Compensation for delayed flights Discussion Area

the666devil

I was also on that flight with thomson to manchester with my family. I called my insurance company virgin and they say all i will get is £30 per person which is less then i paid for the policy in the first place and that's if they authorise the claim.
I will also call them to ask for compensation and registar the request. I feel that not only the delays were the problem but the lack of customer service. After we were told of delay at taba airport quite alot of people wanted to travel straight to sharm el shiekh as we were knackered and i had massive pain in my back and leg for which i was taking a high dose of meds anyway and they said no we have to travel back to taba heights for food and then to sharm.
Both myself and wife told thomson reps of my pain and mobility problems but offered no assistance at all which meant other passengers had to help my wife with our bags. The information they gave us kept changing as they looked like they had no control of the situation. The accommadation they gave us in sharm was definatly not very good either as the room they gave us was a long walk from the reception (about 400m) and i struggled a hell of a lot to do this. We requested help from thompson but nothing offered.
They told us at the meeting to inform us of the update of the flight that we would get the letters for our insurance companys which again we didn't get until we landed in manchester. The rep also said that they can only come into the check-in area and then i think they were called transco staff would help us with anything we needed inside the airport BUT again no one there to help. Even the security guards had no information. I saw a lady actually calling the 24hr thompson helpline and again getting no help or information.

I want compensation for not only the delays but the very bad customer service which caused me more physical pain which resulted in the boarding staff putting me into a lift to get into the plane. The flight attendant had to organise a wheelchair for me when we got off the plane as the pain meant i was struggling to even walk at that stage.

Up until the problems, we had the best holiday which turned into a nightmare for me perticulary and stress for my wife.:mad::mad::mad:

the666devil

I called thompson today and asked for compensation and the chap said to write down everything that happened and email him directly and then they will investigate as there are alot of things that went wrong and the chap was quite plesent about it.
Hopefully they might give me some money back BUT im not holding my breath.

I will also write a email to BBC watchdog as the situation was very bad and the rep also said this hasn't happened for over 24 years.
I think that if enough of us complain they might take up they issue and try and get thompson to say sorry and compensate everyone.

theboots

ian41 wrote: »

So yes, make your claim by writing to SIA. They will then disclose whether or not they have a defence. At the same time it is likely that they will say that pending the ECJ ruling, they will not entertain any claims.

SIA have replied

SIA wrote:

[FONT=&quot]Unfortunately, this delay is owed to the inbound aircraft from Singapore developing a technical problem en route, and subsequently had to return to Singapore. May we assure you that Singapore Airlines places great emphasis on flight punctuality, as we appreciate the frustration and inconvenience delays can cause. However, as the safety of our passengers and crew is of upmost importance to us, we will not operate a flight unless it is completely safe to do so.

much as we acknowledge the inconvenience you went through as a result of the delay, we do not compensate passengers for consequential loss or inconvenience arising from flight delays. You may wish to refer to the terms and conditions of carriage stated on the ticket jacket, whereby it is mentioned specifically that schedules are subject to change without notice and the items shown in the timings or elsewhere are not guaranteed. For customers who wish to be compensated for flight delay, we suggest that they purchase insurance covering them against losses or inconvenience arising from flight delay.

The Compensation and Assistance for Passengers Departing from a EU airport note that was given to you in fact states that passengers will not be entitled to compensation under flight delay situations if the delay is caused by extraordinary circumstances. In this instance, the circumstances were extraordinary, as the nature of the technical issue necessitated a delay of the inbound aircraft in the interests of passenger and crew safety and rectification measures resulted in a prolonged delay.[/FONT]

So whilst not actually saying what they are they do claim the extraordinary circumstances defence.
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Dreamscometrue

I'm not very happy with Cubana. They have ignored my claim for compensation sent by recorded delivery over a month ago. It would have been nice if they'd at least paid the cab fair I paid to get back from the hotel after night one. It was the third time I've experienced a problem with their flight to Cuba.

The first time there was a technical fault a few years back and the flight was cancelled. I spent a night at the Hilton Gatwick and was put on the flight to Havana with Virgin the next day. Had to struggle through the international arrivals with around 50 kilos then catch a small plane back to Holguin from the domestic terminal. A one day delay.

The second time that my Cubana flight was cancelled I was told to quickly go to the north terminal to get a flight to Madrid. I then flew business class to Havana and again had to struggle through the international arrivals, get to the domestic terminal with around 50 kgs and get the small plane back to Holguin (almost 2 hours away on the propeller driven Aero Caribe). An 8 hour delay.

