Thousands of passengers were left stranded at Heathrow Airport over the weekend after a sudden power outage triggered major disruption. Flights were grounded, terminals became overcrowded, and the incident affected an estimated 200,000 travellers across 1,300 flights.
While the airport has apologised for the inconvenience, questions are now being raised about whether Heathrow had proper contingency plans in place, and whether affected travellers are entitled to claim compensation under UK flight delay rules.
Here’s what we know so far – and what your rights are if you were caught up in the disruption.
[H2] What caused the Heathrow Airport delays?
On Friday 22 March, a power outage at Heathrow brought operations to a standstill. The disruption was caused by a fire at a nearby electrical substation. The chaos continued well into the weekend. Heathrow’s CEO described the outage as “as big as it gets for our airport,” admitting that “we cannot guard ourselves 100%” against all such incidents.
[H2] Passengers are not due flight delay compensation for ‘extraordinary circumstances’
Under UK law, passengers are normally entitled to compensation for flight delays or cancellations if:
- The flight was departing from a UK or EU airport, or arriving in the UK/EU on a UK/EU airline, and
- The delay was 3 hours or more.
However, airlines are not required to pay compensation if the delay was caused by ‘extraordinary circumstances’. That is, events outside their control that could not have been avoided even with all reasonable measures.
Examples of extraordinary circumstances include:
- Severe weather conditions
- Acts of terrorism or sabotage
- Security risks
- Political instability
- Strikes (not involving the airline’s employees)
- Hidden manufacturing defects impacting flight safety
- Any other situation deemed ‘extraordinary’ that could not have been avoided with reasonable measures
The airlines will argue the Heathrow outage falls under this exception. As such, passengers are not currently due compensation for the delay or cancellation of their flight.
Why contingency plans matter
The situation took a turn when National Grid pushed back on Heathrow’s version of events.
Speaking to the Financial Times, John Pettigrew, CEO of the National Grid, said the airport had access to power from other substations. This suggests it was the airport’s internal systems – not a shortage of supply – that caused the ongoing disruption.
When asked if she had full confidence in Heathrow’s leadership, Transport Secretary Heidi Alexander said it was a matter for the airport’s board to address. The Prime Minister said there were “questions that need to be answered” on how the incident occurred.
These developments raise serious concerns about Heathrow’s emergency preparedness. If the chaos was not entirely due to external events, but instead due to failures in the airport’s internal infrastructure, emergency protocols, or lack of redundancy systems, then passengers might yet have grounds for compensation, depending on how responsibility is ultimately allocated.
Airports are expected to maintain robust systems to respond to power failures and other emergencies. If investigations show that Heathrow could have prevented or mitigated the impact of the outage, legal responsibility could shift, and with it, passengers’ eligibility for compensation.
Think you may be owed compensation?
At this time, flight delay lawyers and consumer rights experts believe passengers are unlikely to receive compensation for this particular incident, as it is currently being treated as an extraordinary circumstance.
However, you still have rights.
If your flight was cancelled or delayed due to the Heathrow power outage:
- You are entitled to a refund for any part of the journey not completed.
- If you chose to continue your journey, the airline should have booked you on an alternative flight, at no extra cost.
- If you opted to wait for a new flight, the airline must have provided care and assistance – including meals, refreshments, and potentially hotel accommodation if an overnight stay was required.
- You may be entitled to a full refund under your travel insurance policy, depending on your coverage.
To make sure you get everything you are due, keep all receipts, booking details, and communication from the airline. These records will support your case whether you pursue a refund directly or through insurance.
Want to know more about your rights under UK flight delay rules?
Visit our Flight Delays Claim page to check your eligibility and understand what you’re entitled to.
Flight cancelled or delayed for 3+ hours? You could be due compensation!
Flight delays and cancellations can completely disrupt your travel plans, costing you time, money, and peace of mind. If your flight was delayed by more than three hours or cancelled altogether, you might be due compensation.
Under current UK and EU regulations, passengers who experience significant flight disruptions can claim up to £520 each, regardless of the ticket price. If you think you might be eligible, read on to find out how to start your claim.
What determines flight delay compensation?
If your flight arrives at its destination more than three hours late, you could be due between £220 and £520. The amount of compensation you’re entitled to depends on two key factors:
- The length of the delay: For delays of 3+ hours, you may be eligible for compensation. For delays of 4+ hours, the amount increases.
