What exactly are your rights?

你的權利究竟是什麼？

Martin knows and he's here now.

馬丁知道，他現在就在這裡。

So should we start with EU flights?

那麼我們是否應該從歐盟班機開始？

Yeah, this is the big one.

是的，這是個大問題。

This is the big regulation that's out there and this can be big money.

這是外面的大法規，這可能是大錢。

Samantha Gunning touched me the other day on social media.

有一天，薩曼莎-甘寧在社交媒體上觸動了我。

She said I used your info to claim for a delay to Cancun took a couple of days, just a couple of days to get 2000 £272 for me and the family that will go towards next year's holiday.

她說我用你的資訊申請延遲到坎昆花了幾天時間，只用了幾天時間就為我和家人拿到了2000年的272英鎊，將用於明年的假期。

Now, I know you hear I said Cancun but we're talking about eu that's because what counts?

現在，我知道你聽到我說的是坎昆，但我們談論的是歐盟，那是因為什麼算數？

This is the EU regulation 261 slash 2004.

這就是歐盟第261號條例的斜線2004。

Now, it may sound a bit weird and nerdy for me to be quoting that but you want to be putting that in your letter.

現在，我引用這句話可能聽起來有點怪異和書呆子，但你要把這句話放在你的信中。

So that's eu regulation 261 slash 2004.

是以，這就是歐盟第261號條例，即2004年的斜線。

By the way, there's a full article on the website where you can get far more details of everything I'm going to say so don't worry that you're not going to put it down now to count as an EU flight.

順便說一下，網站上有一篇完整的文章，在那裡你可以得到遠比我要說的更多的細節，所以不要擔心你現在不把它算作歐盟班機。

It has to be any flight leaving an EU airport so pretty easy.

必須是離開歐盟機場的任何班機，所以相當容易。

And of course, we're still in the UK in the EU.

當然，我們還在歐盟中的英國。

So the any UK flight is an EU flight or any flight arriving at an EU airport but then provided it's an EU airline.

是以，任何英國班機都是歐盟班機，或任何抵達歐盟機場的班機，但前提是必須是歐盟的航空公司。

So for example, London to New York, EU flight, New York to London on KLM or British Airways.

是以，例如，倫敦到紐約，歐盟班機，紐約到倫敦的荷航或英航。

Eu flight on Air India, not an EU flight, you're not covered by these regulations.

印度航空公司的Eu班機，不是歐盟班機，你不在這些規定的範圍內。

If you are covered by these regulations, then it's not just delays this summer, you can go back if you've had a delay or a cancellation at any time since 2011, you are still entitled to go back and get this money and we often get really big wins, reported on that.

如果你被這些規定所覆蓋，那麼不只是今年夏天的延誤，你可以回去，如果你在2011年以來的任何時候有過延誤或取消，你仍然有權回去獲得這筆錢，我們經常得到真正的大贏家，在這方面的報道。

So what is a delay?

那麼，什麼是延遲？

What counts as the delay time, 20 minutes, I'm talking, you must arrive three hours late and the crucial word is arrive, you leave four hours late and get there two hours, 55 minutes and arrival technically counts because this does get tricky.

什麼算作延遲時間，20分鐘，我說的是，你必須晚三個小時到達，關鍵的詞是到達，你晚四個小時出發，兩個小時55分鐘到達，到達在技術上也算，因為這的確很棘手。

It's the time they open the plane doors.

這是他們打開飛機門的時間。

So if you've arrived over three hours late, then you're entitled to compensation.

是以，如果你晚到了三個小時以上，那麼你就有權獲得賠償。

But this is the big one.

但這是個大問題。

It must have been the airline's fault, bad weather.

這一定是航空公司的錯，天氣不好。

Airport staff strikes political dispute in a country, not the airline's fault.

機場工作人員罷工是一個國家的政治爭端，不是航空公司的錯。

Staffing plant problems, poor planning and now technical problems, there were lots of court cases on this has been cleared up unless it's a fault with the airline manufacturer.

人員配備的工廠問題，計劃不周，現在又出現了技術問題，有很多關於這個的法庭案件已經被澄清了，除非是航空公司製造商的故障。

If generally, if it's a technical problem with the airline, that is the airline's fault.

如果一般來說，如果是航空公司的技術問題，那就是航空公司的錯。

Now, they'll often try and fight your tooth and nail.

現在，他們經常會試圖和你拼命。

And sometimes you've seen reports recently where airlines are saying, oh, it's bad weather.

有時你看到最近的報告，航空公司說，哦，是壞天氣。

But when you had your announcement, they told you sorry, our pilot has turned up.

但當你有你的公告時，他們告訴你，對不起，我們的飛行員已經出現了。

So make a note of what it was and you're going to need to go through it and you're going to need to fight it cash.

