A former British Airways flight attendant has provided her top tips on how to secure compensation if your holiday is hit by delays.

Consumer expert Jane Hawkes also shared her secret advice on the best kind of package to book if you want to be protected against issues.

Jane, who runs the Lady Janey consumer advice blog, says it’s important that passengers are fully aware of their rights before they get to the airport in case they experience problems.

Her advice comes as data showing delays have increased by 72 percent since 2018, causing issues for hundreds of thousands of passengers.

Jane says passengers should be on the front foot to make sure they hold the airline to account and don’t get fobbed off with excuses and poor service.

“33 per cent of flights were cancelled or delayed by more than three hours last year, meaning long waits at crowded airports, missed connections or problems with transport at your destination.

“Laws are in place to provide passengers with proper protections if this happens. The rules put in place by the EU have remained on the UK’s statute books since Brexit and they are very clear about what you are and aren’t entitled to.

“But that often doesn’t stop airlines trying to wriggle out of their obligations – which is why passengers should read up on their rights before they make their way to the airport, just in case.”

Below, Jane provides her top tips for passengers who are hit with flight problems.

For more free advice visit www.ladyjaney.co.uk

Cancelled flights should not mean cancelled holidays

If your flight is cancelled, you have the legal right to a full refund or an alternative flight to your destination as soon as possible (CCA rules say this should be the same day) and, if necessary, on another airline.

Your airline should offer food, drink, accommodation if applicable and access to phone calls or emails.

Your flight time can be amended up to two weeks before departure without any compensation, but if the changes occur within a fortnight, compensation may apply and you do not need to accept the alternative timings.

Be firm about the compensation you expect

Compensation is calculated depending on the distance you were traveling and the length of the delay and is laid down in law.

It can be up to £520 per passenger if your flight was:
leaving from the UK with any airline
leaving from the EU, Iceland, Norway or Switzerland on any airline
arriving in the UK (on a UK or an EU airline)
arriving in the EU (on a UK airline)
Compensation is not applicable for flights cancelled or delayed due to bad weather. Adverse weather conditions are viewed as an ‘extraordinary circumstance’ where delays or cancellations have been caused by things that are not the responsibility of the airline.

Treat the outward and return flight as separate

If your return flight is cancelled and you do not wish to accept the alternative offered, you can claim a refund for that leg only even if you want to continue with, or have already flown, the outward leg.

Only re-book the relevant leg and not a new return flight unless both are cancelled.

Don’t be afraid to escalate your complaint

You don’t just have to accept the response of the airline who, after all, aren’t going to be keen to pay out lots of money in compensation.

Escalate your complaint to CEO level if necessary to speed up a response and if you are unhappy with the response of the airline, consider the use of Alternative Dispute Resolution.

For aviation disputes in the UK there are two approved ADR schemes in the aviation sector: AviationADR and CEDR.

You can find out which airlines are a member of ADRs here:


Consider alternative claims

Check how you paid for your flight or holiday. If your payment was made (even if only in part) by credit card then you may be covered by Section 75 of the Consumer Credit Act and can claim accordingly.

If you paid by debit card then you may be able to use chargeback if the purchase was made within 120 days.

Don’t accept vouchers if you don’t want to

You do not need to accept vouchers; you are entitled to a full refund in cash within 7 days in the event of a flight cancellation.

Refunds should be paid within 7 days for a cancelled flight and 14 days for a package holiday.

Check in delays can be a reason to claim

If you missed your flight due to long queues at the airport you may be able to claim under the Frustrated Contracts Act but this is likely to involve court action. Airlines will recommend that you arrive at the airport two or three hours before departure to ensure you have enough time to check in and clear security.

If you are worried that you may miss your flight due to airport delays then keep a record and proof of this such as time stamped photos and evidence that you checked in on time for the flight.

The airline is responsible for queues at check in but not security.

Under the Consumer Rights Act 2015 a product should be as described and a service provided with reasonable care and skill. If it isn’t then you have grounds to make a complaint and get your money back.

Go for a package holiday

My advice to minimise risk and get max consumer protection would be to book a package holiday. This is because you are then protected under the Package and Linked Travel Arrangements 2018.

You should also try to pay by credit card for Section 75 protection and make sure you book via a trusted travel agent - one you can actually pick up the phone and speak to. Always book comprehensive (not token) travel insurance.

For more free information visit www.ladyjaney.co.uk