At least 1,300 flights in and out of London’s Heathrow Airport were disrupted on Friday as the airport, Europe’s busiest, was shut down after a major nearby fire caused a power outage.
More flights are expected to be canceled or delayed in the coming days as airlines navigate the ripple effects of the airport’s closure, which is affecting air travel worldwide. About 220,000 passengers had been expected to travel through Heathrow on Friday, according to Flightrader24, the live flight tracking service.
Heathrow said it had no choice but to keep the airport closed until 11.59 p.m. on Friday. “We know this will be disappointing for passengers, and we want to reassure that we are working as hard as possible to resolve the situation,” an airport spokesman said in a statement.
If your travel has been affected by the closure, here’s what you need to know.
Should I go to the airport?
Passengers scheduled to travel in and out of Heathrow have been advised not to go to the airport, and to contact their airline for further information.
On Friday, the police turned away passengers trying to reach Heathrow, and cars in the area were diverted.
Most major airlines have updated information on their websites with details about flight disruptions and instructions for rescheduling canceled flights. You can also check their social media channels for updates.
What are my rights?
If your flight departs from an airport in Britain, arrives there on a British or European Union airline, or arrives in an E.U. airport on a British airline, you are covered by British law.
Airlines are legally required to provide care and assistance for delays of more than two hours for short-haul flights, more than three hours for medium-haul flights and more than four hours for long-haul flights. You can check how the law applies to your flight here.
Under the regulations, airlines must provide a reasonable amount of food and drink, a means of communication, accommodations for passengers delayed until the next day, and transportation to and from the accommodations or a passenger’s home.
“The airline must provide you with these items until it is able to fly you to your destination, no matter how long the delay lasts or what has caused it,” the U.K Civil Aviation Authority says on its website.
What if my airline doesn’t give me proper care?
Sometimes during major disruptions like the Heathrow Airport closure, airlines find themselves understaffed, overwhelmed and unable to keep up with passenger demand.
In such cases, the U.K. Civil Aviation Authority advises passengers to pay out of pocket and keep receipts to apply for reimbursement, and to ensure that costs are reasonable. Luxury hotels and alcohol will not be covered by airlines.
More detailed guidelines on how to claim costs or submit a complaint if a reimbursement request is rejected can be found here.
Can I get a refund if my flight is canceled?
Usually, airlines are required to offer a refund or alternative routing if a flight is canceled, but only if the cancellation is the airline’s fault.
“Disruptions caused by things like extreme weather, airport or air traffic control employee strikes or other ‘extraordinary circumstances’ are not eligible for compensation,” according to the U.K Civil Aviation Authority.
Call your airline to see what options it has. British Airways, which has the most flights out of Heathrow, said it contacted its customers to offer flexible rebooking options — including with other airlines — or a full refund.
The airline is also offering all customers who booked to travel to or from Heathrow March 22 and 23 the option to rebook for free, a British Airways representative said.
Two carriers based in the United States also issued guidance for passengers stranded by the disruptions at Heathrow. Delta Air Lines said it would waive fare differences for flights rebooked on or before March 26. The airline advised passengers unable to reschedule flights within the guidelines to cancel and apply for credit at the value of the ticket, which can be used within one year of the ticket’s issue date. American Airlines said it would also waive change fees.
Comprehensive travel insurance policies usually cover flight delays and cancellations, so if you have coverage, be sure to read the conditions carefully.
