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Home / About ITM / Industry Affairs Committee List / Industry Affairs Committee Detail

Passenger Rights

03 Dec 2020

The ITM recognise that airlines have challenging operating conditions currently, and some airlines may cease trading as a result of the impact of corona virus. If flights are cancelled due to corona virus travellers are entitled to either a full refund of their ticket or an alternative flight. As the corona virus is classified as an extraordinary circumstance and outside of the scope of the airlines control they are not obliged to offer compensation. Airlines must abide by travel restrictions, as well as protect the health and safety of their passengers and crew.

 

If your travellers get stranded at the airport because of a cancellation they may also be entitled to care from the airline, including: 

  • Food and drink.
  • Access to communication.
  • Hotel accommodation where necessary.

These are rights as laid out by European regulation EC 261, and apply to passengers departing from an EU airport. However, outside of the EU, these rights may vary.

 

If your travellers’ flight was cancelled due to coronavirus while they were in a foreign city or country, they may still ask for a replacement flight, even where travel bans are in place. However, as the availability of replacement flights may be affected, they may need to consider alternative methods of transport.

Most countries will allow travellers to return home if they are a resident, though they may require them to undergo several health checks or be quarantined to ensure that they are healthy. 


Many airlines have announced special measures allowing passengers to change their flights on their websites. If they decide not to travel due to the coronavirus, they should contact the relevant airline to find out what their refund policy is, or to see if they have specific guidelines covering the outbreak.

Current EU passenger rights for air, rail, bus and ferry can be found here:

 


Post Brexit it is still unclear how passenger rights will be affected.

Suggested strategies for the ITM buyers? Follow instructions from liquidators when carriers cease trading. When industrial action hits, speak to your TMC for alternatives to itineraries booked and consider removing a carrier from your programme if you have viable alternatives. Involve your risk officer if appropriate.