Meet the Other Phone. Flexible and made to last.

Meet the Other Phone.
Flexible and made to last.

Buy now

Please or to access all these features

Legal matters

Mumsnet has not checked the qualifications of anyone posting here. If you have any legal concerns we suggest you consult a solicitor.

Airline not refunding reasonable refreshments costs

83 replies

Mirackleeus · 04/11/2023 21:55

We were caught up in the air traffic control mess in the summer. I know we aren't entitled to compensation but we are entitled to a refund of reasonable expenses for refreshments. The airline has responded saying we are not entitled to compensation but have ignored my follow up emails clarifying we don't want compensation, we want to be reimbursed for refreshments. (Delay meant we missed dinner at home so had to eat at the airport). Airline is not a member of a dispute resolution organisation.

What is the next step please and how likely are we to receive our money back?

OP posts:
MILLYmo0se · 05/11/2023 11:18

Jesseweneedtocook · 05/11/2023 11:12

As a one off you could have surely just got some crisps and sandwiches and chocolate rather than going for a massive meal 😂😂😂😂

Burgers and chips is hardly a massive meal to be fair.
Would crisps, sandwiches, chocolate and drinks for 4 from the airport shop be much cheaper than 2 adult and 2 kids burger meals?

Mirackleeus · 05/11/2023 11:20

prh47bridge · 05/11/2023 09:56

UK law applies to any flight departing from a UK airport on any airline. It also applies to any flight landing at a UK airport on a UK or EU airline and any flight landing at an EU airport on a UK airline.

Under the law, this was definitely classed as a long delay whatever posters on this thread think, which means the airline must provide a reasonable amount of food and drink, a means to communicate and transport to and from accommodation. This applies regardless of the reason for the delay. These rights kick in for a delay of more than 2 hours for a flight less than 1500km, more than 3 hours for a flight between 1500km and 3500km, and more than 4 hours for a flight of over 3500km.

@Mirackleeus Ignore the abuse on this thread. The law is on your side. Since the airline is not a member of an alternative dispute resolution scheme, you can complain to the CAA if they continue to block your claim. The link you need is https://caaportal.icasework.com/form?Type=Complaint&Login=false&Title=none

Thank you. I know from these boards you are a lawyer so I appreciate your informed response and support.

OP posts:
Mirackleeus · 05/11/2023 11:21

ReaderIChangedMyName · 05/11/2023 10:08

I wish all the people who had enough time to chase compensation for a meal they may have had anyway-as a treat- and time to post on MN about it would instead donate their time to a charity or organisation which needs admin support to really help others. Those who can only dream of a delay in a warm, safe airport after any sort of holiday, for example.
But ‘it’s the principle’, right? 🤦‍♀️

You literally have no idea what I do for a living or my volunteering. Or you definitely wouldn't have made this remark.

OP posts:
Myfabby · 05/11/2023 11:32

Mirackleeus · 05/11/2023 11:21

You literally have no idea what I do for a living or my volunteering. Or you definitely wouldn't have made this remark.

ignore these lot. You'd think she'd be out volunteering instead of being on MN.

Thankfully, you've got the right advice. Good luck with the claim

Mirackleeus · 05/11/2023 11:35

MILLYmo0se · 05/11/2023 10:57

Was the meal in your home airport once you arrived back? Or in the airport you were stuck waiting in? Im assuming the firmer as you say 'after 12 hours of travelling' just wondering if that affects a claim

It was in the airport of the country we were leaving. We had already been delayed 4 hours with no idea how long the delay would last. We did the maths and realised we would be in the air over dinner time and would have to eat before we got on the plane (sandwich type food only on the plane. Yes we love sandwiches but it's just not enough for an evening meal. Especially as we'd had an early lunch at the hotel). 2 adult burgers and fries and drink. 2 kids meals. Sat airside looking at the information boards.

There was no luxury sit down meal. It was expensive because we were sitting ducks in a small airport.

We didn't ask for a refund of the 1.5l bottle of water we bought because we bought it before we knew about the delay and therefore would have spent that money anyway.

We had food back at our house we were going to have for dinner when we got back. But midnight is far too late to be cooking and eating for under 10s. So we had to spend a reasonable sum on a chain burger meal for 2 adults and 2 children. Which was expensive in my eyes but neither luxurious nor extravagant.

