Flight delay compensation, all other non-EU airlines

niallmitch

Hi

This seems wrong and outrageous to me but seeking expert views from MSE before considering whether to take further or not.

Mother-in-law flew American Airlines from Heathrow to Jackson on 13 December 2016, changing at Charlotte. After several hours of delay at Charlotte, the company announced they didn't have a pilot to fly to Jackson so as a goodwill measure gave her a 20% off voucher for a an overnight stay.

She didn't want to pay out on a hotel and a woman she had been sat talking to for hours offered her a bed for the night. Crazily she took up the offer as she was a "pastors wife" :eek:. Luckily she wasnt serial killer and/or robber but needless to say the recklessness of her actions has been pointed out to her.

My questions are then:

1 Is this normal practice for American Airlines? Would they really abandon elderly single travellers to sort out their own accommodation? Or did she get the wrong end of the stick?

2. Given the delay in arrival 20 hours on a flight starting in the EU, does the flight delay compensation kick in?

At the least a complaint about the cavalier attitude of the company will be made but I want to understand how strong her grounds are before contacting the company

Thanks

Caz3121

first read https://forums.moneysavingexpert.com/discussion/5173888
Thread for AA - https://forums.moneysavingexpert.com/discussion/4445417
As the delay commenced outside EU I would expect the airline to refuse EU261. The NWNF firms will not take these cases on so your choice is to read Vauban's guide and decide whether you want to take them to court yourself or forget about it
US airlines do not provide duty of care outside the EU in cases of weather - was the weather a contributing factor?

HollyGates93

Hello everyone, please help me,

Me and my boyfriend went to Thailand on the 2nd of November 16.

The Plane was due to leave at 10:00am but one tanoy after another it didn't actually take off until aound 1:15pm that day because the crew were running late and they forgot to fuel the plane - I have emailed, called, Facebooked, tweeted, even went through STA travel to get compensation from Malaysia Airlines because it was a 3+ hour delay and to top it off we missed our connecting flight in Kuala Lumpa to Phuket (due to take off from Kuala Lumpa at around 9:25am we landed at 9:30am - meant to land at 7am) we couldn't get another flight to Phuket until 3:50pm that day (the 3rd of November so waited 6+ hours for another plane).

This caused us to miss pre paid transfers from Phuket to the Docks, a pre paid ferry across to some small islands called Phi Phi and missed our first nights stay in Phi Phi, leaving us just one more night there. I have tried my very best to contact Malaysia Airlines but they just will not respond to me or STA Travel.

Please Help, thank you.

razorsedge

HollyGates93 wrote: »

Hello everyone, please help me,

Me and my boyfriend went to Thailand on the 2nd of November 16.

The Plane was due to leave at 10:00am but one tanoy after another it didn't actually take off until aound 1:15pm that day because the crew were running late and they forgot to fuel the plane - I have emailed, called, Facebooked, tweeted, even went through STA travel to get compensation from Malaysia Airlines because it was a 3+ hour delay and to top it off we missed our connecting flight in Kuala Lumpa to Phuket (due to take off from Kuala Lumpa at around 9:25am we landed at 9:30am - meant to land at 7am) we couldn't get another flight to Phuket until 3:50pm that day (the 3rd of November so waited 6+ hours for another plane).

This caused us to miss pre paid transfers from Phuket to the Docks, a pre paid ferry across to some small islands called Phi Phi and missed our first nights stay in Phi Phi, leaving us just one more night there. I have tried my very best to contact Malaysia Airlines but they just will not respond to me or STA Travel.

Please Help, thank you.

Was your connecting flight to Phuket also with MA and also on the same booking/flight ticket? (ie did you check-in from your departure point to Phuket or just to KL?)

HollyGates93

Hello,

Yes all flights were Malaysian Airlines. They only offered me and my partner a burger king voucher for the lengthy wait.

When we landed in Kuala Lumpa we did not need to check in to go to Phuket - it was literally connecting, just go to the gate when the plane needs to be boarded. Thank you.

Caz3121

Have a read of Vauban's guide and draft template letter. Potentially you are due €600 per passenger EU261 compensation
The airline are not responsible for your consequential loss costs of missed transfers/ferry/hotel. You could either accept that the €600 is to cover than cost or check with your travel insurance to see what they would cover

Vauban

But if you booked the holiday as a package then the travel agent is responsible for compensating you for any days/nights missed - in addition to any 261/04 compensation due from the airline.

HollyGates93

I did say that to STA Travel - However it seems even they are having trouble contacting Malaysian Airlines. Thank you both for your help, I will read Vaubans guide, I went through Resolver but I haven't had much luck from that either - I have now gone to ABTA and also the CAA (Citizens Aviation Authority) I believe it is called, hopefully they can help.

£400+ each would be more than enough for the money lost paying out for other loss's like taxis, ferries etc. Thank you.

leylandsunaddict

HollyGates93 wrote: »

I did say that to STA Travel - However it seems even they are having trouble contacting Malaysian Airlines. Thank you both for your help, I will read Vaubans guide, I went through Resolver but I haven't had much luck from that either - I have now gone to ABTA and also the CAA (Citizens Aviation Authority) I believe it is called, hopefully they can help.

£400+ each would be more than enough for the money lost paying out for other loss's like taxis, ferries etc. Thank you.

Was it a package holiday? If so you need to write a complaint to the tour operator about your missing night, but they don't have to compensate you. The travel agent isn't responsible unless they were the principal and they're named as the issuer on the Atol certificate, and the certificate says Package Sale.

If it was flights, accommodation, transfers as separate elements then you would need to contact your travel insurers to see if they cover.

The CAA is the Civil Aviation Authority. They regulate civil aviation in the UK.

22helz

We were flying from Agadir to Gatwick and were delayed over 3 hours. Inbound flight into Agadir was delayed due to being diverted to lisbon as small baby on board was ill according to the pilot when we got on board. This delay was over 3 hours before we boarded. Also once in flight to Gatwick we were diverted to Birmingham due to fog and bus to Gatwick.


Easy jet
Scheduled departure time:19:00 Scheduled arrival time: 22:50
Actual Departure 22.35 Actual arrival time:after 6.30 am Total time arrival delayed by:7hours & 10 Mins


Using resolver - filled in forms to try to claim for the delay. EasyJet came back with "
Thank you for sending the information we requested.


I am sorry for the inconvenience caused by the diversion to your flight on the 12th of March 2016, we work hard to make sure that our flights run on time as scheduled, however, from time to time due to circumstances beyond our control our flight do get disrupted. As an airline and a team, we are naturally disappointed when flight delays occur
as we recognise the huge inconvenience this can cause for our passengers. Please
be reassured that delaying a flight is not a decision which is taken lightly, I
can reassure you that we do all we can to keep our flights on schedule, by influencing
the elements that are within our control.


Having checked our
records I can confirm that your flight (5150) was as a result of ver low
visibility due to the fog. As per EC Regulation 261/2004 this type
of a disruption is
classified as Extraordinary
and as such no compensation is payable. I understand that this may
not be the response you were looking for,
however, we need to remain
fair and consistent to all our passengers by adhering to all set regulations. I
understand that you incurred additional
costs due to this delay, please reply directly to this email with the receipt
for the purchase
at the airport attached in any of the following accepted formats: pdf,
html, gif, bmp
and jpg


I have assigned
your case to myself to ensure
a speedy resolution is
reached, your case number is: 101166223,
please use this number in all future correspondence to this email.


Looking forward to your response."


I have email back explaining that the flight in was delayed,, not due to fog which is why our flight was first delays but had no reply. Any ideas what to do next?


Thanks