alt.travel.uk.air - Delayed Flights FAQ

The dreaded public announcement system clicks on. "Flight ZZ90 to Malaga is delayed, " intones an officious voice, "due to operational difficulties. Passengers will be updated with the new departure time when further information is forthcoming."

There are sighs in the departure lounge and impatient children are crying. "I don't believe it, " say frustrated passengers, "what on earth does operational difficulties mean anyway? " A feeling of hopelessness descends and people begin to slump in the uncomfortable, nylon-covered seats. "Daddy! Mummy! " the kids are screaming, "I'm BORED!"

Yes, our much awaited holiday is upon us and so - unfortunately - are flight delays. In May 1998, passengers flying to Spain were delayed for more than 24 hours because of striking Spanish air traffic controllers, and more lengthy waits are inevitable.

Figures from the Civil Aviation Authority show that last year the average delay for all charter flights was 37 minutes, while scheduled flights were on average 13 minutes late. Gatwick was the worst British airport for delays, with charter planes delayed for an average of 46 minutes.

The bad news is things are unlikely to improve: since 1994, the average delay has steadily increased and passenger watchdog groups fear a continuation of the trend. "There have been more flights delayed for long periods over the past few years, despite recent improvements in air traffic control systems, " said a spokeswoman for the Air Transport Users Council (AUC). "The overall number of flight delays is creeping up." in the United Kingdom.

So, as we cross our fingers and head for the check-in desks this time, here is our guide to surviving the delays.

Why-Oh-Why?:

The most common reason for a flight delay is a technical problem, which could be anything from engine failure to a faulty food heater. I was recently delayed on a plane in Houston when an alert baggage handler noticed that an external panel had come loose (the pilot jovially announced that welders were being sent for and, incredibly, we departed only 30 minutes late).

One British Midland charter flight en-route to Edinburgh and Aberdeen was diverted to Glasgow because British Midland needed the aircraft there!!!

The passengers were - for want of a better word - KIDNAPPED!

However, if the technical fault is serious, many airlines may call for a back-up plane. The problem is that most charter airlines do not have many planes, and may well not have a spare available, which can lead to lengthy waits in departure lounges (as well as a lot of angry passengers).

Following criticism from passengers, more charter airlines - for example, Airtours International, Britannia, JMC Air and Monarch Airlines are introducing spares: the larger the airline, the more likely there is to be one. But that did not prevent Thomson's Britannia's, poor performance in the punctuality league tables last summer.

Missed take-off slots are another major cause of delays, particularly at busy times. Often take-off slots are missed because the plane was delayed on a previous journey and has arrived late for your flight.

Another problem is absconding passengers: this can happen when flights have already been delayed and people who have checked in their luggage leave the airport to do some last-minute sightseeing. The plane may suddenly be allowed to take off, but cannot carry unaccompanied baggage for security reasons, so it must either wait for the passengers to return, or baggage handlers have to find and remove it, which can take a long time.

This situation also crops up when drunken passengers are not allowed on board; Ibiza airport suffers a lot from this on early-morning flights when revellers have only just returned from nightclubs.

Striking air traffic controllers can also cause delays. Unfortunately, there is nothing that can be done to avoid this if the strike is at your destination. However, if it is not, your flight may be rerouted.

Bad weather can, of course, be to blame. Fog and snow are the main worries at British airports, but tropical storms often cause hold-ups in the Far East and the United States.

Charter vs scheduled flights:

The main reason charter flights suffer from longer delays than scheduled flights is because they tend to pack in more rotations (round trips) each day. This means a delay earlier in the day has a knock-on effect on subsequent flights. For this reason, it is sensible to book an early-morning flight.

Charter airlines justify cramming in so many journeys on the grounds that it allows them to offer cut-price tickets - fewer rotations, they claim, would mean higher prices. But check advanced scheduled fares on long-haul flights first! Charter flight fares are often based on the scheduled equivalent and only come down a few weeks before departure.

A spokeswoman for Caledonian (Now JMC), which had a bad delay record last summer and was responsible for 400 passengers being delayed for 37 hours in Tel Aviv in January 1998, said: "We have made vast improvements, including providing a new back-up plane." - this was not available on a 24 hour delay at Cardiff airport in May 98'despite this assurance. :-(

Delayed flights: your rights (or lack of them):

Scheduled airlines are not legally obliged to compensate you for delays, or provide food, drink or accommodation. Most will, however, provide refreshments to calm passengers and many offer hotel accommodation for very long delays. If, following a long delay, you write to the airline explaining the inconvenience and costs you incurred, it may decide to give you compensation in the interests of good customer relations but it does not have to do so.

If you are on a charter flight, check the small print of your travel documents to see if your tour operator offers compensation. Many will pay about £20 a passenger for flights delayed more than 12 hours. Simply Travel is one of the most generous operators, paying £25 per person for delays of six to eight hours and up to £150 for delays of more than 18. Most charter airlines will also offer drinks, snacks and hotel rooms.

You can take an airline to the small claims court if you feel it has not done enough to prevent a delay. Passengers have made successful claims for spoilt holidays as well as loss of earnings (on return flights) and the signs are that judges are increasingly willing to rule in favour of passengers. Most travel insurance policies will also provide compensation but normally only £20-£25 for a flight delay of 12 hours or longer. The best policies offer up to £100.

Avoiding terminal boredom:

Listen to local radio, check Ceefax or Teletext for flight delay information and ring the airline 's airport office - that way you can sometimes avoid long airport waits by staying at home until the flight is closer to its delayed departure time. But in most cases, the airline will advise you to check in on time even if there is a delay - sometimes the aircraft can depart at short notice.

In case you get stuck in the departure lounge, carry a change of underwear, an extra jumper (airport air conditioning can be chilly) and a toothbrush and toothpaste in your hand luggage. Do not wear holiday outfits - you could be in for a cold night. Take plenty of books and magazines.

If travelling with young children, carry toys and books to keep them amused. Bringing your own food and drink can cut the cost of a delay. Airport catering prices can leave a big hole in your holiday money.!

Most British airports have plenty of activities to keep you busy during a long delay. But ask check-in staff whether there 's more to do landside or airside before going through passport control, as you're not allowed to come back through.

Glasgow Airport has computer games, a children's play area and bars and restaurants airside. During long delays, clowns and jugglers are drafted in and there are even plans for live jazz this summer. (Why BAA do not have these contingencies at Aberdeen, Edinburgh and elsewhere is a mystery).

Landside, Gatwick has Skyview, which has a cinema, Internet cafe and aircraft simulator. Heathrow has airside whisky tastings for adults and free colouring packs for children.

Further information:

The AUC has an advice line (020-7242 3882, open 2-5pm) and can recommend the best course of action if you are considering making a small claim. It also produces a free booklet called Flight Plan with practical advice on what to do if there is a delay. For a copy, write to: 5th Floor, Kingsway House, 103 Kingsway, London WC2 6QX.

Airport flight inquiry lines: