A couple returning to Edinburgh from the Isle of Man were left stranded in Birmingham after their Loganair flight was cancelled, prompting a consumer rights investigation and a subsequent compensation offer.
The passengers had booked a return flight with Loganair costing £570. After a two-and-a-half-hour delay, their flight was cancelled. Loganair offered a replacement flight to Birmingham, promising onward transport to Edinburgh. However, upon arrival in Birmingham, no Loganair staff were present to arrange the promised onward travel.
Facing uncertainty and with one passenger having mobility issues, the couple booked an EasyJet flight to Edinburgh for £269.94, hoping Loganair would reimburse them. They also sought reimbursement for expenses incurred at the Isle of Man and Birmingham airports.
Under UK261 regulations, airlines are obligated to provide care and alternative transport or flights in cases of cancellation, unless due to exceptional circumstances. This includes accommodation and refreshments during delays and arranging alternative travel if a flight is cancelled. If an airline fails to provide this care, passengers may make their own arrangements and claim costs back.
The couple submitted a claim for £339.09, encompassing the EasyJet flight and other expenses, along with £220 each in statutory compensation for the cancellation. Despite repeated attempts to contact Loganair via phone, email, and a letter to the chief executive, they received no substantive response beyond an automated acknowledgement.
After consumer champion Helen Crane of This is Money contacted Loganair on their behalf, the airline offered compensation. The offer included either a total of £440 in cash (£220 per person) or 28,500 Loganair loyalty points, which can be converted to Avios. This compensation covers the £339.09 the couple spent on the EasyJet flights and other expenses, with an additional £100.
While the compensation addresses their out-of-pocket expenses and provides statutory recompense, the consumer champion noted that the airline's duty to provide transport meant the £269.94 spent on the EasyJet flights should have been directly reimbursed as part of that obligation. Loganair declined to comment on the specific case but stated they would contact the passengers directly to resolve the matter. The passengers are reportedly considering accepting the loyalty points, which could potentially hold more value than the cash offer depending on their future use.