TSI explains traveller's legal rights

Monday, April 19th 2010

The Trading Standards Institute (TSI) is advising customers of their rights regarding travel affected by the volcanic ash cloud.

Passengers whose flights have been cancelled or delayed as a result of the eruption are covered by the Regulation 261/2004 Air Passenger rights.

Those whose flights did not go ahead are allowed a refund or re-route of their journey.

And if this involves travelling to an alternative location, the airline must pay the transfer cost.

Hotel accommodation, refreshments, transport and two free telephone calls, faxes or emails should also be provided by the company.

When delays last for five hours or more, the consumer can expect a refund or re-routing.

But no compensation can be offered in extraordinary circumstances beyond the control of their airline.

And the grounding of all UK flights and many other countries in Europe comes under this classification.

The travel chaos began last Thursday when flights to and from all UK airports were grounded as a result of the Icelandic volcano's ash, which can be highly dangerous to aircraft engines.