BH Air are denying us any refund. They aren't arguing we spent too much. They think because it was air traffic control related they don't owe us compensation. They are correct in that respect. But we don't want compensation. We want refunding for food and drinks bought only because we were delayed for 6 hours over a meal time.

OP posts:
clpsmum · 05/11/2023 11:37

Mirackleeus · 04/11/2023 22:10

Jet2 customers who were delayed had pastries and bottled water handed out to them by their rep. We got absolutely nothing. No contact. No information. Nothing. Certainly no refreshments in over 8 hours of waiting (coach dropped us off the usual 2 hours before).

So why didn't you buy water and pastries instead of going to an expensive meal? I wouldn't bother tbh I don't think you will get far

Year13novice · 05/11/2023 11:43

clpsmum · 05/11/2023 11:37

So why didn't you buy water and pastries instead of going to an expensive meal? I wouldn't bother tbh I don't think you will get far

I do sympathise OP but this post says it all. If you’re saying that Jet2 had the right idea in providing pastries and water then, if that would have been ok, then surely pastries and water would have been ok to buy?

YouveGotAFastCar · 05/11/2023 11:43

@Mirackleeus The only relevant thing that I haven’t seen anyone mention is that they only have to provide a reasonable amount of food and drink, and many budget airlines bulk buy this and hand it out somewhere, so they don’t have to pay out for individual meals. Did BH Air do this anywhere?

We got caught up this summer too, with BA. They agreed set rates with two restaurants in the airport and you could eat at either and BA picked up the tab. Except some people didn’t hear the tannoy announcements/no one told them, and they were refused their claims for food from other places. A couple messaged me on Twitter about it.

CavalierApproach · 05/11/2023 11:45

Lol at the furious relish with which pps keep reiterating the phrase expensive meal deliberately shorn of its context.

In the way OP means it ("more expensive in an airport than the same thing would normally be") these theoretical sandwiches and bottles of water would have been expensive as well. And it's a pointless distinction because the airline is saying they wouldn't have paid for them either.

RedToothBrush · 05/11/2023 12:07

Yes we love sandwiches but it's just not enough for an evening meal. Especially as we'd had an early lunch at the hotel

Of course it fucking is! Its just not what you wanted.

Mirackleeus · 05/11/2023 12:09

YouveGotAFastCar · 05/11/2023 11:43

@Mirackleeus The only relevant thing that I haven’t seen anyone mention is that they only have to provide a reasonable amount of food and drink, and many budget airlines bulk buy this and hand it out somewhere, so they don’t have to pay out for individual meals. Did BH Air do this anywhere?

We got caught up this summer too, with BA. They agreed set rates with two restaurants in the airport and you could eat at either and BA picked up the tab. Except some people didn’t hear the tannoy announcements/no one told them, and they were refused their claims for food from other places. A couple messaged me on Twitter about it.

No BH Air/Balkan Holidays rep was to be found anywhere.

A fellow traveller got through to Balkan Holidays on the phone who said they could confirm nothing and we would have to wait for an update. This was despite the fact the plane should have taken off 3 hours ago by that point. We never received any update from BH Air/Balkan Holidays at any point. Luckily most of us had the internet and shared updates that way.

So there was no way to get pastries and water from our rep as there wasn't one anywhere in the airport airside. We had to feed ourselves and a burger meal was the most filling for lowest cost.

OP posts:
Fallenangelofthenorth · 05/11/2023 12:23

RedToothBrush · 05/11/2023 12:07

Yes we love sandwiches but it's just not enough for an evening meal. Especially as we'd had an early lunch at the hotel

Of course it fucking is! Its just not what you wanted.

The airline wouldn't have fucking paid for them either! Not sure what your point is really, other than to be nasty.

Fallenangelofthenorth · 05/11/2023 12:25

@Mirackleeus I'd ignore all the nasty comments made by people who know jack shit about the law, and follow the excellent advise you've had from an actual lawyer. Honestly, I have no idea why you've attracted all these nasty comments over a sodding burger meal.

cannaecookrisotto · 05/11/2023 12:26

Use the Aviation Dispute Resolution.

