Heathrow Airport closure: Important advice for affected passengers

Heathrow Airport is currently facing one of the biggest operational challenges in its history following a fire at an electrical substation.

The fire has caused widespread power outages, leaving large parts of the airport without electricity. As a result, no flights are expected to depart today (Friday, 21 March), and even if operations resume tomorrow, the effects will be felt throughout the weekend.

With more than 200,000 British Airways passengers affected, including many trying to depart or arrive into Jersey from the capital, passengers need to be aware of what they should do next.

Unfortunately, the airline's website offers limited guidance, offering only a brief message advising passengers not to come to the airport. To assist those impacted, we've compiled important information on what to do if you're caught in this disruption.

What you need to know: Your rights and responsibilities

While the closure of Heathrow is considered an "extraordinary circumstance", meaning airlines are not legally required to pay compensation for cancellations, British Airways still has a duty of care towards its passengers. This includes providing accommodation and meals for stranded passengers until alternative travel arrangements can be made.

If your flight is cancelled, it is essential to keep all receipts for expenses, as these will be needed for reimbursement. Additionally, British Airways must do everything they can to get you to your destination. If necessary, you are entitled to be rerouted on the next available flight, even if that means travelling with another airline, or departing from a different airport.

In practice, British Airways will likely attempt to rebook you on their flights, but with so much disruption, this could take several days. The airline’s call centres are likely to be overwhelmed, and it may be difficult to speak to a representative. However, you do have the option of arranging your own travel plans. While you would need to pay for these flights upfront, British Airways is legally obligated to reimburse you later. It may take some time (and potentially months) to receive your refund, but this could be a practical solution.

If you choose this option, make sure to keep British Airways informed of your new plans and avoid accepting any alternate flights they offer. If you manage to get through to them, record the time of the call and the details of the conversation, as this may be important if you need to dispute any charges. If you decide not to travel, you are entitled to a full refund of your fare, although, once again, this process could be lengthy.

Advice for those already in the air or abroad

Several long-haul flights inbound to Heathrow were already in the air when the closure was announced.

Some flights have been diverted to other UK airports or international hubs like Paris, Frankfurt, and Amsterdam. If you find yourself in an unexpected location, you may be able to reclaim the cost of travel back to Heathrow or, if you're closer to home, to your residence.

What you can do

In this time of significant disruption, patience and persistence are key.

British Airways is currently experiencing an overwhelming volume of requests, so it may be challenging to get through to them. However, the airline still has a responsibility to ensure passengers are cared for, and that includes assisting with alternative travel arrangements.

For detailed information on your rights in the event of flight delays or cancellations, refer to the full EC261/2004 Regulation, which outlines passengers' rights under European law. The relevant sections are Articles 6, 8, and 9, which cover cancellations, re-routing, and compensation.

You can read the full regulation here.

Jersey Consumer Council Chairman Carl Walker has urged all affected passengers to know their rights.

"While this situation is undoubtedly frustrating, it’s crucial that passengers know their rights and take the necessary steps to ensure they are properly cared for by their airline," said Mr Walker. "The airline has a duty of care to its passengers, and while they may be overwhelmed, they must still ensure that alternative arrangements are made.

"In cases like these, it's important for passengers to keep detailed records and pursue reimbursement for any extra expenses incurred.

"We also want to remind passengers to be patient when dealing with the airlines’ call centres. This is an exceptional situation, and it may take some time to get things back to normal."

The Jersey Consumer Council continues to monitor the situation closely and will update its advice as more information becomes available.

Stay informed, and remember that help is available if you need it.