Compensation for delayed flights Discussion Area

themilkman23

Cityboy wrote: »

I don't believe you will get anywhere with them unless you commence a small claims action for recovery of your expenses from the airline now as they seem to have gone into denial mode.

Oh your right and agree with you, I'm done with communication with BA now. For them to say they will reimburse £200 a night for the hotel and only £25 for food when we moved to a cheaper (£35 ish a night) hotel blows my mind.

Whereas if we moved from the £35 a night hotel to a £200 a night suite at Caesars I think it would have been obvious we were milking the system.

Suppose I was asking too much when I wanted a little common sense applied to our case and for it to be judged on it's own merits :mad:

richardw

BBC News report about compensation for delays http://www.bbc.co.uk/news/business-12472056

DJFearRoss

Following my earlier post as below;

on the 23rd December 2010 we got a Ryanair flight from Valencia Spain to London Stansted.

The filght was first delayed by 3 hours*, it stated so on the board but no staff were available to provide info, as you say they must legally do. My wife had to go back 'out of security' and ask at the Ryanair desk for food vouchers, who simply told her to come back after the 2 hour period. Unfortunately, we have a kid and she is pregnant, so passing through security as many of you parents know can be a nightmare so we didn't do it again.

After 3 hours, it said another hour delay, then after boarding they made us sit of the plane for just under an hour (just under the 5 hour mark in total!)

I complained to the stewardess and pointed out to him the EU legislation, he said I should just write to Ryaniar Head Office with my complaint. Other people were complaining as well and eventually he annouced that they would give people upto £5.00 worth of food, but they would have to pay for it and then FAX their receipt to Ryanair for a refund. I refused out of principle, but now I think I should have just stuffed myself there and at the airport to have something to claim back.

Is it still worth making a complaint, what would happen now? I mean, surely Ryaniar broke the law regardless of whether they apologise or not and action should be taken against them?

*reason for delay was that they took our plane to take other passengers from Valencia to Madrid instead and THEN the plane broke down.

I have just heard by Ryanair with the following reply;

On behalf of Ryanair, we sincerely apologise for the delay to your recent flight the FR8322 from Valencia to London Stansted on the 23rd December 2010.

Unfortunately, this flight was delayed because of an earlier unexpected safety/technical problem with the aircraft due to operate your flight. It was necessary to delay the departure of the flight until the fault was rectified and the aircraft was cleared for operation by our Engineering Department.

Ryanair is committed to providing punctual services for all passengers and continues to be the No. 1 on time airline in Europe with the fewest flight delays, as detailed in audited statistics issued by the UK Civil Aviation Authority. Notwithstanding the above, there are situations, which are outside of the control of an airline such as unexpected flight safety problems that affect the on time performance of our flight operation.

EU261/2004 requires airlines to provide the Article 14.1 notice at the point of check-in and to distribute the Article 14.2 notice during a flight disruption. However, in order to ensure that the we are compliant with EU261 at all times Ryanair has for some time provided the Article 14.2 notice (in the relevant language) when passengers check in online. This gives them ample opportunity prior to their trip to review and to have access to the written notification of their rights at all times.

Below are the details of how passengers are advised of their rights under Article 14 of Regulation 261/2004

- The wording of EU261/2004-Article 14.1 is printed on each passenger's online boarding passes in the relevant language.
- At the point of check-in online all passengers are provided with a direct link to EU261/2004 Article 14.2 in PDF format
- Passengers confirm receipt of EU261/2004 Article 14.2 notice prior to checking- in on line.
- Article 14.2 notice is available on our website at all times
- A link to the Article 14.2 notice is included in our website flight disruption notices on www.ryanair.com
- A link to the Article 14.2 notice is included in the flight cancellation email sent to affected customers
- In addition the Article 14.1 is displayed at Ryanair Bag Drop Desks
- In addition the Article 14.2 is distributed by airport staff in the event of a flight cancellation or delay over 3 hours.

Notwithstanding the above our airport handling agents at Valencia Airport have confirmed that assistance was provided along with the distribution of the EU261 Article 14.2 passenger notice.

Our records also show that issuing refreshment vouchers would only delay the flight even further; as such we are in a position to reimburse reasonable receipted expenses you might have incurred during the delay for refreshments, meals and phone calls. Please send us copies of the receipts for our consideration.

We can assure you that Ryanair took all reasonable measures to prevent this flight delay, which was caused by an unexpected aircraft safety/technical problem (extraordinary circumstances). Please note that when flights are delayed for reasons outside of the control of an airline, monetary compensation is not applicable under EU Reg. 261/2004.

