Compensation claim for 27hr Jet2 delay - what can i do ??

mikeyw

Hi Guys,

I've just had my holiday in Lanzarote completely ruined by a 27hr delay on the jet2.CON return flight. To make matters worse we had our 22month old daughter with us who has been suffering with illness and was very unwell throughout. You wouldn't wish a situation like that on your worst enemy :mad:

The informartion from jet2 about the delay was pretty non-existent in the airport and surprise,surprise nobody from the company was anywhere to be found. After about 6hrs of waiting one guy rang the jet2 HELPline and found himself speaking to some clueless indian person in a call centre probably in bombay who knew absolutely nothing about the situation....quel suprise.

Anyway the problematic plane eventually arrived in the airport about 9hrs after it should have and everyone was told to queue ready to board. After a further 60min wait they then announced the flight was cancelled - no reason given. Let's just say a riot in the airport wouldn't have been a surprise people were that angry. Anyway all 200+ passengers were taken to hotels another 60mins later and we finally got to bed at 1am - 11hrs after our 1.55pm scheduled flight time. The next day we were holed up in the hotel until about 2pm. We were then bused back to the airport and eventually got on another plane at about 4-45pm.

I had to take another day off work and many people on the plane were self employed so lost revenue for the extra day.

My Daughter was very difficult to look after and was unable to understand what was going on - she hardly had any sleep through the whole ordeal making her only worse. The stress this episode caused myself & my wife is immeasurable.

Anyone sorry for harping on but I want to know what i'm entitled in terms of compensation and how I go about getting it ? - should I pursue it with jet2.con direct or through my holiday insurance ?

Any advice much appreciated.

TIA,
Mike

jonesMUFCforever

I suggest you would have more luck with your travel insurance.
Not sure you would be covered for loss of employment/wages unless specifically stated in the policy.

mikeyw

Meant to add there was a EU charter in the airport stating customers rights have been strengthened recently meaning you now are entitled to a free meal after 3hrs and after 5hrs your airline has to refund your flight costs.

mystic_trev

mikeyw wrote: »

Meant to add there was a EU charter in the airport stating customers rights have been strengthened recently meaning you now are entitled to a free meal after 3hrs and after 5hrs your airline has to refund your flight costs.

I shouldn't rely on that too much (re compensation) a number of Airlines have found ways of getting round it.Your chances of getting compensation depend on the reasons for you're delay. If it was due to "exceptional" circumstances, you may find you have problems claiming.What were the resons given for your flight being delayed until the next day?

mikeyw

Well we've been led to believe there was engine problems with the plane on the flight out from Leeds/Bfd, it had to emergency land in Portugal for repairs.

Surely they must be insured against things like this though so compensation claims can be dealt with.

mystic_trev

mikeyw wrote: »

Well we've been led to believe there was engine problems with the plane on the flight out from Leeds/Bfd, it had to emergency land in Portugal for repairs.

Surely they must be insured against things like this though so compensation claims can be dealt with.

No - Airlines cannot Insure for mechanical breakdown.

Now the good news. The circumstances you've described do not fall under the "extraordinary circumstances " as described in EU regs.


http://europa.eu.int/eur-lex/pri/en/oj/dat/2004/l_046/l_04620040217en00010007.pdf

My opinion (and that's all it is) is that you have a valid claim.

mikeyw

Thanks - so it just give the insurance company the details and let them run with it ?

dmg24

Now the good news. The circumstances you've described do not fall under the "extraordinary circumstances " as described in EU regs.

The definition of extraordinary circumstances is those circumstances "which could not have been avoided even if all reasonable measures had been taken."

Engine problems have previously been quoted as extraordinary circumstances, as they are beyond the control of the airline.

The European legislation is still relatively untested with regard to the courts, and the airlines do tend to interpret it as they feel fit.

Also, the legislation should be read with regard to its provisions for cancellations, not delays, as your original flight was cancelled.

The relevant sections of the statute are Articles 7, 8 and 9. These state that (unless the cancellation was caused by extraordinary circumstances) you are entitled to 250 euros compensation each, your rearranged return flight, hotel accommodation and meals appropriate to your waiting time.

dmg24

Also, your insurers will not claim anything from the airline, this is up to you to action.

Your insurance payout for this is not likely to be a great deal. Typical amounts are £20 for the first 12 hours, followed by £10 for each subsequent 12 hours. This will of course be more if you have a premium travel insurance.

WiseInvestor_2

Unpleasant as your ordeal must've been, can you imagine being on the original flight that had to make an "emergency landing" with engine problems?!

I'd be quite willing to wait as long as it takes to make sure my plane is fit for service. I would be horrified to see airlines pushed into putting commerce before safety, which is exactly the road mass-compensation takes us down.

Rejoice in your health and that of your family, and be thankfull that your ordeal was merely inconvenient, not traumatic.

budgetflyer

Jet 2 have met their obligations per EU regs

Meals and refreshments in relation to waiting time Two free telephone calls, emails, telexes or faxes
Hotel accommodation and transfers
Reimbursement of ticket (if passenger decides not to travel*)

Their customer service may have been better, regarding keeping you informed, but remember, they are a "budget" airline. Otherwise what else could they do ? Its not like a magic wand could be waved and presto, a plane appears. They dont keep spare ones, in case of these situations
Insurance is your only other claim route.

BTW I always print off and take a copy of my passenger rights, any time I fly.