CAR News Archive

We are issuing this note to provide clarity to airlines and passengers during this period of unprecedented air travel disruption caused by the Covid-19 outbreak. Regulation EC261/2004 sets out passengers’ rights where flights are cancelled or there are long delays. 

Airlines are required to provide passengers with information on their rights.  Where flights are cancelled passengers must be offered the choice of:

• a refund; or
• re-routing (alternative flights) at the earliest opportunity; or
• re-routing at a later date (subject to availability).

It is important that airlines assist passengers by clearly setting out these options to them.  In addition, it is open to airlines to offer incentives to passengers to encourage them to fly at a later date, for example through providing vouchers. We recognise that, at present, it may be difficult for airlines to provide alternative flights, for example, where government advice is to avoid travel to particular destinations affected by COVID-19.  A refund for the passenger may therefore be the only practical option available. 

Where flights are cancelled or there are long delays, airlines are required to help passengers by providing care and assistance (e.g. meals, accommodation and transfers to and from the airport where an overnight stay is required). 

Regulation EC261/2004 also provides for the payment of compensation in some circumstances.  However, this does not apply for cancellations made more than 14 days in advance or where the cancellation is due to ‘extraordinary circumstances’.  While we will consider each case on its own merits[1], it is our view, in the current unprecedented circumstances, that compensation is unlikely to be payable where the Government advises against all travel, or all but essential travel, to a destination impacted by COVID-19 or for cancellations or long delays resulting from COVID-19 related restrictions or requirements imposed by competent authorities – for example closing airspace or an airport to an airline, seriously restricting the airline’s operations in other ways, or by placing significant requirements on the airline’s passengers which causes disruption to flights.

There may be other circumstances where airlines seek to cancel flights within the 14-day period due to the economic and environmental consequences of operating flights with only a small number of passengers aboard. This may be viewed as ‘extraordinary circumstances’ and therefore compensation would not be payable, but this may not be the case in all circumstances.

In assessing airline compliance with the regulation, we will take account of the challenging operating conditions that airlines are currently facing.  We expect airlines to act in a way which best serves the interests of their customers and demonstrate that they are being proactive and flexible in managing the situation and minimising the impact on passengers of the disruption.

The table below sets out some questions and answers that may prove helpful to passengers. We will update this guidance note as required in light of developments.  

COVID-19 related advice:

 
_______________________________________________________
[1] Our interpretation of ‘extraordinary circumstances’ is for guidance only and each case will be judged on its own merits.