Cyber-attack disrupts European airports, prompting flight delays and outlining passenger rights
Heathrow and other hubs faced a technical failure that knocked out electronic check-in and baggage systems, triggering delays. Airlines must provide refunds, rebooking, and other assistance under UK and EU rules.
A cyber-attack disrupted electronic check-in and baggage systems at Heathrow and several other European airports over the weekend, causing flight delays and forcing airlines to reroute passengers and rebook itineraries. Airport operators and carriers described the incident as a technical issue affecting software used to process check-ins and baggage handling, with the disruptions rippling across numerous flights. While some passengers reached their destinations on the same day, travelers faced delays, longer queues, and a scramble to secure alternatives as airlines worked to restore normal operations. Airports in Europe have said efforts to restore systems are underway, but travelers should expect some residual disruption as systems come back online.
Passengers affected by the outages should be aware of their rights under UK law and relevant EU rules, which require airlines to provide care and options when flights are disrupted. If a flight is cancelled, the airline must offer a choice between a refund and being booked on to an alternative flight at no extra cost. Passengers can claim a refund for any unused portions of their ticket, and if the outbound leg of a return flight is cancelled, the airline should refund the full cost of the return ticket. If a passenger still wants to travel, the airline must find an alternative flight suitable to get them to their destination, including flights operated by another carrier if necessary. Passengers on non-UK carriers or itineraries with non-UK segments should review the booking terms and conditions to understand what rights apply in their case.
Where a disruption is not due to extraordinary circumstances, passengers may be entitled to compensation under UK law, with amounts depending on the distance traveled and the notice given. For cancellations with less than two weeks’ notice, compensation can be based on the timing and availability of the alternative flight offered. The payments can be up to £220 per person for flights under 1,500 km, up to £350 for flights between 1,500 km and 3,500 km, and up to £520 for flights longer than 3,500 km. These rules apply when the disruption is considered the airline’s responsibility and not caused by events outside its control. It is important to note that compensation does not apply if the airline demonstrates extraordinary circumstances.
In addition to refunds and compensation, airlines must provide practical support during delays or cancellations. This includes a reasonable amount of food and drink, access to a means of communication (such as refunding call costs), and free accommodation if an overnight stay is required to catch the next available flight, along with transport to and from the accommodation. If the airline cannot arrange these services, passengers may organize them independently and reclaim costs later. The Civil Aviation Authority advises travelers to keep receipts and avoid spending beyond what is necessary to manage the disruption. Delays also trigger assistance thresholds: delays of more than two hours for short-haul, three hours for medium-haul, and four hours for long-haul may qualify a traveler for these accommodations and services. If a delay extends to five hours and travel is no longer desired, a full refund may be possible.
The disruption also affects travelers who booked a package holiday. If the operator is an ABTA member and a flight is cancelled, passengers are entitled to a suitable alternative flight or a full refund, subject to the terms of the ABTA member. For work-related impacts, travelers should anticipate that neither airlines nor typical travel insurance policies routinely reimburse lost earnings. If a delay means a late return to work, employees should communicate with their employers to determine whether to use annual leave or take unpaid leave, as employers have no general legal obligation to cover lost wages absent contract terms.
For travelers navigating the current disruption, staying in contact with the carrier for updated rebooking options and tracking system restoration timelines is advisable. It is also prudent to review the booking and travel-insurance terms to understand what ancillary costs and protections may apply, including coverage for accommodation, meals, and alternative transport.
