Compensation for delayed flights Discussion Area

ian41

Lucy3333 wrote: »

Thanks Ian41

Was struggling to log in so have had to change username!

Flight was MON 2084 from Gatwick to Grenoble on Saturday 11th February. Scheduled to depart at 0930, finally left at 1240. But I didn't note what time we actually arrived. But they certainly had us sat on the runway for 3 hours with no refreshments. They're claiming it would have delayed us further and therefore is not applicable.

Thanks

I do need the planned arrival time in Grenoble from you. It will appear in your documentation from Monarch. It's a pity that you have no idea of the actual arrival time.

There is one problem at this moment. Your Monarch flight does not appear to have been a scheduled flight. Presume it was a charter flight? The flight data for charters is ignored by many of the flight tracking sites so tracking times may be difficult and cause some delay.

While Monarch were naughty in not providing both your party and the other pax with drinks in line with EU Reg 261/2004, there is no specific penalty unless the CAA decide to take action. That is unlikely.

You and your party could claim reimbursement from Monarch for (say) a drink per person if you paid for water, soft drink, tea or coffee (but not alcohol) on board. As this will be very small I suspect, suggest we include in a letter but more importantly, we concentrate on the delay - assuming that the arrival time in Grenoble was at least 3 hours later than planned.

Please let me have the planned arrival time at Grenoble Airport and re-confirm that the flight number was MON 2084. I do not want others searching data lists for the wrong flight!

It would be helpful if you please ensure that under your User CP, Settings and Options, Edit Options that you select "Instant Mail Notification" under Default Thread Subs Mode and tick the box for "Receive Email Notification" under Private Messaging.

PS Ski Power suggest that the planned arrival time in Grenoble should be 1155 - does that ring a bell?

robot1000

Original Post - http://forums.moneysavingexpert.com/showpost.php?p=51080831&postcount=1398

Got a response back from BA today after putting through my claim through the BA website and they've agreed to pay the compensation!!

Their response:

Thank you for contacting us about your claim for compensation. Firstly, I would like to apologise for the delay in writing to you.

You and your wife are entitled to compensation for cancellation of your flight BA0165 on 12 February 2012. The distance of your disrupted journey, as calculated in accordance with EU legislation, was over 3500km. Based on this, both of you are entitled to 600.00 EUR each in compensation.

As there were two passengers included in the claim, the total compensation due is 1200.00 EUR.

We are arranging to send you our cheque, which will be made out to you as the primary claimant, in your local currency. You will receive this under separate cover.

Thank you again for following this up with us and I hope both of you will fly with us soon.

ian41

robot1000 wrote: »

Original Post - http://forums.moneysavingexpert.com/showpost.php?p=51080831&postcount=1398

Got a response back from BA today after putting through my claim through the BA website and they've agreed to pay the compensation!!

QUOTE]

Many congratulations - that's really fantastic news.

May I ask you whether you were booked to travel WT, WT+, CW or First and whether you or your wife are BAEC members?

Well done again.

robot1000

ian41 wrote: »

robot1000 wrote: »

Original Post - http://forums.moneysavingexpert.com/showpost.php?p=51080831&postcount=1398

Got a response back from BA today after putting through my claim through the BA website and they've agreed to pay the compensation!!

QUOTE]

Many congratulations - that's really fantastic news.

May I ask you whether you were booked to travel WT, WT+, CW or First and whether you or your wife are BAEC members?

Well done again.

It was World Traveller and we're not members of BAEC

ian41

robot1000 wrote: »

ian41 wrote: »

It was World Traveller and we're not members of BAEC

That is a very impressive result in those circumstances.

mugshot05

robot1000 wrote: »

Original Post -

Got a response back from BA today after putting through my claim through the BA website and they've agreed to pay the compensation!!

Their response:

Good news indeed

I am dealing with a claim similar with another airline and read your post on the Flightmole forum and the reply given there. Sorry cant link to it-doesnt seem I'm allowed for some reason.

I read on there that BA read the Flightmole forum. Do you think that could have affected the outcome?

Hope you get the money soon and hopefully the other passengers.

ian41

mugshot05 wrote: »

I am dealing with a claim similar with another airline

Why not post the details here?

I read on there that BA read the Flightmole forum. Do you think that could have affected the outcome?

My view is that this would not have affected the outcome one way or another.

conval

was advised to sorry

rich987652

ian41 wrote: »

Looking back at my notes on previous US Airways claims, most have been submitted online. If you provide an email address to them, it will speed up the process. Copies of emails are acceptable when using the UK small claims track. Don't forget you can always add a letter as an attachment.

It will not matter which address you use.

Just for your interest. If US Airways believe they might be at fault, their response has been to offer the complainant a US Airways "E-TUV" travel voucher for $600 with a 12 month validity. Unless you want to experience US Airways again, you would reject this and demand money. They then tend to offer a TUV with a higher value - sometimes $1000 - which you might reject/accept. I prefer cash rather than being tied to one airline but let's wait and see what they say. The response to you/your wife may be completely different.

