Passengers promised more help to claim if flights are delayed

Tougher action will be taken against airlines that fail to protect customers from losses caused by flight disruption, the government said yesterday.

- Jack Simpson

Louise Haigh, the transport secretary, said she wanted "all passengers to feel confident when they fly," and would introduce changes to "provide air travellers with the highest level of protection possible".

Her comments follow an investigation into the severe disruption across UK airports on 28 August last year, when National Air Traffic Services (Nats) had a technical glitch while processing a flight plan.

Hundreds of planes were grounded on one of the busiest travel days of the year, with more than 300,000 passengers having flights cancelled and nearly 400,000 facing delays of at least three hours.

The report found that despite the delays - and travellers having to book on other flights at significant cost - many had waited "many weeks, or in some cases months," for airlines to refund them, with some still not being fully reimbursed.

One passenger paid out £900 for accommodation, taxis, food and clothing as a result of the delays but said they were offered a refund only to the value of the original flight.