- The distance of the flight: Long-haul flights and international trips may be eligible for higher compensation amounts than shorter flights.
Can you claim compensation? Here’s what you need to know
Several criteria need to be met to qualify for flight delay compensation. First, your flight must either depart from or arrive at a UK or EU airport on a UK/EU airline. Additionally, the flight delay must be within the airline’s control—such as technical faults, scheduling errors, or issues with crew availability.
If you missed a connecting flight due to a delay or were denied boarding due to overbooking, you could also have a claim if this caused you to arrive at your final destination more than three hours late.
Common reasons airlines refuse to pay compensation
Certain situations are considered ‘extraordinary circumstances’. In such cases, airlines may not be obligated to pay compensation. These include severe weather, security threats, political unrest, or strikes not involving airline employees.
However, airlines cannot use minor technical issues or routine staff shortages as grounds for denying compensation. Even more complex disruptions, such as IT failures or unexpected maintenance issues, may not qualify as extraordinary if the airline could have prevented them with better planning. As long as the airline is responsible for the disruption, passengers have the right to claim compensation, even if the airline initially refuses.
How to start your delayed fight compensation claim?
Claiming compensation for a delayed or cancelled flight is simpler than you might think. Here’s a quick guide to get you started:
- Check your eligibility: Use our simple online checker to see if your flight disruption qualifies for compensation.
- Submit your claim: If eligible, we’ll connect you with experts specialising in flight delay claims. They’ll guide you through the process and ensure all the required information is collected.
- Relax and wait for your compensation: Flight delay experts will handle your claim. Thanks to their no-win, no-fee structure, you won’t pay any legal fees unless your claim is successful.
You can claim for flights that took place as long as six years ago in England and Wales (five years in Scotland).
Why it’s important to make a flight delay claim
Airlines must compensate passengers when flight disruptions occur under circumstances within their control. By making your claim, you hold airlines accountable and ensure you are compensated for the inconvenience caused. But many passengers miss out on the compensation they deserve—often because they are unaware of their rights, or because they find the DIY claim process too complicated.
Join the Claim makes claiming easy
At Join the Claim, we believe passengers deserve compensation for flight disruptions. We’ve partnered with experts who have helped claim over £79 million in compensation from airlines. With their no-win, no-fee service, if your claim doesn’t succeed, you don’t pay a penny.
Our quick online registration makes the process easy. And with experienced flight delay compensation specialists working on your behalf, you can expect professional, prompt service every step of the way.
Get the compensation you deserve
If your flight has been delayed for 3+ hours or was cancelled without sufficient notice, it’s time to take action. Check your flight today.
[Check Your Flight]
Was your flight disrupted due to the 2024 Microsoft Outage? Claim compensation for any flight delay of 3+ hours
In July 2024, thousands of UK passengers faced significant flight disruptions after a faulty Microsoft Windows update caused widespread chaos. Flights were delayed or cancelled, stranding holidaymakers and professionals alike.
If your flight has been delayed, you may be eligible for compensation, not just because of the Microsoft outage, but also due to EU and UK regulations that protect all passengers against delays of over three hours.
The impact of the Microsoft IT outage
The IT outage had a far-reaching effect on air travel:
- Massive disruptions across airlines: The faulty update led to a cascade of delays and cancellations, affecting connecting flights and leaving passengers stranded.
- Families’ summer holiday plans in disarray: Many travellers heading for their long-awaited summer vacations found themselves stuck at airports for hours, sometimes overnight, with little information on when their journeys would resume.
- Professionals facing critical delays: Many missed important meetings or events, potentially causing financial and reputational damage to businesses.
- Stress and uncertainty for passengers: Stranded travellers were left scrambling to rearrange accommodation, miss planned events, and incur additional costs, often unsure whether they would be reimbursed.
Can you claim compensation?
Under UK and EU law, if your flight was delayed by more than three hours or cancelled without sufficient notice, you may be entitled to compensation. This includes ANY flight delay of three or more hours, whether it was due to the Microsoft outage or other factors.
As long as the airline cannot prove that the delay was caused by extraordinary circumstances (e.g. severe weather or terrorism), you could be due compensation.
- If your flight was delayed for three or more hours or cancelled between Friday, July 19, and Sunday, July 21, due to the Microsoft outage, you may be due compensation.
