Public Servant Lifestyle

Practical advice to help you on your trip, courtesy of the Air Transport Users Council.

You're at the airport, ready to jet off on a business trip, or a well-earned holiday break. But have you properly prepared for your journey? Have you got all the right documents? Would you know what to do if, heaven forbid, something goes wrong?

The Air Transport Users Council (AUC) - the consumer body set up by the Civil Aviation Authority as a consumer watchdog for the UK airline industry - offers some practical advice and guidance.

What Documents Will I Need?

It is your responsibility to make sure you have all the travel documents you need; such as passports, visas, or inoculation certificates.

If you do not have the right documentation, you could be barred from getting on the plane - and you may not be entitled to a refund, or travel on a future flight. Or, if you manage to board the plane, you may be refused entry into the country, when you arrive at your destination, and be flown straight back. If so, you will not be entitled to a refund from the airline.

Ask the embassy, high commission or consulate of the country you will be visiting what travel documents you will need. If you don't need a visa, ask if you need to have a minimum period left to run on your passport.

Getting There

Before the day of travel, make sure you know the latest check-in time for the flight. This will usually be printed on an 'itinerary', which you will be given with your ticket. But if it is not, or you are not given a printed itinerary, ask the travel agent or the airline.

Remember that the check-in time is the latest time for getting to the check-in desk, not for joining the back of the queue. If you miss the check-in deadline, your place on the plane may go to someone on the waiting list, and you will have no claim against the airline

Checking In

Allow plenty of time to get to the airport, especially if you need to park a car, and to find your way to the airline check-in desk.

Checking in for a flight is a bore. But play by the rules, and be patient. Remember that even if you have already made a request for a particular seat, the airline will not guarantee to give it to you. So whether you have already requested a seat or not, the earlier you check in, the more likely you are to get the seat you want.

You will usually be asked some questions about your luggage. These are security checks, and you should answer the questions carefully.

Before you leave, the check-in desk you will be given a boarding card. This will give your seat number, and tell you which gate to go to board your flight.

You will need this card to get through passport control, and to claim your allocated seat on the plane. (Occasionally, you will be told at check-in that there is no seat allocation, and that you can sit where you like. This is perfectly legal).

Keep your passport and boarding card handy. You may have to show them several times, before you get on the plane. At the main security checkpoints, before departure your hand luggage will be checked. You will walk through a security gate, and you may be frisked. These checks are to protect everyone.

At busy times, there may well be long queues at the security cheeks, so allow yourself plenty of time. Co-operate with the security staff, and don't make jokes about the bomb in your suitcase - what you say will be taken seriously, may delay you, and hundreds of others, and might even get you arrested.

Once you have passed these checks, you will not be allowed back to the airport reception area.

Departure Lounge

After you have checked-in, and passed through security and passport control, you will arrive in the departure lounge.

Remember that some airports do not announce flight departures over the public address system. Look for, and keep an eye on, the flight indicator boards (usually banks of television screens nowadays). These will tell you when to go to the gate for boarding - it's your responsibility to get there on time.

In most departure lounges, there are cafes and bars. Beware of drinking too much, whilst you wait for your flight. Captains have the right to stop you getting on the plane, if they think you're drunk. They will stamp 'Refused Boarding' on your ticket, and you will probably find that other airlines will also refuse to carry you. You will not be entitled to a refund.

And remember that it takes less alcohol to make you drunk when you're flying, because of the pressurisation of the aircraft. If you overdo it, it won't just be jet lag you have to cope with at the other end.

Baggage

What Is My Baggage Allowance?

- When you book your ticket, ask what your free baggage allowance will be.

- For most flights, you will have an allowance for your main luggage that you hand over at check-in. (This is your 'hold' or' checked-in' baggage).

- You will also have a separate allowance for luggage you can take into the aircraft cabin with you (your 'cabin' or 'hand' baggage).

- For safety reasons (e.g. during turbulence), your hand luggage must be small and light enough to fit under the seat in front of you. or in the overhead locker.