I had a complaint, it got reviewed by an adjudicator and the carrier was contractually obliged to pay up - they did.

Check the airline is a member then file through this. Really easy and emails you with updates. Free too.

www.aviationadr.org.uk

RedToothBrush · 05/11/2023 12:33

BH Air are denying us any refund. They aren't arguing we spent too much. They think because it was air traffic control related they don't owe us compensation. They are correct in that respect. But we don't want compensation. We want refunding for food and drinks bought only because we were delayed for 6 hours over a meal time.

The problem here is that whilst the airline has to theorectically give you food and drink if your flight is delayed long enough, they probably won't retrospectively reimburse you for food you've bought 'without prior authorisation' as such.

In other words, you effectively need to claim at the airport at the time, and get issued with vouchers (to a set limit) or are provided with food of their choosing. OR you have to keep it to a bare minimum and claim with receipts.

If you look at the wording of what they are required to give you, I think you'll find you'll become a cropper because of this.

Have a look at what the CAA says on this. Notably it says what you are entitled to and explicitly how it works in practice:
https://www.caa.co.uk/passengers/resolving-travel-problems/delays-and-cancellations/delays/

If your flight is delayed, many airlines will provide vouchers for you to buy food and drink. If you require accommodation, they may book a hotel and arrange transportation for you.

Sometimes airlines are unable to arrange care and assistance for all passengers. This can happen when staff are stretched during major disruptions.

If this happens, in our view you have the right to organise reasonable care and assistance yourself, then claim the cost back later. If you end up paying for things yourself, keep every receipt and do not spend more than is reasonable.

Airlines are unlikely to refund you for things like luxury hotels or alcohol. Some will provide guidance on reasonable costs.

We would expect the airline concerned to respond to a claim for reimbursement in a reasonable time and a the very least provide you with an indication of how long you should expect to wait for a response. If you are unhappy with the length of time it is taking or disagree with the airline’s decision regarding your claim, please see our section on how to make a complaint.

BH airlines say the following:
https://www.bhairlines.com/page.php?id=51

Depending on the circumstances when your flight is expected to have a long delay, passengers are entitled to receive care while waiting. This includes: meals and refreshments in a reasonable relation to the waiting time, if necessary hotel accommodation and the possibility of making two telephone calls. Care for passengers while waiting may be limited or declined if the provision of the care would itself cause further delay.

The key bit there, is meals and refreshments in a reasonable relation to the waiting time. You were delayed by four hours - so the case for a hot meal is much less - the amount of time you have otherwise been travelling is irrelevant to them as its not their responsibility.

And the airline DOES have a right to reject your claim, if they feel it is unreasonable. Having a sit down meal, just makes it much easier for them to reject your claim as its likely to be high per head (that would mean having things like multiple drinks will likely push this up and be problematic). The fact that BH Airlines make the point about refreshments being relational to waiting time, suggests that they might have a policy that they would only pay up for minimal snacks/drinks for a 4 hr delay.

Basically, you've made it more difficult for yourself to a) not request food at point of problem b) go for a full sit down meal for a four hour delay rather than a more reasonable (cheapest) option.

I don't think a full sit down meal is probably going to be classed reasonable for four hours, whether you like it or not.

Ebtsaqt · 05/11/2023 12:40

We had a delay last week due to airport shut for several hours. Our delat was maybe 3-4 hrs.
We were flying at 5 got on plane at 8. Had lunch at hotel in our roomvthen 2hr transfer and 2 hrs wait at airport. But as we knew flight was at 5 we had packed a lot of food to bring to airport.
We did have to buy extra water.
I think partly annoying was that the airline knew there was a several hour delay but didntvupdate any info i mean its a 2hr plus flight and presumably the flight hadnt left uk to get to where we were. So some people went to the gate but could have chosen to remain in main departures with more fppd choices etc.
At the gate im sure even a meal deal was like 6-9€.
We got back too late tp pick up bread or milk from local shop and had to drive to next town at 10pm to get stuff.
However im not sure an airline should pay for burgers vs sandwiches so really an amount would be better so yuo can choose.
Op where we were on holidays it was 45€+ per meal for 4 at restaurants at the resort. So actually 50 isnt that expensive. And that was mainly nuggets/sausage/burger etc.

prh47bridge · 05/11/2023 12:58

The airline may be able to argue about whether OP's meal costs were reasonable. At a UK airport, a reasonable meal would be £10 to £15 per passenger. As there were four passengers, that means OP was entitled to up to £60 in total if the meal was at a UK airport. If it was outside the UK, the entitlement may be different.

