New! Flight Delay and Cancellation Compensation Board

girliepower

Thanks for that, do I just email them and hope they are honest about it? I kinda feel bad chasing compensation as I have never done it before. I can't access the template letter on here as Malta isn't on the list.

Mark2spark

girliepower wrote: »

Thanks for that, do I just email them and hope they are honest about it? I kinda feel bad chasing compensation as I have never done it before. I can't access the template letter on here as Malta isn't on the list.

All the template letters are in the FAQ's, which is a sticky:

https://forums.moneysavingexpert.com/discussion/4421185

For convenience, the FAQ's are also repeated in the more major airline specific threads.

But we wouldn' leave the poor old Air Malta passengers to fend for themselves, would we

stuartbowman7373

Does anyone have and address for Qantas Airlines. When I looked on there website the only address I could find was for Australia.
It was over 4 hours late before departing for a flight that was going to Sydney via Singapore, and arriving in Sydney 8hrs later than scheduled..

neilsedaka

The best way to communicate with Qantas over flight delay compensation is to email their Customer Care customercare@qantas.com.au department with the moneysavingexpert template letter.

http://www.moneysavingexpert.com/travel/flight-delays

http://www.moneysavingexpert.com/travel/flight-delays#howget

You will receive an immediate auto response email that says wait up to 15 business days for their reply. In my case their response took that long and yes, I was entitled to compensation. Follow my post #143 onwards in this thread for the saga about exchange rates because Qantas will want to pay you in Australian dollars, not euros, so be aware of that.

If you need to follow up your email conversation with a phone call, use 0208 600 4300 between midnight and 8am UK time and ask to be put through to Customer Care in Sydney.

Good luck.

Liz_del

Why easyJet won't accept credit card statement as proof of a spend as I have no receipts

fergiedee

I've been at odds with Thomsons since March 2013, and finally been refused compensation for a delay well in excess of 5 hours in Larnaca.
Delay was due to damage to the aircraft by a ground vehicle. Thomson say this falls under 'EC' (exceptional circumstances) as the damage was caused by a third party. They quote C629/10 TUI and others v UK CAA and claim that the incident was NOT the airline's fault therefore they are NOT liable.
They say, first quote " As part of our investigation we have looked into your flight details and from the internal flight reports we can see that the delay to your flight was due to a vehicle on the ground causing damage to the aircraft prior to departure of the outbound flight. The damage then required further investigation which resulted in a knock on effect to your flight. This delay falls under extraordinary circumstances as the damage to the aircraft was caused by a third party and therefore beyond the control of the airline." end of quote. The letter then goes on quoting the case mentioned above then, second quote " In the case of your flight, the delay was the result of a delay to another aircraft due to an impact with a vehicle on the ground. This kind of impact is a rare thing and on the infrequent occasion when something like this does occur during takeoff or landing it may be the result of the debris being present uopn the runway. In the event that a foreign object strike on the aircraft is detected it will be necessary to inspect the aircraft for damage which may affect the safety of the flight. In the event that damage is found the aircraft will have to be repaired before being allowed to fly. As the cause of the delay to your flight was a result of clear EC, we are unable to offer you any compensation under the Regulation" end of quote.
I think they have related two different stories here and have confused themselves in the hop of confusing me.
What do you think?

derek

111KAB

fergiedee wrote: »

What do you think?

Take them to court.

JP_North_Wales

My family and I had a Vueling flight cancelled from Heathrow to A Coruna after its departure time and we were offered a flight the next day from Gatwick to Barcelona, and then onto A Coruna. At the time Vueling provided us with an information sheet stating EU regulation 261/2004 compensation details.

I followed the Vueling claim process, completing the online form as you cannot speak to a human, and despite scanning all documents they say they have complied with EU regulation 261/2004 and won't pay additional compensation. We have not received any compensation at all. At the time they offered us accommodation at a Heathrow hotel although the alternative flight was from Gatwick at 8:30 the following morning. Their outsourced rep told us to book our own hotel and claim costs back.

Has anybody actually been successful in a claim under EU regulation 261/2004?

CharleyFarley

2012 Flight to Tunisia delayed 3.5 hours going out and 2.5 hours coming back

Thanks to my weekly e mail from MSE I heard about the ability to claim for delayed flights and so decided to raise a claim against Tunisair.

So far I have provided them with my holiday booking reference, the flight booking reference, the flight date, time and number, the names and addresses of passengers and details of the delay.

We have been playing e mail tag for a good few days now and they finally said they couldn't help me unless I gave them a different flight reference than the one I had. At this point I sent them a copy of the original holiday booking document which I had to go back to the holiday company for.

I have just had an e mail back from them asking me to contact Nouvelair to proceed with my complaint. Having no idea who they are I did a bit of internet research and they are another Tunisian airline who fly out of a different terminal at Manchester and whose flights have a BJ prefix and not a Tunisair TU prefix flying out of Terminal 2 like the flight I was on.

I have just sent them a final e mail explaining this and telling them I will not just go away and would they kindly deal with my complaint. Basically they just keep bouncing e mails back asking for more and more stuff and when they have it all they try an fob you off to another airline.

If they don't take my complaint seriously this time I will unfortunately have to refer it an all the e mails from them to the CAA.

Has anyone else done battle with them and if so did you win???

I'm not giving up on this now so will keep posting as and when anything happens!

Charleyfarley

CharleyFarley

fergiedee wrote: »

I've been at odds with Thomsons since March 2013, and finally been refused compensation for a delay well in excess of 5 hours in Larnaca.
Delay was due to damage to the aircraft by a ground vehicle. Thomson say this falls under 'EC' (exceptional circumstances) as the damage was caused by a third party. They quote C629/10 TUI and others v UK CAA and claim that the incident was NOT the airline's fault therefore they are NOT liable.
They say, first quote " As part of our investigation we have looked into your flight details and from the internal flight reports we can see that the delay to your flight was due to a vehicle on the ground causing damage to the aircraft prior to departure of the outbound flight. The damage then required further investigation which resulted in a knock on effect to your flight. This delay falls under extraordinary circumstances as the damage to the aircraft was caused by a third party and therefore beyond the control of the airline." end of quote. The letter then goes on quoting the case mentioned above then, second quote " In the case of your flight, the delay was the result of a delay to another aircraft due to an impact with a vehicle on the ground. This kind of impact is a rare thing and on the infrequent occasion when something like this does occur during takeoff or landing it may be the result of the debris being present uopn the runway. In the event that a foreign object strike on the aircraft is detected it will be necessary to inspect the aircraft for damage which may affect the safety of the flight. In the event that damage is found the aircraft will have to be repaired before being allowed to fly. As the cause of the delay to your flight was a result of clear EC, we are unable to offer you any compensation under the Regulation" end of quote.
I think they have related two different stories here and have confused themselves in the hop of confusing me.
What do you think?

derek

Perhaps try the Civil Aviation Authority as your next port of call or take them to court. It seems all airlines just try to get out of paying which is unfair