What Are Excess Baggage Charges?

Stick To Your Allowances

Airlines can charge for excess baggage. The charges are high.

If you know you are not going to be able to keep your packing within your allowance, call the airline before you leave for the airport, to see if they can make a special arrangement. Ask what it will cost. If you know well in advance that you will be taking a lot more than your allowance, you might wish to consider sending the extra separately by air freight.

If you are taking a series of flights, ask about the allowances for each flight. Allowances can vary. For example, sometimes the allowance is by weight, sometimes by number, and size of bags. And, remember that if the first airline does not charge you for excess baggage, there is no guarantee that the others won't.

Advice About Packing

Think About What You Are Packing in Your Hold Luggage.

Once you hand it over at check-in, you will not see it again until you arrive at the other end. Don't pack things you will need again before or during the flight - such as medicines, or baby food. Keep them with you in your hand baggage, and take some extra in case of delays.

Don't Pack Your Passport or House Keys.

Don't pack cash, valuables, fragile, or perishable items in your luggage. Airlines will not accept liability for them, if you do. Nor will insurance companies.

For security reasons, your luggage will usually be X-rayed, and if it contains electrical equipment, it may also have to be searched by hand. So, ideally, pack any electrical equipment in your hand luggage, and declare it at check-in.

There will be some things that you will not be allowed to take with you because they are classified as 'dangerous goods'. Or they might be considered a security risk. Examples of the things you should not take with you will be listed in your ticket folder. Some are obvious, but some may not be; you can always check with the airline or with the Civil Aviation Authority (CAA) if you are not sure.

The CAA contact point is:CAA Dangerous Goods Office, Aviation House, Gatwick Airport SouthWest, Sussex RH6 0YR (telephone: 01293 573800).

Make sure your bags are strong, and in good condition. For hold luggage, lock the bags, and put a strap around them.

Your Luggage Receipt

When you check in, your luggage you should be given a receipt for each bag.

The receipts are the sticky labels that the check-in staff stick to your ticket folder. Keep them safe. You will need them if your bag goes missing, and you need to make a claim against the airline.

What Insurance Does a Passenger Have?

For international air travel, there is an international agreement called the Warsaw Convention, which sets out airlines' liabilities for passengers and their luggage. Similar legislation applies to domestic air travel, in most countries.

The important thing to know about the Convention is that, for most circumstances, it limits the maximum amount of compensation an airline has to pay, when something goes wrong.

The limit for death or injury varies widely, but in some parts of the world it can be as low as US$10,000.

The limits are under international review, and some important changes are under way. But, for the time being, our best advice is to make sure that you and your luggage will be adequately insured, while you are travelling.

What Should I Do If My Luggage Is Lost or Damaged?

If your checked-in luggage does not arrive at the other end, or if it turns up damaged, you must report it to airline staff, or a customer services desk, before you leave the luggage collection area.

You should be given a special form called a Property Irregularity Report (or 'PIR'). Fill in the PIR on the spot, and ask for a copy for yourself. You will need this - together with the baggage receipt you were given at check-in - if you later want to claim compensation from the airline, or from your travel insurance.

It is important to remember that a PIR does not count as a claim against the airline. You must still make your claim in writing, within seven days.

Most lost bags turn up, within a day or so. The airline will usually be able to tell you very quickly where it has gone, and when it will catch up with you.

If your baggage goes astray on the outward journey, most airlines will usually give you some cash for immediate supplies. But you might have to ask for it. Or they will tell you to go out and buy your supplies, and refund you the money, in return for the receipts. Make sure you agree a spending limit, before you start to shop.

On a homebound journey you will not get anything immediately, because the airline will assume you have everything you need at home.

The airline should contact you when your bag turns up, but don't be afraid to call them, to check on progress in tracing it. When they find it, they should deliver it to you, at their expense.

