Some airlines’ behaviour towards passengers during the snow-disrupted Christmas getaway was ‘unacceptable‘, according to the Civil Aviation Authority (CAA), as passengers were misled about their rights in some cases.
During the disruption many passengers ended up sleeping in terminal buildings or making their own travel arrangements.
Under European regulations, they were entitled to various rights, even though the snow and sub-zero temperatures were beyond the control of the airlines.
These passenger rights include:
- A refund within seven days if a flight is cancelled, or
- Re-routing to their final destination at the earliest opportunity or at a later date
- Meals and refreshments if they choose to wait for the next available flight
- Hotel accommodation if this means an overnight stay
- Two telephone calls, telex or fax messages, or e-mails for those waiting for the next available flight