Flight delay compensation, all other non-EU airlines

wetjeans

Alan_Bowen said:

At times you just have to have sympathy for those who work at airports during one of the worst storms ever to hit Heathrow. Almost certainly the flight was cancelled because the incoming plane never landed, during the afternoon the nearest airport with winds within limits was in Germany and with no other planes to play with, it is not surprising the flight was cancelled. You arrived at your destination earlier than you would have done, you left within 2 and a half hours of your original time of departure and in your own words went berzerk with the handling agents who had probably been there all day by that stage. I am afraid I would not expect a sixpence from the airline, and if I was writing their reply, it might be far less measured than this comment

My concern in all of this is due to the lack of information.

1. Nobody from the airline informed me about the cancelled flight, they have my e-mail and phone number - I thought they were supposed to do this?  The incoming flight was due to arrive at 7am, so surely they would have known with sufficient anticipation if it was unable to land?  This flight was also the only one on the board that was cancelled.
   
2. The journey to the airport was 3 hours by car, so I may not potentially have made the journey had I known the flight was cancelled.  My friend was just going to drop me off, but since it seemed possible that I might have to return with him, he had to hang around.  If it's relevant, I had hip surgery 2 years ago which has frequently requires the good will of friends to help out and I also have a blue badge.
   
3. When I spoke to the lone person waiting outside the desk, she didn't know the reason for the cancellation, but had slips of paper to hand out so people could call the airline.  When I tried to ask additional questions she said she had no more information.  She was wearing the airline uniform.
   
4. The plane had space for nearly 300 passengers, so trying to ring the airline was fruitless for 3 hours (also mobile phone charge went from 90% to about 20%).  I finally got through and asked to be rerouted, but the person I spoke to could only offer me a flight 3 days later with the same airline.  I asked about their responsibilities as I understood it such as rerouting (I suggested two flights that evening that had space for more passengers, they were still available to purchase online) on alternative routes or providing food/accommodation, but the person that I spoke to knew nothing about this and said he couldn't help me.  There was nobody in the airport to speak to anyone, we were just given a number to call.  At this point I think I was one of the more calm passengers.
   
5. At about 9pm I was fuming.  Many of the waiting crowds had dispersed, gone home, etc...  I felt the airline wasn't complying with it's obligations to me (as I understand the law).  I was in doubt as to what I was going to do so when I saw what looked like cabin crew from the airline I intercepted them and told them that the situation is scandalous... I was quite angry.  They took me to a desk where someone, not in the airline uniform rerouted me on a different airline.  Again, am I being tight by moaning about it departing from a different terminal and hence had to pay for more parking? (Heathrow express infrastructure was damaged by the weather, so that wasn't an option - only sporadically running. waits of more than an hour to travel between T3 -> T5).
   

One of the worst storms ever to hit Heathrow or not, I feel the airline failed in it's duty and obligations to me as a passenger, caused unnecessary stress and anxiety and leaving me in an information vacuum.  I spent some of the time scouring the internet trying to work out what might rights were, because the airline weren't helping at all.

To be honest, this is less about financial compensation but more about the anger that I felt at the way the airline did nothing for me for 3 hours.  I wonder how often they get away with not doing anything for their passengers?  There needs to be deterrents to stop them behaving like this, shirking their obligations, and the best way to deter them in future is to hit them where it hurts them most - money.  You know, make it too expensive for them to forget their passengers.

Obviously I could be completely wrong with my analysis of the situation, I don't fly often.  Maybe I have over-inflated expectations when I part with my money?  Unfortunately, I didn't find your reply to be very helpful - I'd be interested in suggestions as to what I should do in future situations if something similar occurs?  Maybe my initial posts weren't very clear - I will blame that on the jet lag.

nedchester

Justice13075 said:

Justice13075 said:

nedchester said:

My son is on a school trip to South Africa.
Supposed to fly yesterday Manchester to Doha into a connecting flight to Cape Town using Qatar Airways
The flight from Manchester was delayed due to technical issues and left nearly four hours late and missed the connection to Cape Town. He's now in a hotel in Doha and will continue to Cape Town tomorrow arriving over 30 hours late.
Am I right in saying he is still entitled to the £510 (660 Euro) compensation even though he was part of a school party? If so how does he go about claiming or is it the school that claims?

€600

Compensation is legally paid to the traveller who has been inconvenienced not the person who paid for the ticket.

