Airport Incidents Leave Travellers Stranded and Out of Pocket
Passengers at two of the UK's busiest airports have been left with no compensation after separate incidents caused severe disruption, exposing a significant gap in consumer protection laws. In one case, a fire forced the closure of a terminal at Stansted, while at Heathrow, a technical failure led to chaotic scenes that prevented travellers from reaching their flights.
Stansted Fire Sparks Terminal Closure and Empty Flight
In September, a passenger, referred to as JF from London, arrived at Stansted Airport to find the terminal shut due to a fire in a departure lounge. They were forced to wait outside in the cold for nearly two hours during the early morning. Security only reopened an hour later, by which time their flight had already departed empty to maintain the airline's schedule.
The travellers were rebooked for the following day, but this incurred extra costs. They had to take a train home and pay for a taxi to return to the airport the next morning, leaving them more than £100 out of pocket. Both the airport and the airline denied responsibility. Stansted Airport stated the incident was "beyond our control," while the airline noted the flight left on time. Their travel insurance also refused to cover the unique circumstances.
Heathrow Tunnel Chaos Aborts Turkish Mini-Break
The previous month, a couple identified as FN faced a similar ordeal at Heathrow. A botched software upgrade to traffic lights closed the road tunnel serving Terminals 2 and 3, causing severe congestion. They describe being "kettled" on a packed station forecourt for over an hour with no working public address system or clear explanations from staff.
As a result, they missed their flight to Istanbul and, unable to find a suitable alternative, were forced to abort their holiday entirely. Heathrow rejected their claim for compensation, and the Civil Aviation Authority (CAA) confirmed there was no provision for such a case under current regulations.
A Clear Gap in Passenger Rights Legislation
These cases highlight a critical flaw in UK passenger rights. While airlines are subject to strict rules under Regulation UK261 for delays and cancellations they cause, airports face no equivalent accountability for technical or service failures that prevent passengers from reaching their gates.
Consumer rights solicitor Coby Benson of Bott and Co confirmed the legal shortfall: "Unfortunately, these passengers have no recourse against either the airline or the airport. Travel insurance can sometimes help, but the terms of those policies are often very restrictive." The CAA also stated that passengers cannot claim costs from an airport in these situations.
Despite the disruption, airlines still bear some responsibility, as UK261 requires them to care for stranded passengers and rebook them. However, for out-of-pocket expenses caused by the airport's failure, travellers are left in a legal vacuum, reliant on goodwill or restrictive insurance policies that frequently exclude such scenarios.
