EU encourages stranded passengers to 'insist on their rights'

The EU is encouraging thousands of passengers stranded in airports across Europe to insist on their rights even though the flight cancellations are due to "exceptional circumstances".

Numerous flights have been cancelled as a volcanic cloud hangs over northern Europe drifting from the volcano beneath the Eyjafjallajokull glacier in Iceland and which began erupting on Wednesday.

At first, many airlines affected by the disruption, including Air Malta, were telling clients they had no control over the situation and, consequently, were not granting any compensation. But a European Commission spokesman yesterday insisted air passengers could still claim many of their rights.

"Stranded passengers can insist on their rights including the right to receive information from airlines, for example, on the situation as it evolved, cancellations and length of delays. They should also claim the right to care, such as refreshments, meals and accommodation as appropriate," the spokesman said.

"Despite being extraordinary circumstances, passengers are entitled to choose between reimbursements of fares and being re-routed to their final destination."

On the other hand, the Commission's spokesman said that, due to the exceptionality of this disruption, passengers were not entitled to additional financial compensation, which would otherwise be the case where delays or cancellations are the airline's fault.

EU rules apply to European airlines and to all third country airlines flying out of European airports. Low-cost airlines are also obliged to follow the rules.

Many Maltese passengers stranded in Brussels since Thursday yesterday complained that Air Malta was not offering any assistance and was claiming that the passenger rights did not apply in such circumstances.

However, when contacted, an Air Malta official said the situation was clarified later in the day and the airline was now doing its utmost to assist its clients.

Many of the stranded passengers in Brussels also tried their luck with alternative routes from other airports and some travelled by car to Paris and Amsterdam to try to return to Malta. However, the attempts were unsuccessful because the alternative airports too remained closed to traffic.

Airports of all sizes in Ireland, the UK, Belgium, the Netherlands, Norway, Sweden, Denmark, Estonia, Latvia, Finland and parts of France, Germany and Poland have been directly affected with disruption expected to move elsewhere in the days ahead.

These airports represent 48 per cent of European air traffic and handle an average two million passengers per day.