Heathrow closure: What are US travelers' rights if their flight is canceled?
London's Heathrow Airport (LHR) closed early Friday due to a fire at a nearby electrical substation, and it could be some time before the airport reopens to passengers.
According to the airport's latest update, Heathrow will remain closed until at least midnight while power is restored to the terminals. That means all arriving and departing Friday flights are canceled, affecting an estimated 150,000 passengers.
The disruptions will likely stretch beyond Friday and persist even after the airport reopens. With aircraft and crews displaced — and with Heathrow being one of the world's busiest airports — travelers could feel the effects of Friday's closure for several days.
If you are a U.S. passenger currently affected by the disruption or you are due to fly into or out of Heathrow in the next few days, here is what you need to know about your rights regarding refunds and compensation.
Can I currently fly to or from Heathrow?
Heathrow Airport will be closed until at least midnight Friday.
Even if Heathrow determines the airport can open Saturday, many more flight cancellations are likely.
Most flights from the U.S. to Europe depart in the evening and land the next morning. Already, we're starting to see cancellations of flights scheduled to depart the U.S. Friday evening bound for London.
If your flight from Heathrow on Friday has been canceled, do not go to the airport. Instead, contact your airline for further advice. We'd also recommend keeping a close eye on your airline's app for updates and potential rebooking opportunities.
Should Heathrow resume its operations Saturday as expected, we fully anticipate this disruption to trickle into the ensuing days. With so many flights canceled or diverted, we expect further cancellations throughout the weekend and possibly into next week, alongside additional delays for the flights that can operate.
Should I change my travel plans?
You may wish to change your travel plans. Consider flying to, from or through any European airport other than Heathrow.
All other London-area airports are operating as normal but are accepting some additional aircraft diverted from Heathrow. Those London airports include London Gatwick Airport (LGW), London Stansted Airport (STN), London City Airport (LCY) and London Luton Airport (LTN).
All other airports in the U.K. and across Europe are unaffected. However, some of these may also be receiving diverted aircraft, so takeoffs and landings may take longer than usual.
Depending on your airline and the type of ticket you booked, you may be able to change your itinerary to land in a different European city altogether. Of course, you'd then have to figure out additional transportation to your final destination via rail, car or a separate flight.
Am I entitled to EU261 or UK261 compensation if my flight is canceled or delayed?
Under European and U.K. regulations, you are entitled to another flight or a refund if your flight was canceled or delayed due to this fire.
Unfortunately, you aren't likely to be eligible for additional EU261 compensation, as this was caused by an event outside the individual airline's control and is viewed as an "extraordinary circumstance."
Even if you're not eligible for compensation due to "extraordinary circumstances," airlines do still have a duty of care in this instance under U.K. legislation, as per the U.K. Civil Aviation Authority.
If you are currently stranded at an airport because of this event (note that Heathrow is currently closed and not allowing any passengers into its terminals), you are also entitled to food, drinks and refreshments. The airline should provide vouchers for these. If it doesn't, you should be able to claim reasonable costs afterward — so keep any receipts.
While we'd expect airlines to extend this duty of care to flights that aren't covered by U.K. legislation, they may not have to.
As a guide, here's where you can expect to be covered by U.K. law:
| Flight itinerary | Non-U.K./Non-EU carrier | U.K. or EU carrier |
|---|---|---|
Departing from Heathrow | Covered | Covered |
Arriving at Heathrow | Covered | Not covered |
US refund policy
Under U.S. Department of Transportation policy, travelers are entitled to a refund when their flight is canceled or significantly delayed and they ultimately choose not to travel, regardless of the circumstances.
So, if your flight to London was canceled and you decide to stay home, your airline owes you a prompt refund — within seven days, if you paid by credit card.
Keep in mind, though, that if the airline offers you rebooking and you accept, you are not eligible for a refund.
Can I get a refund on my flight? Will I need to pay to change my flight?
If you wish to change your flight, you should try to do so through your airline's app or online. If you choose to call your airline, you can expect long wait times as many others do the same.
Currently, several U.S. carriers are offering to waive fees usually incurred when changing bookings as follows:
American Airlines
The airline will waive fees if your rebooked travel is between March 22 and 26 and you don't change your origin or destination city. You must rebook the same cabin or pay the difference. Changes must be booked by March 22.
Delta Air Lines
Delta will waive change fees. If rebooked travel occurs on or before March 26 and is in the same cabin as you originally booked, the fare difference will be waived. For changes to cabin, origin or destination city, a fare difference may apply. If the flight can't be rescheduled, travelers may cancel their reservation and apply any unused ticket value toward the purchase of a new ticket for a period of one year from the original ticket issuance.
United Airlines
United will waive change fees and fare differences if you reschedule your trip between now and March 28. Your ticket must be in the same cabin and between either the same cities originally booked or one of the following: Amsterdam Airport Schiphol (AMS), Brussels Airport (BRU), Paris-Charles de Gaulle Airport (CDG) or Edinburgh Airport (EDI).
Regardless of individual airline policies, under the U.S. Department of Transportation flight refund policy, you are entitled to your money back — no questions asked — if your international flight to or from the U.S. is canceled and you choose not to travel.
This policy applies to any unflown portion of your ticket and is not voided by something outside the airline's control, as EU261 compensation may be.
You'll find these and other passenger rights guarantees on the DOT dashboard.
Related: Getting a refund for a canceled or delayed flight
What if I'm in Europe and planned to transit through Heathrow?
If Friday is your travel day, you should consider other options that do not operate through Heathrow Airport. This is the only airport in Europe closed because of this event.
For travel from Saturday onward, you can either try to find alternative transportation now or wait to see when Heathrow announces its reopening. We advise you to reach out to your airline, as it may offer you the chance to change your flight without having to pay fees.
Which North American airlines are affected?
American, Delta, United and JetBlue were affected by the Heathrow closure, and multiple overnight flights were diverted, canceled or returned to their origin cities.
Flights scheduled to depart for Heathrow on Friday may be canceled; however, you should check with the operating airline.
British Airways and Virgin Atlantic also offer a comprehensive route network of nonstop services from the U.S. to Heathrow and have already canceled multiple flights.
Bottom line
This is an unprecedented event, with airport management scrambling to restore power to Europe's busiest airport. If your flight has already been canceled, it's a good idea to know your rights and consider alternative transportation. Just remember, thousands of other travelers may be trying to do the same thing.
As frustrating as this is, be patient and respectful of your fellow passengers and airline staff members. We'll likely continue to see the fallout of this event over the next few days, and it may take some time to fully rectify any challenges passengers are currently facing.
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