Condor Ferry delays

randomhedgehog

Condor ferries to and from the Channel Islands suffered delays and cancellations between 18 and 23 Sept this year. Our return journey on 19 Sept was cancelled and rescheduled to 21 Sept. So far as I can see under EU regs (similar to those covering flights) a delay of over 24 hrs entitles the traveller to 50% refund. I have written to and emailed Condor claiming this, using their form, but now, 2 weeks later, i have not heard anything from them and its impossible to ring and ask what is going on. Has anyone else out there had a similar experience and any advice on what to do?

111KAB

Doubt you will get a constructive response on the airline threads however a 2 week waiting period for a reply would be music to many an ear on these pages. 2 months if things are going well, 2 years more the norm.

PeteDoff

Ah

That Condor Moment

TedCrow

Yes I have had a similar experience. They refunded me the ticket prices after outbound and return ferries were cancelled, and we made use airline flights to get too and from the UK which cost considerably more than the ferry journey. I like you have read the EU reg 1177/2010 which Condor referred to in their refusal and draw exactly the conclusions as you. However Condor disagree in their words " there is no concept of compensation in the EU directive"! Basically they are saying that our refund is our compensation. I've written to by local Guernsey Deputy(like a UK MP) and he has taken it up through the relevant Guernsey regulator. I have also emailed ABTA(UK voluntary complaints arbitrator for ferry companies) and emailed to the European Consumer Council, for clarification.
I interpret the directive as saying a passenger in entitled to a refund and also compensation. Condor are saying compensation = refund.
I'm awaiting replies, fingers crossed.

randomhedgehog

Thanks Ted. Added complication is that I booked the holiday via Macoles, a Jersey Island apartment rental company, so the ferry cost is hidden in the total price. However, a few days ago I received a refund for the ferry crossing from Macoles (who received it from Condor), which looks about right. Still waiting for expenses (extra meals) payment. I'd be happy to receive a personal response to my emails and an apology, but that's obviously a step too far for Condor

randomhedgehog

Well, thanks to Macoles, got refund of the return ferry crossing. Now waiting for the expenses direct from Condor. Not holding breath!