Hundreds of flights were cancelled on Monday after the UK’s air traffic control systems were hit by a major technical fault – with thousands of passengers stranded.
There’s good news and bad news. While you’re entitled to some support, airlines do not have to provide compensation for delays and cancellations because these technical faults are classified as “extraordinary circumstances”.
Airlines do have an obligation to keep passengers comfortable in the event of a “significant delay” – with the Civil Aviation Authority setting out a clear definition of what meets this threshold.
You’ll qualify for support if a short-haul flight under 932 miles (1,500km) is pushed back by two hours. This rises to three hours for journeys up to 2,175 miles (3,500km).
For long-haul flights going any further than this, four hours or longer counts as a significant delay.
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This applies to all passengers flying from a UK airport, returning to the country on a British or European airline, or arriving in the EU on a UK carrier.
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1:27
Hundreds ‘stranded in shocking conditions’
What am I entitled to?
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In the event of a significant delay, airlines must give passengers:
• A reasonable amount of food and drink • Refunds for the cost of two free phone calls, faxes or emails • Accommodation for passengers stranded overnight • Transport to a hotel – or their home
Because of this, the Civil Aviation Authority says affected consumers have the right to make their own “reasonable” arrangements – but they must keep receipts in order to be reimbursed.
“Reasonable” is a key word here, and you might not receive full compensation if you book a five-star hotel or have alcohol with your meals.
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1:29
‘I can’t get home to my nine-month-old baby’
Will I get compensation?
This is where the bad news kicks in.
Usually, airlines do have to provide compensation if their flights arrive three hours late – but air traffic control problems don’t count because these technical issues aren’t their fault.
And if you agree to travel on a later flight, the airline is no longer obliged to offer food, drink or accommodation while you wait.
Thankfully, you are entitled to a full refund if you decide to abandon your journey after five hours of delays.
What if I’m about to travel?
Transfer passengers who end up missing a connecting flight because their first plane was delayed are entitled to a service back to their original departure point.
But things get a little more complicated for passengers on package holidays – especially if they decide not to travel on a delayed outbound flight.
The CAA’s guidance says: “You may lose your holiday too, so we recommend you contact your package organiser or the airline for further information.
“If you still want to travel then your airline must get you to your destination. You might have to be patient while they rearrange transport and rebook passengers, but the law says they must get you there.”
Many travellers end up booking their flights, hotels and excursions separately – and if you’re unable to cancel your accommodation or activities, you may be able to claim back on your travel insurance if it’s a comprehensive policy.
Image: One of three Russian MiG-31 fighter jets in images shared by Sweden’s armed forces. Pic: Swedish Armed Forces
The three incursions into NATO airspace fuelled concerns about the potential expansion of Russia‘s three-year war in Ukraine and have been seen as an attempt by Moscow to test the military alliance’s response.
The incident over Poland prompted its prime minister, Donald Tusk, to warn that his country was the closest to “open conflict” it had been since the Second World War, while the UK announced it would provide Warsaw with extra air cover.
Two RAF Typhoons, supported by an RAF Voyager air-to-air refuelling plane, took off from RAF Coningsby, in Lincolnshire, on Friday night to defend Poland’s skies before returning safely early on Saturday morning.
Image: A Gerbera drone landed in a field in the Olesno region of Poland
Defence Secretary John Healey said the mission sends a clear signal that “NATO airspace will be defended”.
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“I’m proud of the outstanding British pilots and air crew who took part in this successful operation to defend our allies from reckless Russian aggression.”
He said the mission was “especially poignant” coming as the UK marks the 85th anniversary of the Battle of Britain – when Polish pilots came to the aid of the UK – this weekend.
The head of the RAF, Air Chief Marshal Harv Smyth, said: “This sortie marks the RAF’s first operational mission on Eastern Sentry, reinforcing the UK’s steadfast commitment to NATO and its allies.
“We remain agile, integrated, and ready to project airpower at range.”
The prime minister had called on Benjamin Netanyahu’s government to take substantive steps to end the “appalling situation in Gaza“, agree to a ceasefire, commit to a long-term sustainable peace, allow the UN to restart the supply of aid, and not annex the West Bank.
The Israeli foreign ministry furiously rejected his statement, with Mr Netanyahu claiming that “Starmer rewards Hamas‘s monstrous terrorism and punishes its victims”.
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1:28
Could recognition of Palestine change the West Bank?
Ilay David, brother of Hamas hostage Evyatar David, who was seen emaciated in a video last month, said giving recognition was “like saying to Hamas: ‘It is OK, you can keep starving the hostages, you can keep using them as human shields.’
“This kind of recognition gives Hamas power to be stubborn in negotiations. That is the last thing we need right now.”
There has been no ceasefire, and the situation in Gaza has deteriorated, with a declaration of a famine in Gaza City and the expansion of Israeli military operations.
Israel has launched a major ground offensive to seize all of Gaza City and destroy Hamas in an operation which has prompted widespread condemnation, with UK Foreign Secretary Yvette Cooper calling it “utterly reckless and appalling”.
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15:16
What changed in UK’s Gaza policy?
