Which? Travel consumer rights advice in the adverse weather

Alex Neill, Which? Director of Home and Product Services, said:
“If your journey has been cancelled or disrupted due to the ‘Beast from the East’, you might be entitled to compensation. As your rights are different, depending on whether it is a train or plane delay, it’s vital that people find out what they are entitled to and how best to claim.”

Notes to Editors:
Under Delay Repay, passengers are able to claim for compensation even if the company was not responsible for the delay – because of bad weather or a signalling failure, for example.
Passengers are entitled to compensation each time for any delay of 30 minutes or more. Some train companies such as Southern, Great Northern and South Western Railway offer compensation each time for any delay of 15 minutes or more.
​If an emergency or temporary timetable is in place the delay must be based on this, and not the usual timetable.​
For most train companies, single and return ticket holders currently need to submit claims for compensation for delays on specific trains, rather than receive an automatic discount at renewal.
If your train is cancelled, you might be able to use your ticket to get onto another train or if you decide not to travel you should be able to get a full refund.
Advice on claiming compensation for train travel, plus template claim letters, can be found here: https://which.co.uk/trainrights

Your airline should let you know if your flight is delayed or cancelled.
When flights are delayed under Denied Boarding Regulations (EU 261), airline passengers are entitled to:
two free phone calls, faxes or emails free meals and refreshments for delays more than two hours
free hotel accommodation and hotel transfers if an overnight stay is required
if a flight is cancelled or delayed by more than five hours and a passenger decides not to travel, they should be offered an alternative flight or a full refund
Unfortunately, you can’t claim for additional compensation due to bad weather because it’s out of the airline’s control. However, you might be able to make a claim through your travel insurance.
Advice on claiming compensation for flights, plus template claim letters, can be found here: https://www.which.co.uk/flightrights

Press Release