GB airport flight disruptions

Introduction

• A technical issue with air traffic control has caused the cancellation of thousands of flights, affecting tens of thousands of passengers across the UK.
• Many customers travelling from any National Rail station, on any TOC, could be affected by either having a wasted trip to find the airport is closed and/or their flight cancelled, or find themselves needing to travel on National Rail on a different day if they have been unable to arrive into the airport as they had originally planned, or simply abandoning their rail journey completely if the flight cancellation is known before they commence travel.
• This issue is affecting most international airports across Britain.

Our onboard and station colleagues are on-hand to support customers affected by flight cancellations and changes. Please speak to a member of staff if you need assistance with your journey.

To support customers affected by airline disruption due to the recent air traffic outage, the following ticket arrangements are now in place.

Alternative travel dates to/from the airport

Customers with tickets dated 8 or 9 September 2026 who have been affected and who defer their travel to / from the airport to a different day can use their existing ticket to travel on the same day, including any connecting services.

The policy covers both: 

• inbound customers (i.e. customers flying into a GB airport who have a time / day specific National Rail ticket) from the airport station.

and

• outbound customers (i.e. customers who were due to fly out of a GB airport who have a time / day specific National Rail ticket) to the airport station.

Customers must show their airline ticket when using their ticket at an 
alternative time or on an alternative date. 
 

For flights cancelled by airlines, the we are aware that flight tickets may not be available on apps post cancellation. For customers travelling to the airport on an alternative day to catch their rearranged flight, they should show their new airline ticket. For customers returning from the airport who have had their flight cancelled an email cancellation will suffice.

Customers can use their ticket on an alternative date as detailed here:

Anytime, Off-Peak or Advance tickets; also Rovers and Rangers and customers travelling with Interrail and Britrail Passes

Applicable to:

• All Train Operating Companies

• Customers must show their airline ticket when using their train ticket at an alternative time or on an alternative date. 
• Customers who have already travelled to the airport and want to go back home - if they have a return ticket for an alternative day they can use their ticket on that same day instead, with their accompanying cancelled airline ticket / email.
• Customers with tickets valid to travel across London may use the Elizabeth line on the above alternative days. However, crossing London via London Underground will only be accepted on the date shown on the ticket, therefore customers must use pay as you go or purchase a ticket for the London Underground leg of their journey if travelling the day before or after.  
• Where you hold a seat reservation (not applicable to Chiltern Railways services), this cannot be honoured if they travel on a different day.
• Customers who wish to change Advance tickets to travel outside of this easement are permitted to do so under the usual Advance ticket terms and conditions.

London airports

This policy will also apply to customers with tickets to and from any National Rail station in London as they may have used/be planning to use London Underground, DLR or bus connecting services and Pay as you go between the airport and London. Customers will still need to show their airline ticket in this scenario.

Flight diversions and alternative travel dates from other airports

There is a likelihood that some flights will be diverted elsewhere, for example other airports or even other countries.

This policy does not apply to any rail travel to or from on any other airport, other than the one the ticket was booked. Customers will need to purchase their rail ticket to/from whichever airport station that they now need to travel to/from but may be entitled to a refund on any unused tickets to/from the original airport station.

Duration of flight disruption

The duration of the airport closures or flight cancellations are currently unknown, but if it continues beyond today then the policy will be extended to cover for the duration.

Refunds

If customers are not rescheduling flights, fee free refunds should be requested from the original ticket retailer, within 28 days, in relation to all flexible train tickets.