- If your flight delay or cancellation occurred outside of this window, or for a different reason, you still likely qualify for compensation, provided your delay exceeded three hours.
Check your eligibility today!
Use our easy-to-use eligibility checker to see if you qualify for a NO-WIN, NO-FEE compensation claim. If eligible, we will connect you with a UK law firm handling claims related to flight delays and cancellations.
Don’t let airlines get away with denying your rights as a passenger! Take the first step today to get the compensation you deserve.
[Check Your Flight]
Have you had a flight delay compensation claim rejected due to ‘extraordinary circumstances’?
If your flight was delayed or cancelled for three or more hours, you may have heard airlines claim ‘extraordinary circumstances’ to absolve them from paying compensation. But what does this term mean, and how does it impact your right to compensation for any flight delay or cancellation?
What are ‘extraordinary circumstances’?
In flight compensation law, ‘extraordinary circumstances’ refer to events beyond the airline’s control that could not have been avoided even if the airline had taken all reasonable precautions. According to EU Regulation 261/2004, which remains in force in the UK post-Brexit, airlines are not required to compensate passengers if the delay or cancellation was due to:
- Severe weather conditions
- Acts of terrorism or sabotage
- Security risks
- Political instability
- Strikes (not involving the airline’s employees)
- Hidden manufacturing defects impacting flight safety
- Any other situation deemed ‘extraordinary’ that could not have been avoided with reasonable measures
This rule protects airlines from financial liability in genuinely uncontrollable situations. However, its application is often contentious, with airlines frequently invoking this defence to avoid paying compensation.
The British Airways case: a game-changer for passengers
In a landmark case, British Airways (BA) tried to use ‘extraordinary circumstances’ to avoid compensating passengers for a flight delay due to pilot illness, arguing it was beyond their control. The case went to the Supreme Court, which ruled in favour of passengers. The court found that BA should have had contingency plans to manage foreseeable issues like staff illness.
This ruling has major implications for passengers:
- Airlines must prove they took all reasonable steps to avoid or minimise disruption, even in challenging situations.
- Contingency planning is now seen as a crucial factor in assessing whether an event was truly ‘extraordinary.’
- Passengers are in a stronger position to claim compensation when airlines fail to adequately prepare for disruptions.
- It is now easier to challenge compensation refusals based on the ‘extraordinary circumstances’ defence.
The Microsoft IT outage flight delay case
In July 2024, a Microsoft Windows/CrowdStrike IT outage caused chaos for thousands of flights. This is a prime example of airlines attempting to use ‘extraordinary circumstances’ to avoid paying compensation. However, legal experts believe that the BA case sets a precedent that could work in passengers’ favour. If the airlines did not take all reasonable measures to prevent or minimise the impact of the outage, passengers could argue the disruption was avoidable, and compensation should be paid.
What this means for all flight delays of 3+ hours
Passengers should not automatically accept ‘extraordinary circumstances’ as a valid reason for denied compensation. Whether an IT failure, staff shortages, or any other cause of delay or cancellation, airlines must prove they did everything they could to avoid the disruption.
If your flight was delayed for more than three hours, you may be eligible for compensation, regardless of whether the airline claims extraordinary circumstances. If you have had a compensation claim rejected on this basis, we might be able to help.
Are you eligible for flight delay compensation?
You could be entitled to compensation if your flight was cancelled or delayed for more than three hours. The law is on your side, and airlines cannot use ‘extraordinary circumstances’ as a blanket defence without scrutiny.
Use our simple eligibility checker to see if you qualify for compensation. If you do, we’ll connect you with a UK law firm that can help you pursue your claim on a NO-WIN, NO-FEE basis.
Was your flight disrupted due to the Microsoft outage in July 2024?
In July 2024, thousands of UK passengers experienced flight cancellations or delays after a faulty Microsoft Windows update from cyber-security firm CrowdStrike wreaked havoc. If your flight was disrupted, join the claim and get the justice and compensation you deserve.
The impact of the IT outage:
- Airlines experienced significant disruptions. This led to a cascade of delays and cancellations affecting connecting flights and stranding passengers in various parts of the world.
- Many passengers were heading for summer holidays. Families found themselves stuck at airports for hours, sometimes overnight, with little information about when they might continue their journeys.
- Professionals on tight schedules missed important meetings and events, potentially causing financial and reputational damage to businesses.
