A few days ago, BMI Regional announced that they were closing their service between Edinburgh and Stornaway due to insufficient demand. The airline ensured there would be no inconvenience to their customers already booked by transferring their tickets to the continuing British Airways service.

When the route was introduced a couple of years ago, many might have been puzzled as to why a remote Scottish island would be interested in another daily service to the capital. However, increases in tourism, and the developing governance of the Scottish Executive would have been good reason to believe that passenger numbers were likely to increase. Whilst numbers have increased, so has the capacity of the Loganair planes, and there are simply too many empty seats to make it worthwhile for BMI to continue.

We're pleased that BMI have immediately rebooked passengers on the alternative flights. It contrasts with the practice of some low cost carriers who try to avoid rerouting passengers, instead thinking that a refund will be satisfactory. We take a brief look at passenger rights when a route is closed.

Why Airlines Close Routes

The usual reason for closing a route is that it is not commercially viable. Some carriers claim high airport charges and taxes, but the simple fact is that if they can make a profit they fly the route, if they can't then it will be closed and the aircraft used elsewhere.

Some airlines are quicker to pull out than others. This year Ryanair and Flybe have both closed routes at short notice, and Air Wales abruptly decided to stop all flights, despite having recently announced it was going to expand its network.

Problems for Passengers When Routes Close

If you find that the flight you have paid for is not going to operate, then you need to consider whether or not you still wish to travel.

If you decide not to travel, then you should receive a prompt refund from the airline and you need to make sure you cancel any additional services such as accommodation and car hire. The airline must provide the refund within 7 days.

If you do intend to travel, then we'd suggest a quick look at your options.

• Firstly, see if there is a cheaper flight available to you with another airline. If there is then grab it, and claim a refund on your original flight.

• Next check with your airline to see what arrangements they are making for you. The key here is to make contact sooner rather than later. Seats on alternative flights might already be running out, and you'll want to be giving your airline as much chance as possible to secure you an alternative flight.

• If your airline doesn't come up with a proper solution then you'll want to exercise your legal rights. Under EU law, the airline has to reroute you to your destination as soon as possible. If the airline no longer operates flights to your destination, then it should purchase flights for you from another airline. It should also cover any additional costs you incur, if for example you have to travel from another airport.

Enforcing Your Rights

Don't be put off by clauses like this (taken from the Ryanair website):

If a Ryanair flight is cancelled and no suitable alternative flight is available, we will, upon application, offer a refund of all monies paid in respect of the unused flight sectors on your reservation, without further liability. Ryanair does not provide compensation for flights which are delayed or cancelled for reasons beyond Ryanair's control. You may therefore wish to ensure that you have suitable private insurance cover in force to cover such eventualities. Your rights under EU Regulation 261/2004 are unaffected so in the case of denied boarding, flight cancellation or a delay in excess of two hours you will be provided at the airport with a written notice setting out the rules for compensation and assistance in line with such Regulation.

We consider that Ryanair are not being open about your right to be rerouted. This right is contained in EU Regulation 261/2004 which they refer to, but we wouldn't recommend waiting until you get to the airport before trying to sort it out. Some airlines have similar clauses.

We'd recommend the following steps until you have a satisfactory outcome:

• As soon as you are notified that the flight will not operate, ring the airline. Ask to be rerouted, make notes of the conversation and take the name of the person you speak to. If the airline refuses to help you, explain that you wish to exercise your rights under EU Regulation 261/2004, and ask to speak to a supervisor or manager if possible.

• If your date of travel is some weeks away, then write to the airline stating that you wish to exercise your right to be rerouted under EU Regulation 261/2004. Send the letter by recorded delivery and keep a copy and the posting receipt. Ask the airline to respond in writing, as this will be helpful if you later need to claim against them.

• If you are travelling soon, then you need to consider making alternative arrangements. As you will be claiming back any additional costs from the airline, make sure that your alternative arrangements match the original plans as closely as possible and are reasonably priced. Keep all receipts and documentation.

• Once your travel is completed then you will want to claim any additional costs from the original airline. Write a letter detailing the additional costs and send it to the airline by recorded delivery. We would recommend you added a modest amount to cover your time and costs (something around £25 might be reasonable).

• If the airline still refuses to settle then you should contact the Air Transport Users Council who have legal powers to enforce the EU legislation. They can also fine the airline up to £5000 for failing to resolve the complaint properly.

Throughout the process, try and retain your sense of humour and avoid becoming angry. Try to keep your tone to one of encouraging the airline to comply with EU legislation rather than threatening the consequences if they don't. Once the issues are settled the consider leaving a short note at the Airline Quality Forums at Skytrax so that other passengers can learn about your experience. We'd also be interested to hear how you got on.