If your bag is lost for good, you might have to wait for anything up to two months, before the airline will admit that it is, and before they will begin to look at your claim for compensation. If they have given you cash to buy emergency supplies, they may deduct the sum from the compensation due to you.

Can I Get Compensation?

The important thing to know about the Warsaw Convention is that, for most circumstances, it limits the maximum amount of compensation an airline has to pay, when something goes wrong.

The limit for baggage is based on weight - regardless of the value of individual items in your luggage. It varies in £ sterling terms, because of exchange rate fluctuations. If, for example, it was about £14 per kilo, this means that an airline's maximum liability for your luggage in the event of damage, delay or loss would be £14 multiplied by the weight in kilos of the bag(s) in question.

Health and Safety

Is Alcohol a Problem?

In most departure lounges, there are cafes and bars.

Beware of drinking too much, whilst you wait for your flight. Captains have the right to stop you getting on the plane, if they think you're drunk. They will stamp 'Refused Boarding' on your ticket, and you will probably find that other airlines will also refuse to carry you. You will not be entitled to a refund.

And remember that it takes less alcohol to make you drunk when you're flying, because of the pressurisation of the aircraft. If you overdo it, it won't just be jet lag you have to cope with at the other end.

Pre-Flight Safety Briefing

Before you take off, you will be given a safety briefing.

This will be either a demonstration by the cabin crew, or a video. Pay attention, even if you have travelled by air many times before - even two aircraft of the same type might be laid out differently. Read the safety card that will be in the pocket on the back of the seat in front of you. And work out where your nearest emergency exit is.

Safety In Flight

You must keep your seat belt fastened, when the pilot tells you to.

He will certainly tell you to do so for take-off and landing. And he may tell you to fasten your belts, during the flight, if he expects it to be a bit bumpy, because of the weather. It is in your interest to fasten your belt when told to do so, to avoid the possibility of injury both to yourself, and your fellow passengers.

Many airlines advise their passengers to keep their seat belts loosely fastened at all times. We think this is good advice.

Also for safety reasons (e.g. during turbulence), your hand luggage must be small and light enough to fit under the seat in front of you, or in the overhead locker.

After landing, stay in your seat, with your seat belt fastened, until the plane has come to a standstill, and the doors have been opened.

Health Advice

The Department of Health issues a free booklet Health Advice for Travellers, which gives information about inoculations, and other health precautions. It also explains how to get your E111 form, with which you can reclaim the cost of emergency medical treatment, while in another EU country. For a copy, telephone 0800 555777, or contact your local Post Office.

If you have any concerns about your fitness to fly, talk to your doctor, before you book your flight. (If you are pregnant, you should talk to your doctor, and the airline. Most airlines will not carry you when you are over 28 weeks into your pregnancy - the number of weeks can vary, between carriers. And remember to take account of the stage you will be at, when you are due to fly home).

In-Flight Services

I Wish to Smoke

More and more airlines are offering all no-smoking flights.

Indeed, on some routes, all services on all airlines are no-smoking. The airlines say that this is what the majority of their passengers want. Sometimes, however, the smoking ban is to comply with national law.

If it is important to you that you smoke, ask the travel agent or airline about the rules for the flight, on which you plan to travel.

I Can't Stand Smoke

If it is important to you that you avoid cigarette smoke, ask the travel agent or airline about the rules for the flight on which you plan to travel.

On flights where there are both smoking and no-smoking areas, airlines do not have to guarantee you a seat in the area of your choice (except for US airlines, which are required to guarantee a no-smoking seat, for all passengers who want one). Ask if you can make an advance seating request, when you book.

Food and Drink

There are no regulations to say that airlines must give their passengers food or drink, or to say what they must provide when they do. Most airlines do give refreshments though, on all but the shortest routes.

If you have special dietary requirements, ask before you book if the airline can provide the meal you want. Ask if you will have to pay extra for it. And, order it in advance: if you wait until you check in, you will probably be disappointed.

If you are diabetic, it is a good idea to have some food with you, in case there is a problem with the meal you ordered, or there is a delay in the meal service.

