Since the first day of the security strike at Charleroi Airport (BSCA), Test Achats has been swamped with complaints and pleas from passengers unable to enter the airport. Many asked whether they would be compensated for their flights.
Regulations on air passenger rights do not explicitly cover the case of being unable to enter an airport, as has been the case with the Security Masters strike this week. Test Achats explained that, in principle, refunds only have to be given if the airline is responsible for the cancellation or delay of a flight. Thus, airlines are not legally obliged to offer any kind of compensation and affected passengers were virtually helpless.
"The European regulation does not specifically address the case of a flight maintained and an impossibility to access the airport", explained Julie Frère, spokesperson for Test Achats, Tuesday morning.
Ondertussen zijn hier dranghekken gezet en ook meer politie, zo staan de mensen tenminste netjes in een rij. Geen geduw en getrek meer. De rij is wel heel erg lang. Ze roepen hier ook af dat als je vlucht binnen het uur vertrekt het geen nut heeft om te blijven wachten. #vrtnws pic.twitter.com/2wG7us8TCn
— Nico Cardone (@nicocardone) October 18, 2022
Tweet reads: 'Crowd barriers have been erected and also more police, at least now people are neatly lined up. No more pushing and pulling. The line is very long. They also say that if your flight leaves within the hour, there is no point in waiting.
A solution was nevertheless found for Ryanair customers last night. The airline decided to offer alternative flights or refunds to passengers who were unable to present themselves at the BSCA boarding gate on Monday and Tuesday.
The announcement was welcomed by Test Achats, which had called on the low-cost airline for some passenger support. The travellers concerned should receive – or have already received – an e-mail cancelling their flight. As a result, this opens the door to booking an alternative flight or receiving a refund.
Wednesday brings clarity
For Wednesday, there is much less ambiguity. The announcement that Charleroi Airport is closed for departures results in all flights being cancelled, thereby entitling passengers to refunds or alternative flights under the air passenger rights regulations.
"The companies Ryanair, TUI Fly and Wizzair will have to offer passengers either a refund or an alternative flight. No additional compensation is due as we are in a context of force majeure," said Frère.
For those who are not given the choice of a refund or an alternative flight, Test Achats encouraged affected passengers to get in touch on 0800/29.510. This number was opened on Tuesday in order to collect testimonies of passengers affected by the disruptions.
