Allowed to board the wrong flight!

rufio1408

Hi all

I am hoping that someone can offer some advice as to where I may stand on this. Below is an email I have sent to the complaints department of Austrian Airlines after a compltet !!!! up which meant me missing a days work. Any advice on my rights etc would be very much appreciated.

To whom it may concern

I am writing to you today to explain my complete shock and disappointment at something that happened on Tuesday 19th July at Vienna airport.

I was booked on a flight from Berlin-Vienna-Athens-Mykonos. Upon arrival to Vienna I showed my boarding pass to a member of airport staff who directed me towards the F gates for my connecting flight to Athens. I made my way to the Austrian Airlines lounge when a member of staff scanned my boarding pass to validate entry, and told me that the flight would be departing from gate F26 and is currently delayed but more information would be available at 10:20.

I made my way down the the gate that I had been told was for my flight. The lady at the desk scanned my boarding card and I proceeded to board the Austrian Airlines flight. I stowed my baggage and took my seat ready for departure. Then, after around 10 minutes, the same lady who had scanned my boarding card and allowed me to embark on the plane came rushing onto the flight and told me that I was on the wrong plane.

I was completely confused, but she explained that although I had an Austrian airlines barding pass on my phone, I was flying with Aegean, who were departing from the opposite end of the airport! I quickly gathered my things and and asked for a car to take me across to the other gate. This request was refused but she assured me that she would call ahead to the gate C41 and tell them what had happened and that I was on my way.

So I ran as fast as I could, across the entire airport to arrive at gate C41. I was too late. I explained what had happened to the gate staff but they insisted that none had called to warn them about this, and that there was nothing they could do as the flight was about to push back.

I could not believe it. How was I told by 2 members of staff the wrong gate? How was I allowed to board a flight that I am not supposed to be on? Why didn’t the lady call the other gate to let them know I was on my way after boarding my on the wrong flight?

I then spent the next 2 hours with Austrian Airline staff (who had admitted fault to the Aegean staff) trying to find flights that would get me to Mykonos that day, however it was not possible so I asked to be put on the next flight back to Berlin.

I am a visual artist, and I am lucky enough that my job allows me to travel all across the world and perform shows. I am a very frequent flyer making anywhere between 150-200 flights each year therefore gaining Gold status on multiple airlines with multiple alliances. Unfortunately, on the 19th July iI was scheduled to perform at a show in Mykonos. Due to this completely unbelievable situation, I was unable to make this show and had to cancel which has resulted in me loosing out not only financially, but also now my reputation has taken a hit.

I am completely shocked and outraged that this could even happen. I showed my boarding pass to a member of staff who told me the wrong gate. Then a member of staff actually scanned my boarding pass to allow access to the lounge, and again, told me the wrong gate. Finally I was physically sitting on a plane for which I had no ticket. Surely this last point is a huge security violation?

Below are all of my details from the flights and details of the people who I dealt with in Vienna. I would very much like a response to this email to see your standpoint on the matter.

Name: ******
Passport Number: ******
E-Ticket Number: ******
Booking Reference: *****

Austrian Staff -

Assistant who tried to help me find alternative flights: ******
Manager who was aware of the situation and authorised changes: ******

I eagerly await your response

malkie76

You make a fundamental mistake in your email that (a) it's too long, and (b) doesn't actually propose a resolution. You'll likely get a boiler plate response that gates close 30minutes to push back and they are sorry they let you down.

They have no responsibility for direct (loss of booking) or indirect (reputation) consequential losses. Rebooking or rerouting are the only options, which I believe they offered you ?

I too am surprised that they can scan a BP and it not alert them about the passenger being at the wrong gate, however fundamentally it's your responsibility to check the gate is correct and not rely solely on ground staff. I'm surprised someone flying as frequent as you wouldn't have spotted that.

I imagine you'll get some airline points/miles as a sorry, particularly given your statuses with airline groups.

Other than that I'd write this one off.

Caz3121

rufio1408 wrote: »

I am completely shocked and outraged that this could even happen. I showed my boarding pass to a member of staff who told me the wrong gate. Then a member of staff actually scanned my boarding pass to allow access to the lounge, and again, told me the wrong gate. Finally I was physically sitting on a plane for which I had no ticket. Surely this last point is a huge security violation?

I suspect this has been caused by confusion due to the fact you had an Austrian Airlines boarding pass (I assume because your first flight was with Austrian and it checked you in for onwards flight) times were similar (they depart within 15 mins) and you seemed to be unaware that you were not travelling with Austrian.
So you believed you had a boarding pass for an Austrian Airlines flight which you didn't. I am guessing given that the fact you assumed you were travelling with them, your language may have convinced the staff there was no reason to look at the details....flash an Austrian airline BP stating you are on their flight to Athens...etc. Had you shown the the boarding pass and said you were looking where to go for the Aegean flight things could have been different. However they have admitted they gave incorrect information.
For information Aegean and Austrian are both part of Star Alliance so Aegean passengers can validly enter the Austrian lounge (as can other *A passengers) so the scanner was not wrong to allow access.
Who did you book the flight with? did it not show that the flight was with Aegean?
You are correct that the boarding pass should have been rejected at the boarding gate and you should not have been allowed to board.
Security violation....all passengers will have gone through Security...the flight would not have been able to depart with the wrong number of people on board

19lottie82

Is anyone else thinking about Home Alone 2????

mgdavid

No - I'm thinking how come the OP seems to have had no idea of his routing details (airlines or flight numbers), made no attempt to look at one of the many information screens all around the airport, and didn't look at the flight number prominently displayed at the gate.
Especially as he is such an experienced traveller - surely it becomes automatic to do this.

photome

mgdavid wrote: »

No - I'm thinking how come the OP seems to have had no idea of his routing details (airlines or flight numbers), made no attempt to look at one of the many information screens all around the airport, and didn't look at the flight number prominently displayed at the gate.
Especially as he is such an experienced traveller - surely it becomes automatic to do this.

You are missing the point.

Its always someone elses fault

silvercar

Then, after around 10 minutes, the same lady who had scanned my boarding card and allowed me to embark on the plane came rushing onto the flight and told me that I was on the wrong plane.

So the lady who scanned your boarding pass realised something was wrong, but still allowed you to board? How else would she know 10 minutes later that you were on the wrong plane?

PS What is a visual artist?

pendragon_arther

silvercar wrote: »

So the lady who scanned your boarding pass realised something was wrong, but still allowed you to board? How else would she know 10 minutes later that you were on the wrong plane?

PS What is a visual artist?

It's like a piisss artist only more creative.

Caz3121

This could all have been avoided had the OP known which airline he was flying with...the airport staff that directed him to the wrong gates would likely have seen an Austrian boarding pass and directed him to the gates for Austrian. OP seemed unaware he was not flying with Austrian so took the direction.
I would have thought there would have been screens in the airport that would have shown the 2 Athens flights with the flight numbers and gates however most passengers would know which airline they were flying with

silvercar

It is OP's role to make sure they are at the right gate at the time for boarding. OP failed to do this, so must take the blame.

It is a poor show that the lounge access person and the gate boarding person both made mistakes. Particularly the latter as it must be a security breach to allow someone who is not a passanger or staff to board an aircraft.

christaitfife

I would say this is shared responsibility. Austrian seem to have done a good job getting you sorted out.

I agree that your email is way too long & will likely not be fully read (most complaints staff have hourly targets).

I really don't know what you are trying to achieve from your email - to me it sounds like you are trying to tell a story and want nothing in return.