Over 1,300 flights to and from London Heathrow Airport are facing disruption today. This is a result of the airport’s closure due to a fire at an adjacent electrical substation.
The incident at the North Hyde electrical substation has caused power loss to thousands of residences and necessitated the evacuation of over 100 individuals after a transformer ignited.
Heathrow, the UK’s busiest airport, is supplied by this substation and has confirmed its operations are among those impacted by the power failure. Consequently, numerous flights have been cancelled or redirected to alternative airports.
Flight tracking service FlightRadar24 reports that at least 1,351 flights to and from Heathrow are affected. Additionally, 120 flights were en route to the airport when the shutdown was announced.
Passengers are being urged to avoid travelling to the airport. Travel expert Nicky Kelvin, Editor-at-Large at The Points Guy, described the situation as “extraordinary.”
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Under typical circumstances, airlines are obligated to provide assistance, such as food and beverages, to passengers experiencing delays exceeding two hours on short-haul flights.
Furthermore, overnight delays necessitate airlines to arrange accommodation and transportation to hotels or residences. This article provides answers to key questions arising from the disruption:
Travel chaos at Heathrow Airport today following a fire-related closure.
Flight Delays: Passenger Rights and Compensation
Passengers experiencing flight delays may be entitled to complimentary meals and compensation reaching up to £520. This section clarifies your entitlements.
Passenger Assistance During Delays
Assistance will be provided to airline passengers facing delays of two hours or more. This includes provisions such as two free phone calls or emails, complimentary meals and refreshments, and free hotel accommodation and transfers when necessary, as outlined by consumer advocacy group Which?:
- Short-haul: Flights up to 932 miles (1,500km) delayed by at least two hours qualify for assistance.
- Medium-haul: Flights between 932 miles (1,500km) and 2,175 miles (3,500km) delayed by at least three hours qualify for assistance.
- Long-haul: Flights exceeding 2,175 miles (3,500km) delayed by at least four hours qualify for assistance.
Eligible passengers should contact their airline or airport staff for more information regarding assistance.
Compensation for Significant Delays
Severe Delays of more than five hours entitle passengers to choose between re-routing on an alternative flight or receiving a full refund, according to Which?
Flight delay compensation may also be claimed if the delay is not attributed to “extraordinary circumstances.” These circumstances include events like severe weather, strikes unrelated to the airline (e.g., baggage handler strikes), terrorism or sabotage, drone-related disruptions, and extensive security queues.
Compensation claims are valid for up to six years after the flight, applicable to flights departing from or arriving in the UK.
Flight Delay Compensation Details
Compensation for flight delays is governed by the Denied Boarding Regulation, protecting passengers on flights departing from the UK or Europe, or operated by UK or European airlines, as stated by Which?
Passengers flying with non-EU based airlines from non-EU destinations may not have the same level of protection. However, it is advisable to check the airline’s ‘conditions of carriage’ to understand potential compensation entitlements.
How to Claim Delay Compensation
How to Claim Compensation: According to Which?, if a flight arrives at its destination over three hours late, each affected passenger is entitled to claim flight delay compensation.
Compensation amounts are determined by the delay duration, flight distance, and the reason for the delay.
Claims can be made under the EU Denied Boarding Regulation if the qualifying criteria are met, as detailed in the table by Which? below.
Compensation Amounts: How Much Are You Entitled To?
How Much Are You Entitled To? according to Which?:
- Short-haul: Delays over three hours for flights up to 932 miles (1,500km) – £220 compensation.
- Medium-haul within the EU: Delays over three hours for flights over 932 miles (1,500km) within the EU – £350 compensation.
- Medium-haul outside the EU: Delays over three hours for flights between 932 miles (1,500km) and 2,175 miles (3,500km) – £350 compensation.
- Long-haul:
- Delays between three and four hours for flights over 2,175 miles (3,500km) – £260 compensation.
- Delays exceeding four hours for flights over 2,175 miles (3,500km) – £520 compensation.
Heathrow staff within the airport in West London today after closure.
