Depending on the airline you might be able to get compensation if your flight was cancelled or delayed. If your flight is cancelled or delayed it is important that you contact the airline so that you are made aware of what you may be entitled to.
If you are unable to travel because of the Covid-19, you might be able to get a refund or choose to rebook your existing travel arrangements for another time.
Consumer Affairs advises that you check the website of the company you booked with and review any emails you’ve received from them as they might have a coronavirus refund policy.
Given the impact Covid-19 has had and continues to have on the travel industry, Consumer Affairs advises consumers to consider the following tips when travelling:
Tip #1: Download and use the app of the airline you are flying with. You can do everything on it (i.e. get your boarding pass, track your bags, inform you on cancellations, see your incoming plane and change a flight). This will help you avoid waiting in long lines to talk to an agent. Usually these apps will inform you of a flight cancellation before the flight crew are made aware.
Tip #2: Schedule your flights earlier than you need to; sometimes even a whole day early if necessary. Due to unforeseen delays and cancellations many consumers are missing important events like weddings, funerals, cruises, international connections and graduations. If you have to be somewhere by a specific time and date, Consumer Affairs advises that you spend the extra money, if you can, to ensure that you arrive at your destination early; even if it means arriving a day early.
If you are at the airport longer than usual, have something to eat and relax. If you arrive a day earlier, stay in a nearby hotel and experience the local sights and activities. It is better to arrive early than to face the stress and anxiety associated with missing the purpose of your trip entirely.
Tip #3: If possible schedule your flights first thing in the morning so that way you have more rebooking options if your flight, or connection flights are cancelled. This may mean you will have to consider booking a 3:00am flight. Additionally, early morning flights less likely to experience delays or be cancelled.
Tip #4: Schedule longer layovers. With the number of delays and cancellations now being observed in international travel a one hour layover is not enough of a buffer in the event you have to experience a cancellation and have to rebook a flight. Consumer Affairs advise that, where possible, you try to schedule 3 hour layovers to ensure that you are equipped to be able to respond to unforeseen events.
Tip #5: Airlines are currently understaffed and overworked. This includes not only pilots and flight attendants but also ground crews. Without ground crews there is no one to park the planes, drive jetways, load and unload baggage or scan boarding passes. Due to being understaffed this has contributed to many of the delays currently experienced by consumers of airline service providers. Given the current understaffing of airlines, and the potential for delays, this is further reason to make sure you schedule your flights earlier with longer layovers.
Tip #6: Given the potential for delays and the likelihood of experiencing stress and anxiety, Consumer Affairs advises consumers to always exercise their manners when dealing with airline staff. Airline staff are overworked and stress themselves. Failure to remain polite and courteous with airline staff will likely result in the airline staff refusing to provide assistance and elect to assist other passengers than show respect. Airline staff are people too.
Tip #7: Consumer Affairs advises consumers to refrain from public intoxication as being drunk on an airplane is considered a federal offense in the United States of America. If you do decide to drink alcohol while travelling on airlines, Consumer Affairs advises consumers to consume alcohol responsibly. If you drink too much at the airport bar while waiting for your flight (i.e. due to a delay or long layover) you are putting yourself at risk of not being allowed on the plane and not eligible for a refund.
Tip #8: Given the possibility of delays, and the increasing cost of travel, Consumer Affairs advises consumers to spend the extra money to obtain travel insurance. Although travel insurance will result in additional travel expenses, it is better to have a measure of security than face the risk of losing all of the money you have invested into a trip. Many times airlines are not responsible for refunds if the delay or cancellation is outside of their control (i.e. a force majeure event that is unforeseen and outside of their control, such as a weather delay).
Tip #9: Given the pent up demand for travel, Consumer Affairs has observed that many flights quickly become full. This can cause issues for families that book their travel last minute and wish to sit together. To ensure that your party can sit together while travelling, Consumer Affairs advises consumers to book their flights in advance and as soon as it becomes available select their seats on the airline. Once the seats on the airline are allocated to passengers airline staff will likely be unable to rearrange the seating of the airline to accommodate your request.
Tip #10: Beware cheap seats and the possibility of airlines being oversold. If you use a third party website to purchase cheap/discount seats (i.e. Expedia, Kayak, Hotwire, etc.), and if the airline is overbooked and no one volunteers to give up their seats, the airline will likely elect to bump the passengers that purchased the cheap/discount seats first.
Tip #11: Prior to arriving at the airport Consumer Affairs advises consumers to take a shower, brush their teeth, avoid using fragrant sprays (i.e. cologne, perfume, body spray), pack a sweater and an extra set of clothes in your carry-on bag. In the event that you are subjected to a delay or cancellation, there is the possibility that your check-in bags were on a separate flight that has already left. Always be prepared for the possibility that you might have to overnight somewhere other than your final destination.
If your flight is cancelled, depending on the terms and conditions of your airline, you may be entitled to compensation if the cancellation of your flight is the airline’s responsibility, and both of the following criteria apply:
The amount of compensation you may be entitled to depends on:
If the above criteria are satisfied Consumer Affairs advises that you review the terms and conditions of the airline and submit a claim with the airline to get compensation.
Once you have reviewed the terms and conditions of the airline, and you have confirmed you are entitled to compensation, Consumer Affairs advises that you contact the airline as soon as reasonably possible.
The airline’s customer services department will usually help. Consumer Affairs advises that you be prepared to provide all of your flight details, booking reference numbers and proof of purchase.
Once you have spoken to the airline’s customer representative, it is advised that you follow-up with a written claim. In your written complaint it is advised that you state what went wrong and what you want the airline to give you.
In support of the complaints process, secure all supporting documentation and records of correspondence between yourself and the airline. Consumer Affairs advises that you take notes of who you have spoken with from the airline as this could be useful if you decide to take your claim further.
If you’ve asked the airline to compensate you, and they refuse to provide you with appropriate compensation, it is advised that you contact Consumer Affairs and submit a formal complaint.
Alternatively, if you have travel insurance you might be able to claim from your travel insurance provider. It is at this stage Consumer Affairs notes the value of the protection travel insurance may afford you as a consumer. Consumer Affairs advises that when you seek to obtain travel insurance confirm whether the insurance provider covers cancellations.
Travel insurance can give you extra protection if your holiday doesn't go as planned. It is particularly important to take out travel insurance if you are travelling independently because you may find yourself stranded with no way to get home and no-one to help sort out your holiday problem.
Travel insurance can protect you against the following events:
If you don't have travel insurance you will have to pay out of your own pocket to deal with a problem while you're away. Or you may lose money if you have to cancel a trip and can't get your money back. This could cost you thousands of pounds.