Many airlines provide free soft drinks. Some also provide free alcoholic drinks - but check before you book if that is likely to influence your choice of airline.

In most departure lounges, there are cafes and bars. Beware of drinking too much whilst you wait for your flight. Captains have the right to stop you getting on the plane, if they think you're drunk. They will stamp 'Refused Boarding' on your ticket, and you will probably find that other airlines will also refuse to carry you. You will not be entitled to a refund.

And remember that it takes less alcohol to make you drunk, when you're flying, because of the pressurisation of the aircraft. If you overdo it, it won't just be jet lag you have to cope with at the other end.Some airlines do not provide alcohol at all - usually for religious reasons.

Insurance

What Insurance Does a Passenger Have?

For international air travel, there is an international agreement called the Warsaw Convention, which sets out airlines' liabilities for passengers, and their luggage. Similar legislation applies to domestic air travel in most countries.

The important thing to know about the Convention is that, for most circumstances, it limits the maximum amount of compensation an airline has to pay, when something goes wrong.

The limit for death or injury varies widely, but in some parts of the world it can be as low as US$10,000.

The limits are under international review. But, for the time being, our best advice is to make sure that you and your luggage will be adequately insured while you are travelling.

Recommendations

Here are a few tips on insurance:

- When you book a package holiday, you will be required to take out insurance. You do not usually have to buy the insurance offered by the tour operator - unless it is a condition for getting a discount on the holiday - but you will need to show that you have arranged equivalent cover yourself.

- If you are travelling independently, it is up to you whether you take out insurance. Check your life insurance and home contents policies, to see if they cover you and your luggage for the type of trip you are planning.

- If you are arranging your own travel insurance, shop around, because the cost and cover can vary enormously. Ask about exclusions, before you buy a particular policy.

- If you pay for your ticket by credit or charge card, you may get travel insurance automatically - but it could be very limited. Check what is covered, and the amount, with the card company.

- If you travel more than a few times a year, it may work out cheaper to buy an annual travel policy. The cost and cover of these can vary a great deal, so shop around.

- Avoid policies that exclude cover for when you and your luggage are under the care of an airline.

The Department of Health issues a free booklet Health Advice for Travellers which gives information about inoculations, and other health precautions. It also explains how to get your E111 form, with which you can reclaim the cost of emergency medical treatment, while in another EU country. For a copy, telephone 0800 555777, or contact your local Post Office. The scope of cover provided by the E111 is limited. Travel insurance is a much better bet for making sure that you don't end up out of pocket, if you need medical treatment abroad.

The Warsaw Convention governs airlines' liability for lost, damaged or delayed baggage.

The limit for baggage is based on weight - regardless of the value of individual items in your luggage. It varies in £ sterling terms, because of exchange rate fluctuations. If, for example,it was about £14 per kilo, this means that an airline's maximum liability for your luggage in the event of damage, delay or loss would be £14, multiplied by the weight in kilos of the bag(s) in question.

Is My Fare Money Safe?

You will always have to pay for flights in advance, so you will want to know that your money is safe. This section tells you what you need to know, to make sure that you don't lose money, if a company goes bust.

Air Travel Organisers' Licences (ATOLs) are issued by the Civil Aviation Authority, and are a legal requirement, for firms selling air travel.

The ATOL rules mean that your money will - usually - be protected when a company fails.

The only exceptions to this cover are if a scheduled airline goes bust and if you:

- Bought your ticket direct from an airline.

- Were given a scheduled ticket by a travel agent at the time you made your payment (because an ATOL is not required for either of these two types of transaction).

This is only a very brief summary of the ATOL scheme. It is worth finding out more about it. You can get a leaflet from the Civil Aviation Authority, Air Travel Organisers' Licensing, CAA House, 45-59 Kingsway, London WC2B 6TE (telephone: 020 7832 5620, or 020 7832 6600).

What If The Airline Fails?