Remember that as your wife is the passenger, any claim/letter should be in her name.

Please do update the forum with all news and I will try to help if required.

I now have a response, and Ian your prediction was on target, here is my response...

Thank you for contacting Customer Relations. We appreciate hearing from our customers and having an opportunity to address their concerns.

We regret that your Flight 733 from London Gatwick on Feb. 26, 2012 was cancelled. As you may know this flight did not operate as scheduled due to an unexpected mechanical situation. Please accept our apology for the inconvenience and impact on your travel plans this irregularity caused. It is never our intent to create difficulties for you, or any of our passengers, and appreciate that this disruption was a frustrating experience.

We thank you for giving us the opportunity to respond to your request for compensation based on European Regulation 261/2004. Under EU regulations, carriers are not required to provide EU compensation in the event that the carrier performed all necessary maintenance checks and took all steps feasibly viable to prevent a mechanical cancellation or delay. We can assure you our aircraft undergo all required maintenance; however, despite the best preventive maintenance, some malfunctions cannot be predicted. Our records indicate all required measures pertinent to this flight were taken; therefore, no compensation under the EU Regulation No. 261/2004 is due.

Additionally, in December 2008, by its decision in Wallentin-Hermann v Alitalia, the European Court of Justice limited the ability of air carriers to utilize the exception provided in Article 5(3). However, the Court did not rule out an air carrier’s ability to utilize Article 5(3) when, for example, and air carrier had not only undertaken all routine maintenance, but also had encountered a maintenance problem that could not have been avoided by measures that are technically and economically viable for the air carrier concerned.

We are unable to offer EU compensation, however; as we understand this was a difficult and frustrating experience for our customers, and certainly not something you had anticipated, US Airways wishes to acknowledge your inconvenience.

To convey our apologies and regain your confidence, I have authorized one transferable Electronic Travel With Us Voucher (E-TUV). Your E-TUV is valid toward the purchase of travel on US Airways. Please be advised the E-TUV is not valid with Internet bookings and must be redeemed within one year from the date of this correspondence. In addition, please take a moment to read the terms and conditions listed below to receive the full benefit of this compensation. When you are ready to make your future travel arrangements, please call our Reservations Department at 0845-600-3300 and provide the E-TUV code listed below. The customary ticketing fee will not be assessed at the time of booking with our Reservations Department.

The E-TUV code is:
xxx xxxxx xxxxxx $600.00 - transferable

Mrs. xxxxxx again, please accept my sincere apology for any inconvenience experienced on this occasion. I know you have other options when it comes to traveling, but I sincerely hope we have an opportunity to restore your confidence in our service on a future flight.

Sincerely,


Obviously, I'm not happy to accept this compensation so any advice on next steps.

jezeroo

Hi, I would be grateful if anyone could offer advice on the following situation.

My wife and I were travelling with my 4 year old daughter. We were booked on flight BA11 travelling on 4th Feb at 20:30 from heathrow to Singapore and then onwards to Perth, Australia. This was the night that the snow hit and, in a nutshell, our plane never took off, despite trying.
We were sent off to hotels with meal vouchers and told to return for the flight the same time the next day.

We returned for the flight and all seemed to be going well until boarding. The plane (which was the same aircraft from the night before) had now developed a fuel leak. We were all asked to leave the aircraft and return to the gate area. What we were told was that where the plane had been brimmed with fuel the previous night in very cold conditions, the fuel had now expanded and was venting from the plane. We could see the fuel coming out of the wing and pouring onto the floor from the gate window. After a couple of hours of engineers looking at the situation, the decision was taken by BA to cancel that flight as well.
For a second night we were sent off to hotels and told to return to the airport the next day for a specially laid on flight, BA11Z due to take off at 17:30.
This flight, thankfully, took off, 45 hours after our original flight time. Our connecting flight was sorted out for us with no problems
in Singapore.
On returning from Australia, we duly put in a claim for compensation. We realized from the start that there was nothing BA could have done about the snow, but felt they were responsible for not expecting the fuel issue.

BA have since sent us vouchers for £150 per person,off our next BA flight, valid for one year! My wife and I felt this was inadequate, especially as we were not likely to fly again in the next year.
We contacted them again and got the following response.

"I am sorry that you are unhappy with our response. I understand that you feel what we offered you did not seem appropriate for the problem you had with us.

Our managers were made aware of this double night delay as this was both rare and severe for the passengers including yourself. They carried out a thorough investigation and decided what gesture we could give, dependant on booked cabin. As this gesture is set by the managers to be consistent for each of your fellow passengers, I am not able to increase this gesture or give you something different. Monetary compensation is not something that we are able to offer our passengers."

Should we leave it at that? Or do you think we are entitled to more. I'd appreciate your thoughts....