A power failure at Bough Beech Water Treatment Works caused a major water outage at Gatwick Airport on Sunday, July 26, 2026, leading to the suspension of airport services and closure of toilet and restaurant facilities. The outage also affected surrounding regions near the airport.
By Monday morning, July 27, 2026, the water supply to Gatwick Airport was fully restored. Gatwick Airport confirmed that all toilet facilities and food and beverage outlets had reopened and that normal operations resumed. SES Water, the supplier responsible, issued an apology for the disruption and thanked customers and partners for their patience during the
restoration process.
Passenger Refunds and Complaint Procedures
Passengers impacted by the outage are eligible to request refunds for prepaid services, including meals, lounge bookings, or treatments that were unavailable during the disruption. Consumer expert Vix Leyton of thinkmoney advised affected travelers to keep receipts for any reasonable additional expenses, take photographs or screenshots documenting the disruption, and submit complaints directly to Gatwick Airport.
Ms. Leyton emphasized that passengers who paid for services not delivered should initially seek a refund from the provider, stating, “The business should not be able to keep the full payment for something it simply did not provide.” If a refund is
refused, cardholders can pursue chargebacks through their banks. She noted Section 75 of the Consumer Credit Act may cover credit card purchases from £100 up to £30,000 but that many airport bookings may fall below this threshold.
Limits on Compensation and Flight Disruption Claims
Compensation for general inconvenience caused by the outage is less likely to be awarded. Ms. Leyton clarified that refunds for missed services such as restaurant bookings are more feasible than claims for subjective dissatisfaction with the airport experience. Furthermore, normal flight compensation regulations generally do not apply if passengers miss flights due to airport infrastructure failures like this water outage.
She said, “If
the plane left on time but you did not get to the gate, the normal flight compensation rules are unlikely to help,” as those rules cover airline cancellations, delays, or overbookings, not external airport disruptions.
Travel Insurance and Passenger Rights
Travel insurance coverage for missed flights related to the water outage depends on the specific policy terms. Ms. Leyton warned that policies often define ‘missed departure’ under narrowly specified conditions, and a water outage at the airport may not qualify. Passengers must demonstrate fault, foreseeability of loss, and reasonable efforts to reach their flights.
Should the flight be canceled or heavily delayed due to such
infrastructure failure, travelers may be entitled to meals, accommodation, rerouting, or refunds. Fixed cash compensation remains contingent on whether the disruption is considered within the airline’s control.
Documentation and Accountability
Facing potential disputes among involved parties, passengers are advised to immediately create a detailed paper trail. This includes speaking with airport staff, collecting names or reference numbers, retaining receipts, and thoroughly documenting the disruption in real time to support any claims for refunds or compensation.
Gatwick Airport officially stated that water services were fully restored by Monday morning, with all amenities open and operational. SES Water acknowledged the incident’s impact, apologizing for the
inconvenience and recognizing public patience during supply restoration.
