The UK Civil Aviation Authority (CAA) has published guidance for passengers impacted by today’s closure of Heathrow Airport (LHR).
Following a fire at an electrical substation at the UK’s primary aviation hub has closed to all flights on 21 March. This has resulted in the cancellation of all flights to and from Heathrow, with knock-on effects expected to cause delays and further cancellations over the weekend.
Passenger Rights and Guidance
Flight Cancellations
For flights departing from Heathrow:
- Passengers should not travel to the airport and are advised to contact their airline for updates
- Airlines must offer passengers a choice between a full refund or an alternative flight (re-routing) at the earliest opportunity or at a later date, subject to availability
- Due to widespread disruption, finding an alternative flight may take longer than usual
- If an airline cannot provide care or replacement flights, passengers should keep receipts for reasonable expenses and claim reimbursement
For flights arriving at Heathrow:
- Passengers unable to return home as planned should expect their airline to provide updates and assistance
- If covered by UK passenger rights legislation, airlines must arrange alternative flights and provide meals, refreshments, and accommodation as needed
- Non-UK or non-EU airlines may have different policies, and passengers should check directly with their airline
Diverted Flights
If a flight has been diverted due to Heathrow’s closure and is covered by UK passenger rights legislation, airlines should arrange onward transport to Heathrow and provide care, including meals and accommodation where necessary.
Passengers incurring costs for their own arrangements should keep receipts for reimbursement, ensuring expenses are reasonable.
Passengers on non-UK or non-EU carriers should check with their airline regarding specific entitlements.
Package Holiday Bookings
Those who booked a package holiday may have additional rights if their travel plans are significantly altered.
If the disruption results in the cancellation of a holiday or significant changes to the itinerary, travel companies must offer an alternative holiday or a full refund.
Flight Delays
For delayed departures from Heathrow:
- Airlines are required to provide meals, refreshments, and accommodation as needed based on the delay duration
For delayed arrivals at Heathrow:
- UK passenger rights legislation ensures that affected passengers receive meals, refreshments, and accommodation while waiting
- Different policies may apply for non-UK and non-EU airlines
Fixed Sum Compensation
Compensation is sometimes available for flight disruptions, but in this case, delays and cancellations caused by Heathrow’s closure are likely to be classified as “extraordinary circumstances.”
While passengers may not be entitled to fixed sum compensation, they still retain rights to re-routing and care as outlined above.
Each case is assessed individually, and passengers can pursue claims through the courts if they believe compensation is warranted.
The above protections are based on UK legislation under Assimilated Regulation 261/2004, which applies to all flights departing from the UK and flights arriving in the UK on UK and EU carriers. Different rules apply for flights operated by non-EU carriers.
Passengers should stay in contact with their airline for the most up-to-date information regarding their travel arrangements.
