At a glance:
- The regulator is reminding passengers to know their rights ahead of the busy Bank Holiday weekend.
- The latest UK Civil Aviation Authority’s Aviation Trends report shows 78.9 million passengers went through UK airports in the second quarter of 2024.
- A series of new videos have been released that outline passenger rights, as well as offering essential advice for anyone booking a holiday.
With millions of us expected to jet off abroad this Bank Holiday, the UK Civil Aviation Authority is urging passengers to ‘Know Before You Go’ and understand their consumer rights ahead of their departure.
Holidays can be as stressful and costly time if you're not careful, so make sure you know your rights and a few top tips when travelling.
Here's what to know before you set off.
Credit cards can be very helpful when used to book a trip, providing additional financial protection under Section 75 of the Consumer Credit Act.
Travel insurance will help if things don't quite go to plan, protecting against mishaps like missing your flights, any medical emergencies you may have and even lost or stolen items during your trip.
The type of cover will vary.
So check the terms and conditions nice and carefully.
For package holidays, there's ATOL protection.
This also provides additional financial protection in the unlikely event your travel company stops trading.
Luckily, we've got an easy tool for checking your package trip's ATOL protection status.
It's called Check for ATOL over on the ATOL website.
Oh and do make sure your passport is valid too.
If it's expiry date is in three months or less at any point of your trip, or if it was issued over 10 years ago from the day you enter an EU country then it will need renewing, but luckily you can check its validity over on gov.
uk.
You should also make yourself aware of your flight baggage allowance so you don't have to pay any unexpected fees or give up anything you don't want to.
Airlines often have limits on the amount of liquid you can take on board or other safety restrictions that prohibit certain items.
Here's what to know during your trip If you find yourself with a delayed flight, then don't worry.
Your airline should look after you.
They should keep you fed according to your wait time and put you up for the night if the delay is overnight.
If your flight ends up cancelled, then the airline should give you the choice of a refund or alternative travel arrangements to get you on your way as soon as possible or at a later date at your convenience.
What if your luggage is lost or damaged?
Well, this is the airline's responsibility as well.
You'll be compensated depending on the value of any affected luggage.
If your baggage is delayed, you should be reimbursed for any essential items you need in the interim.
If you require special assistance during travel, you should let your airline know at least 48 hours prior to departing and give yourself plenty of time at the airport.
You'll find staff assistance points in the airport to help those with reduced mobility on their journeys.
If you've complained to an airline and aren't happy with the response, you can contact the appropriate Alternative Dispute Resolution service.
Or if an airline isn't signed up to an ADR service, you can escalate your complaint straight to our Passenger Advice and Complaints team.
Those are just a few key essentials to keep in mind on your next trip.
But you can find more details over on our website today.
Latest data from the UK Civil Aviation Authority’s Aviation Trends report also shows 78.9 million passengers went through UK airports in the second quarter of the year, a seven percent annual increase, with passenger numbers now starting to approach pre-Covid levels.
The regulator’s warning comes as its data shows that last summer 160,000 flights were delayed and 8,000 cancelled across all UK airports in the months of July and August.
Passengers are being reminded of what they are entitled to if their flight is delayed or cancelled, the importance of booking ahead if special assistance is needed and to be aware of baggage and liquid allowances.
To assist passengers, the UK Civil Aviation Authority has published a series of new videos on its social media channels that outline passenger rights, as well as offering essential advice for anyone booking a holiday.
Anna Bowles, Head of Consumer at the UK Civil Aviation Authority, said:
“We hope that as many people as possible travel abroad with no issues this Bank Holiday but sometimes disruption is unavoidable.
"People need to know before they go exactly what they are entitled to if their flight is delayed or cancelled. We have produced a set of new videos, which are a bite size reminder to help passengers understand their rights.
“It is also incredibly important that airports and airlines deliver on their legal obligations to passengers when things do go wrong, and it is our expectation that they deliver a first-class service to their customers at all times.”
Passenger advice from the regulator includes:
Your rights when your flight is disrupted
- If your flight is delayed your airline should look after you - this can include providing food and drink, as well as accommodation if you are delayed overnight.
- If the airline fails to do this, you can make your own arrangements and reclaim your costs from the airline. Make sure you keep receipts and do not spend more than you need to.
- If your flight is cancelled you should be offered a choice of a refund or alternative travel arrangements at the earliest opportunity, or an alternative date suitable for you. Known as ‘re-routing’ this can include flights on other airlines, or a new flight at a later date at your convenience.
Your rights when travelling
- If you require special assistance, make your airline aware and arrive early at the airport. Staff at accessibility points will help travellers with reduced mobility with their journeys. More information can be found on the UK Civil Aviation Authority website.
Baggage and liquid allowances
- Check your baggage allowance and contents to avoid unexpected fees or having to give up personal goods. Airlines will have weight allowances for luggage, and safety restrictions at airports may limit the amount of liquid allowed onboard and prohibit certain items.
- Lost, delayed or damaged luggage is the responsibility of the airline and the amount of compensation you could receive will depend on the value of what you have lost, but subject to limits set by international laws. Most airlines will reimburse you for the bare essentials you need to buy when your bag is delayed. More information can be found here.
Taking your complaint further
- If you have complained to an airline and are not happy with the response you can contact the relevant Alternative Dispute Resolution (ADR) provider if your airline has signed up to this. If your airline has not signed up to ADR, you can escalate your concern to the UK Civil Aviation Authority’s Passenger Advice and Complaints Team.
- The Department for Transport also has an Air passenger travel guide, which is a guide to the rights and responsibilities of air passengers.
Top tips if booking a last minute or winter sun holiday
- Make sure your package holiday is ATOL protected so you receive financial protection. ATOL protection means you’ll get support and financial help in the unlikely event your travel company stops trading. Consumers can easily check if their package trip is ATOL protected by using the Check for ATOL tool on ATOL.org.
- Do your research on your travel company before you book, particularly if it is a company you haven’t travelled with before and shop around with other providers to check it really is a good deal.
- Use a credit card for holiday bookings if possible - it may provide additional protection for your trip under Section 75 of the Consumer Credit Act.
- Book travel insurance which can provide extra protection if the holiday doesn’t work out quite as intended. It can protect against a range of issues relating from missed transport and medical emergencies through to items lost or stolen when travelling. The type of cover will vary so always carefully check the insurance terms and conditions for full details of cover.
- Check you have a valid passport for the dates you are travelling. If you’re travelling to the EU, your passport must be issued less than 10 years before your arrival date (the day you land on holiday) and be valid for three months from the final day of your holiday. You can check if your passport is valid for your upcoming trip on GOV.UK.
Notes to editors
More information on consumer issues can be found on the UK Civil Aviation Authority website.
The UK Civil Aviation Authority is the UK’s aviation and aerospace regulator. We work so that the aviation industry meets the highest safety standards and consumers have choice, value for money, are protected and treated fairly when they fly. Our mission statement is ‘Protecting people, enabling aerospace.’
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