Flight delay and cancellation compensation, Flybe ONLY

Caz3121

Labshaw wrote: »

Just seems bizarre they can use this weather excuse when it suits them but the other flights were ok.

different aircraft types can have different weather limitations so it is possible for one flight to be affected when another not.
try putting your flight details into the free NWNF checkers - EUClaim, bottonline....they should confirm whether there is a likely claim or not

kuja35

hey folks, i am looking for some help on how i should progress this one please...

I'll copy in the original email I sent which didn't get a respond after around 11 weeks or so, therefore i escalated within resolver and got a response the next day. I am just wondering does it look like they are trying to offer to pay for the travel (around £120 each) as a way of getting out of the EU compensation?

Any help would be great as unsure the best way progress or what to say really! Also, i am not able to claim for my other passengers as well? are they just trying to get us to jump through more hoops?

my original email...

'Booking reference or other flight details: booking ref = [blanked out]
Existing complaint reference (if applicable):
Date of flight: June 23rd, 2016
Departure airport:Dundee
Arrival airport:Amsterdam
Scheduled departure time of original flight: 12:25
Scheduled arrival time of original flight: 15:25
Warning given before the flight was cancelled: None



Scheduled arrival time/date of alternative flight offered: None offered from Dundee due to only one flight per day, next day was full and does not fly over the weekend. Therefore, we had to travel from Dundee at 19:30 to arrive in Manchester at 04:00 by train for a 07:00 flight from Manchester to Amsterdam.


Total number of passengers on the booking: 3

Other passengers’ names (if claiming for others as well): [blanked out] and [blanked out]



I am therefore seeking the fixed compensation as specified in EC 261/2004.


Additional refund or compensation sought: Our flight from Dundee to Amsterdam (flight BE1284) on Thursday the 23rd of June 2016 was cancelled due to a technical issue with the plane. As only one flight leaves Dundee to Amsterdam per day, we were not able to be put on another plane from the same airport. The option of getting a plane the following day (Friday) was also not possible due it being fully booked and Flybe do not run this service over the weekend.


Therefore, I called up the Flybe helpdesk and spoke to a lovely agent who went through all of the available options for us to fly from somewhere else. However, the only option was for us to travel to England in order to get a flight. Therefore, in order to ensure we didn’t miss another day of our holiday we got transferred to a 7am (Friday 24th) flight that was leaving from Manchester.


As a result of this, we had to book a last minute train from Dundee to Manchester at a cost of £122.30 each (receipt is attached – we were told on the phone that we would be able to claim this back if we kept all the receipts) and get to the airport with no sleep. Further to this, we had a music festival to attend on the Friday that were unable to attend (total cost = £135 – receipt is attached) and we missed a night in our accommodation (total cost for the night missed £170 - receipt is attached).


On a lighter note - the Flybe staff were excellent overall and we’d certainly consider travelling with Flybe next year when we attend the same festival if we are able to resolve this claim as the service when we got everything resolved was great!'


and the response i got just the other day...


Dear Paul


Our Ref: 160919 - 000911

Thank you for your email dated 18 September 2016, regarding flight BE1284 from Dundee to Amsterdam on 23 June 2016. Firstly, I would like to apologise for the disruption to your travel plans as I can fully appreciate that not only did you have to travel down to England and incurred some additional costs, but that you also missed the first day of the festival.

I note from your email that you state you have contacted us previously in relation to this matter. After checking our records I have been unable to locate any previous correspondence.

As Flybe are a point to point airline, we can only consider essential duty of care costs incurred directly between your departure and arrival airports. This means that we would be unable to consider the pre booked hotel or the day you missed of the festival. This would be a matter for your travel insurance. Please find below a link to the form your insurance company would request.

We can certainly refund your travel costs between Dundee and Manchester, however the receipts were not attached to your email. Please reply directly to this email and attach the relevant receipts for our consideration. I can also advise that [blanked out] and [blanked out] would need to submit their own expense claims.

