A passenger flying with Loganair from the Isle of Man to Edinburgh experienced a significant travel disruption in March when their return flight was cancelled, leaving them stranded in Birmingham. The incident, detailed by consumer champion Helen Crane, underscores passenger rights and airline responsibilities under UK261 regulations.

The passenger and their wife, traveling to visit a relative with cancer, had booked return flights with Loganair for £570. Upon arrival at the Isle of Man airport, their flight was initially delayed for two and a half hours before being cancelled. Loganair offered a replacement flight to Birmingham, with a promise of onward transport to Edinburgh.

However, upon landing in Birmingham, the passengers found no Loganair staff or arrangements for their journey home. Facing the prospect of being stranded, they booked an alternative Easyjet flight to Edinburgh for £269.94.

Passenger Rights Under UK261

UK261 regulations apply to flights departing from or arriving at a UK or EU airport, operated by a UK or EU-based airline. These rules mandate that airlines must provide care for passengers during significant delays, including food and drink vouchers and accommodation if an overnight stay is required. In the event of a cancellation, the airline is obligated to arrange alternative transport.

According to the Civil Aviation Authority, if an alternative flight with the same airline is not available promptly, or if other suitable modes of transport are available sooner, passengers may have the right to be booked onto that alternative transport. If the airline is unable to arrange care, passengers may make their own arrangements and claim reasonable costs back from the airline.

The Claim and Subsequent Delays

The passenger submitted a claim to Loganair on March 27th, seeking reimbursement for the Easyjet flights, as well as expenses for food and drinks incurred during the delays. The total claim amounted to £339.09, in addition to statutory compensation of £220 per person for the flight cancellation. Despite numerous attempts to follow up via phone and email throughout April, May, and June, the passenger received only automated acknowledgments and assurances of a backlog, with no resolution.

A letter to the chief executive of Loganair in June also went unanswered. After the passenger contacted Helen Crane, Loganair was approached. The airline initially declined to comment on the individual case but stated it would contact the passenger directly.

Resolution Offer

Following further communication from Crane, Loganair eventually offered the passenger and their wife either the statutory cancellation compensation totaling £440 or 28,500 Loganair loyalty points, convertible to Avios. This offer covers the out-of-pocket expenses of £339.09 plus an additional £100. Crane noted that while the statutory compensation is for inconvenience, she believed the airline should also reimburse the full cost of the Easyjet flights as part of its duty to transport the passengers to their final destination.