The Aer Lingus strikes earlier this summer resulted in many cancelled and delayed flights.
Holidays are a time to sit back, relax and get some well-deserved rest and relaxation. Unfortunately, that industrial action resulted in disruptions to over 20,000 customers.
Whether it’s an issue with your flight, luggage, accommodation or an incident that happens while overseas, it’s important to know your rights and where to go for help.
Early preparation can make a big difference, according to Grainne Griffin, Director of Communications, Competition and Consumer Protection Commission (CCPC).
“It can make a difference to both your choices and how well-prepared you are when things go wrong. For example, a straightforward thing people can do is book their travel insurance earlier.
“If you buy your travel insurance earlier, then you’re covered for any emerging situations that happen between the date you booked your insurance and the date when you go,” adds Grainne.
During the Aer Lingus strike, people who had their travel insurance before the industrial action was announced had protection that people who booked their travel insurance after didn’t.
Another important thing people need to look out for is the phased cancellation rights if you booked a package holiday.
“They have to provide you with a kind of phased cancellation rights closer to the time it normally goes down. But we see a huge variety in the actual terms and conditions from people having potentially lost 75% to people losing a lot less than that if they cancel close to the date,” says Grainne.
Although terms and conditions can be lengthy, Grainne strongly suggests consumers search for the word cancellation in the document to see what the provisions are if you need to cancel.
Some of the big booking platforms like Love Holidays, while they have ‘.ie’ websites, they’re not necessarily based in Ireland or the EU.
“When you look at our package holiday complaints, where you see the difficult scenarios are package holidays booked in the UK. Since Brexit there is no access from the UK to the European small claims procedure and while you may have rights under British law, practically speaking it’s quite hard for people to enforce them,” she says.
Flight delays and cancellations
Passengers are entitled to compensation between €250 and €600 for flights delayed more than three hours or cancelled without sufficient notice, depending on the flight distance.
If your flight departed from the EU landed at an EU airport, or if your flight departed from elsewhere but arrived in the EU and the airline is European (EU-based), you are covered by EC Regulation 261/2004.
It can make a difference to both your choices and how well-prepared you are when things go wrong
For example, if you get there in less than four hours, then the amount payable can be reduced by 50%. There are also provisions whereby extraordinary circumstances will also reduce the liability on the airline.
In the event of a flight cancellation, EU Regulation 261/2004 states that, if your flight has been cancelled and the airline has not notified you at least 14 days in advance, you may be eligible for financial compensation. This is approved by the European Parliament who regulate your air passenger rights.
For many countries, the flight compensation time limit is three years or more. This means if your flight was delayed or cancelled in the last three years, you could be owed up to €600.
Accommodation issues
Depending on local laws, travellers can claim compensation for issues such as substandard accommodation, ranging from a partial refund to full reimbursement and additional compensation for distress.
The main thing to be aware of when it comes to compensation is it won’t just come through to your account if you’re entitled to it. You get your refund potentially but you have to make a compensation claim.
five steps to follow
1. Document the issue and gather evidence: Take photos, videos, and notes of the problem. Keep receipts, tickets, and any other relevant documentation.
2. Report the issue immediately to the provider and local authorities: Inform the travel company, hotel, or relevant service provider about the issue as soon as it occurs.
Get a written acknowledgement of the complaint once you submit the details. If appropriate (e.g., in cases of theft or safety issues), report the matter to local authorities and obtain a report.
3. Review terms and conditions:Check the terms of the booking, travel insurance policy, and any applicable consumer protection laws to understand your rights and the compensation you may be entitled to.
4. Contact the travel provider with a formal complaint: Write a formal complaint to the travel provider detailing the issue, the impact it had on your holiday, and the compensation you are seeking.
Include all evidence and documentation that you have gathered since the issue arose. If you do not receive a response within a reasonable time (usually 28 days), follow up with the provider.
5. Escalate, if necessary: If the provider does not resolve the issue satisfactorily, contact an ombudsman or relevant arbitration service.
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