some instances the airline will not make it obvious that you are entitled to anything. If that is the case then ask at the check-in counter or boarding gate for the text stating your rights and politely remind the airline of their obligations under the new rules.”

Anyone that needs more information on the new rules can contact the Trading Standards Office at 5-7 River Terrace, Ayr or call 01292 616060.  The EU leaflet and explanatory poster can be viewed or printed off from the South Ayrshire Trading Standards website at www.south-ayrshire.gov.uk/tradingstandards

July 2006