Should Qatar Airways pay for its eight-hour delay?

Q Members of my family were delayed on 28 February from Perth to Doha with Qatar Airways by eight hours because of a technical issue. They missed their connection back to the UK and arrived 24 hours late. The airline will not compensate. Should it?

Sue B

A European air passengers’ rights rules stipulate compensation for delays of three hours or more, unless the airline can come up with a legitimate excuse (and technical failure does not count as a reason to avoid paying). But the regulations apply to non-EU airlines such as Qatar Airways only when flying from European airports. Even though Perth to Doha was the first stage of a journey to Europe, it doesn’t count.

If your family can demonstrate actual financial damage, such as loss of earnings or extra cost to rebook a connecting journey, they can make a claim under the Montreal Convention – the treaty that governs aviation worldwide. The claim cannot cover the nuisance caused by a long delay, which is the intention of the European compensation rules.

In such a position, I would write to Qatar Airways, detailing the financial damage the delay caused, and mention if that is declined then I will launch a legal claim. But be warned that low-value Montreal Convention claims against airlines may be more trouble than they’re worth.

Some travel insurance policies will provide modest amounts of compensation for long delays, typically £25 for each 12 hours, which can be claimed additionally to any settlement from the airline.

Finally, I trust Qatar Airways provided a hotel and all meals during the delay, and that perhaps your family were able to treat the enforced stop as an opportunity to explore the city of Doha, which is conveniently close to the airport.

Every day our travel correspondent Simon Calder tackles a reader’s question. Just email yours to s@hols.tv or tweet @simoncalder