Air Namibia - How to Complain

ceebeeby

We very recently had a dreadful service on our home-bound flight from Air Namibia. We booked and paid for our tickets through Air Namibia UK. Tried to complain to duty manager of company in Namibia (won't go into the boring details of it all, but it involved 11 hours of sitting around and it was their fault entirely) at the airport, but he kept smiling and saying he couldn't help. Since coming home I've phoned Air Namibia UK and they said that they are just acting as the agents for Air Namibia (in Namibia) and I could only complain to them - they gave me an email address. I have emailed Air Namibia (in Namibia) giving them all the details and asking for compensation for the cost of our onward travel tickets (once we arrived in London we had missed our onward flight to Glasgow and had to purchase new tickets) and surprise, surprise, have heard nothing whatsoever. They had until today to respond. Does anyone have any advice on what I could do next?

lisyloo

Do you have any travel insurance?
You might be able to make a claim from them from the delay.

littlepockets

First call would be on your insurance policy if you have one

Next would depend on what your tickets say - does it say that your contract is with Air Namibia (in Namibia) - if so it will be impossible to sue for compensation

If there is no mention then it may be that your contract is with Air Namibia (UK) and you could sue for compensation in the small claims court

You should take legal advice (if you have taken legal expenses cover with your home or car they usually provide a free advice service)

I doubt they would out of goodwill offer compensation - airlines tend to be very arrogant when it comes to offering compensation

moonrakerz

How did you pay for the tickets ? If it was on your Credit Card, the Card issuer is equally responsible.

Voyager2002

I'm afraid you don't have any come-back against airlines. You should certainly get something from your travel insurance after such a long delay.

If you do a journey like this again, please ensure that all your flights are on the same ticket. That way, if a delay means you miss a connection, the airline is responsible for finding another flight for you, and paying if necessary.

superflygal

I am a stewardess (8 years) and can confirm that most airlines don't give a toss. They argue that their contract is to get you from a to b (they also reserve the right to take you via c!).

Any compensation you may get is generally a goodwill gesture.

Unless you booked connection to GLA through them, you have no comebacks there either.

As its foreign, i really wouldn't bother.

Expect little from airlines. If they get you there its all one can expect these days!

Sorry i can't be more help!

Superflygal x

ceebeeby

Basically what happened is the tickets were bought and paid for in June for travel in December/January. Payment was made via. direct bank transfer as requested into a UK bank account.

Outbound flight absolutely fine. Inbound flight, telephoned 48 hrs prior to travel and was informed there were no issues with flight. Arrived at the airport only to discover the flight times had been moved to 2 hours later. The flight was now due to land in London 1 hour later, but this was too late for the check-in to Glasgow (by the time we'd transferred terminals etc.). I booked direct with Air Namibia Flight Centre (London) and there was no option for the Glasgow portion of the trip.

No-one at Windhoek airport knew why the flight times on our tickets were incorrect, someone did say "oh, it's now summer and we have time changes" but surely all times on tickets are local time anyway - but this just seemed like a shrugged shoulder response to see if we would buy it.

We arrived in Gatwick ... as suspected missed the connection and had to pay an upgrade fee (or rescue fee or something, per ticket) to transfer on to the next available flight which was 9 hours later (hence 11 hours - 2 hours in Africa and 9 in London). It wasn't just that cost though, there was added refreshments for the family etc. not to mention the magazines to keep the kids amused (we ran out of i-spy games after the first hour!)

We did have travel insurance but on speaking to them they say that it is Air Namibias responsibility as they completely failed us by not telling us that the flights had moved either pre-travel or during re-confirmation.

I personally think that it's shocking that you pay nearly £3k for the privilege of spending 20 hours in their company and they treat you so appallingly!

I've managed to find the postal address of both Air Namib (UK), Windhoek and the President of Namibia .... I just need to calm down enough now to send it!!

Voyager2002

ceebeeby wrote:

Basically what happened is the tickets were bought and paid for in June for travel in December/January. Payment was made via. direct bank transfer as requested into a UK bank account.

Outbound flight absolutely fine. Inbound flight, telephoned 48 hrs prior to travel and was informed there were no issues with flight. Arrived at the airport only to discover the flight times had been moved to 2 hours later. The flight was now due to land in London 1 hour later, but this was too late for the check-in to Glasgow (by the time we'd transferred terminals etc.). I booked direct with Air Namibia Flight Centre (London) and there was no option for the Glasgow portion of the trip.

No-one at Windhoek airport knew why the flight times on our tickets were incorrect, someone did say "oh, it's now summer and we have time changes" but surely all times on tickets are local time anyway - but this just seemed like a shrugged shoulder response to see if we would buy it.

We arrived in Gatwick ... as suspected missed the connection and had to pay an upgrade fee (or rescue fee or something, per ticket) to transfer on to the next available flight which was 9 hours later (hence 11 hours - 2 hours in Africa and 9 in London). It wasn't just that cost though, there was added refreshments for the family etc. not to mention the magazines to keep the kids amused (we ran out of i-spy games after the first hour!)

We did have travel insurance but on speaking to them they say that it is Air Namibias responsibility as they completely failed us by not telling us that the flights had moved either pre-travel or during re-confirmation.

I personally think that it's shocking that you pay nearly £3k for the privilege of spending 20 hours in their company and they treat you so appallingly!

I've managed to find the postal address of both Air Namib (UK), Windhoek and the President of Namibia .... I just need to calm down enough now to send it!!

A sad story. However, I would NEVER put myself in a position where I depended on a long-haul flight arriving on time. I generally assume that flights will get in a couple of hours late, and book connections accordingly.

It was bad practice of the airline not to tell you about the time change when you reconfirmed your flight, but in the 'Third World' most things happen at the last minute.

LondonDiva

try the caa for contact detaisl and advice.

I complained about Iberia and cc'd them into the email.
http://www.caa.co.uk/default.aspx?categoryid=306&pagetype=90&pageid=2186

superflygal

I would agree with Voyager there, Never trust airlines. Get there 3 hours before departure minimum for long haul and 2 hours minumum for short haul.

The ticket or terms and conditions will probably say (i know my airline does) that the airline reserve the right to change flight times/and or cancel flights without prior passenger notification. That is why the get out clause of saying pax need to confirm flight 72hours prior to departure on the ticket/terms.

It is disgusting, i agree.

I missed a flight from Kota Kinabulu (Borneo) to LHR and even though i was crew (on aircrew leisure travel) i had to pay £400 extra for me and Hubby (he was fuming) to be put onto next available flight.

Nowadays customer care has slipped away for air travel. Thats why so may terms and conditions are in tiny print on your ticket.

Good luck with fighting your corner. I always complain when dissatisfied an take the view, if you don't ask, you don't get!

I would add though, for future reference, that UK registered airlines (Air namibia is not of course) have to (by law) offer refresments for delays of over 4 hours (normally £3.50 to spend in terminal, (WOW!) free cuppa anyone?)

Superflygal x

superflygal

PS also, never let a travel agent book a connection with less than a 2 hour turnaround. I have seen many distrought people as a result of poor travel agent planning that have missed important onward connections.

You need about 3 hours to be reasonably safe (even with domestics) Most airlines simply will not take a dealy for 1 or 2 pax. It costs them a lot of money.

Superflygal x