Flight delay and cancellation compensation, KLM/AF ONLY

mrsyorkie

Air France
Firsty, I do apologise if this is in the wrong place, but I need some advice please.

Basically, our flight from Paris to Johannesberg was cancelled (Air France say delayed?). It was a connecting flight and we were due to fly at 23:20 on the 15th June but due to a technical error (which we were not informed about) we were placed in a hotel and put on a flight scheduled to leave at 11.30am the next day (which was also delayed by 45 mins as they said they were cleaning the plane)...

I have emailed Air France as I believed under the regulation we are entitled to compensation, but they say as it was a technical error with the plane we are not. However, they have offered a full refund of the hotel we had previously booked, paid for and lost as a result of this and also 100 euros per ticket due to the way I felt we were treat (long story).

What I'm basically asking is what do I do next please? I have read a few posts and Martin's FAQ's and believe that we are entitled to compensation. Is this right? If so, do I use the template and write to the CAA? Do I acknowledge Air France's response and inform then I'm writing to the CAA?

What are your thoughts please?

mrsyorkie

This is the reason given from Air France if it helps;

I am sorry to learn that your flight AF990 from Charles de Gaulle to Johannesburg was delayed due to technical factors. A technical issue, that is encountered unexpectedly and which presents itself beyond our scope of influence, is a threat to flight safety and can be regarded as an extraordinary circumstance and therefore is not one here there is an entitlement to compensation under EU regulations.

Mark2spark

"What to do next"

You write back to them and say that they haven't provided a satisfactory in depth reason for the tech issue that caused the delay, and that if they do not provide such a reason within 14/21 days of the date of this letter, then you will be at liberty to commence court action against them without giving them further notice.

Obviously expand the letter and quote EU261 as the reason for the claim etc

mrsyorkie

Ok thank you, I'll do that. Not sure how I'd even go about taking them to court, guess I've got a lot of reading and googling to do! is going through the CAA any use?

111KAB

mrsyorkie wrote: »

.......! is going through the CAA any use?

No - waste of time

mrsyorkie

Thanks. I've found a letter template on another website so I'll use that too. I also found out they are supposed to offer you two free phone calls/emails and they didn't. Spent a small fortune on phone calls to our car hire company to rearrange the pick up time also the hotel they put us in didn't have any meals available until the morning and we had to buy drinks.

What's the chances of actually winning this claim?

Mark2spark

There's no need to google for stuff mrs yorkie, all the info you need is in the FAQ's (sticky) which is also reproduced at the start of each airline specific thread.
Yes you have a good chance of claiming the rightful compensation. But we can't spoon feed everyone, you'll have to do a bit of reading up yourself.

mrsyorkie

Hi,
Thanks for your reply. I've read the FAQ's and from my understanding you try the airline then the CAA. I've tried the airline and was earlier told not to bother with the CAA. My understanding is that the airlines can't use technical faults as an excuse not to pay up, as it expected they would have the parts and people available to be able to sort any problems as per their operations and its only really things such as the weather that you can't claim for. I don't expect to be spoonfed and would go through a no win no fee company if that was the case, but please can you let me know if I'm at least on the right track?

Vauban

You are on the right track

mrsyorkie

Thank you