Compensation for delayed flights Discussion Area

Voyager2002

catmonkey85 wrote: »

Hi all

My flight from Nairobi to London with Kenya Airways was cancelled and rescheduled 13 hours later. Reading this, I don't think I can claim under the EU - but is there anything I can do?

We missed our flight up to Manchester - but the travel agent had booked this on a seperate ticket, so Kenya Airways wouldn't pay for that flight. We had to pay £150 to get home. I have travel insurance but confused by the wording (it says something like missed conncetions don't count if within UK and we were London - Manc, although coming from Kenya?). I'm applying for the refund of £150 - but will see what happens.

Am I entitled to anything else, is there anything else I should be doing?

Many thanks

EU regulations apply to all flights operated by EU airlines and to all flights departing from an EU country. Unless Kenya has undergone some pretty drastic changes, I don't think that will be any use to you. Google the Montreal Convention and see if that offers anything of any use to you.

Any decent airline would help out when you suffer such a long delay: see if you can find a way to contact their management, explain that their delay meant that you lost out financially, and ask nicely for reimbursement. And as others have said, have a word with your travel agent, who should have known better than to arrange two separate tickets for your journey.

Voyager2002

catmonkey85 wrote: »

Thanks for reply.

We were on the 20.40 flight Mombassa to Nairobi for the connecting 23.45 flight to London. We found out it was cancelled when we landed in Nairobi, even though they knew that it was cancelled before we even checked our bags at Mombassa. We were very annoyed that they didn't tell us earlier!! It was cancelled due to a strike.


Travel agent was Trailfinders. I can't remember if they mentioned it, but if they did then they certainly didn't explain the implications. I had no idea about the 2 bookings issue before now.

Trailfinders built their business on a reputation for looking after customers when things like this go wrong. Did you contact them as soon as you knew that you were going to miss your Manchester flights?

jpsartre

Of course, Voyager2002 is 100% correct, EU rules don't apply on non-EU airline not departing from the EU. Sorry for the brainfart.

catmonkey85

We couldn't call them as out of office hours. I'm going to call them and complain, just that life is getting in the way (I can do this from work, but not make phone calls).

Thanks for help.

Voyager2002

catmonkey85 wrote: »

We couldn't call them as out of office hours. I'm going to call them and complain, just that life is getting in the way (I can do this from work, but not make phone calls).

Thanks for help.

This kind of thing should always be done in writing.

mystic_trev

I'm after help from some of you experts.

GF and her Dad were due to fly from Southampton to Alderney yesterday morning. They're still there due to Alderney being fogbound.

Yesterday afternoon they canceled their morning flight to make sure they could get seats on this mornings Flight, so i assume they can't claim for last nights accommodation? They are now telling me they can't claim for tonights accommodation, which I believe is incorrect. I've told them to keep hold of any receipts as I think they may be able to make a claim. Alderney's not in the EEC being one of the Channel Islands, has anyone got ideas on how they should proceed?

Thanks.

jpsartre

So just to be clear, they had tickets for this morning's flight (Tuesday) and that flight is now delayed until tomorrow (Wednesday)? If so, the airline has a duty of care which includes the obligation to provide overnight hotel accomodation. If possible, they should ask the airline to provide this rather than make their own arrangements.

It doesn't matter that their destination is outside the EU as long as they depart from the EU.

Voyager2002

mystic_trev wrote: »

I'm after help from some of you experts.

GF and her Dad were due to fly from Southampton to Alderney yesterday morning. They're still there due to Alderney being fogbound.

Yesterday afternoon they canceled their morning flight to make sure they could get seats on this mornings Flight, so i assume they can't claim for last nights accommodation? They are now telling me they can't claim for tonights accommodation, which I believe is incorrect. I've told them to keep hold of any receipts as I think they may be able to make a claim. Alderney's not in the EEC being one of the Channel Islands, has anyone got ideas on how they should proceed?

Thanks.

Southampton was part of the EU last time I looked, so EU rules apply. According to those rules, the airline should be providing "care" while they are waiting for their flight. Ideally the airline should be arranging accommodation for them, otherwise they can arrange it themselves and reclaim the cost from the airline.

I don't understand the point about cancelling their flight, but if they have changed their date of travel so that they are no longer being delayed then they cannot expect the airline to provide "care".

mystic_trev

Voyager2002 wrote: »

I don't understand the point about cancelling their flight, but if they have changed their date of travel so that they are no longer being delayed then they cannot expect the airline to provide "care".

The point of cancelling their morning Flights yesterday (they canceled these sometime that afternoon) were so they'd get seats on this mornings Flight, which they were able to transfer to at no extra cost. There were only two seats available, and they needed to get there quickly as they're visiting her sister for her Dad's 90th

Thanks for your input Guys, it's been very helpful.

jpsartre

mystic_trev wrote: »

The point of cancelling their Flights yesterday were so they'd get seats on this mornings Flight, which they were able to transfer to at no extra cost. There were only two seats available, and they needed to get there quickly as they're visiting her sister for her Dad's 90th and there were only two seats left.

Were they able to transfer the flights free-of-charge to the next day because their original flight on Monday morning had been cancelled? If so, I'd argue that is a rerouting in which case the airline had to provide hotel accomodation for the first night as well.