Flight delay compensation, all other EU airlines

Pmee

My daughter's flight from Dublin to Copenhagen with SAS was delayed and then eventually cancelled. Her flight was due to depart at 19.00hrs and was at first delayed, by @8.45pm the flight was cancelled. She then had to queue until midnight and was eventually offered a flight flying Aer Lingus from Dublin to Amsterdam at 6.00am, connecting with another Aer Lingus flight an hour later to Copenhagen.
However, her 6am flight also ended up being delayed (tyre change) which resulted in her (and many more passengers) missing the connecting flight to Copenhagen. Once in Amsterdam she got booked on another flight leaving Amsterdam at 3.55pm this resulted in her arriving in Copenhagen at 5pm (total time delayed @21hours).
The original flight time was @2hrs travelling 1240 kms (I think).
So my questions are, what exactly should she be claiming for? Should she only claim from SAS for the original cancelled flight or should she also claim for the second delay?
I have tried to explained this as clearly as I can and look forward to any advise you may have to offer

David_e

Pmee wrote: »

So my questions are, what exactly should she be claiming for? Should she only claim from SAS for the original cancelled flight or should she also claim for the second delay?

Please read the FAQs and post any questions not answered there on the relevant thread, not a new one.

Pmee

Have I posted this question in the wrong place?
I am a complete newbie to Forums and I sense from your replay I have done something wrong?
I have read how to claim etc and if it had have been a straight forward delay or cancellation I would not have needed to ask any questions.
However as the situation was a bit more complicated than that I was looking for some helpful advice.

111KAB

Pmee - on the face of it (I stand to be corrected here) she has a cancellation claim against SAS AND a delay claim against Aer Lingus. I would start off on that basis and see what transpires.

YDK84

Thanks for the reply both, David, apologies for not checking the initial thread however since I've started this now, I feel it'd be sensible to use this thread for this query?

I've been locked in dialogue with Wizz Air since the incident, and they are steadfast in their refusal to acknowledge that I was there prior to the advertised gate closing time.

Does anyone know the best course of action to take from here on in because I might as well be emailing Gran here!

Here's the dialogue;

Me;

We were refused boarding of the plane at 13:00 GMT, as staff claimed that there wasn't enough time to process the checked in baggage.

The flight was due to leave at 13:55, and your policy states that the absolute last baggage check in time is 40 minutes before the flight is due to depart, which would equate to 13:15.

We were told last calls for Kosice had been announced yet there was no audible or visual evidence of this on your information boards.

Subsequently we had to pay the flight changing charge of over £60 per person, meaning we had to fly out the next day, and we also lost money on the hotel reservation we made.

We showed the staff member out boarding pass at the time with the time clearly stated however we were told that there was nothing she could do.

Please remedy this situation ASAP and recompense accordingly.

Wizz Air;

Dear Sir,

Thank you for contacting our Customer Relations Department (reservation reference: C8MD9D) and we are sorry to hear about the negative experience you have encountered at London Luton Airport.

We are truly sorry for the inconveniences which you experienced on the 5th of July. Wizz Air strives to attract Passengers not only with the low fares, but also with the high quality of our services. As a forward-thinking company, Wizz Air welcomes Customer complaints and feedback as invaluable sources of information which can and will be used to improve our attendance.

According to our General Conditions of Carriage which have been accepted by passenger upon making a booking I kindly inform:

9.5 Online check-in service is available on certain routes under the following conditions. Children under 14 years shall be accompanied and checked-in online by a Passenger above 16 years. In some countries the regulations regarding to the travel of minors may differ from the above and in this case those regulations apply. You can check in online from 14 days up to 3 hours before the Scheduled flight departure time on the Website. You shall print the online Boarding Pass and present it together with your valid Travel Documents at airport security and boarding gate. If the Passenger cannot present the Boarding Pass and/or the same travel documents used at online check-in at airport security and/or boarding gate, we may refuse the carriage. The Passenger who checked-in online shall be present at the boarding gate ready for boarding no later than 30 minutes before the Scheduled Departure Time of the flight. Passengers with Checked Baggage must present themselves together with their baggage at the baggage drop desk not later than 40 minutes before the Scheduled Departure Time of the flight. At some airports the check-in desks function as baggage drop desks as well. […]

Based on the above, I regret to inform you that the passengers from the booking C8MD9D did not fulfill the check-in procedure. Accordingly, I regret to inform you that Wizz Air is not liable for your losses and the flight date change in booking is payable in such case.

We hope that, regardless of the situation that took place, we will have the pleasure of your being our passenger in future.
Once again please let us take this opportunity to express our sorry for the inconveniences.

Me;

Thank you for your reply.

As stated I was at the baggage drop point at 13:00, which was 55 minutes before the flight departure.

Well within the 30 and 40 minute limits you have set.

Can you please advise on how we didn't fulfill your guidelines?

Wizz Air;

Thank you for your reply.

Please be informed that check-in is closing 40 minutes before the scheduled time of the flight. Furthermore, we did not receive any information that the check-in was closed 55 minutes before the flight.
According to the information from the Ground Handing Manager, passenger was late to check-in.

Thank you for your time and understanding.

Me;

Unfortunately, your ground manager is incorrect.

As outlined below, even your staff didn't have a reason as to why they couldn't process our baggage a full 55 minutes before gate closure.

Furthermore there were no notices stating early closure/last boarding be that audibly via tannoy or visually on notice boards.

Me;

Please can you advise on the below as I have not had a response.

I feel that if we continue in the path to stalemate I shall have to consult my legal team and ombudsman as appropriate.

Regards

Wizz Air;

Thank you for your reply.

Please show your understanding towards the fact that our Department, as well as our Passengers, is obligated to follow the General Conditions of Carriage which do not provide refund in such case. In conclusion, as you did not complete check-in procedures by the Check-in Deadline, at this point our Department assumes that the agents acted appropriately, in accordance with our GCC. Please note that you have arrived at the airport in the very last moment which means that it was probably already too late.
I am sorry but strict flight closure procedure does not allow any exceptions and in this case we are not able to consider your claim favorably.

I hope that regardless of this situation you will continue to use our services in future.

Vauban

Sounds like you will need to take them to court, and you will need to provide proof that you were there at the desk within their stipulated timeframe.

As an aside, you clearly left it far too late to check in. Any number of small incidents could have caused you a delay. Common sense argues for getting there with more time than you gave it.

111KAB

http://www.businesstraveller.com/news/100721/norwegian-faces-legal-challenge-over-flight-delays

whiteblack3

Did you hear back from the airport? Any more replies from Wizzair?

beti1984

hi, a few month ago i used wizzair to travel from london to warsaw. the flight was delayed by over 6 hours. i tried following your advise so i sent all the documentation and the letter as advised by this website to the Wizzair customer services. they have come back to me with a confirmation that they received my claim in april but nothing has happened since then. is there anything else i can do to get my compensation or do i just have to keep on harassing CS.

thank you for any advise.

Vauban

https://forums.moneysavingexpert.com/discussion/4896454