Compensation for delayed flights Discussion Area

rsrussell

Delayed on a Thomas Cook flight from Gatwick to Fuerteventura TCX037K for a total of 29hours!! (leaking oil seal in one of the engine see here http://portugalresident.com/portugalresident/showstory.asp?ID=29079)

I'm trying to seek compensation, they did supply meals and drinks and over night stay (eventually)
anyone else who was on this flight email me [EMAIL="rikki.russell@blueyonder.co.uk"]rikki.russell@blueyonder.co.uk[/EMAIL]

ccluedo

On July 9th I booked and paid in full for flights to/from the USA in Nov/Dec this year.

This afternoon I received a 'phone call from my TA informing me that Continental Airlines had now pulled all flights out of London Gatwick and that my 1st outbound and last inbound flights had been cancelled and transferred to London Heathrow and the times had been changed. The outbound departure time from Heathrow was now 08.20am - so not only earlier than my original flight but from a totally different airport.

There is no way I can get from Gatwick to Heathrow in time for this new flight, and would have to stay in London overnight thereby incurring a hotel charge. In addition to this I would also incur the transfer shuttle costs round trip from Gatwick to Heathrow.

I told the travel agent rep that this was unacceptable and he advised that I speak to Continental Airlines direct. This I did immediately and explained the situation. CA said that their responsibility was limited to my US flights and anything prior to that was my responsibility. I said I accepted that but that it was THEIR changes which were now causing ME a problem, not anything that I had done. I explained that I had booked those particular US flights because i knew I could connect to them easily. The customer service agent that I spoke to at CA was adamant that there was nothing to be done but, as a gesture of goodwill(!) they would offer me a full refund if I wanted to rebook with another airline.

Much as I would like to do that as I am disgusted with CA's cavalier attitude and abysmal customer care...unfortunately the only other airline flying the route I need on the days I need is BA and they are approx £100 more for the trip and still I would have the problem of changing airports and staying overnight in London..both additional expenses I feel I shouldnt have to pay for when it's not my fault.


Any advice gratefully received....thanks

dzug1

They can do pretty well what they like with flights provided they do it at least two weeks ahead. After that EU compensation kicks in.

So alas I don't think you will get anywhere.

hollydays

timbo99 wrote: »

Me and my family were delayed overnight on a flight home from Reus Airport (Spain) last week - although the airport supplied 1 drink & 1 sandwich each - they couldn't get hotel accomodation arranged for all of the passangers (including us). Therefore we had to sleep in the terminal marble floor resulting in 3hrs sleep. Do we have any rights for compensation ?

You shoud have found the accomodation for themThey have to pay.

mad_rich

dzug1 wrote: »

They can do pretty well what they like with flights provided they do it at least two weeks ahead. After that EU compensation kicks in.

There's a bit of ambiguity in the regs (well, there's a lot of ambiguity, but that's another story).

ccluedo:

They must offer you a choice between refund or re-routing to your final destination as soon as possible or, if you agree, at a later date. (If the airline flies you to another airport in your destination city then they must pay for the transfer to the airport you were booked for or to another close-by point of your choice).

Its up to you to argue with the airline whether 'as soon as possible' includes putting you on another carrier if that's more convenient for you. It's worth persisting with your requests. I've just had a similar problem with bmi cancelling a direct Edinburgh-Zurich flight two months out. The alternatives they offered were:

1. Same flight 24 hours later
2. Lufthansa flight via Frankfurt, which either left EDI too early or arrived in ZRH too late for my liking
3. Lufthansa flight from Newcastle via Dusseldorf

It took three phone calls to get what I wanted (the third option), but it was worth it, since that was actually more convenient than my original flight .

Where are you starting from? In London, or have you bought a connecting flight from elsewhere in the UK to LGW? Continental is part of Skyteam, so its 'friends' are KLM, Air France, Northwest and Delta. You could look for options that suit your needs on these airlines, then phone up and ask to be rebooked.

ccluedo

ccluedo:

They must offer you a choice between refund or re-routing to your final destination as soon as possible or, if you agree, at a later date. (If the airline flies you to another airport in your destination city then they must pay for the transfer to the airport you were booked for or to another close-by point of your choice).