Yes I am aware of that although I suspect I will have to apply on his behalf (he's 17) even if he gets paid directly by Qatar in the end.
He also informs me the teachers are aware of the compensation but will obviously deal with everything once he returns next weekend.

DMT8668

Using MSE letter, got compensation from Ethiopian very easily after I arrived 24 hours late into Cape Town. Only posting as I looked for info when claiming from them and couldn't find any previous experiences detailed.

nedchester

Just as an update concerning my son's journey from Manchester to Cape Town on 12/2/2020 (30 hours late following a technical fault); he informs me the school has applied for compensation on the groups behalf but they have in the first instance been refused. They are trying again giving more information. 
I assume that if they get bounced back and refused again then he can apply separately through something like Resolver?

fabfor

wetjeans said:

Alan_Bowen said:

At times you just have to have sympathy for those who work at airports during one of the worst storms ever to hit Heathrow. Almost certainly the flight was cancelled because the incoming plane never landed, during the afternoon the nearest airport with winds within limits was in Germany and with no other planes to play with, it is not surprising the flight was cancelled. You arrived at your destination earlier than you would have done, you left within 2 and a half hours of your original time of departure and in your own words went berzerk with the handling agents who had probably been there all day by that stage. I am afraid I would not expect a sixpence from the airline, and if I was writing their reply, it might be far less measured than this comment

My concern in all of this is due to the lack of information.

1. Nobody from the airline informed me about the cancelled flight, they have my e-mail and phone number - I thought they were supposed to do this?  The incoming flight was due to arrive at 7am, so surely they would have known with sufficient anticipation if it was unable to land?  This flight was also the only one on the board that was cancelled.
   
2. The journey to the airport was 3 hours by car, so I may not potentially have made the journey had I known the flight was cancelled.  My friend was just going to drop me off, but since it seemed possible that I might have to return with him, he had to hang around.  If it's relevant, I had hip surgery 2 years ago which has frequently requires the good will of friends to help out and I also have a blue badge.
   
3. When I spoke to the lone person waiting outside the desk, she didn't know the reason for the cancellation, but had slips of paper to hand out so people could call the airline.  When I tried to ask additional questions she said she had no more information.  She was wearing the airline uniform.
   
4. The plane had space for nearly 300 passengers, so trying to ring the airline was fruitless for 3 hours (also mobile phone charge went from 90% to about 20%).  I finally got through and asked to be rerouted, but the person I spoke to could only offer me a flight 3 days later with the same airline.  I asked about their responsibilities as I understood it such as rerouting (I suggested two flights that evening that had space for more passengers, they were still available to purchase online) on alternative routes or providing food/accommodation, but the person that I spoke to knew nothing about this and said he couldn't help me.  There was nobody in the airport to speak to anyone, we were just given a number to call.  At this point I think I was one of the more calm passengers.
   
5. At about 9pm I was fuming.  Many of the waiting crowds had dispersed, gone home, etc...  I felt the airline wasn't complying with it's obligations to me (as I understand the law).  I was in doubt as to what I was going to do so when I saw what looked like cabin crew from the airline I intercepted them and told them that the situation is scandalous... I was quite angry.  They took me to a desk where someone, not in the airline uniform rerouted me on a different airline.  Again, am I being tight by moaning about it departing from a different terminal and hence had to pay for more parking? (Heathrow express infrastructure was damaged by the weather, so that wasn't an option - only sporadically running. waits of more than an hour to travel between T3 -> T5).
   

One of the worst storms ever to hit Heathrow or not, I feel the airline failed in it's duty and obligations to me as a passenger, caused unnecessary stress and anxiety and leaving me in an information vacuum.  I spent some of the time scouring the internet trying to work out what might rights were, because the airline weren't helping at all.

To be honest, this is less about financial compensation but more about the anger that I felt at the way the airline did nothing for me for 3 hours.  I wonder how often they get away with not doing anything for their passengers?  There needs to be deterrents to stop them behaving like this, shirking their obligations, and the best way to deter them in future is to hit them where it hurts them most - money.  You know, make it too expensive for them to forget their passengers.

Obviously I could be completely wrong with my analysis of the situation, I don't fly often.  Maybe I have over-inflated expectations when I part with my money?  Unfortunately, I didn't find your reply to be very helpful - I'd be interested in suggestions as to what I should do in future situations if something similar occurs?  Maybe my initial posts weren't very clear - I will blame that on the jet lag.

