Passengers face limited compensation options after disruptions at Stansted and Heathrow airports
A fire in a Stansted departure lounge closed the terminal, forcing passengers to wait outside for nearly two hours before security reopened and an empty flight still departed to maintain schedules. Many passengers were rebooked for the following day, incurring additional costs such as a train journey home and a taxi back to the airport, totaling over £100 out of pocket. Stansted Airport stated the incident was beyond its control and that decisions regarding flight departures rest with the airlines.
Separately, a previous incident at Heathrow Airport involved a botched software upgrade to traffic lights that closed the road tunnel to Terminals 2 and 3, causing severe congestion. Passengers also endured escalator outages, were kettled on the forecourt for over an hour, and suffered from a lack of clear information from staff during the disruption. A couple, for example, missed their Turkish holiday after failing to secure a suitable alternative flight and were denied compensation by Heathrow.
UK261 regulations hold airlines responsible for flight disruptions but do not cover airports for issues caused by airport infrastructure problems, limiting passengers' ability to claim costs when unable to reach the departure gate. A consumer rights solicitor highlighted a legal gap that leaves passengers with limited recourse in such situations. Travel insurance may provide some support, but often with restrictive terms.
Stansted advised affected passengers to claim compensation from the airline or through their insurer, while Heathrow described the tunnel closure as temporary and said contingencies were in place to minimize passenger delays.
