Compensation for delayed flights Discussion Area

richardw

Your hopes appear far too high, achrnysh.

Opodo will say 'we aren't the 'operating air carrier', nothing to do with us.

bob123

Hi all

I was delayed by over 3 hours on a chartered return flight from Saudi to Gatwick. I wrote to Jet2 and they have replied with the following.

"...On investigation extraordinary circumstances led to the delay of your flight...moreover specifically the delay was caused by an unexpected flight safety shortcoming, consequently there is no compensation on this occasion."

I doubt this is true as asking the staff on the day, i was told they were using a new checkin system which was very slow and each check in was taking over 10-20 mins. We were still checking in beyond the departure time.

Should i reply to Jet2 with this or write to CAA?

northwest1965

b!!!23 wrote: »

Hi all

I was delayed by over 3 hours on a chartered return flight from Saudi to Gatwick. I wrote to Jet2 and they have replied with the following.

"...On investigation extraordinary circumstances led to the delay of your flight...moreover specifically the delay was caused by an unexpected flight safety shortcoming, consequently there is no compensation on this occasion."

I doubt this is true as asking the staff on the day, i was told they were using a new checkin system which was very slow and each check in was taking over 10-20 mins. We were still checking in beyond the departure time.

Should i reply to Jet2 with this or write to CAA?

I have received the exact same worded letter today. From what i can remember they said they had tech problems with the plane.
What is a "flight safety shortcoming"?
I have written a letter asking for more details.

b!!!23 - can you copy this into the jet 2 discussion?:)

bob123

Whoops!! i didnt see that thread! I will post on there from now on as its specific to J2.

Thats what i thought. It seems like a bog standard reply that attempts to put off the majority of customers......not me!!!

iahobson

Hi All

My partner and I were stuck at Bristol airport for 9 hours in October while Thomas Cook struggled with a technical problem with our aircraft, ended up having to wait for another to be flown in. I filled out Martin's form and sent to Thomas Cook and the response was that the complaint should have been raised within 28 days of the delay, and it was more like 40 days after. Apparently their booking conditions state that complaints will not be considered out of the 28 day period.

Some other posts on here suggest that these terms and conditions mean nothing against the EU rules, but not sure what to do next, do I go back to Thomas cook and state that the booking conditions do not stand up?

Any thoughts or successes would be great!

Ian

suelees1

iahobson wrote: »

Hi All

My partner and I were stuck at Bristol airport for 9 hours in October while Thomas Cook struggled with a technical problem with our aircraft, ended up having to wait for another to be flown in. I filled out Martin's form and sent to Thomas Cook and the response was that the complaint should have been raised within 28 days of the delay, and it was more like 40 days after. Apparently their booking conditions state that complaints will not be considered out of the 28 day period.

Some other posts on here suggest that these terms and conditions mean nothing against the EU rules, but not sure what to do next, do I go back to Thomas cook and state that the booking conditions do not stand up?

Any thoughts or successes would be great!

Ian

You're right, they mean nothing. It's so frustrating that the various airlines' continue with their pathetic excuses.

Meg100

Thank you for the post. I also had a problem with American Airlines, so you've given me some hope. I wrote to them 2 weeks ago but have not yet had a response. I found an address on their website and this was confirmed by lastminute.com. but I didn't find a complaint form. This address was in the UK. Do you think I will get a response from them or would I have to apply to the US. If you could let me know how to find the online claim form I would be extremely grateful.

Meg100

AlyT wrote: »

Thanks for the great advice. I emailed the template on the site to American Airlines regarding a flight from Manchester to New York on 11th Dec 2011 that was delayed just over 3 hours.
AA ignored the first email but responded to the next one apologising for the delay. Rather than offer us €600 as advertised, they have offered us a travel voucher worth $1600!. Has anyone else been offered vouchers instead? We weren't planning on another US trip for a while due to costs so whilst it seems like a good offer, we would still end up spending on accommodation/spends etc.

Thoughts?

:eek:

Thank you for the post. I also had a problem with American Airlines, so you've given me some hope. I wrote to them 2 weeks ago but have not yet had a response. I found an address on their website and this was confirmed by lastminute.com. but I didn't find a complaint form. This address was in the UK. Do you think I will get a response from them or would I have to apply to the US. If you could let me know where you sent the email I would be most grateful.

63ruth

Meg100 wrote: »

Thank you for the post. I also had a problem with American Airlines, so you've given me some hope. I wrote to them 2 weeks ago but have not yet had a response. I found an address on their website and this was confirmed by lastminute.com. but I didn't find a complaint form. This address was in the UK. Do you think I will get a response from them or would I have to apply to the US. If you could let me know how to find the online claim form I would be extremely grateful.

Hi Meg100
We were delayed by 24 hrs on 26th Nov we complained on American Airlines website after calling the customers services number whilst in the USA and being told you can speak to no one. Search on their website for customer complaints and it comes up with an on line form to complete you then pick complaints then scroll down to the EC reg part. You then have to complete the boxes , we completed the MSE template and copied and pasted into the comments box and it gets sent automatically we received an automated response from a noreply email.
We did this on the 28th Nov then this Monday received an email advising we could claim and they were sending us a $1000 travel voucher each to be used within one year but American Airlines must be the transatlantic carrier so this rules out flying to Boston as that's BA.
I rang the CAA helpline and they advised that we had a right to cash compensation so I have tried to contact AA but no phone calls allowed and no direct email.
We have sent off the complaint form again quoting our complaint number and no expect to have to wait another 8 weeks.
We will post on here if we receive a reply.
What's so very frustrating is that the A A customer services rep at Manchester told us it would be automatic and they would contact us within a few days of our cancellation.

Mark2spark

63ruth wrote: »

I have tried to contact AA but no phone calls allowed and no direct email.

Letter by recorded delivery giving them 14 days to settle or interest will be charged then.