THOUSANDS of passengers are being caught out by “aircraft swaps” – and it isn’t a good thing.
Brits who book seats for their flight are finding that when they board their seat has changed or even disappeared at the last minute.
More travellers are experiencing different seats or downgrades to what they booked[/caption]
According to passenger rights company AirAdvisor, nearly 140,000 flights in the UK are impacted by an ‘equipment change’ each year, where the aircraft is changed right before departure.
As a result, passengers are losing their reserved seats, being downgraded or even missing their holiday as they face an overbooked flight when a smaller plane replaces a larger one.
‘Aircraft swaps’ and ‘equipment changes’ are becoming more common as airlines look to cut costs, cover technical issues or even respond to delays.
According to AirAdvisor, between one per cent and five per cent of passengers face aircraft changes within 24 to 48 hours before departure.
This rises to five per cent during peak periods, including on popular carriers such as British Airways and Lufthansa.
Budget airlines including Ryanair and easyJet aren’t exempt either, but are less impacted due to not using different sized aircraft.
Unfortunately, many passengers believe that their flight ticket will get them a specific plane or seat, but a ticket only guarantees travel between two points in a specific class (like economy, for example).
As such, it is a legal grey area with many passengers not knowing their rights.
Airlines currently don’t have to tell passengers that their seat or aircraft has changed, unless they are downgraded to a lower class.
This means that many passengers don’t get a warning in advance and are then thrown off guard when it comes to boarding their flight.
AirAdvisor added how some consumer associations are now calling for reform, such as making notifying passengers of changes mandatory, allowing passengers to accept or reject a different seat and automatic refunds when a passenger doesn’t get the seat or class they booked.
Current discussions of the UK261 – the UK’s air passenger rights regulation – could mean that passenger rights are changed, including the potential for airlines to reduce compensation obligations when there are delays or cancellations.
And aircraft swaps have not yet been discussed in regards to UK261.
With ongoing aircraft shortages such as Boeing delivery issues and upcoming strikes in some European countries like France, Spain and Italy, swaps could become more common as well.
For Brits, this could mean a higher risk of not getting their chosen seat, or finding out at the gate that their plane is actually smaller than expected.
Anton Radchenko, aviation expert and founder of AirAdvisor, said: “Aircraft swaps may sound like an internal airline decision, but for passengers, they can mean lost money, lost comfort, and even lost holidays.
Yet many passengers don’t know their rights in these situations[/caption]
“What many people don’t realise is that while a ticket guarantees travel in a class, it does not guarantee a particular seat or plane.
“That gap leaves thousands of UK passengers disappointed every year.”
He added that if you are downgraded on a flight, you are entitled to a partial reimbursement of your ticket.
And if you paid for a specific seat that ‘disappears’ due to the plane size changing, you can ask for a refund of the fee you paid.
Anton added: “In cases of denied boarding caused by a smaller plane, claim the fixed compensation you are owed under UK261.”
Under UK261, if you are placed in a lower class than booked, you are entitled to 30 to 75 per cent of your ticket price refunded, depending on the flight distance.
He continued: “My advice is simple: check your airline’s app and customer account in the 24 hours before departure, because swaps often show up there before alerts are sent.
Passengers may be entitled to a partial or full refund under UK261 guidelines[/caption]
“Document everything from screenshots, receipts, to boarding passes because evidence is key if you need to enforce your rights.
“And if you are assigned to an aircraft you’re not comfortable flying, act quickly: many airlines will rebook you as a goodwill gesture if you explain your concerns.
“Passengers who know their rights turn an unpleasant surprise into a manageable inconvenience, while those who do not often walk away with nothing.”
If you lose your paid-for seat, then you can claim a full refund of that fee if it is no longer available.
And if you did not pay for the seat, airlines can reassign you within the same class without compensation.
In the case of a smaller aircraft replacing a larger one, any passenger who is denied boarding due to overbooking is entitled to €250-€600 (£216.74-£520.18) compensation, plus rerouting or a refund.
Or perhaps you wanted to fly on a specific aircraft, but are reassigned to a different model.
Whilst airlines are not legally required to change your booking, some will rebook you as a gesture of goodwill – especially if you act quickly.
Flight compensation rules
A look at your rights if a flight is delayed or cancelled, when your entitled to compensation and if your travel insurance can cover the costs.
What are my rights if my flight is cancelled or delayed?
Under UK law, airlines have to provide compensation if your flight arrives at its destination more than three hours late.
If you’re flying to or from the UK, your airline must let you choose a refund or an alternative flight.
You will be able to get your money back for the part of your ticket that you haven’t used yet.
So if you booked a return flight and the outbound leg is cancelled, you can get the full cost of the return ticket refunded.
But if travelling is essential, then your airline has to find you an alternative flight. This could even be with another airline.
When am I not entitled to compensation?
The airline doesn’t have to give you a refund if the flight was cancelled due to reasons beyond their control, such as extreme weather.
Disruptions caused by things like extreme weather, airport or air traffic control employee strikes or other ‘extraordinary circumstances’ are not eligible for compensation.
Some airlines may stretch the definition of “extraordinary circumstances” but you can challenge them through the aviation regulator the Civil Aviation Authority (CAA).
Will my insurance cover me if my flight is cancelled?
If you can’t claim compensation directly through the airline, your travel insurance may refund you.
Policies vary so you should check the small print, but a delay of eight to 12 hours will normally mean you qualify for some money from your insurer.
Remember to get written confirmation of your delay from the airport as your insurer will need proof.
If your flight is cancelled entirely, you’re unlikely to be covered by your insurance.
New EU rules mean Brits will also now get less compensation if their flight is delayed.
Plus, these are the four times you won’t get any compensation for a cancelled flight.
AirAdvisor advises travellers to keep track of all changes to their flight prior to boarding[/caption]
