In September we arrived at Stansted airport to find that a fire within a departure lounge had closed the terminal.
We had to wait outside in the chilly small hours for nearly two hours. It was another hour before security opened in the terminal, by which time our flight had departed empty to maintain the airline’s schedules. We were rebooked for the following day.
We had to take the train home and pay for a taxi to take us to the airport for a second time early the next morning.
We are thus more than £100 out of pocket. The airport tells us it’s not its fault. The airline says the (empty) flight left on time, so it is not its responsibility.
Our insurers say we would be covered for an unforeseen delay in arriving at the airport, such as disruption to our journey there, but the small print doesn’t allow for the circumstances we actually found ourselves in.
JF, London
The previous month, FN and her husband found themselves in a similar predicament at Heathrow. They missed their flight to Istanbul after a botched software upgrade to traffic lights closed the road tunnel to Terminals 2 and 3, causing severe congestion.
“We were prevented from using escalators from the tube, then kettled on the packed station forecourt for more than an hour,” she writes.
“All this time, the lifts from the platform continued to bring up more passengers, increasing the overcrowding. The public address system was not working, no explanations were given and staff seemed not to have had any relevant training. It was an extremely unpleasant, stressful and somewhat scary experience.”
The couple was unable to find a suitable alternative flight so aborted their Turkish mini-break. “Heathrow has rejected our claim for compensation. The dispute resolution service CEDR referred us to the Civil Aviation Authority (CAA), who told us there is no provision for a case like this,” she says. “We cannot understand how Heathrow can get away with it.”
Airlines are subject to strict compensation rules when they are responsible for cancelled or delayed flights – but airports, it seems, are not held to account when technical or service failures ground passengers.
Regulation UK261, which entitles travellers to fixed sums, depending on the distance of their flight and the length of a delay, only applies if the airline is responsible directly or indirectly for the disruption.
Airlines also take a hit if there is a problem within the airport, since the same rules require them to feed and accommodate stranded passengers and rebook them for free on to a new flight. The CAA confirmed to me that passengers cannot claim costs or compensation from an airport if they are prevented from reaching their departure gate on time. According to Coby Benson, a consumer rights solicitor at Bott and Co, there is a gap in the law. “Unfortunately, these passengers have no recourse against either the airline or the airport,” he says. “Travel insurance can sometimes help, but the terms of those policies are often very restrictive.”
A spokesperson for Stansted said affected passengers should claim from their airline or insurer: “While we understand the frustration felt by affected passengers, the incident was beyond our control. Airlines were informed promptly, but decisions on flight departures rest solely with them.”
Heathrow was dismissive of FN’s ordeal, despite widespread media reports of the chaos and complaints by airlines of management failures. “There was a temporary closure of the tunnel, but this was quickly resolved by our teams,” said a spokesperson. “We had contingencies in place to ensure passenger flow continued, so passengers wouldn’t have been in that area for an hour.”
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