所以要記下它是什麼，你要通過它，你要打它的現金。

You're talking a fixed amount of cash somewhere between 205 £100 per person, depending on the delay length and depending on how far your flight was, that's for delays.

你說的是每人205英鎊到100英鎊之間的固定數額的現金，這取決於延誤的長度，也取決於你的班機有多遠，這是針對延誤的。

I'll just throw in cancellations because this gets it really even more interesting.

我只想拋出取消的問題，因為這讓它真的更加有趣。

If your flight is canceled, then you're entitled to a choice of a refund or a new flight regardless of whether it's the airline's fault.

如果你的班機被取消，那麼你有權選擇退款或新的班機，無論是否是航空公司的錯。

So you get that anyway, even if it's not the airline's fault, if it is the airline's fault and you're canceled and you would you arrive late on your replacement flight, then you are also usually entitled to compensation.

是以，無論如何你都會得到這些，即使不是航空公司的錯，如果是航空公司的錯，你被取消了，你會你在替代班機上晚點到達，那麼你通常也有權得到賠償。

And this is where it gets really interesting.

這就是它變得非常有趣的地方。

So I'm trying to explain this.

所以我想解釋一下。

It's complex.

這很複雜。

You get a choice between a refund and an alternative flight.

你可以在退款和替代班機之間做出選擇。

If you choose a refund but the alternative flight they offered you arrives late.

如果你選擇退款，但他們提供給你的替代班機晚點到達。

Even if you chose the refund, you can get the compensation if it's the airline's fault based on the arrival time and do it even if you didn't do it because that was the best alternative you have.

即使你選擇了退款，如果是航空公司的錯，你也可以根據到達時間獲得賠償，即使你沒有這樣做，因為那是你最好的選擇。

And therefore you get the delay compensation even though you chose a refund.

是以，即使你選擇了退款，你也能得到延遲賠償。

So you're entitled to that in a cancellation situation, it is subtly different.

是以，在取消的情況下，你有權這樣做，它是微妙的不同。

You put this in place.

你把這個地方。

Do you email?

你會發電子郵件嗎？

First thing you do is you get touch with the airline, you can write to them.

你要做的第一件事是你與航空公司取得聯繫，你可以寫信給他們。

Although there are free template letters and free tools online that they will do this for you.

雖然網上有免費的模板信和免費的工具，他們會幫你做這個。

You do not need to pay a claims handling company for doing this.

你不需要因為這樣做而向索賠處理公司付費。

You can do it yourself.

你可以自己做。

I would only use a claims handling company at the very, very last stages where you're having to go to court, but most people won't have to do that.

我只會在你不得不上法庭的最後階段才會使用索賠處理公司，但大多數人不會有這種需要。

Start off doing it by yourself.

開始時自己做。

Write to the airline, some airlines you took a couple of days, they pay up after that and especially using those tools and things out there, make it much easier to do after that if you get rejected and that's very common.

寫信給航空公司，有些航空公司你花了幾天時間，之後他們就會付錢，特別是使用外面的那些工具和東西，如果你被拒絕，之後就更容易做了，這很常見。

So don't sit there going and they said no, it's over.

所以不要坐在那裡去，他們說不，已經結束了。

You then have a choice depending on the airline.

然後你可以根據航空公司的情況進行選擇。

Sorry to make it complicated of what's called alternative dispute resolution processes.

很抱歉，把所謂的替代性爭端解決程序搞得很複雜。

And if one is available, you have to use it, sometimes you might be asked to pay £25.

如果有的話，你必須使用它，有時可能會被要求支付25英鎊。

That's refundable if you win for doing so.

如果你這樣做贏了，那是可以退還的。

If you don't have one of those, you can go to the Civil Aviation Authority.

如果你沒有這些，你可以去找民航局。

Although in some cases, if your flight was coming into the UK, you might have to use a foreign regulator to do it for you.

儘管在某些情況下，如果你的班機要進入英國，你可能不得不使用外國監管機構來為你做這件事。

And if you get to the point where you can't cope with it, then you might want to use a claims firm.

如果你到了無法應付的地步，那麼你可能想使用一個索賠公司。

And I'd go for someone like Bots and co who've been, are a solicitor's firm on a no win, no fee basis, who've been fighting this since the beginning.

我會選擇像Bots and co這樣的人，他們是一家不贏不輸的律師事務所，他們從一開始就在為這個問題而奮鬥。

They're the one who put all the work in.

他們才是投入所有工作的人。

So if you go, but I wouldn't do that in the first instance because there's no need to do.

是以，如果你去，但我不會在第一時間這樣做，因為沒有必要這樣做。

So, only if it's starting to get difficult.

所以，只有在開始變得困難的時候才會這樣。