Avoid Cubana if you can.

ian41

Dreamscometrue wrote: »

I'm not very happy with Cubana. They have ignored my claim for compensation sent by recorded delivery over a month ago. It would have been nice if they'd at least paid the cab fair I paid to get back from the hotel after night one. It was the third time I've experienced a problem with their flight to Cuba.

The first time there was a technical fault a few years back and the flight was cancelled. I spent a night at the Hilton Gatwick and was put on the flight to Havana with Virgin the next day. Had to struggle through the international arrivals with around 50 kilos then catch a small plane back to Holguin from the domestic terminal. A one day delay.

The second time that my Cubana flight was cancelled I was told to quickly go to the north terminal to get a flight to Madrid. I then flew business class to Havana and again had to struggle through the international arrivals, get to the domestic terminal with around 50 kgs and get the small plane back to Holguin (almost 2 hours away on the propeller driven Aero Caribe). An 8 hour delay.

Avoid Cubana if you can.

Pity.

What address did the CAA give you when you contacted them and did you use that address for your letter? Did they give you any other helpful advice that you can share?

After one such problem with Cubana. then I would be wary. After two problems, the saving with Cubana would have to be huge to take the risk of such disruption again. The third time ................but I am sure you do not need reminding. We all like bargains but there are sometimes huge risks in taking a bargain price.

ian41

theboots wrote: »

SIA have replied


So whilst not actually saying what they are they do claim the extraordinary circumstances defence.

Unfortunately, it is an automatic reaction by airlines because many pax give up at that point.

As you need to wait for the ECJ ruling, you have time to consider your next move. Assuming the ECJ reject the UK's appeal, you would be able to take legal action against SIA to claim compensation or let the matter rest - and remember all the good times in your Malaysian adventure.

Dreamscometrue

ian41 wrote: »

Pity.

What address did the CAA give you when you contacted them and did you use that address for your letter? Did they give you any other helpful advice that you can share?

After one such problem with Cubana. then I would be wary. After two problems, the saving with Cubana would have to be huge to take the risk of such disruption again. The third time ................but I am sure you do not need reminding. We all like bargains but there are sometimes huge risks in taking a bargain price.

The CAA have a backlog of cases so I'm awaiting their response.

If anyone out there knows of any alternative flights to Holguin Cuba with an as standard 30 kilo checked luggage allowance, minimum 20 night stay please let me know. Havana is not an option for me as it's a hassle getting through customs with around 50 kilos and then onto another flight from the domestic terminal with a further minimum 2 hour on top total journey time. I'm visiting family in Holguin so flight only. Many Thanks.

ian41

Dreamscometrue wrote: »

The CAA have a backlog of cases so I'm awaiting their response.

Err right, you came for advice so we can only advise you what you might do and how to do it. I believe that I did that.

If you ask the CAA to review/take up your case/assist you, it can take many weeks/several months due to their backlog. What I had suggested to you was to call them to ask if they had an address for Cubana in the UK so that if the answer was yes, your letter had a chance of being delivered to the right address and answered. Generally speaking, the CAA would have answered such a simple one-off question on the telephone immediately. If you didn't ask the specific question re the address to the CAA but said that you had a complaint about Cubana, then they would treat that as a general enquiry/complaint and the backlog kicks in. If that is the case, maybe your letter could have been sent to the wrong address - so that could explain a zero response?

Why not now ask the CAA to take up/review your case? You have nothing to lose - apart from time and they might get a response for you. Also Cubana might reply to you at some stage.

Re Cubana, I understand your predicament. Equally, if Cubana is the only airline with a 30 kg allowance - and that is critical to you over and above an on-time service/a degree of reliability/pricing/routing thru Havana - then maybe you are stuck with them and their appalling service - and might have to grin and bear it without complaint - even the 50 kgs you mention that you carry through the airport each time! May I ask is the latter diving equipment or important stuff requested by your family?

ian41

theboots

Two further points

1. According to Flightstats, SQ321 flew from London to Singapore on 6 October (and 7 October) leaving LHR around 2205. Did you mean Wed 5 October SQ 321 where Flightstats show a delay in arrival at Singapore of 667 minutes?

2. My apologies. In my last post I should have said that I am unsure how relevant this might be to you but in your shoes, I would not let SIA off the hook at present. However, I fully accept that it is your decision. If you would like to continue the dialogue with SIA, let me know and I will compose a suggested reply for your perusal/editing. No pressure either way, I won't be offended so do what you want and are happy doing.

Dreamscometrue

ian41 wrote: »

Err right, you came for advice so we can only advise you what you might do and how to do it. I believe that I did that.

Why not now ask the CAA to take up/review your case?

Re Cubana, May I ask is the latter diving equipment or important stuff requested by your family?

I very much appreciate your advice. I have contacted the CAA asking them to take on this case. The 50 kilos is mostly important goods for family.