Earlier this month, a UN commission of inquiry concluded that Israel has committed genocide against Palestinians in Gaza. Israel said the claim was “distorted and false”.
The UK will join 147 of the 193 members of the UN who recognise Palestine ahead of the UN General Assembly in New York on Monday.
Other nations, including France, Australia and Canada, have said they plan to take the same step at the UN gathering as part of a broad international effort to put pressure on Israel.
During a joint news conference with the prime minister at Chequers on Thursday, Donald Trump said he disagreed with recognition, and US politicians have urged the UK and other allies to reverse their stance.
Image: Sir Keir Starmer is expected to deliver the announcement on Sunday. Pic: PA
Sky News understands that Israel is considering options in response to the UK’s decision, but the strength of that reaction is still under consideration.
Family members of some of the 48 hostages still in captivity, after Hamas and other militant groups stormed into Israel on 7 October 2023, have written an open letter to Sir Keir, condemning the move.
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2:38
Israel ramps up attacks on Gaza City
“Hamas has already celebrated the UK’s decision as a victory and reneged on a ceasefire deal,” they said.
“We write to you with a simple plea – do not take this step until our loved ones are home and in our arms.”
The UK government is understood to be looking at further sanctions on Hamas, and has demanded the group release all hostages, agree to an immediate ceasefire, accept it will have no role in governing Gaza, and commit to disarmament.
Heathrow was among a number of major airports across Europe hit by delays after a suspected cyber attack that targeted a service provider for check-in and boarding systems.
The “technical issue” affecting Collins Aerospace, which provides check-in and boarding services for various airlines, resulted in 14 flights being cancelled at Brussels Airport on Saturday, and several more being delayed at London Heathrow, Berlin, and Dublin, among others.
Passengers have reported being unable to check in online, instead queuing for hours for staff to deal with them manually at desks and departure gates, only to be told their flights are not taking off.
Helen Steel, 49, left Dorset for Heathrow at 3am to travel home to Oslo, with her cat Thomas – but was “shouted at by staff” who told her she would not be able to fly until Sunday.
Describing the situation as an “absolute nightmare”, she said: “I’ve got an animal here, so I’m very concerned about his welfare.
“I’ve been shouted at twice and I broke down in tears because I was worried about him. None of us have had any information whatsoever. Whenever we ask ground staff, they shout at us.”
Ms Steel says she spent two hours in the queue on the phone to customer service and is now having to find a hotel to stay in overnight.
Sam arrived at Heathrow expecting to drop his girlfriend off for her flight to Rio de Janeiro – but was still at the airport seven hours later.
Image: Sam has been at Heathrow for seven hours after his girlfriend’s flight to Rio was cancelled
When they arrived, it was “chaos everywhere”, he told Sky News, with “nobody seeming to know what was going on”.
The couple say they were not told about the cyber attack by airport staff, finding out about it online instead.
After queuing for three hours, they made it to the front, only to be told the plane was not taking off, he adds.
“Her flight was at 8.40am and it was held back until 10.15am. At 10.10am they sent everyone away and told them to contact the airline. But there are no representatives for any airlines whatsoever. It’s been a bit of a farce.
“Nobody knew where they were going – and they were sending people left, right, and centre.
“She’s going tomorrow now, but we’ve got to find a hotel, and no one is here to give us any hotel vouchers. They just give you a piece of paper and say ‘you’ve got to pay for it yourself’.”
Image: Passengers wait for news at Heathrow Terminal 4. Pic: PA
‘Insane queues’ and ‘skeleton staff’
Passenger Tereza Pultarova waited around 10 hours at Heathrow after she arrived at 4.30am for her flight to Cape Town via Amsterdam.
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6:32
Tereza Pultarova had to wait 10 hours at Heathrow
“We were kind of stranded here because KLM wasn’t able to issue us boarding passes digitally, and requested us to collect them at the check-in desk,” she said.
“And then they told us that there is some sort of global issue with the system they’re using for check-in and boarding, and they have to do everything manually. So then they were checking in people at the rate of, like, one person per 10 minutes.
“I’m not exaggerating. It was just insane, the queue wasn’t moving. And then suddenly they said, ‘Oh, the flight will be departing, we’re closing the gate’.
Maria Casey was due to fly to Thailand with Etihad Airways – but had to wait three hours to drop off her luggage at Heathrow, with staff taking between five and 10 minutes to deal with each passenger.
Image: Queues at Heathrow. Pic: PA
“The queues are terrible,” she told Sky News. “It was an absolute skeleton staff. Out of six of the desks there were probably two people”.
A Heathrow spokesperson advised people to arrive no more than three hours early for a flight and apologised for any inconvenience.
It is understood British Airways at Terminal 5 remains unaffected and is operating as normal.
Collins Aerospace said it is working to resolve the issue as soon as possible.
“We have become aware of a cyber-related disruption to our Muse (Multi-User System Environment) software in select airports, the firm said in a statement.
“The impact is limited to electronic customer check-in and baggage drop and can be mitigated with manual check-in operations. We are actively working to resolve the issue and restore full functionality to our customers as quickly as possible.”