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The basic consumer rights known as consumer guarantees apply to:
These rights apply regardless of whether the consumer books any of the above flights:
The guarantee that services are provided within a reasonable time is especially relevant to flights. When a flight is delayed or cancelled, it may mean this guarantee has not been met, depending on:
If that replacement flight is not within a reasonable time, the airline must give the consumer their choice of a different replacement flight or refund. If the consumer had to book a flight with another airline because the first airline had no reasonable replacement flights, they may have a right to reimbursement from the original airline for the cost of that flight. There is no one set definition of what will be ‘a reasonable time’ because many different factors may be relevant in each individual case. If the consumer and airline disagree about what is reasonable, the consumer can take the problem further. Airlines do not have to give replacement flights or refunds under the consumer guarantees if:
In the above situations, the consumers’ right to a refund or replacement flight will generally depend on the terms and conditions of their booking. When a consumer buys a flight ticket, they are entering into a contract with the airline. The terms and conditions of the contract are set out in the airline’s conditions of carriage. Terms and conditions will vary between airlines and different fare classes. Airline conditions of carriage do not include a guarantee of flight times. Although airlines must meet the consumer guarantee of providing the service within a reasonable time, consumers should not assume that a plane will meet its exact advertised schedule. Most airlines that operate in Australia have a compensation policy published on their website. These policies set out the compensation and other help that an airline will provide to consumers if a flight is delayed or cancelled, such as accommodation and meal costs. Some airlines may provide different levels of compensation and assistance, depending on whether the cancellation or delay was caused by events within or outside their control. Airlines should be proactive and truthful in advising consumers of the reasons a flight is delayed or cancelled, and what compensation they may be entitled to under both the airline’s policy and the consumer guarantees. A consumer’s rights under an airline compensation policy are on top of their rights under consumer guarantees. An airline’s policy can’t take away consumer guarantee rights. If you’ve had a flight delayed or cancelled and the airline hasn’t booked you on another flight within a reasonable time or provided you with a satisfactory solution, your first step is to contact the airline to explain the problem. If the airline doesn’t resolve the problem, there are more steps you can take. Get help contacting a business or taking a problem further COVID-19 information for consumers/Travel cancellation and changes Domestic airline monitoring Consumer rights and guarantees Repair, replace, refund, cancel Claiming compensation ShareHow long does a flight have to be delayed before compensation?If you have been delayed for more than five hours and no longer wish to travel then you are entitled to a refund. If you are a transfer passenger and missed your connection flight because your first flight was delayed, you are also entitled to a flight back to your original departure point.
How long does a flight have to be delayed for compensation UK?You are entitled to compensation if you arrive at your final destination 3 hours later than planned. The airline must be responsible for the delay (e.g. technical problem). Compensation ranges between €250-600. It depends on the distance of your flights.
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