Information Bulletin
16 January 2006
Loganair Still Not Providing Accommodation to All Passengers Delayed Overnight
Shetland Islands Council has learned that Loganair is still not fully complying with its legal obligations to provide care, assistance and information to all passengers on delayed and cancelled flights.
Any passenger whose flight to or from an airport within the European Union (on a European airline) is cancelled or delayed is entitled to free care and assistance from the airline. This includes hotel accommodation (in cases where an overnight stay is necessary), in addition to reasonable meals and refreshments. Airlines must also inform affected passengers of their rights.
Since these obligations were introduced in 2005, the Council has been working to try to ensure that passengers travelling to and from Shetland are receiving the care, assistance and information to which they are entitled in the event of a flight being delayed or cancelled.
In 2006 (following intervention by the Council’s Trading Standards Service and the Civil Aviation Authority), Loganair changed its policy and agreed to provide the required information, care and assistance (including overnight accommodation) when flights are delayed or cancelled due to weather conditions.
However, last Friday’s strong winds brought to light evidence that Loganair is not meeting its obligations to all passengers in such situations.
Councillor Jim Irvine, Chair of the Shetland Transport Partnership, expressed his frustration that Loganair is still not always providing accommodation to all passengers delayed overnight. “People travelling to and from Shetland are entitled to be properly looked after if their flight is delayed or cancelled – whatever the cause of the problem. Loganair should be ensuring that passengers receive all the care, assistance and information which the law requires.”
David Marsh, Shetland Islands Council’s Trading Standards Service Manager advises:
“If your flight is delayed or cancelled, ask the airline for the statement of rights which the law requires them to give to you.
If the airline refuses to give you the care and assistance to which you are entitled (including accommodation if you are delayed overnight), complain to them in writing and request reimbursement of your costs.
If you are still not satisfied, you can ask the Air Transport Users Council for further assistance with your complaint.”
Michael Craigie, the Council’s Head of Transport, asks people to keep him informed about any such problems which they experience. “If you are sending a letter of complaint to Loganair or to the Air Transport Users Council, please also send a copy to Head of Transport, Shetland Islands Council, Infrastructure Services Department, Grantfield, Lerwick ZE1 0NT, as this will help us to monitor the situation.”
Ends………..
NOTES
Regulation (EC) Number 261/2004 of the European Parliament and of the Council introduced the obligations for airlines to provide care, assistance and information to all passengers on delayed and cancelled flights. This Regulation has had direct effect in all Member States of the European Union since 17th February 2005.
The Civil Aviation (Denied Boarding, Compensation and Assistance) Regulations 2005 (Statutory Instrument Number 975) created offences for an operating air carrier who fails to comply with an obligation imposed by EC Regulation 261/2004. These Regulations also designated the Air Transport Users Council as the body to receive complaints regarding any alleged breaches of the EC Regulation, and the Civil Aviation Authority as the body responsible for the enforcement of the EC Regulation within the United Kingdom.
Both bodies can be contacted through www.caa.co.uk or at CAA House, 45-49 Kingsway, London WC2B 6TE.