If your scheduled ticket is not covered by the ATOL scheme (that is, if you buy your ticket directly from an airline, of if an agent gives you a ticket immediately on payment) you may wish to consider other ways of ensuring your money is protected if the airline fails.

You can protect your money, by buying a travel insurance policy that includes cover for scheduled airline failure (not all policies do). Or, if you use a credit card, you may be able to claim your money back from the credit card company (provided you spent more than £100).

Special Needs

I May Need Special Facilities - What Should I Do?

If you are likely to have any needs for which you think an airline might have to make special arrangements, you must discuss them with the airline or travel agent, as soon as you start to plan your trip.

You may find that your choice of airline will have to be based on which one can best meet your particular needs. And, before you book, ask if the airline is going to charge extra, for any special services it has agreed to provide for you.

Examples of the sorts of needs for which airlines might have to make special arrangements for, include:

- You are physically disabled, and may need help getting around airport terminals, on and off the plane, or moving around inside the cabin.

- You will be travelling with babies, or very young children (particularly if you will need a cot).

- You are buying a ticket for an unaccompanied minor (you will need to check the age limit with the airline concerned).

- You have special dietary needs.

This list is only a sample. If you are not sure whether your particular requirements fit into the category of 'special needs', ask the airline or the travel agent.

Organisations That May Be Able To Offer Help

These include:

Disabled Living Foundation
380-384 Harrow Road
London W9 2HU
Telephone: 0207 289 6111.
Produces 'Flying High- a practical guide to air travel for elderly people and people with disabilities'.

Royal Association for Disability and Rehabilitation (RADAR)
12 City Forum
250 City Road
London EC1V 8AF
Telephone: 0207 250 3222.
Produces 'Access to Air Travel - a guide for people with Reduced Mobility'.

Royal National Institute for the Blind
224 Great Portland Street
London W1N 6AA
Telephone: 0207 388 1266.
Produces a free cassette called Plane Easy

Royal National Institute for Deaf People
19-23 Featherstone Street
London EC1Y 8SL
Telephone: 0207 296 8000.

Tripscope
The Courtyard
Evelyn Road
London W4 5JL
Tel: 0208 994 9294.
Provides advice and information on travel arrangements and journey planning.

Holiday Care Services
2nd Floor, Imperial Buildings
Victoria Road
Horley RH6 7PZ
Telephone: 01293 774535.

Passenger Relations
Public Affairs
Heathrow Airport Ltd
Heathrow Point
234 Bath Road
Harlington
Middlesex UB3 5AP.
Provides information fact sheets about travel within the UK and overseas for elderly and disabled people.

Tickets

Before Buying a Ticket

When you shop around for your ticket, the following questions should help you get the ticket you need:

1. Will the fare be different if: I fly on a different day?/I fly on a different flight on the same day?/I stay away a Saturday night?

2. Is this a confirmed reservation?

3. Will I be able to change my reservation, if I need to?

4. Will I get my money back, if I cancel?

5. Is it a non-stop flight?

6. Is it a no-smoking flight?

7. Can the airline accommodate my special needs?

8. What is my baggage allowance?


Does It Matter When I Travel?

On many routes, the price you have to pay will depend on when you want to travel.

There can be big variations in prices for different seasons, and smaller variations for different days of the week, or even different times of day. If you can be flexible about your travel plans, you may find that you can save quite a bit on the fare.

What's The Difference Between Scheduled and Chartered Flights?

There are basically two types of flight to choose from - scheduled or charter.

If you decide to travel with a scheduled airline, you will usually be able to choose from a range of different fares. Like charter flights, the fares vary according to the time of year or day of the week, but there are usually also many different fares for travel on any one service.

There are different conditions attached to each type of scheduled fare. The following paragraphs, and the checklist should help you to make sure you get the fare you need.

The most expensive fare (or 'full fare') will usually be what is known as 'fully flexible'. These fares allow you to change your reservation, without any extra charge, or to cancel and get your money back. You may also be able to use the ticket on another airline. (This is what is meant by 'endorseable').