Its up to you to argue with the airline whether 'as soon as possible' includes putting you on another carrier if that's more convenient for you. It's worth persisting with your requests. I've just had a similar problem with bmi cancelling a direct Edinburgh-Zurich flight two months out. The alternatives they offered were:

1. Same flight 24 hours later
2. Lufthansa flight via Frankfurt, which either left EDI too early or arrived in ZRH too late for my liking
3. Lufthansa flight from Newcastle via Dusseldorf

It took three phone calls to get what I wanted (the third option), but it was worth it, since that was actually more convenient than my original flight .

Where are you starting from? In London, or have you bought a connecting flight from elsewhere in the UK to LGW? Continental is part of Skyteam, so its 'friends' are KLM, Air France, Northwest and Delta. You could look for options that suit your needs on these airlines, then phone up and ask to be rebooked.[/quote]


Thanks, but as I said they have offered a full refund or alternatively very similar flights. The problem with the latter is that they are 90mins earlier and at a different airport.:mad: I am flying into/out of Gatwick to make connections and now can't make those connections unless I stay overnight and use the shuttle service - not cheap by any standards!!! I can't fly into Heathrow The problem with the refund is that re-booking with BA or Delta are both more expensive options and in Delta's case not direct flights.

Thanks for trying to help tho....appreciated

mad_rich

I think you're misunderstanding.

You don't pay for the new flights, Continental do, so it doesn't matter how much they cost. Just look at any KLM/ Air France/ Delta/ Northwest/ Continental flight (or combination of flights) and see which best fits your needs. Then phone Continental and say "I'd like to be rebooked on these please". It's not guaranteed to work, but it might well do. But you have to push for it.

I'm still not clear on where you are starting from in the UK? Have you booked a flight to LGW to connect with your original CO flight? You might be able to get Continental to rebook you on a flight from your home airport (or somewhere close). Or do you live somewhere near Gatwick?

ccluedo

mad_rich wrote: »

I think you're misunderstanding.

You don't pay for the new flights, Continental do, so it doesn't matter how much they cost. Just look at any KLM/ Air France/ Delta/ Northwest/ Continental flight (or combination of flights) and see which best fits your needs. Then phone Continental and say "I'd like to be rebooked on these please". It's not guaranteed to work, but it might well do. But you have to push for it.

I'm still not clear on where you are starting from in the UK? Have you booked a flight to LGW to connect with your original CO flight? You might be able to get Continental to rebook you on a flight from your home airport (or somewhere close). Or do you live somewhere near Gatwick?

Ah thanks Mad-rich! I did indeed misunderstand. I will definately give that a try today tho y'day I went as high up as I could get (not very high but 3rd person was allegedly the Customer Care(!) Manager) which is where I got refund offer from...so I won't hold my breath:rolleyes:.

I am booked with Easyjet from Inverness and they only fly into Gatwick.

mad_rich

Ah, now we're getting somewhere. I think easyjet also fly to Bristol, and CO fly from there. Have a look at how much it would cost to change your easyJet flights to Bristol, and ask CO if you can fly from there.

Of course, you might be in trouble if your easyJet flight is delayed. But you would have had the same problem before.

If you can get to Aberdeen easily, there is the possibility of asking them to rebook you via Amsterdam on KLM. Again, ask them to do it at no charge.

ccluedo

mad_rich wrote: »

Ah, now we're getting somewhere. I think easyjet also fly to Bristol, and CO fly from there. Have a look at how much it would cost to change your easyJet flights to Bristol, and ask CO if you can fly from there.

Of course, you might be in trouble if your easyJet flight is delayed. But you would have had the same problem before.

If you can get to Aberdeen easily, there is the possibility of asking them to rebook you via Amsterdam on KLM. Again, ask them to do it at no charge.

Hi again M_R. I spoke to CA again and offer is same as b4. The only thing they would budge on is that they have offered to pay for the Gatwick/Heathrow shuttle ONE WAY (miserable gits):rolleyes:
I havent accepted anything yet.

Aberdeen isnt an option I'm afraid and I dont see any flights out of Bristol with Continental? I should perhaps add that I was flying nonstop Gatwick-Houston (5day stopover) then Houston-Miami and return by same routes so its not quite straightforward. The internal US flights are unaffected (so far)!

Thanks again for your endeavours to help me

EDIT: I see CA fly to Newark where I could change for Houston but the Inverness flight arrives in Bristol after the Newark one has departed. There is only one flight per day on each