Travel Question: Can we make a claim for a drone-related flight delay?

Q On 20 December 2018 we were on our way from Gatwick to Goa. But due to the drone problem we had a two-day wait at the airport. We had to book two nights at a hotel and pay for our food and drink.

We sent all the receipts to the airline so we could claim the money back, but we were told yesterday there will be no compensation and case is closed.

Veronica D

A In the event of a flight cancellation or extended delay, European air passengers’ rights rules are clear. EU airlines, and all airlines flying from EU airports, must provide a hotel and sustenance until the passenger is able to travel. This applies regardless of the cause of the delay.

The exact wording is: “Passengers shall be offered free of charge (a) meals and refreshments in a reasonable relation to the waiting time; (b) hotel accommodation in cases where a stay of one or more nights becomes necessary.”

During the closure of Gatwick in the week before Christmas, many airlines failed to provide passengers with the stipulated duty of care. Some told travellers they should find their own accommodation and claim it back (along with the cost of getting there), while others compounded their original failure by simply not telling passengers about the entitlement.

Regrettably I have heard of several cases where perfectly reasonable cases have been refused, and the airline has sought to close down the matter.

If you are confident you have a valid claim, I advise you not to bother getting involved in alternative dispute resolution. In some cases which should involve straightforward matters of compensation from airlines, I am afraid the bodies responsible sometimes reach inaccurate conclusions.

Instead, I suggest you make a legal claim for the room and board (you will need itemised receipts, and alcohol is not covered) through Money Claim Online. For a claim of between £300 and £500, which I imagine is the scale of yours, the court fee is £35, but you should get that amount back along with the recompense for the amount you are out of pocket.

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