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Air traffic control disruption has caused widespread flight delays and cancellations at airports across the UK, with knock-on effects for some international journeys. We understand that flight disruption can be worrying, especially when you’re due to travel soon.
If your plans have been affected, there are steps you can take and support available. Contact your airline or travel provider first, and we’ll be here if you have additional, irrecoverable costs that may be covered by your policy.
What caused the flight disruption?
On Tuesday 8th September, a technical issue affected the flight-processing system operated by NATS, the UK’s air traffic control provider.
Although UK airspace remained open, the issue caused widespread delays and cancellations to flights across the country. Airports reporting disruption included:
- Heathrow
- Gatwick
- Manchester
- Stansted
- London City
- Birmingham
- Bristol
- Edinburgh
- Glasgow
- Aberdeen
- Southampton
- East Midlands
- Liverpool John Lennon
- Belfast City
- Jersey
NATS has confirmed that the issue has been resolved and its system is operating normally. However, delays and cancellations may continue while airlines and airports clear the resulting backlog.
Check your flight directly with your airline before travelling to the airport. You can also follow the latest updates from NATS.
Who should you contact first?
If you booked your flight directly with the airline, contact your airline first. They are responsible for providing appropriate assistance during significant delays and dealing with cancelled flights.
If you booked a package holiday, contact your tour operator or travel provider first. They are responsible for rearranging your trip or offering alternative arrangements if your flights are cancelled. Contact us if they are unable to help, or you have additional, irrecoverable costs that may be covered by your policy, like policy add-ons such as missed excursions.
What should you do if your flight is delayed?
Contact your airline or check its website or app for the latest information. If you are already at the airport, follow the instructions provided by airline and airport staff.
Depending on the length of the delay and whether your flight is covered by UK law, your airline may have to provide:
- A reasonable amount of food and drink
- Help with communication costs
- Accommodation if you are delayed overnight
- Transport between the airport and your accommodation
If the airline cannot arrange this assistance, you may need to pay reasonable costs yourself and request reimbursement afterwards. Keep all receipts and do not spend more than necessary.
You can check the latest guidance on the UK Civil Aviation Authority website.
What should you do if your flight is cancelled?
What you need to do depends on how you booked your trip.
If you booked directly with the airline
Contact your airline first. It is responsible for dealing with your cancelled flight and providing appropriate assistance.
For flights covered by UK law, the airline should generally offer you a choice between:
- A refund for the unused parts of your booking
- An alternative flight to your destination
Speak to the airline before booking replacement travel yourself. If you make alternative arrangements without its agreement, you may find it more difficult to recover the cost.
If you booked a package holiday
Contact your tour operator or travel provider first. It is responsible for explaining your options and, where appropriate, rearranging your trip or offering alternative arrangements.
Keep a record of any calls, emails or messages, including what you were offered and any costs your provider could not reimburse.
Are you entitled to compensation from your airline?
Airline compensation is different from your right to assistance, rerouting or a refund.
Whether compensation is due depends on the circumstances. Disruption outside an airline’s control, which may include air traffic control failures, can be treated as an extraordinary circumstance. This may mean fixed financial compensation is not payable.
However, the airline may still be responsible for providing care and assistance during a significant delay and helping you if your flight is cancelled.
Check your circumstances with your airline or read the Civil Aviation Authority’s guidance on flight cancellations.
Can you change or extend your AllClear Travel Insurance cover?
We can move customers’ travel dates free of charge by up to 48 hours.
If you are unable to return home because of the disruption, we will extend your cover by five days free of charge.
Please contact us if you need to change your travel dates or believe your cover needs to be extended.
What information should you keep?
If your journey has been disrupted, keep:
- Your original booking confirmation and itinerary
- Written confirmation of the delay or cancellation
- Emails, messages and notifications from your airline or travel provider
- Details of any alternative arrangements offered
- Receipts for reasonable additional expenses
- Evidence of any refunds or reimbursements received
- Evidence of costs your provider has declined to refund
Having this information available can help if you need to ask your airline for reimbursement or contact us about a possible claim.
Should you travel to the airport?
Unless your airline tells you otherwise, continue to follow its check-in instructions. Do not assume your flight has been cancelled because other services are affected.
Check your airline’s website or app before leaving home and allow extra time for your journey. Airport departure boards can also provide useful information, but your airline remains the best source for updates about your flight.
What if you need more help?
If your airline, tour operator or travel provider cannot help with all your additional costs, or you have been left with expenses that cannot be recovered elsewhere, contact the AllClear team.
Any cover will depend on the terms and conditions of your policy, and every claim is considered individually.
