Compensation for delayed flights Discussion Area

sank28

Hi,

Hope you can help with my husband's delayed flight.

Flight QR0347 to Doha on Thu 06 Sep 2012 04:10 was delayed by 2 hours and arrived late so my husband missed his connecting flight to London Heathrow. (He was due in London at 12pm on )

He was then re-routed to Flight QR0023 to Frankfurt on Thu 06 Sep 2012 13:05 from Doha.
He was then scheduled on Flight BA0913 to London on Thu 06 Sep 2012 19:40 but he then missed his connecting flight to London because he didn't get to the boarding gate in time. (This was because he had less than an hour to get to the correct correct gate but as it was his first time at Frankfurt he got lost!)

He called me from the aiport and I spoke to the British Airways customer service team at Heathrow airport who checked his flight details and they informed me that Qatar Airways had not issued my husband a ticket from Frankfurt to London, instead they had routed him to Frankfurt without any further travel to his destination.
I then had no choice but to purchase a new ticket from Frankfurt to London on the next available flight which was the BA0901 on Fri 07 Sep 2012 07:25.
The only seat available was business class due to the strike in Germany which was very expensive £634.

Me and my husband are deeply upset with the treatment he received when flying with Qatar Airways.
It was his first international flight and he arrived a day later than originally planned and had to stay in the airport for long hours without any help or advice from your staff in Doha. He was not offered a hotel or food.

I wrote to Qatar airways and afters weeks of chasing I received the below reply:

Date: Tue, 23 Oct 2012 12:53:03 +0300
> From: tell-us@qatarairways.com.qa
> To: **********
> Subject:
>
> Ref: ******************
> Date: 23 October 2012
>
> Dear Mrs. ***,
>
> Thank you for your feedback which you recently submitted via our website and which was relating to your recent experience with Qatar Airways.
>
> We are sorry to learn of the delay of Mr. Abid's flight on QR347/06 September 2012 and of any inconvenience resulting from this delay.
>
> Our records indicate that our flight arrived to Doha 01.36 hour later than scheduled due to technical reasons. We seek your kind understanding that disruptions of this nature are totally unforeseen and beyond our control.
>
> As a result of that delay, Mr. Abid regrettably arrived in Doha later than scheduled and consequently missed his connecting flight QR075/06 September 2012 to London. As there were no immediate alternative flights to London, our records indicate he was rebooked to travel on QR23/06 September 2012 from Doha to Frankfurt with connection to London on BA913/06 September 2012.
>
> We are very concerned though with your report about the handling of this flight disruption. We take comments such as yours seriously as they are taken into account in our continuous desire to provide the best possible service. You can rest assured that the matter has been raised with the responsible departments for their information and whatever action that may be required in light of your report.
>
> Nevertheless, customer satisfaction is important to us and as a gesture of goodwill, we would like to offer Mr. Abid, a Miscellaneous Charges Order (MCO) of USD250 or equivalent in local currency. The MCO is non-transferable, non-refundable and may be used for payment of various Qatar Airways Services. This MCO can be claimed within three (3) months from the date of this letter. The MCO will then be valid for a period of one year from the date of issue.
>
> Kindly advise us which Qatar Airways office location is convenient to you that we can send our issuance authority.
>
> We hope that the above information clarifies the issue you raised and we do certainly hope that this isolated incident will not deter you from flying with Qatar Airways in the near future. Your continued patronage of Qatar Airways is highly appreciated.
>
>
> Respectfully yours,
>
>
> Ahmed Radhi
> Customer Care Department

I went back stating that I do not accept the MCO and should be refunded back the extra flight that I had to purchase but I haven't had a reply since.

Any advice would be appreciated!
Thanks!

Caz3121

EU regulations do not apply here....his flight that caused his delayed arrival did not originate in the EU and Qatar are not an EU airline.

