Emirates flight cancellation - should I escalate on resolver or wait?

rexmedorum

Our Emirates flight was cancelled (after they tried to get the plane to work for about 4 hours with us in it) and I ended up with a 24h delay (only 1 connection per day). I used resolver and send the standard letter. I am now able to escalate on resolver but I'm not sure if I should. We got the following reply 3 days after my original message to Emirates:

Thank you for your recent correspondence.

The events that you have described are being looked into and one of our Customer Affairs Officers will write to you once our review is complete.

The review itself may involve a number of operational departments, and possibly third-party providers, therefore our response to you may take up to 30 days. Please be assured that we will do all possible to reply inside 30 days.

In any future correspondence with us, please quote the above reference.

Thank you for taking the time and trouble to write to us.

Yours sincerely,

Cristina Scalzi
Customer Affairs UK & Ireland
Emirates Airline

Caz3121

what was the route of your cancelled flight? (to determine whether EU261 applies or not)
Have you checked the NWNF checkers with your flight/date to see their opinion on whether there is a valid case for compensation?
You will find Emirates posts on this thread
https://forums.moneysavingexpert.com/discussion/4445423

rexmedorum

As far as I can tell it applies.
Birmingham to Mauritius via Dubai

What is NWNF checkers?

the cabin crew told us we would get compensation and also to keep the receipts.

Caz3121

If you put your flight details into EUClaim or bottonline they will do a free check based on the information logged on the flight to confirm whether compensation should be due or not
Given that it was the flight from Birmingham (and not in Dubai) then it should be pretty slam dunk
Has the 30 days passed?
Might be worth having a read of the non-EU Airlines thread linked above to see what the recent turnaround times have been for EU261 with Emirates

rexmedorum

thanks yes should be and according to those 2 it should be ok.
30 days would bring it to 9 July just wondering whether I should wait for this given that the standard letters give the airline 14 days (14 days from my letter has gone already)

rexmedorum

Hhm we got a message that we would get the compensation on 28 June. I returned the requested documents the next day and since then nothing. I sent a reminder message on 12 july but still no response.
How long should I leave it before I escalate?

Tyzap

rexmedorum wrote: »

Hhm we got a message that we would get the compensation on 28 June. I returned the requested documents the next day and since then nothing. I sent a reminder message on 12 july but still no response.
How long should I leave it before I escalate?

I'd say they have had long enough, but really it's up to you.

Have you tried to phone them?

Good luck.

rexmedorum

Ha ha ha I called and was told that they don't have the number for this department, can't put e though and it would take AT LEAST 30 working days from the point they confirm the compensation.

After some arguing apparently they don't have any way to speak to somebody about this.

Tyzap

Oh well, if they want to be silly about it, issue them with a LBA giving them 2 weeks notice to pay you and if they still refuse issue legal proceedings against them via MCOL (if only one claimant) or N2 paper document (if more than one claimant)

They will not be able to ignore that.

Good luck.

rexmedorum

wow hong on lots of acronyms
LBA - I guess letter before action ? (Templates anywhere)
where do I find the N2 paper document?

Justice13075

Yes LBA does mean letter before action. Google and download Vaubans guide. On page 6 is a template letter.