Heathrow is warning of days of disruption ahead, after a fire at an electricial substation that supplies it with power, closed the airport today.
Around 230,000 passengers travel to and from Europe’s busiest airport every day.
A third of passengers were in transit when their flights were diverted.
More than 1,350 flights are thought to be affected; some returned mid-flight, others were either diverted or cancelled.
The implications will stretch far wider than Heathrow, and could impact passengers much further afield, and for a number of days.
This was an “extraordinary circumstance” that was out of the control of airlines, and while they do not have to compensate passengers, they do have a duty to look after them and ensure they reach their destination.
What does it mean for affected passengers?
Airlines have a duty to look after you when flights are delayed or cancelled.
That includes providing meals and accommodation, if necessary.
Passengers who were on the six diverted flights that landed at Shannon Airport today have been bussed to hotels.
Their respective airlines, British Airways, Virgin Atlantic and United Airlines, will contact these passengers with further updates.
It is also the airline’s responsibility to get you to your destination.
The airline should organise to accommodate you on an alternative flight at no extra cost.
Additional losses might require a claim to a credit card provider, or travel insurance provider.
According to EU Regulation 261/2004, if your flight is cancelled or delayed more than three hours, you may be entitled to compensation – but only when the airline is at fault.
The fire at the electrical substation might be regarded as an “extraordinary circumstance”, in which case passengers are not entitled to compensation.
If you were due to fly to or via Heathrow Airport, it is important not to re-book ahead of cancellation as the airline is under a contract to get their passenger where they are supposed to go.
If you opt for a refund from your airline, then you will receive that refund within seven days, but the airline has no further obligations to you, as you are no longer their passenger.
If you book an alternative flight yourself, keep the receipt because you may be able to claim that money back through your travel insurance.
Passengers who booked with travel agents should go back to their agents for the latest information. The travel agent will work on behalf of customers to book alternative flights.
Passengers should check with their airlines for more information.