However, the airline is not saying that OP's costs were unreasonable and offering a partial refund. They are refusing any refund. That is not acceptable and is clearly contrary to the law.

scrunchie2 · 05/11/2023 15:12

Alifestylechoice · 04/11/2023 22:14

Shut up. A 6 hour delay and you went for an expensive meal? Why not Pret for some sandwiches. How much did you actually spend?

#prayforthepeopleonallinclusivetnathadtobylunch

Shut up, why are you putting a crap hashtag on a mumsnet post?! Have you got the wrong social media site? Have you got confused with instagram?

SoupDragon · 05/11/2023 15:21

RedToothBrush · 05/11/2023 12:33

BH Air are denying us any refund. They aren't arguing we spent too much. They think because it was air traffic control related they don't owe us compensation. They are correct in that respect. But we don't want compensation. We want refunding for food and drinks bought only because we were delayed for 6 hours over a meal time.

The problem here is that whilst the airline has to theorectically give you food and drink if your flight is delayed long enough, they probably won't retrospectively reimburse you for food you've bought 'without prior authorisation' as such.

In other words, you effectively need to claim at the airport at the time, and get issued with vouchers (to a set limit) or are provided with food of their choosing. OR you have to keep it to a bare minimum and claim with receipts.

If you look at the wording of what they are required to give you, I think you'll find you'll become a cropper because of this.

Have a look at what the CAA says on this. Notably it says what you are entitled to and explicitly how it works in practice:
https://www.caa.co.uk/passengers/resolving-travel-problems/delays-and-cancellations/delays/

If your flight is delayed, many airlines will provide vouchers for you to buy food and drink. If you require accommodation, they may book a hotel and arrange transportation for you.

Sometimes airlines are unable to arrange care and assistance for all passengers. This can happen when staff are stretched during major disruptions.

If this happens, in our view you have the right to organise reasonable care and assistance yourself, then claim the cost back later. If you end up paying for things yourself, keep every receipt and do not spend more than is reasonable.

Airlines are unlikely to refund you for things like luxury hotels or alcohol. Some will provide guidance on reasonable costs.

We would expect the airline concerned to respond to a claim for reimbursement in a reasonable time and a the very least provide you with an indication of how long you should expect to wait for a response. If you are unhappy with the length of time it is taking or disagree with the airline’s decision regarding your claim, please see our section on how to make a complaint.

BH airlines say the following:
https://www.bhairlines.com/page.php?id=51

Depending on the circumstances when your flight is expected to have a long delay, passengers are entitled to receive care while waiting. This includes: meals and refreshments in a reasonable relation to the waiting time, if necessary hotel accommodation and the possibility of making two telephone calls. Care for passengers while waiting may be limited or declined if the provision of the care would itself cause further delay.

The key bit there, is meals and refreshments in a reasonable relation to the waiting time. You were delayed by four hours - so the case for a hot meal is much less - the amount of time you have otherwise been travelling is irrelevant to them as its not their responsibility.

And the airline DOES have a right to reject your claim, if they feel it is unreasonable. Having a sit down meal, just makes it much easier for them to reject your claim as its likely to be high per head (that would mean having things like multiple drinks will likely push this up and be problematic). The fact that BH Airlines make the point about refreshments being relational to waiting time, suggests that they might have a policy that they would only pay up for minimal snacks/drinks for a 4 hr delay.

Basically, you've made it more difficult for yourself to a) not request food at point of problem b) go for a full sit down meal for a four hour delay rather than a more reasonable (cheapest) option.

I don't think a full sit down meal is probably going to be classed reasonable for four hours, whether you like it or not.

They didn't have a "Sit down meal" they had "a burger meal and ate it on the waiting area seats" and the delay was 6 hours, not 4.

