Understanding Airline Responsibilities and Your Passenger Rights Amid Major Disruptions

At 3am on Friday, 21 May, Heathrow Airport—the busiest in Europe—was forced to close due to a severe fire, causing widespread travel chaos. Hundreds of flights were either diverted or cancelled, leaving thousands of passengers stranded.

Although airlines are not required to provide compensation in cases beyond their control, such as this, passengers may still be entitled to care, depending on their departure location and airline.

For flights departing from the UK, EU, or EEA, passenger rights are protected under regulations known as UK261 and EC261. These laws, which were originally introduced in 2006 and later adopted into UK legislation post-Brexit, mandate that airlines offer assistance when flights are disrupted. This includes providing meals, hotel accommodation, and alternative transport in cases of significant delays or cancellations.

However, eligibility for compensation varies. If a flight is cancelled or delayed due to circumstances within the airline’s control—such as technical failures—passengers could claim up to £520 (€600), depending on the journey distance. Delays exceeding three hours could also trigger compensation, unless the airline can prove “extraordinary circumstances” were responsible.

For travellers departing from outside the UK and EU on non-European carriers, rights are more limited, and passengers may need to rely on their travel insurance to recover expenses.

When an airline is responsible for a disruption, passengers should expect prompt assistance, including food and overnight accommodation if necessary. However, in practice, some airlines require customers to cover costs upfront and submit claims later.

If an airline refuses a valid compensation claim, passengers may need to escalate their complaint through alternative dispute resolution services, legal action, or third-party claims companies—though these often take a significant share of the payout.

For those facing delays, understanding airline obligations and knowing how to claim compensation can help minimise inconvenience and ensure fair treatment.