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Flight delay compensation, all other EU airlines

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  • Shiggaddi
    Shiggaddi Posts: 938 Forumite
    Car Insurance Carver! Cashback Cashier
    jpsartre wrote: »
    You are overlooking the relevant part of the regulation which is article 5.1.c.iii. Passengers are entitled to compensation when their flight is cancelled *unless*:


    "they are informed of the cancellation less than seven days before the scheduled time of departure and are offered re-routing, allowing them to depart no more than one hour before the scheduled time of departure and to reach their final destination less than two hours after the scheduled time of arrival."


    Looking at it from a commonsense perspective, it would kinda be taking the mickey if passengers could get 300 euros for a 20 minute delay or even no delay at all when rerouted.

    Yes, totally agreed. That bit of text was not on the website, and since they came up with a rerouting plan that got me there on time, I certainly don't expect anything beyond the snacks reimbursement.

    In a way, I'm glad that this is the case, as by rerouting me on the fastest possible route, they might have paid a good amount for the taxi and flight, but they save on paying compensation. If they had to pay compensation whatever happened, they might have sent me to Brussels, then worked out a route on their affiliated airlines making me arrive much later.
  • As I arrived in Gatwick last Saturday I got a text message from Norwegian Airlines saying my flight had been cancelled, and to rebook or claim a refund online. Going into the departure hall there were TV screens saying my flight was cancelled and a massive queue of angry fellow passengers. I waited in the queue for a while, then gave up and went home, went online and clicked through the site to request a refund (there were no viable alternative flights I could rebook on), but got no automated email confirmation of this.

    The next day I looked up the flight number to see the reason for the cancellation and found out the flight had gone ahead!!! The destination airport live arrivals information confirmed it. How on earth????

    Several days later I've still got no email confirmation of the refund request, and no sign of the money back. Logging in to the norwegian airlines website I can find no reference to my booking now, but I'm still getting emails offering me to bid for a premium class upgrade on my return flight (which I can't take since I didn't go)! I've just spent half an hour on hold on their phone line before giving up.

    Any ideas what's going on here and how best to deal with it, do I just need to be patient and I'll get the refund?
  • Justice13075
    Justice13075 Posts: 2,008 Forumite
    Part of the Furniture 1,000 Posts
    If what you say is correct not only are you due to a refund but also compensation under EU 261/2004. Who were you booked with to fly home? Google and download Vaubans guide it's all in there.
  • jpsartre
    jpsartre Posts: 4,090 Forumite
    Part of the Furniture 1,000 Posts Name Dropper
    Which flight was it? Since you have a text message confirming the cancellation I wouldn't worry too much.
  • Westin
    Westin Posts: 6,314 Forumite
    Part of the Furniture 1,000 Posts Name Dropper Photogenic
    Definately cancelled and not just delayed?
  • srrn
    srrn Posts: 2 Newbie
    I hope I'm posting in the correct thread (apologies if not)

    On 13.05.18 I booked flights for me and my partner to travel from London to Lisbon, we were due to fly on 09.06.18. The flights included a short layover in Cologne which we didn't mind as the price was good.
    The flights were:
    London (STN)
    08:00
    Cologne (CGN)
    10:10
    _______________________________________
    1h 15m stop Cologne (CGN)
    ________________________________________
    Eurowings 602
    Cologne (CGN)
    11:25
    Lisbon (LIS)
    13:30

    Everything seemed fine, until I received an email from Eurowings (22.05.18) saying our flights had been changed. The change meant that we were now meant to fly from Heathrow, have a layover in Dusseldorf for 3 hours and then finally get to Lisbon around 15:30. We were frustrated about this and considered cancelling but in the end decided we'd just make the most of our trip even though we were arriving 2 hours later than we were supposed to.

    New flights:
    Flight: 09.6.2018 Flight Number: EW9469
    Departure
    08:05 London Heathrow
    Arrival
    10:30 Dusseldorf

    Flight: 09.6.2018 Flight Number: EW9602
    Departure
    13:30 Dusseldorf
    Arrival
    15:35 Lisbon


    Fast forward to a few days ago, and yet another email from Eurowings (01.06.18). This time I was told the second leg of our flight from Dusseldorf to Lisbon had been cancelled. There were no other flights we could be put on that was Eurowings. We were given the option of getting a full refund, or rebooking ourselves with another airline and then claiming the additional costs back. The customer service rep said we could also book our flights the day before if that was more convenient for us.

    In the end we booked another flight (with easyJet) for the day before in the evening (08.06.18)

    Whilst I've found a lot of literature about delays and cancellations whilst trips are in progress (I have briefly read Vauban's Guide and MSE's guide) I'm not sure how our situation relates to others as we're yet to begin our vacation.

    Eurowings have said they'll pay the additional costs we incurred, but apart from this are we possibly due any compensation.

    Any guidance appreciated
    Best
  • jpsartre
    jpsartre Posts: 4,090 Forumite
    Part of the Furniture 1,000 Posts Name Dropper
    srrn wrote: »
    Eurowings have said they'll pay the additional costs we incurred, but apart from this are we possibly due any compensation.


    Yes, you should be due €400 for the cancellation (on top of the price difference) unless it was because of extraordinary circumstances. Since the flight was cancelled more than a week out it's highly unlikely that's the case.
  • Definitely cancelled, I have the text from them stating this, and a photo from the queue at departures with all the TV monitors saying the flight was cancelled. It was a fight to buenos aires, which they only do every other day, and subsequent flights were all sold out anyway.

    I was booked with the same airline to come home.

    The only explanation I can think of is the flight was overbooked, and after a certain number of passengers had gone through security they simply declared the flight as cancelled for everyone who hadn't dropped their luggage and gone through security. I got there two hours before scheduled departure though, so plenty of time.
  • jpsartre
    jpsartre Posts: 4,090 Forumite
    Part of the Furniture 1,000 Posts Name Dropper
    edited 11 June at 11:01AM
    [quote=[Deleted User];74372691]
    The only explanation I can think of is the flight was overbooked, and after a certain number of passengers had gone through security they simply declared the flight as cancelled for everyone who hadn't dropped their luggage and gone through security. [/QUOTE]




    That's not what would have happened. It's weird though, flight looks like it took off as you said (although slightly late).
  • Westin
    Westin Posts: 6,314 Forumite
    Part of the Furniture 1,000 Posts Name Dropper Photogenic
    Flightradar24 shows DI7505 on 2 June as operated. Scheduled ex LGW 2230, departed 2302. Operated on G-CKWC.

    All rather fishy.
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