Connecting Flights and Compensation
Connecting Flights: Which? clarifies that for connecting flights, compensation is applicable if a flight departing from the UK is delayed by at least three hours at the final destination, even with a non-EU airline.
The ‘final destination’ refers to the last airport on the passenger’s ticket.
At least 1,351 flights to and from Heathrow are impacted by today’s shutdown.
Out-of-Pocket Expenses
Out-of-Pocket Expenses: Beyond standard compensation, some passengers may claim for ‘extra out-of-pocket expenses under the Montreal Convention’, according to Which?
This can include instances such as missing pre-booked accommodation, concerts, or car rentals due to delays.
Flight Cancellations: Passenger Rights and Compensation
Cancellation Compensation
Compensation is due from UK or EU-based airlines, or for flights from UK or EU airports, if your flight is cancelled, states Which?. This is due to protection under the Denied Boarding Regulation.
Depending on circumstances, passengers may be entitled to a refund, an alternative flight, provisions for food and communication, accommodation, and cancellation compensation.
Heathrow Airport staff today following the fire-related closure.
How to Claim Cancellation Compensation
How to Claim Compensation: Passengers can claim compensation for cancelled flights unless the cancellation is caused by ‘extraordinary circumstances’ (defined earlier), according to Which?
Even with extraordinary circumstances, passengers are still entitled to meals, refreshments, accommodation, and hotel transfers based on flight length and delay duration.
Compensation Amounts for Cancellations
How Much Compensation Are You Entitled To?, as per Which?:
- Short-haul: Flights under 932 miles (1,500km) where the new flight departs more than one hour earlier or arrives more than two hours later – £110 compensation. If arrival is more than two hours later – £220 compensation.
- Medium-haul: Flights between 932 miles (1,500km) and 2,175 miles (3,500km) where the new flight departs more than one hour earlier or arrives more than three hours later – £175 compensation. If arrival is more than three hours later – £350 compensation.
- Long-haul: Flights over 2,175 miles (3,500km) where the new flight departs more than one hour earlier or arrives more than four hours later – £260 compensation. If arrival is more than four hours later – £520 compensation.
Police outside Heathrow Airport today after the fire incident.
These compensation figures apply to flights cancelled less than seven days before departure.
Connecting Flights and Cancellation Compensation
Connecting Flights: Which? clarifies that compensation can be claimed for connecting flights disrupted by delays, provided the journey began in the UK or an EU country.
For example, a delay on a Singapore to Sydney flight originating from Manchester, with a connection in Singapore, would still entitle passengers to compensation.
Rory Boland, Editor of Which? Travel, stated: “This Heathrow incident is set to cause major disruption for travellers, and airport closure may extend for the rest of the day, or longer.”
“Avoid travelling to the airport and stay in contact with your airline. Flight cancellations due to this event won’t qualify for compensation due to extraordinary circumstances, but airlines must provide assistance, including overnight accommodation if needed.”
Firefighters at the substation supplying power to Heathrow.
“Passengers can choose between re-routing or a refund. Opting for re-routing obligates the airline to secure a new flight as soon as possible, potentially with rival carriers from alternative airports. Selecting a refund releases the airline from further duty of care, requiring passengers to make their own arrangements.”
“Review your travel insurance policy to check for coverage of expenses incurred due to this incident, such as car hire or airport parking fees.”
Appealing Decisions and Travel Insurance Advice
How to Appeal a Decision
How to Appeal a Decision: Unresolved complaints against airlines can be escalated to an alternative dispute resolution (ADR) scheme. A list of approved providers is available on the Civil Aviation Authority website, states Which?
Quotezone CEO Greg Wilson recommends travel insurance for additional peace of mind at airports.
“Depending on the policy, some travel insurance providers cover flight delays exceeding 24 hours, or if no alternative travel option is offered.”
“Policies for missed or delayed departures can cover costs from delayed flights or trip interruptions due to unforeseen situations out of traveller control, such as accidents requiring hospitalization.”
He adds: “Travel insurance is also crucial in case of airline bankruptcy before passengers return home, providing essential protection.”