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  • Breadcrumb

    1. Home
    2. Government, citizens and rights
    3. Consumer advice
    4. Holidays and travel

    Delayed, cancelled or overbooked flights

    Millions of passengers travel through Northern Ireland’s airports every year. While most journeys are problem free, it’s important to know your rights if your flight is delayed, cancelled or overbooked. You may be entitled to compensation.

    What the law says

    The airline must look after you if your flight is delayed, cancelled or if you are denied boarding on an overbooked flight.

    If your journey is disrupted you may also be entitled to compensation.

    These rules apply when you travel on charter and scheduled flights within European Union countries, Switzerland, Norway and Iceland.

    When you check in at the airline desk, look for information about the airline's help policy for passengers on a delayed flight. If the information is not on display, ask the airline check-in clerk.

    Passengers with disabilities or reduced mobility are legally entitled to help from the airport and airline.

    Delayed or cancelled flight

    If your flight is delayed, cancelled or you are denied boarding you are entitled to help. This usually means food, drink, access to communication and overnight accommodation if needed. You may also be entitled to compensation. Find out more at the following link:

    • Air Passenger Rights

    Claiming compensation

    Whether your flight has been delayed, cancelled or overbooked the airline should give you written information about the rules for compensation and help.

    If you think that you are entitled to compensation you should contact your airline directly by letter or in an email telling them what went wrong and the amount of compensation you expect to receive.  

    If you are not satisfied with the outcome of the complaint you can contact the Consumer Council.

    • Sample complaint letters for goods and services
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    Holidays and travel

    • Booking a holiday
    • Damaged or lost luggage
    • Delayed, cancelled or overbooked flights
    • Making a complaint about air services
    • Your rights if an airline or travel company goes bust

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    Comments or queries about angling can be emailed to anglingcorrespondence@daera-ni.gov.uk 

    If you have a comment or query about benefits, you will need to contact the government department or agency which handles that benefit.  Contacts for common benefits are listed below.

    Carer's Allowance

    Call 0800 587 0912
    Email 
    dcs.incomingpostteamdhc2@nissa.gsi.gov.uk

    Discretionary support / Short-term benefit advance

    Call 0800 587 2750 
    Email 
    customerservice.unit@communities-ni.gov.uk

    Disability Living Allowance

    Call 0800 587 0912 
    Email dcs.incomingpostteamdhc2@nissa.gsi.gov.uk

    Employment and Support Allowance

    Call 0800 587 1377

    Jobseeker’s Allowance

    Contact your local Jobs & Benefits office

    Personal Independence Payment

    Call 0800 587 0932

    If your query is about another benefit, select ‘Other’ from the drop-down menu above.

    Comments or queries about the Blue Badge scheme can be emailed to bluebadges@infrastructure-ni.gov.uk or you can also call 0300 200 7818.

    For queries or advice about careers, contact the Careers Service.

    For queries or advice about Child Maintenance, contact the Child Maintenance Service.

    For queries or advice about claiming compensation due to a road problem, contact DFI Roads claim unit.

    If you can’t find the information you’re looking for in the Coronavirus (COVID-19) section, then for queries about:

    • Restrictions or regulations — contact the Department of Health
    • Travel advice (including self-isolation) — contact the Department of Health
    • Coronavirus (COVID-19) vaccinations — contact the Department of Health or Public Health Agency

    If your query is about another topic, select ‘Other’ from the drop-down menu above.

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      contact the Driver and Vehicle Licensing Agency (DVLA), Swansea
       
    • Driver licensing and tests, MOT and vehicle testing
      contact the Driver & Vehicle Agency (DVA), Northern Ireland

    If your query is about another topic, select ‘Other’ from the drop-down menu above.

    For queries about your identity check, email nida@nidirect.gov.uk.

     

    For queries or advice about passports, contact HM Passport Office.

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    For queries or advice about pensions, contact the Northern Ireland Pension Centre.

    If you wish to report a problem with a road or street you can do so online in this section.

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    For queries or advice about  60+ and Senior Citizen SmartPasses (which can be used to get concessionary travel on public transport), contact Smartpass - Translink.

    If you have a question about a government service or policy, you should contact the relevant government organisation directly.  We don't have access to information about you.

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