Icelandair - Refusing to pay without Booking Reference

purplelemon

Icelandair have finally accepted to pay compensation for a flight I took in 2010. However they say I need to provide my booking reference, which I do not have. My booking was made for me by a school as it was part of a school trip.

I have provided Icelandair with my passport details but they are still requesting the booking reference.

Can they really refuse to pay out without a booking reference?
Will an airline be able to provide the booking reference?

James

Caz3121

Have a look in the "read this first" post. You have the option of SAR or court

purplelemon

Caz3121 wrote: »

Have a look in the "read this first" post. You have the option of SAR or court

Thanks, I've looked through that post and it's links but couldn't find any information regarding missing the booking reference.

Caz3121

section 5.2 of Vauban's guide
5.2 Airlines are likely also to ask you for boarding cards or other evidence that you were on the flight. If you have retained such documentation, then by all means send copies (not originals). If you do not have the boarding cards, then consider what other documentation you may have to demonstrate – on the balance of probability (which is the test applied in the small claims court)
– that you were on the flight. If you booked with a travel agent, see if they still retain a record of your booking. Or write to the airline directly, with a “subject access request” asking them to perform a legal search (under the Data Protection Act) on what information they hold on you.
This is likely to cost £10. It is unclear for how long airlines retain passenger manifest details, so it is possible that on older claims airlines will no longer hold this information. The legal test however remains the same.
https://forums.moneysavingexpert.com/discussion/5173888

pyestep

I was just reading your post of 30th March 2015 and noticed that I was on the same flight to Reykjavik in Oct 2010. I was just wondering whether you finally got your compensation and who you contacted in Icelandair.


I think I will,now seek compensation for my party using the proforma provided on the MSE website. If you have any useful tips it would be really good to hear them.


I think the plane suffered a hydraulic oil leak at Heathrow.


Regards


Stephen

purplelemon

Hi Stephen,

Yep, Icelandair did eventually pay out €400 each for myself and my partner! Despite not being able to locate my booking reference.

I originally emailed uk@icelandair.is and dealt with Maria who was very helpful.

Hopefully it should be straightforward for you now that they've already agreed that that particular flight is eligible.

Good luck! Let us know how you get on!

James

pyestep

Hi James,


Thanks very much for replying so quickly. We were delayed in coming back to you as we were on holiday in Venice. Had a great time and there were no plane delays !


I'll let you know how I get on.


Thanks again.


Stephen

pyestep

Hi James,


Just wanted to say a big thanks for your help on the Icelandair flight delay issue. I dealt with a lady called Olga who was very helpful. Icelandair have now paid up the 1600 Euros to cover the four people in my party. Having the booking reference helped, but I also had a picture I took of the departure board which showed the 10 hour delay.


Thanks again and let's hope we don't have to suffer another 10 hour delayed flight.


Stephen