Totally Restricted

The cheapest fares are often totally restricted. You might not be able to change the reservation, even if you are prepared to pay. You will not be able to switch your reservation to another airline. And you will not get your money back, if you cancel.

Between the most expensive and the cheapest fares, there will often be many others to choose from. As a broad guide, the lower the fare, the less flexibility you will have to make changes. Most of the cheaper return fares require you to stay a Saturday night.

If you are travelling independently (as opposed to a package, for which the flights have been prearranged) you may find that your cheapest option is to buy a 'seat-only' ticket on a charter flight. But you will usually also have the option to buy a ticket for travel on a scheduled flight, and the greater choice and comfort that goes with it.

For some trips, you may wish to buy a return ticket, but not actually decide, until later, the date you want to return. If so, ask if you can have an 'open date return' ticket (the answer may be 'no', if you have also asked for the cheapest fare).

If you buy an open date return ticket, be aware that you may not get a seat on the return flight of your choice: it might be full. If you must keep your return date open, try to make your return reservation as soon as possible. Or, consider pre-booking your return, but paying extra for a ticket which will allow you to change your return reservation, if you need to, or which you could use to travel with another airline.

"Seat Only"

If you are confused about all this, ask your travel agent. Or call the Air Transport Users Council. Either way, find out before you buy your ticket.

Fares for charter 'seat-only' tickets vary, depending on the time of year, on the day of the week, or even the time of day of the flight.

But there will usually only be one price for a particular flight, except for last minute seat sales. This is because all seats on charter flights are sold on a 'use it, or lose it' basis. You commit yourself to the flight, and if you decide not to travel, you cannot claim your money back from the airline or tour operator.

Finally, remember that airline tickets are 'non-transferable' - you are not allowed to give your ticket to someone else, if you cannot use it.

Standards of service vary a great deal for both charter and scheduled flights, depending on the airline.

Charter flights are generally cheaper because:

- You have less choice as to when you can travel (for example, you may have to fly in the middle of the night).

- The planes carry more passengers (to keep the prices down) so you have less leg room.

- In-flight service will generally be less generous (though the quality of what you get can be very good).

- The booking conditions allow the operator to make changes to your flight, even right up to the last minute.

Another difference is that when you fly on a charter flight, your contract is not with the airline itself, but with the tour operator who 'chartered' your seat. (This difference is only of any real importance if something goes wrong, and you need to make a claim for redress).

If you are on a package holiday, you may have no choice as to which airline you fly with. Often, however, you will have a choice between a basic package based on a charter flight, or paying a supplement to fly on a scheduled service

What Difference Does The Route Make?

For long journeys, you may have many airlines to choose from. There can be big differences in their fares. Very often, the cheapest deals will involve a number of stops or a change of plane, or both.

When you are deciding between airlines, remember that 'direct' does not necessarily mean 'non-stop'. On a direct flight, you should not have to change planes. But the plane may well stop to pick up fuel or other passengers. So the journey might be much longer than on a non-stop flight.

Sometimes, you will be offered a route where you will have to change planes. This is a connecting service. If you are offered a reservation on such a service, check with the airline, or travel agent, that you will have enough time to make the connection between your flights.

If you are thinking about buying a ticket for a connecting service which involves an overnight stop, ask whether hotel accommodation and transport between the hotel and the airport is included in the price.

What Is An 'Open-Date Return' Ticket?

For some trips, you may wish to buy a return ticket, but not actually decide, until later, the date you want to return. If so, ask if you can have an 'open date return' ticket (the answer may be 'no', if you have also asked for the cheapest fare).

If you buy an open date return ticket, be aware that you may not get a seat on the return flight of your choice: it might be full. If you must keep your return date open, try to make your return reservation as soon as possible. Or, consider pre-booking your return, but paying extra for a ticket which will allow you to change your return reservation, if you need to, or which you could use to travel with another airline.

