Heathrow flight cancellations have left thousands of passengers stranded as the airport remains closed following a power outage caused by a fire at a nearby electrical substation.
With disruption expected to continue in the coming days, travelers are left wondering what their options are. From refunds and rebooking to compensation and insurance coverage, here’s what passengers need to know about their rights.
Can I Get a Refund for My Canceled Flight?
If your Heathrow flight is covered by UK law, you are entitled to a full refund or an alternative flight. Airlines must offer a refund for any unused part of your ticket. This means if your outbound flight was canceled, you can request a full refund for your return journey as well.
However, accepting a refund means the airline has no further obligation to provide assistance, including accommodation or food. Travelers who plan to continue their journey should consider rebooking instead of requesting a refund.
Can I Rebook on Another Flight?
Airlines are required to rebook passengers on the next available flight, even if it means booking with a rival airline or departing from a different airport. However, with thousands of cancellations, other airports are facing increased demand, making rebooking more difficult.
For domestic journeys, passengers may also have the right to be booked on alternative transport, such as trains, if available. Those flying into Heathrow on a non-UK airline should check the terms and conditions of their booking, as different rules may apply.
What Support Must Airlines Provide?
If you’re stuck at Heathrow or abroad due to the cancellations, your airline is responsible for providing:
- Accommodation if you need to stay overnight to catch another flight
- Transport between the airport and your accommodation
- Food and drink (often in the form of vouchers)
- Communication assistance, such as a refund for phone calls
If an airline is unable to arrange these services, passengers have the right to book them independently and claim reimbursement later. However, spending should be kept reasonable, and all receipts should be saved.
Can I Get Additional Compensation?
In this case, passengers are not entitled to extra compensation under UK law because the power outage is considered an “extraordinary circumstance” beyond the airline’s control. However, travelers may still be able to recover costs through their travel insurance or credit card provider.
Will My Travel Insurance Cover Additional Costs?
Passengers with trip disruption coverage in their travel insurance policy should check with their provider to see if they can claim compensation for additional expenses. Some policies cover alternative travel arrangements, accommodation, car hire, or airport parking fees.
Additionally, flights booked with a credit card may offer some protection, allowing travelers to recover costs through their card issuer.
What If I Booked a Package Holiday?
Travelers who booked a package holiday with an ABTA-registered travel agency are entitled to a suitable alternative flight or a full refund.
What If My Flight Was Diverted to Another Country?
For flights diverted due to the disruption, airlines typically try to keep passengers on the plane. If passengers must deboard, they are usually held in a designated area within the airport terminal that does not require entry into the country.
If the delay is long enough that passengers must leave the terminal, they are typically provided with hotel accommodation, and any necessary visas—such as a port visa or visa on arrival—are arranged at no cost. However, travelers should be mindful of visa requirements if an extended stay leads to overstaying an existing visa.
What If My Flight Is Delayed Instead of Canceled?
Passengers whose flights are delayed at Heathrow are entitled to the same assistance as those with canceled flights if the delay exceeds:
- Two hours for short-haul flights
- Three hours for medium-haul flights
- Four hours for long-haul flights
If a flight is delayed by five hours or more, passengers have the option to cancel their journey and receive a full refund.
What Should I Do Next?
Passengers with upcoming Heathrow flights should stay in contact with their airline for updates. Heathrow has advised travelers not to come to the airport and warned of “significant disruption over the coming days.”
Travelers can also contact Heathrow’s helpline at 0344 335 1801 for the latest information.
