Airlines are obliged to help their passengers, whatever the cause of the disruption.
People queuing to check-in at Heathrow Terminal 2. Picture date: Monday April 4, 2022.
Broadly, airlines should do everything they can to keep their passengers up to date on the situation, providing them with food and accommodation while waiting and doing their best to get them to their destination as quickly as possible. This means airlines must provide information to their passengers on their rights as well as care and assistance, such as providing meals, allowing for travellers to communicate messages, and providing hotel accommodation – including transfers to and from the hotel – for overnight delays.
The point at which airlines must step in with help depends on the length of the journey: this should be after a two-hour delay on short flights up to 1,500km, after three hours for flights of between 1,500km and 3,500km, and four hours on longer flights. This means re-routing on any airline, not just the one you originally booked with. For example, if your booking is with Ryanair, but a BA, easyJet or Wizz flight gets you back earlier, then Ryanair should put you on it.It is also open to airlines to offer incentives to passengers to encourage them to fly at a later date, for example through providing vouchers of a higher value.
If you need to make your own arrangements, the airline should refund reasonable costs. You should retain copies of all receipts.
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