How Do I Choose An Airline?

For many journeys, you will be able to choose between two or more airlines.

When you are planning your trip, think about your main criteria - such as whether you want the cheapest fare available, or whether you must travel on a particular date. This may affect your choice of airline. You may wish to consider non-smoking flights, or other services.

How Should I Check My Ticket?

When you get your ticket, you should check to make sure the details on it are correct. Check the date, time, flight number, and your name.

If you have arranged your own travel, on a scheduled airline, check the reservation status (there is a little box on the ticket headed 'status'). If you have a confirmed reservation, the letters 'OK' should be printed in this box. Anything else means you do not have a confirmed reservation - check with the airline. (Charter tickets do not usually have a 'status' box, because all charter reservations should automatically be confirmed, before you get the ticket). You should also check your baggage allowance: this will be printed on the ticket in a box headed 'allow'.

If any of the details are not as they should be, contact the travel agent or airline office which issued the ticket, immediately, to have them put right.

If you have asked for any special services, call the airline, to check that the message got through.

What Does 'Reconfirming' Mean?

In many parts of the world, you will be required to reconfirm your return reservation, if you break your journey by more than 72 hours.

This can be a bit confusing. It applies to any break in the journey, including a return flight with a holiday in the middle. The holiday is considered a break in the journey.

If the airline asks you to reconfirm your reservation, you must do it - otherwise your reservation may automatically be cancelled. You may even have to buy another ticket.

I Have Lost My Ticket - What Should I Do?

Take care of your ticket. Getting a new one is not as straightforward as you might think.

If you do lose your ticket, the airline will usually either ask you to pay for a new one: you will only get your money back after the first one has expired, without being used - which can be up to a year; or give you a new ticket free of charge, but ask you to sign a form to say that you will pay for it, if the lost ticket is used by someone else, before it expires.

You may be charged an administration fee for having the new ticket issued.

When Things Go Wrong

Cancelled and Delayed Flights

If your flight is cancelled, or there is a change of schedule, the airline must either offer you alternative arrangements, or give you your money back.

If you are delayed, the airline or tour operator should tell you how long the delay is likely to be, or about any new arrangements it might have made for you. Airlines and tour operators are sometimes not very good at this. If in doubt, ask someone.

If you are travelling on a scheduled service, with a flexible ticket, you may find the check-in staff have already arranged for you to fly with another airline. If not, ask if you can transfer. But on most other types of scheduled ticket (generally the cheaper ones), or if you are on a charter flight, you are in the hands of the airline, whilst the problem is sorted out.

Listen to any instructions you are given. And don't leave the airport, unless the airline tells you to (for example, to go to a hotel overnight). Delays can sometimes be shorter than expected. If you've disappeared, when the airline asks you to board, and you get left behind, you will have no claim against the airline.

Overbooked Flights

If you are unlucky, you may turn up at the airport to be told that the flight has been 'overbooked', and there are no seats left on the plane, even though you have a confirmed reservation.

If this happens to you anywhere in the European Union, you are legally entitled to on-the-spot cash compensation - provided you have a confirmed reservation (that is, the status on your ticket is 'OK') and that you arrived at the check-in desk on time.

Overbooking and Denied Boarding Compensation

'Overbooking' is when airlines take more reservations for a flight than there are seats on the plane. This is not illegal. Airlines do it deliberately because they usually expect some of the passengers not to turn up. Usually it works out OK. But, occasionally, too many people turn up for a flight, so some of them get left behind (or 'bumped').

If you are 'bumped' off a scheduled flight at any airport within the EU, the airline must pay you compensation. This is called Denied Boarding Compensation (or 'DBC'). The rules for payment of DBC are set out in an EC Regulation (EC Council Regulation 295/91). They do not currently apply to charter flights, but this may change in the near future.

This Regulation says that you will be entitled to compensation provided you can satisfy three conditions.