Did you receive anything from travel insurance for the replacement ticket

Mark2spark

brixx wrote: »

It was a perfectly reasonable question that I didn't think was definitively answered in the FAQs. I make no apology for the last comment I made. I thought one of the *points* of this forum was to ask questions if you were unsure. It wasn't a rude question, and there was no need to be rude in response. And BOLD CAPITAL LETTERS IN RED WITH AN EXCLAMATION MARK IS RUDE!

It says, in the FAQ's, Airline Bust = No claim.

You then write, "However, the airline, Strategic (can only assume the name was ironic) has now gone bust. Can I claim from Olympic Holidays?"

Yet you had read that the airline going bust EQUALS no claim.
It's pretty straightforward. It doesn't say 'no claim in some cases' does it?
The idea of the FAQ's to to point people in the right direction to find things out for themselves. If every point has a long winded explanation then the FAQ's will get skimmed over.

Perhaps they already do and the point of them is lost :undecided

Vauban

Mark2spark wrote: »

It says, in the FAQ's, Airline Bust = No claim.

You then write, "However, the airline, Strategic (can only assume the name was ironic) has now gone bust. Can I claim from Olympic Holidays?"

Yet you had read that the airline going bust EQUALS no claim.
It's pretty straightforward. It doesn't say 'no claim in some cases' does it?
The idea of the FAQ's to to point people in the right direction to find things out for themselves. If every point has a long winded explanation then the FAQ's will get skimmed over.

Perhaps they already do and the point of them is lost :undecided

Hear, hear!

I know this is strange, complex, and (sometimes) scary territory for most of us. I also know that it's not fair for some of the airlines to put their customers through this - they should simply pay up where appropriate, and offer timely and honest responses. They are a few companies - Monarch, I'm looking at you! - who aren't doing this.

But no one can expect to be spoon fed on this. You have got to read the FAQs thoroughly, especially the principal European judgements. And you've got to get your head round them, if you're going to succeed in court. If you can't or won't do that, hand your claim over to a specialist company and take the 30% hit.

When I see people come on here who've clearly not read anything and expect quick answers to easy questions that have been asked dozens of times before, I despair. If you can't get a grip of the issues by reading this website, you can't take on the airlines. It's as simple as that.

The likes of centipede and Mark2spark deserve huge thanks for all their advice and endeavours. Personally speaking, if they chose to implement a rule whereby any question asked that has been answered elsewhere doesn't get a response, I wouldn't blame them. It's ironic that people posting lots of easy questions are cluttering up the forum, making it more difficult to use.

Anyway, enough of that. Now a question from me: I was two hours delayed in 2005 on an American Airlines flight from New York to Mexico City due to poor weather. So here the hell is my goddam compensation? (And can I claim for lost income?)

suelees1

sank28

Hi Caz3121, no we didn't have travel insurance so can't claim it back.

Any further advice on fighting this and getting a refund?

Thanks

Vauban

suelees1 wrote: »

Thank you for the feedback

tigers46

Please can somebody advise me, my family was delayed on our package holiday in the Dominican for 12hrs. I have seen that you can claim for EU holidays just wondering I submit a claim for my delayed flight?

richardw

tigers46 wrote: »

Please can somebody advise me, my family was delayed on our package holiday in the Dominican for 12hrs. I have seen that you can claim for EU holidays just wondering I submit a claim for my delayed flight?

Which airline was it? Which route was the delay on ?

Caz3121

sank28 wrote: »

Hi Caz3121, no we didn't have travel insurance so can't claim it back.

Any further advice on fighting this and getting a refund?

Thanks

I guess the biggest problem is the reason he had to buy a new ticket was due to the fact he unfortunately got lost in the Airport and failed to get to the gate for the flight (I appreciate he was never meant to be in Frankfurt)
There also appears to be confusion over whether he was booked to London or not on the 6th...did he have a boarding card? how did he get to the gate?
As said the EU regulations will not help in this situation so it is all down to goodwill of the airline or insurance.
The only other thing I can think of is if you can prove he was not booked on the BA flight at all (so even if he had got to the gate on time he was not going to go anywhere)...maybe ask Qatar for the BA reference number and check it with them. If you can confirm they never booked him to London then you would stand more of a chance of getting them to refund that ticket