BRITISH FAMILY STRANDED IN LANZAROTE AFTER UK AIR TRAFFIC CONTROL CHAOS
A family holiday in Lanzarote ended in an unexpected travel nightmare after a major UK air traffic control failure left passengers facing cancelled flights, a night on the airport floor and more than €1,000 in unexpected costs.
A technical failure in the UK's air traffic control system caused widespread disruption for travellers between Britain and Lanzarote, with one British family caught up in the chaos at César Manrique-Lanzarote Airport.
The family had been enjoying a week's holiday on the island when their planned flight home was cancelled following the disruption affecting the UK's National Air Traffic Services (NATS).
For holidaymakers, it was a stark reminder that even when your Lanzarote holiday has gone perfectly, problems elsewhere in the European aviation network can quickly affect your journey home.
FAMILY'S JOURNEY HOME TURNS INTO AN OVERNIGHT AIRPORT STAY
Nathan Elliot and his partner Fallon Swallow were travelling with their two-year-old daughter and two grandparents after spending a week in Lanzarote.
Their easyJet flight back to the UK was scheduled for the evening of Tuesday, September 8. When they arrived at Lanzarote Airport, they initially discovered that the flight had been pushed back several hours.
Later, however, the family was told the flight had been cancelled altogether.
The replacement flight was not scheduled until September 10, leaving the family facing an unexpected two-night extension to their stay.
According to the family's account they were initially told that accommodation would be arranged. However, a hotel could not ultimately be secured for their first night.
That meant the family spent the night inside Lanzarote Airport, sleeping on the floor.
With a young child in the group, the situation was particularly difficult.
Their daughter was able to sleep in her pushchair, while the adults attempted to get some rest wherever they could inside the terminal.
LITTLE FOOD AND WATER AVAILABLE OVERNIGHT
One of the family's biggest complaints was the lack of food and water available during the night.
With airport shops and restaurants closed, they reportedly discovered that the vending machine they were relying on was not working.
The family had brought some juice and snacks for their daughter, but said the adults had very limited supplies of water.
For travellers who find themselves unexpectedly spending the night at Arrecife Airport, it highlights an important point: an airport that is perfectly manageable during normal operating hours can be a very different place overnight when services are closed.
MORE THAN €1,000 SPENT ON ACCOMMODATION
The following night, the family managed to secure a hotel themselves. The cost was reportedly £880 — around €1,025.
At the time of reporting, the family was still unsure whether those expenses would be reimbursed.
The UK Civil Aviation Authority has said airlines remain responsible for providing care to passengers affected by cancellations, including appropriate food, refreshments and accommodation where necessary. Where an airline cannot provide suitable arrangements, passengers may be reimbursed for reasonable costs they incur themselves.
Travellers should therefore keep every receipt, including hotel bills, food, drinks and transport, and contact their airline rather than simply assuming that a cancellation means they have to absorb the cost themselves.
THE PROBLEM DIDN'T END WHEN THE FAMILY FINALLY GOT A FLIGHT
There was another complication waiting for the family.
Their replacement flight was arranged into London Gatwick, while their car had been left at Birmingham Airport.
That left the family facing another journey after reaching the UK just to retrieve their vehicle.
It is an example of how a major air traffic control failure can create problems far beyond the original cancelled flight.
When thousands of flights are cancelled or delayed, aircraft and crews end up in the wrong locations. Airlines then have to reorganise schedules, meaning passengers can be moved onto different airports or flights simply because that is where capacity becomes available.
WHY WERE LANZAROTE FLIGHTS AFFECTED?
The original problem occurred in the UK's NATS flight-processing system on Tuesday, September 8.
NATS said the technical issue affected its flight data system. The problem was eventually resolved, but the disruption didn't disappear immediately.
More than 2,000 flights were subsequently reported as cancelled across the UK over Tuesday and Wednesday, with the knock-on effects spreading to airports outside Britain.
Lanzarote was among the destinations affected because of the island's extensive network of flights to and from British airports.
Local reporting identified at least 12 direct connections between Lanzarote and UK airports that were suspended during the initial disruption, while many other services experienced delays.
The disruption also affected other Spanish airports, including several in the Canary Islands.
IS THE LANZAROTE–UK FLIGHT SITUATION BACK TO NORMAL?
The situation has been improving.
By Thursday, September 10, UK flight schedules were reported to be returning towards normal, although airlines were still dealing with the consequences of the previous cancellations and aircraft and crew being out of position.
For anyone flying between Lanzarote and the UK, the safest approach is still to check directly with your airline before travelling to the airport.
WHAT SHOULD YOU DO IF YOUR LANZAROTE FLIGHT IS CANCELLED?
Check your airline's app and website first. Don't rely solely on airport departure boards or social media updates.
Keep all receipts. If you have to pay for a hotel, meals, drinks or transport yourself, keep evidence of the expenditure.
Ask the airline about accommodation. Don't automatically assume that you have to pay for a hotel yourself.
Check your rebooking options. The CAA says passengers whose flights are cancelled should generally be offered a choice between a refund and alternative arrangements, subject to the applicable passenger-rights rules.
Check where your replacement flight actually lands. As this Lanzarote family discovered, being given an alternative UK airport can create additional transport problems — particularly if your car is parked somewhere else.
Contact your travel insurance company if necessary. Insurance may cover certain additional costs depending on the policy.
WILL PASSENGERS RECEIVE COMPENSATION?
This is slightly different from reimbursement for necessary expenses.
The UK Civil Aviation Authority currently considers disruption directly caused by the NATS failure likely to fall under “extraordinary circumstances”. That means passengers are unlikely to qualify for standard compensation for delays or cancellations caused directly by the incident.
However, lack of compensation does not mean passengers lose their right to care.
Accommodation, refreshments and reasonable expenses can still be relevant, depending on the circumstances and the applicable passenger-rights rules.
An AI Generated Image has been used in this Article.
