IAA issues Advice for Passengers affected by the IT Global Outage
IAA is reminding passengers of their rights if your flight is cancelled or is subject to a long delay due to the global IT outage. You are entitled to your choice of a refund or re-routing to your destination, care and assistance while awaiting rerouting.
In the first instance, contact your airline for help and information.
Air Passenger Rights under EU Regulation EC 261 / 2004
Flight Cancellations 
In the event that your flight is cancelled then your air carrier must offer you the choice between the following:
– re-routing as soon as possible:
– re-routing at a later date at your convenience: or
– a refund.
If you choose the first option (re-routing as soon as possible) then your air carrier must provide you with care and assistance whilst you wait for the alternative flight. Care and assistance comprises:
– meals & refreshments in reasonable relation to the waiting time;
– hotel accommodation where an overnight stay becomes necessary;
– transport between the hotel accommodation and the airport;
– 2 free telephone calls/ access to email.
Airlines must provide information to disrupted passengers on the re-routing options available to them. In situations where an airline fails to provide re-routing options or care and assistance, passengers have the right to claim reasonable expenses incurred in arranging their own alternative flights, accommodation, transport to and from accommodation and airport, meals, refreshments and communications. Passengers are advised to retain receipts and submit copies to their airline for reimbursement.
Flight Delays
If your flight is subject to a long delay (over 2/3/4 hours depending on destination), your airline must provide you with the care and assistance described above. In addition, if your flight is delayed by more than 5 hours, it must offer you the choice between:
– continuing with your journey: or
– a refund of the cost of your ticket.
Please note that it is not possible for passengers to travel and avail of the full refund.
If your airline does not provide the care and assistance described above, passengers should make their own reasonable arrangements and retain all receipts in the process. Passengers are advised to then submit copies of these receipts to their air carrier for reimbursement.
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