- The uncertainty and stress of being stranded took a toll on passengers, many of whom had to rearrange accommodation, miss events, or face additional costs without knowing if they would be reimbursed.
Despite regulations entitling passengers to compensation for such disruptions, most UK airlines are refusing to pay out, citing ‘extraordinary circumstances’ beyond their control.
The Airlines’ defence and why it doesn’t hold up
Current rules do allow airlines to avoid compensation in cases of severe weather conditions, acts of terrorism, security risks, and other uncontrollable events. However, the IT outage raises questions about the airlines’ resilience planning. Modern organisations are expected to have contingency plans to prevent service disruptions due to IT problems. If the airlines lacked these measures, they should be held accountable and compensate affected passengers.
Are you eligible for compensation?
If your flight was cancelled or delayed for more than three hours between Friday, July 19, and Sunday, July 21, you could be due compensation.
To find out if you qualify for a NO-WIN, NO-FEE compensation claim, use our easy-to-use eligibility checker. If eligible, register your interest, and we’ll connect you with a UK law firm handling a Microsoft flight delay/cancellation group action.
Check your eligibility today and take the first step toward getting the compensation you deserve.
Understanding ‘extraordinary circumstances’ in Microsoft Flight delay compensation case
If you experienced a flight delay or cancellation due to the recent Microsoft Windows/CrowdStrike outage, you might have heard airlines citing ‘extraordinary circumstances’ as the reason why they can’t pay you compensation.
But what does this term really mean, and how does it affect your right to compensation?
Recent developments, including a landmark case against British Airways, are challenging the airlines’ frequent use of this defence. Here’s a quick look at the ‘extraordinary circumstances’ rule, and what it could mean for you if your flight was disrupted.
What are ‘extraordinary circumstances’?
In the context of flight compensation, ‘extraordinary circumstances’ refer to situations beyond the control of the airline that prevent a flight from departing as scheduled. According to EU Regulation 261/2004, which is still applicable in the UK post-Brexit, airlines are not obligated to pay compensation if the delay or cancellation was caused by:
- Severe weather conditions
- Acts of terrorism
- Security risks
- Political instability
- Strikes (not related to the airline’s own employees)
- Hidden manufacturing defects affecting flight safety
- Any other extraordinary circumstances which could not have been avoided even if all reasonable measures had been taken.
This rule is designed to protect airlines from financial liabilities in genuinely uncontrollable situations. However, its application has often been contentious.
The British Airways case: a turning point
After a British Airways flight was delayed due to pilot illness, BA claimed ‘extraordinary circumstances’ to avoid compensation, arguing the situation was beyond their control. A legal case for compensation went all the way to the Supreme Court, which ruled in favour of passengers, stating that BA should have had contingency plans in place to manage such foreseeable issues. This ruling established a precedent, so even when ‘extraordinary circumstances’ are claimed, airlines must demonstrate they took all reasonable measures to prevent or mitigate the disruption.
The BA case has significant implications for passengers:
- Airlines can no longer broadly apply the ‘extraordinary circumstances’ defence without scrutiny. They must show evidence of reasonable measures and resilience planning.
- Passengers have a stronger position when claiming compensation for delays and cancellations. The case reinforces the idea that airlines must be prepared for disruptions.
- This case serves as a legal benchmark for future claims, making it easier for passengers to challenge airlines that refuse compensation under dubious claims of ‘extraordinary circumstances.’
Applying this precedent to the Microsoft IT outage
After the July 2024 Microsoft IT outage disrupted thousands of flights worldwide, airlines quickly cited ‘extraordinary circumstances’ to avoid compensation. However, the precedent set by the pilot illness case suggests they could still be held accountable if they failed to take reasonable preventative measures.
Modern organisations are expected to have robust IT resilience plans. The failure to mitigate the impact of the software update points to a lack of adequate planning and preparedness. Therefore, affected passengers could argue that the airlines should compensate them, as the disruption could have been managed better with proper foresight.
Are you eligible for compensation?
If your flight was cancelled or delayed for more than three hours between July 19 and July 21, 2024, due to the Microsoft IT outage, you could be due compensation.
Use our easy-to-use eligibility checker to find out instantly. If you qualify, you can register your interest, and we’ll connect you with a UK law firm handling a Microsoft flight delay and cancellation group action.