Africa2go · 05/11/2023 16:06

@RedToothBrush (and everyone else) read the thread!!! They didn't have a 'sit down meal' or an 'expensive' meal.

A family of 4 had a burger meal each in an airport waiting area.

Anyone would think they'd gone to some fine dining experience judging from the comments on here.

JanefromLondon1 · 05/11/2023 16:09

This reply has been withdrawn

This has been withdrawn due to privacy concerns.

prh47bridge · 05/11/2023 16:12

This reply has been deleted

This has been withdrawn due to privacy concerns.

The airline may give you vouchers but, if they don't, they are liable for your reasonable costs.

Mirackleeus · 05/11/2023 16:12

RedToothBrush · 05/11/2023 12:33

BH Air are denying us any refund. They aren't arguing we spent too much. They think because it was air traffic control related they don't owe us compensation. They are correct in that respect. But we don't want compensation. We want refunding for food and drinks bought only because we were delayed for 6 hours over a meal time.

The problem here is that whilst the airline has to theorectically give you food and drink if your flight is delayed long enough, they probably won't retrospectively reimburse you for food you've bought 'without prior authorisation' as such.

In other words, you effectively need to claim at the airport at the time, and get issued with vouchers (to a set limit) or are provided with food of their choosing. OR you have to keep it to a bare minimum and claim with receipts.

If you look at the wording of what they are required to give you, I think you'll find you'll become a cropper because of this.

Have a look at what the CAA says on this. Notably it says what you are entitled to and explicitly how it works in practice:
https://www.caa.co.uk/passengers/resolving-travel-problems/delays-and-cancellations/delays/

If your flight is delayed, many airlines will provide vouchers for you to buy food and drink. If you require accommodation, they may book a hotel and arrange transportation for you.

Sometimes airlines are unable to arrange care and assistance for all passengers. This can happen when staff are stretched during major disruptions.

If this happens, in our view you have the right to organise reasonable care and assistance yourself, then claim the cost back later. If you end up paying for things yourself, keep every receipt and do not spend more than is reasonable.

Airlines are unlikely to refund you for things like luxury hotels or alcohol. Some will provide guidance on reasonable costs.

We would expect the airline concerned to respond to a claim for reimbursement in a reasonable time and a the very least provide you with an indication of how long you should expect to wait for a response. If you are unhappy with the length of time it is taking or disagree with the airline’s decision regarding your claim, please see our section on how to make a complaint.

BH airlines say the following:
https://www.bhairlines.com/page.php?id=51

Depending on the circumstances when your flight is expected to have a long delay, passengers are entitled to receive care while waiting. This includes: meals and refreshments in a reasonable relation to the waiting time, if necessary hotel accommodation and the possibility of making two telephone calls. Care for passengers while waiting may be limited or declined if the provision of the care would itself cause further delay.

The key bit there, is meals and refreshments in a reasonable relation to the waiting time. You were delayed by four hours - so the case for a hot meal is much less - the amount of time you have otherwise been travelling is irrelevant to them as its not their responsibility.

And the airline DOES have a right to reject your claim, if they feel it is unreasonable. Having a sit down meal, just makes it much easier for them to reject your claim as its likely to be high per head (that would mean having things like multiple drinks will likely push this up and be problematic). The fact that BH Airlines make the point about refreshments being relational to waiting time, suggests that they might have a policy that they would only pay up for minimal snacks/drinks for a 4 hr delay.

Basically, you've made it more difficult for yourself to a) not request food at point of problem b) go for a full sit down meal for a four hour delay rather than a more reasonable (cheapest) option.

I don't think a full sit down meal is probably going to be classed reasonable for four hours, whether you like it or not.

6 hours for a takeaway burger meal but thanks for reading my responses.

OP posts:
Mirackleeus · 05/11/2023 16:14

This reply has been deleted

This has been withdrawn due to privacy concerns.

There was no customer service desk at this airport. No one could find a BH Air or Balkan Holidays rep anywhere. And we had 6 hours to look!

OP posts:
Alifestylechoice · 05/11/2023 17:17

So just how much were 2 adult burger and chips and 2 kids ones? You said it was expensive. Why so? I mean at most that’s got to be £40?