Ash cloud advice for stranded passengers
Updated on 19 April 2010
With restrictions on air travel extended again because of the dangers posed by the ash cloud drifting across Europe, here is what to do if you are stranded abroad or due to travel.
Know your rights
The European Union is encouraging stranded passengers to insist on their rights and the Foreign Office says it is working with the travel industry to give Britons up-to-date information.
The FO says that anyone hoping to travel should contact their airline before going to the airport.
The National Air Traffic Service (NATS) are constantly reviewing the restrictions in UK airspace. For the latest information on visit their website here.
Consular officials are helping with issues like visa problems and holidaymakers who have run out of money.
There is a special helpline for people in the UK who are worried about relatives or friends stranded abroad. It is 020 7008 0000.
See here for Foreign Office latest advice
Are you in Europe?
Anyone travelling from an airport within the EU - or with an EU airline - is entitled to a later flight, or a refund.
If you choose a later flight, you are entitled to help, including reasonable overnight accommodation and meals.
That might not guarantee you can stay in your existing accommodation - the FO says passengers should contact their airline to find out what is covered.
If there are no available hotel rooms and you manage to find your own alternative - it is worth trying to keep costs low and keep all receipts in case you need to make a future claim to the airline.
It is probably best to double-check any expenditure with them first.
Are you outside the EU?
Outside the EU - or on a non-EU airline - things get more complicated. Your rights depends on the individual airline's terms and conditions.
There are certain basic rights for passengers, outlined on the websites of the Air Transport Users Council, or the UK Civil Aviation Authority.
They say very few airlines will voluntarily pay compensation, although many will provide refreshments or overnight accommodation.
If you are on a package holiday, under EU rules the tour operator is responsible for getting people home as well as providing care and accommodation.
But if you booked flights and hotels separately you may end up losing out on the accommodation costs.
However, if paid with a credit card you may be able to make a separate claim.
Other travel options
Travellers who urgently need to return to the UK are advised to seek alternative travel plans.
Eurostar, Eurotunnel, cross-channel ferries and international coach companies are carrying more passengers than usual but limited space is still available on some carriers.
Passengers are advised to contact individual companies for the latest updates.
What about travel insurance?
Insurance policies may not cover disruption caused by volcanic eruptions and certainly any cover taken out since the volcano erupted will not apply.
Abta's website says it is important for passengers to contact their insurer to find out if they are covered.
On the plus side several major insurers, like Aviva, Natwest, HSBC and Direct Line say they will offer compensation under certain circumstances as a "goodwill gesture".
Check individual policies to find out if your insurer will pay out for a holiday which has been cancelled altogether.
Money & medicine worries
Anyone worried about their medication running out should see if it is available at a local chemist or see a local doctor or hospital. The British Embassy should help to find someone.
The embassy is also the place to turn if your visa is about to expire - but not if you are just running out of cash.
In this instance, get a friend or relative to transfer money to a local bank or post office.