Yours sincerely

For and on Behalf of
RYANAIR LIMITED

Wondering if anyone had any advise i.e if this is worse following on. I'm not after money, it's just that Ryanair seem to be acting above the law. No help was provided until we were on the plane and not even that can be really be classed as help.

richardw

Did you get what you were entitled to under Article 9

Right to care
1. Where reference is made to this Article, passengers shall be offered free of charge:
(a) meals and refreshments in a reasonable relation to the waiting time;
(b) hotel accommodation in cases
- where a stay of one or more nights becomes necessary, or
- where a stay additional to that intended by the passenger becomes necessary;
(c) transport between the airport and place of accommodation (hotel or other).
2. In addition, passengers shall be offered free of charge two telephone calls, telex or fax messages, or e-mails.
3. In applying this Article, the operating air carrier shall pay particular attention to the needs of persons with reduced mobility and any persons accompanying them, as well as to the needs of unaccompanied children.


?

ronster1

Ryanair are timewasting. This is very similar to my case for a flight from Ibiza in May 2010.

You need to write to the AESA (Spanish air authority) with full details. The reason they have given is not extraordinary circumstances and the AESA will confirm it for you. Only trouble is it takes them around 3 months to deal with complaints and then you will still have to pursue (through small claims) notwithstanding the challenge to the liability for flight delays).

I'm going down this route after being messed about by Ryanair. Not even bothered if I lose, just want to publicise their shoddy customer service.

DJFearRoss wrote: »

Following my earlier post as below;



I have just heard by Ryanair with the following reply;



Wondering if anyone had any advise i.e if this is worse following on. I'm not after money, it's just that Ryanair seem to be acting above the law. No help was provided until we were on the plane and not even that can be really be classed as help.

ronster1

See my recent post. If I take Ryanair to small claims, do I file against Ryanair Ltd or something/someone else?

Just checking as I have heard other claims have been thrown out due to suing under the wrong name

Cheers

Cityboy wrote: »

Can you let us have the flight number and date of this incident?

You have been a 'victim' of Ryanair's usual service provision and you are not alone. If you don't want the money, however, then leave well alone, but if you do want an opportunity of possible being compensated for your inconvenience then let's have the answer to my question as a start.

karlwilson

ANY HELP WOULD BE MUCH APPRECIATED .
Recently just got back from our holiday to mexico which was delayed 12 and half hours. We were told in the airport that we would receive vouchers on board as they had run out in the airport, once on board the crew were very rude and actually suggested we had received our vouchers and were trying it on for extra . On complaining to thomsons they said that they would forward the vouchers we didnt receive in form of a cheque but that we were not entitled to and compensation as in the t&c ?????

Sunshine_and_Roses

I have just received a cheque from Ryanair with an unsigned letter from them, stating the cheque was in full and final settlement, but it only covers accommodation for the three nights delayed, and food off the receipts I sent (and only for one meal per day). There is nothing for beverages, internet use, phone calls, transport etc, which I do not have vat receipts for.

Is it worth fighting this, or should I cash the cheque and be grateful I am only about £150 out of pocket?

Sunshine_and_Roses

Cityboy wrote: »

If you don't have receipts, it is very difficult to justify your claim without some form of reasonable proof that you actually paid for items covered under Article 9 of EC 261/2004.

That may sound harsh and the Regulation doesn't mention receipts as such but, if you had to reimburse someone for expenses incurred in the course of their employment for example, you too would want some form of proof that the expenses were actually incurred.

Thought that may be the case. The annoying thing is, if you are delayed at the airport they give you vouchers for food and drink. There was no help offered to us at all, and when you have been waiting for a bus in the snow for almost two hours to be told they are not running, a vat receipt from a taxi driver is not the most important thing on your mind!

** Also, I can understand that they will not provide a glass of wine with a meal, however I would have thought that coffee or soft drinks would have been provided, I have never been into a restaurant and not ordered anything to drink with a meal. On the itemised bill the drinks which were not wine are shown as 'beverage', is it worth me arguing this?

richardw

Guardian newspaper publishes easyJet's approach to compensation rights

http://www.guardian.co.uk/money/2011/feb/19/easyjet-compensation-rights

and if you google, this story is listed near the top of the web page http://www.google.co.uk/search?sourceid=chrome&ie=UTF-8&q=easyJet%2Bcompensation%2Bright