Dubai to Sydney

FunLovinCriminal

Hi all
My mother in law left on 28th dec to visit her other daughter and new grandchild in sydney.
She had an hour stop over in dubai at 2am our time before flying dubai to sydney.
That flight was cancelled to to a computer error.
She should have arrived in sydney at 2am this morning but her rearranged flight leaving sydney at 7am our time has been further delayed.
Basically I was just enquiring who we complain to. The booking operator or flight company and what compensation would she be due?
Money is not tge issue to her, she is just frustrated at having a reduced visit with her new family. However i feel we should be entitled to something.

Caz3121

FunLovinCriminal wrote: »

That flight was cancelled to to a computer error.

Basically I was just enquiring who we complain to. The booking operator or flight company and what compensation would she be due?

This is not something that is covered by EU261 so she should start by identifying whose computer error caused the flight to be cancelled and go through their complaints procedure.

Tyzap

FunLovinCriminal wrote: »

Hi all

She should have arrived in sydney at 2am this morning but her rearranged flight leaving sydney at 7am our time has been further delayed.

A bit confusing!

Can you please clarify, do you mean "leaving Dubai at 7am'?

Was the booking all on one through ticket?

Was she not offered re routing from Dubai to Sydney?

FunLovinCriminal

Apologies, was typing quickly.
She arrived in dubai in the early hours of thursday, and should have had a 1hr stop before leaving for sydney and arriving there at 2am this morning.
When she arrived at dubai she was told that there was a computer issue and she was taken to a hotel in dubai. Her rearranged flight was due to leave dubai today at 7am, however this flight was delayed and she is still in dubai airport.
Surely there should be compensation in order?

FunLovinCriminal

Flight was done as one booking. Not offered any rerouting.
She is obviously disappointed. She has not seen her daughter for over a year and is only there two weeks. This is obviously impacting her time with her and her new grandson.

Caz3121

who did she book the flights with? (direct with airline or third party) and which airline(s) involved?

Tyzap

On the face of it she does have a valid claim, as the regs say it is the delayed time accumulated at the final destination that counts.

Try putting the flight details into some on line NWNF delay calculators and see if they agree.

The problem will be that Emirates count it as two separate flights, not one, as the regs do. As a result they always fight these claims making it difficult for the claimant.

Good luck.

Caz3121

Tyzap wrote: »

On the face of it she does have a valid claim, as the regs say it is the delayed time accumulated at the final destination that counts.

from the OP it does not state that the ex-EU flight was in any way delayed, only that the booking from Dubai was cancelled due to computer error. Think it needs to be understood whose error this was...

FunLovinCriminal

It was Emirates from Glasgow to Dubai, and Dubai to Sydney was Quantas.
I will contact Quantas and see what they say.
Unsure as to whether she booked direct or via a booking operator. Difficult to find out details with time diiference and the fact my mother in law is not technically advanced to use wifi. Is there a cut off date to compensation as she will not return until 20th jan?

Vauban

FunLovinCriminal wrote: »

Is there a cut off date to compensation as she will not return until 20th jan?

Six years! [Five in Scotland]