Thanks for explaining. I entirely sympathise and agree that it's important for us all to object to the kind of treatment that you, unfortunately, experienced. I, too, would have been livid, as should most of us.

I'm not at all expert in this but in your place, I would at least consider using Resolver to claim compensation. Well done for fighting back!

JPears

nedchester said:

Just as an update concerning my son's journey from Manchester to Cape Town on 12/2/2020 (30 hours late following a technical fault); he informs me the school has applied for compensation on the groups behalf but they have in the first instance been refused. They are trying again giving more information. 
I assume that if they get bounced back and refused again then he can apply separately through something like Resolver?

Whilst it is admirable that the school take this on, it really would work better if individuals make their own claims. As the airline have refused (when they shouldn't) you may well ned to take the legal route or an ADR. Neither will probably netertain a group claim.

Make you own claim on the airline's website - there should be a specific page for 261/2004 claims.

Resolver does nothing diferent to what you can do. Indeed some airlines won't respond or just ignore resolver.

If not already done so, download Vauban's superb guide.

1960Meggie

nedchester said:

Just as an update concerning my son's journey from Manchester to Cape Town on 12/2/2020 (30 hours late following a technical fault); he informs me the school has applied for compensation on the groups behalf but they have in the first instance been refused. They are trying again giving more information. 
I assume that if they get bounced back and refused again then he can apply separately through something like Resolver?

Hi nedchester, 

My wife and I were on the same flight,  QR028 Manchester to Doha on 12 February and remember the School party that your son was part of, we noted the exemplary way they behaved throughout the over 3 hour period that they had us sat on the plane before departure, a credit to themselves and their school.  We also missed our forward connection to Bangkok, fortunately for us only arriving 5hrs late, I am now filing a claim for flight delay compensation. Have you (your son’s school) had any success with their claim?

nedchester

1960Meggie said:

nedchester said:

Just as an update concerning my son's journey from Manchester to Cape Town on 12/2/2020 (30 hours late following a technical fault); he informs me the school has applied for compensation on the groups behalf but they have in the first instance been refused. They are trying again giving more information. 
I assume that if they get bounced back and refused again then he can apply separately through something like Resolver?

Hi nedchester, 

My wife and I were on the same flight,  QR028 Manchester to Doha on 12 February and remember the School party that your son was part of, we noted the exemplary way they behaved throughout the over 3 hour period that they had us sat on the plane before departure, a credit to themselves and their school.  We also missed our forward connection to Bangkok, fortunately for us only arriving 5hrs late, I am now filing a claim for flight delay compensation. Have you (your son’s school) had any success with their claim?

I have just got back to this thread regarding my claim and note your comments about the school. I will pass these comments onto the teacher and group leader. I’m sure she will be thrilled!
The good news is that Qatar Airways have offered my son €600 compensation and should be paying in the next 12 working days. I used the Resolver website. 

Hopefully, you will also receive a positive response.

nedchester

nedchester said:

1960Meggie said:

nedchester said:

Just as an update concerning my son's journey from Manchester to Cape Town on 12/2/2020 (30 hours late following a technical fault); he informs me the school has applied for compensation on the groups behalf but they have in the first instance been refused. They are trying again giving more information. 
I assume that if they get bounced back and refused again then he can apply separately through something like Resolver?

Hi nedchester, 

My wife and I were on the same flight,  QR028 Manchester to Doha on 12 February and remember the School party that your son was part of, we noted the exemplary way they behaved throughout the over 3 hour period that they had us sat on the plane before departure, a credit to themselves and their school.  We also missed our forward connection to Bangkok, fortunately for us only arriving 5hrs late, I am now filing a claim for flight delay compensation. Have you (your son’s school) had any success with their claim?

I have just got back to this thread regarding my claim and note your comments about the school. I will pass these comments onto the teacher and group leader. I’m sure she will be thrilled!
The good news is that Qatar Airways have offered my son €600 compensation and should be paying in the next 12 working days. I used the Resolver website. 

Hopefully, you will also receive a positive response.

And finally just over £500 paid in this morning so Qatar Airways are true to their word. 
A positive result. (They are about to get a load more claims from the rest of the party as they are all submitting claims!)

JPears

Well done.