Compensation for delayed flights Discussion Area

Tyzap

It seems that the newly proposed ombudsman service is struggling to take off!

It should be 'widely available by spring 2016' but that seems very unlikely at the present rate of progress.

Andrew Haines, Chief Executive of the Civil Aviation Authority said....
As such, we have decided to make withdrawal of our service conditional on airlines carrying at least 50% of passengers in and out of the UK demonstrating firm commitment to ADR by September 2015 a realistic target given the characteristics of the airline industry.
Well that deadline is long gone!

Quote....
One of our mitigations is that participation in ADR is likely to be attractive to airlines.
Why are they not flocking to join up then?

The CAA have accepted that there could be a charge to the passenger for referring a case to the ombudsman scheme of up to £25. This would be refunded if the complaint was upheld, even partially.
Another disincentive to passengers.


Full info found here....
http://publicapps.caa.co.uk/docs/33/CAP1286%20Consumer%20complaints%20handling%20and%20ADR%2015042015.pdf

As far as I know Ryanair is the only airline to sign up for the new service.
http://www.moneysavingexpert.com/news/travel/2015/11/ryanair-passengers-to-be-able-to-complain-to-ombudsman-services

So where do the CAA go from here?

My suggestion would be simple, bestow upon them the powers of enforcement, enabling them to fully resolve complaints.

glenburg1

Please can one of you clever people give me a little help.
I had issues with a flight due to some pnr problem.
the flight was originally booked with american from Cop to LHR /LGW to mco and the return MCO/Chicago cicago to LGW.
At copenhagen we were informed our flight to lhr was fine but the rest had a pnr? problem and that BA at LHR would sort it.
Ba ticketing (LHR) reissued us tickets fine, but at MCO on the way home we were informed that BA had cancelled our tickets(chicago to lhr) as no shows and our flights were now sold out so we would not be allowed to board !!! after around 2 hours they reissued us tickets on another flight later that day.
Put in a claim once we arrived home and have just had a call from BA
They insist the problem is an American airlines one as that who we booked with.
Even though our through leg with american was fine,
We were informed by BA that even though they cancelled our tickets and even though it was our BA leg that we couldnt board and it was another BA flight we were put on that we had to take it up with AA.
i asked them to put it in writting /email as the rep even tried to deny that we were ever ticketed by the BA desk at LHR or that we should have been on the earlier flight untill i pointed out that they had reticketed us and given me the paper tickets and full itinery print outs.
They then said we will contact AA for me and find out if it was a legal denied boaring or something else?
Any way back to the question .... Who is resposible ?BA or AA

JPears

It is the operating airline ie BA that usually is responsible (see Vauban's guide for relevant section of the regulation) If AA/BA can't get their act together, thats not your concern. You were denied boarding with a valid ticket, having presented yourself at the correct time. Compensation almost certainly due.

glenburg1

JPears wrote: »

It is the operating airline ie BA that usually is responsible (see Vauban's guide for relevant section of the regulation) If AA/BA can't get their act together, thats not your concern. You were denied boarding with a valid ticket, having presented yourself at the correct time. Compensation almost certainly due.

The Ba rep i spoke to this morning refused to even listen i tried telling them that AA had my tickets sorted fine and that they had been cancelled by BA and that BA had told them they had no seats on my original flight left so they would have to put me on next one.
He said "i dont know which bit you are not understanding or why im repeating myself but that it was my issue to sort with AA not an issue with BA"
He only changed his attitude a tiny bit after i asked him to put that , along with the fact BA were denying responsibilty in writting.
This then changed to we wont put anything in writting but will pass your complaint to AA for you as its there problem !!! they issued the ticket.
When i said i was sure as it was there flight that delayed me by not letting me board there flight and booking me on another later flight that it is there responsibility he stated " i deal with compensation claims every day . i have repeadly told you were we stand , i asked for a supervisor due to the way he spoke to me and was told neither a written response or a superviser would be forthcoming "

DrA_Harrogate

You have now found out that talking to the airline is frequently a waste of time. You have the choice of DIY (NBA letter followed by MCOL) or a NWNF lawyer. These days a NBA letter can sometimes shake the tree enough for a result as the airlines have taken a pasting in the Courts.

JPears

Particularly as this appears to be a denied boarding claim, which is almost impossible to defend. You may need to go beyond the NBA but the MCOL or N1 claim should make the fruit drop.
I presume you have copies or your original tickets/boarding passes etc?

glenburg1

JPears wrote: »

Particularly as this appears to be a denied boarding claim, which is almost impossible to defend. You may need to go beyond the NBA but the MCOL or N1 claim should make the fruit drop.
I presume you have copies or your original tickets/boarding passes etc?

I have all of the above which was the only thing that even changed the tone of the BA rep today.
At first he insisted that the new tickets at LHR had never been issued until i told him the very nice lady at LHR had even printed a full copy of my itinerary on a ba ticket slip incase of any further problem.
He just tried to keep referring back to the flight we actually took, and repeatedly kept stating its a AA ticket booked by them so they should deal with it.

glenburg1

sorry just to check ...
I take it am right that if i have a ticket and get to the airport and they have cancelled my ticket (now they are saying its due to a ghost booking) and that they cant reissue me tickets on the right flight , then i have been denied boarding of my original flight ? or would it be a delay claim i would put in as we arrived over 3 hours late?

DrA_Harrogate

denied boarding (since this was what occurred). Good luck

edsa

hello, can anyone explain why a passenger without a boarding pass was allowed to get on the plane and try to take a seat, then to be marched off to security resulting in Monarch flight ZB492 to Alicante from BHX,on Sunday 17th Jan being delayed by 2hrs 35 mins? All passengers then had to disembark, wait in the holding pen, identify their bags on the tarmac and were put on another plane. How can this happen with all the "so called" security checks.
I have read the following....Regulation 261/04 makes provision for compensation in the event of cancellation or delays. This includes:
- in the event of long delays (two hours or more, depending on the distance of the flight), passengers must in every case be offered free meals and refreshments plus two free telephone calls, telex or fax messages, or e-mails. My parents had nothing offered to them. Any tips on if and how to complain? thank you