Having investigated the above flight, I can confirm that it was cancelled due to a technical fault with the aircraft. Technical issues with aircraft do sometimes occur and in the interest of safety for our passengers and crew, Flybe are not able to operate an aircraft until all identified faults and issues have been rectified and the aircraft is deemed fit to fly.

Thank you for taking the time to contact Flybe and we look forward to resolving this matter upon receipt of the above documentation.

Kind regards

Malcolm Davidson
Customer Relations Administrator

Caz3121

they are correct that they are not responsible for the missed festival or hotel so you should look to your travel insurance to see if they cover that
they have confirmed they will cover the train and you should also be due €250 per passenger for the cancellation

kuja35

Thanks a lot for reply Caz, it means a lot. I'll reply just now. I am assuming it wouldn't be normal for us ALL have to go through this process and I should be able to apply on behalf of us all?

Beagle1973

Hi. Looking for advice.

Booked with Flybe for Edinburgh to Guernsey via Southampton (return).

Flight from Guernsey to Southampton was delayed by over 3 hours.

Tried to claim compensation from Flybe but was directed to Blue Islands who are a franchise partner of Flybe and who operate the Guernsey to Southampton flights.

Turns out Blue Islands is registered in Channel Islands and therefore non EU regulated state. So told that not entitled to compensation.

Is this correct, even though booked through Flybe, Blue Islands aircraft sport Flybe logo?

Caz3121

Beagle1973 wrote: »

Is this correct, even though booked through Flybe, Blue Islands aircraft sport Flybe logo?

It is correct. EU261 claims are against the operating airline. Although it is a BE flight number, the website does show that it is a Blue Islands flight with Blue Islands conditions of carriage
https://www.flybe.com/pdf/blue-islands/Blue-Islands-Terms-and-Conditions.pdf
9.3.1 Blue Islands is based in the Channel Islands and is not an 'EU carrier/Community carrier'; many of our flights are outside the EU and are not covered by EC regulations in respect of cancellations and long delays. Flights operated by us to which these EC regulations apply are those departing from an EU member state.

Alan_Bowen

At the moment Edinburgh is still part of the EU and therefore EU261 applies to flights departing Edinburgh irrespective of whether it is an EU airline or not. Flights from the Channel Islands back to the UK on Blue Islands would not be protected but by the looks of it your flight is.

Beagle1973

Many thanks for your response, guys.

So looks like was advised correctly by Flybe/Blue Islands.

Any chance of compensation for the delayed arrival in Edinburgh - were moved to a later flight (more than 3 hours later) because of the delay from Guernsey to Southampton?

Caz3121

Beagle1973 wrote: »

Any chance of compensation for the delayed arrival in Edinburgh - were moved to a later flight (more than 3 hours later) because of the delay from Guernsey to Southampton?

claim is against the airline that caused the delay. As this was Blue Island then no EU261.
Flybe SOU-EDI was not delayed I assume, she missed the flight she was booked on so they moved her to a later flight so no claim from Flybe

As Alan Bowen said, there would have been protection on the EDI-SOU-GCI part of the journey and if the GCI-SOU was on time but the SOU-EDI was delayed....just not for any delay departing GCI

tinny31

hey guys, can you help, i have recently gone via resolver for a flight i took last month, we were returning from jersey to exeter on the 3rd november following a short trip, ok... flight was supposed to leave 16.50pm..stopping in gurnsey enroute, we actually left.. jersey at 19.42, ( info on flight stat site has two actuals, 2nd one says actual 7.51pm, ) then landed in gurney at 8.37, and on to exeter landing 9.13 pm.. on flightstat does not give a second actual, from gurney to jersey..

resolver sent the email...fantastic service by the way,!!!!
flybe responded in 48 hours saying that the delay was only 2hours 58 minutes late.. and therefore were not able to compensate... I'm my mind the calculations a a little different ... 4.50 pm, to 9.13, is longer than 2 hours 58 mins... how should i respond? thanks guys..so frustrating!!