An indefinite strike by ground staff (handling) of the company Groundforce, called by the unions starting Monday, March 30, is affecting the operations of several Spanish airports and causing delays or even flight cancellations. Given this situation, the Organization of Consumers and Users (OCU) reminds travelers of their rights in case they are affected by incidents during their trip due to this strike at airports.
Refund of the ticket price
The OCU explains that passengers have the right to a refund of the ticket price if their flight is cancelled. The airline must make the payment within a maximum period of 7 days from the cancellation.
Likewise, if the flight is not cancelled, but suffers a delay superior to five hours, the passenger can also request the refund. In case the airline offers an alternative transport and the passenger accepts it, they will be waiving the refund and a possible compensation.
Right to attention during the delay
When a flight is delayed by more than two hours, the airline is obliged to provide certain services to passengers free of charge.
Among them, sufficient food and drink, two telephone calls or access to email and, if necessary, accommodation, including transport between the airport and the place where the passenger will stay.
Automatic compensation
In addition to the ticket refund, passengers may be entitled to automatic financial compensation, the amount of which depends on the flight distance:
- Up to 1,500 kilometers: 250 euros (125 euros if they offer alternative transport with a delay of less than 2 hours).
- Between 1,500 and 3,500 kilometers, or flights within the EU of more than 1,500 kilometers: 400 euros (200 euros if they offer to arrive at the destination with a delay of less than 3 hours).
- More than 3,500 kilometers with departure outside the EU: 600 euros (300 euros if they offer to arrive at the destination with a delay of less than 4 hours).
As pointed out by the OCU, the carrier may be exempt from this compensation if it demonstrates that it informed the passenger of the cancellation with at least two weeks' notice, something that is not happening in the case of this announced strike.
They also remind that passengers can claim additional compensation for the damages caused, provided they can be proven. For example, if the delay or cancellation causes the loss of another flight already contracted and linked to the first one.
How to claim to the airline
According to the OCU, requests for reimbursement, compensation or any other indemnity for this airport strike must be addressed to the airline with which the flight was contracted. If the response is not favorable, passengers can go to the State Air Safety Agency (AESA).
Before traveling to the airport, the Organization recommends checking the flight status on the airline's or AENA's website. Furthermore, any claim must be made in writing, either through the company's website, at the airport counter, or through the travel agency or platform with which the service was contracted, leaving a record of the circumstances and the date.