Being fobbed off by Norwegian air?

wollsmeth

Hello,
My family and I were delayed at Malaga airport for over 8 hours. We flew with Norwegian air. I have used Resolver to log my complaint and have received this response.

Thank you for contacting us with your claim. We regret the time it’s taken to respond to you and we thank you for your patience.

We’re very sorry for the inconvenience caused by the delay to your flight DY5590 from Malaga to Birmingham on the 7 August 2015. Unfortunately, this flight was delayed by 8 hours and 2 minutes due to ground damage on previous departure. These were extraordinary circumstances which could not have been avoided even if all reasonable measures had been taken.

In order to provide you with a thorough overview of the outcome of your claim, we’ve listed the expenses you’ve asked us to reimburse.
Expense: Transport
Amount claimed: 39 GBP
Outcome: (3) Declined

Your travel insurance provider may be able to assist with the costs we’re not liable to reimburse. The following information will provide you with an overview of the reason for our decision in relation to your claim for expenses.

(3) As this flight was delayed due to extraordinary circumstances, we’re unable to reimburse the extra expenses you’ve claimed. This is in accordance with Article 19 of the Montreal Convention.
We apologise for the inconvenience caused on this occasion and hope to have the opportunity to welcome you on board a Norwegian flight when you next choose to travel.
Best regards

Mikael M
Customer Relations


I would like to know how the plane flew with "ground damage on previous departure". Can anybody please offer some advice on what to do next because I'm not happy with this response.

Thanks in advance!

Dave Waldron

Caz3121

you have 3 choices
1) read Vauban's guide and issue NBA/commence court action
2) hand this over to a NWNF - both Bott & co and EUClaim show that €400 per passenger is due for this flight
3) forget it

Vaubans guide https://forums.moneysavingexpert.com/discussion/5173888

What are the 'transport' expenses are you claiming? If this is expenses incurred after you arrived back in Birmingham and are consequential losses e.g. new train ticket as missed other train etc then Norwegian are correct that they are not liable and you should claim from your travel insurance