These are:

1. You must have a valid ticket.

2. You must have a confirmed reservation.

3. You must have checked-in by the deadline given to you by the airline.

If you can meet these conditions, the airline must compensate you in three ways.

First, it must give you the choice of a full refund on your ticket, or another flight as soon as possible, or another flight, at a later date of your choice.

Secondly, it must also pay you compensation in cash. (You can accept vouchers, instead of cash, if you want to. But, if you don't want vouchers you can insist on cash). The minimum amount the airline must give you is set out in the Regulation. The amount you should get depends on the length of your flight, and on how late you are getting to your final destination. You should be able to work out the amount you are due from this table.

Thirdly, it must pay for incidental expenses. These are specified in the Regulation as:- getting a message to your destination; meals and refreshments. (The Regulation says these must be provided 'in relation to the waiting time'); hotel accommodation, if you are delayed overnight.

The Regulation applies to all scheduled airlines - not just European ones. Charter flights are not covered by the Regulation.

(You cannot claim DBC if you have a free, or reduced rate ticket, that is not available to the public).

How Do I Make a Complaint?

With so many people flying every day, problems are bound to happen. If you have a problem and need to complain, here are a few suggestions for trying to make sure your complaint is dealt with properly.

Try to speak to someone on the spot. They might be able to sort out your problem straight away.

If you are still not happy, try to find out who is responsible for what went wrong. (It may not be the airline).

Make a note of staff names, times and any other relevant information. You will have a better a chance of getting redress, if you have all the facts. It might be useful, too, to ask for the names and addresses of other passengers, who saw what went wrong.

Put your complaint in a letter. Briefly explain what went wrong. Say what you expect to be done about your complaint. If you want compensation, say so, and say how much you expect.

Be reasonable in your letter, and stick to the facts. You may feel like being aggressive or sarcastic, but, remember that the staff reading your letter almost certainly did not cause your problem, and that you are trying to get them on your side. And, they have seen it all before: they are not going to be frightened by threats.

Address your letter to the customer relations department of either the airline, the tour organiser, or operator of your package holiday, or the airport (depending on whose services you are complaining about).

Customer relations staff deal with complaints all the time: it is their job. Writing to the chief executive first will slow things down. You can always take your complaint higher, at a later date, if you are not satisfied with the response you get from the customer relations department.

Keep copies of all correspondence. Send copies of tickets or receipts with your first letter of complaint - keep the originals. If you are claiming a refund, the airline or travel agent will need the original tickets, eventually.
But, hang on to them until you have a promise of a refund in writing (unless you can go to the travel agent or airline office yourself, and get the refund there and then).

Who Else Can Help?

If you have already made a written complaint to an airline or airport, and you are not satisfied with the outcome, the Air Transport Users Council may be able to help, though it has no powers to compel service providers to accept its views.

If you need help with a complaint against a tour operator, or a travel agent, find out if the company is a member of a trade association, such as the Association of British Travel Agents (ABTA) or the Association of Independent Tour Operators (AITO).

These associations have codes of conduct for their members. And ABTA and AITO both offer arbitration procedures, through which customers can pursue complaints. Your tour operator's brochure, or travel agent's invoice, will tell you if they are members of an association. But you should only approach one association for help.

If you live in Northern Ireland you may like to contact the General Consumer Council for Northern Ireland, Elizabeth House, 116 Holywood Road Belfast, BT4 1NY (telephone / minicom: 01232 672488; E-mail: gcc@nics.gov.uk).

Information provided by the The Air Transport Users Council, the consumer watchdog for the airline industry. It advises air travellers on their rights, in response to individual enquiries, and by publishing educational material.

The 'Council takes up individual cases, and helps passengers obtain redress, where they have been badly treated. It promotes the wider interests of airline passengers with the regulatory authorities, and service providers. The Air Transport Users Council is based at CAA House, 45-59 Kingsway, London WC2B 6TE (telephone 020 7240 6061). Consumer advice is available from 9am to 12 noon, and 2pm to 5pm, Monday to Friday.

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