Delay at airport missed flight

Ian1961

My daughter in law was in Holland earlier this year and on the way back due to excessive waiting to get through passport control the family missed their flight back home and had make alternative arrangements to get back home (Newcastle) via Edinburgh which cost approx £900. They have been declined a claim due to it not being down to any breakdown of transport of any kind which got them to the airport. I think this is not fair and would like to ask if there is anyone we can ask to look into this? Just to rub salt into the wounds, their luggage was also lost for 3 weeks and even though they were told by the same insurance company they would need wait 6 weeks to claim they are now being told to get in touch with the airline, whose policy is 21 days so they've missed that as well.

Bradden

How excessive was the delay and was there an underlying cause? I would think that the insurance company could agrue that your DIL should have allowed more time at the airport.

eskbanker

Ian1961 said:

They have been declined a claim due to it not being down to any breakdown of transport of any kind which got them to the airport.

Is it a travel insurer that they're trying to claim from, and if so, what specific policy section offers coverage against such events?

Ian1961 said:

Just to rub salt into the wounds, their luggage was also lost for 3 weeks and even though they were told by the same insurance company they would need wait 6 weeks to claim they are now being told to get in touch with the airline, whose policy is 21 days so they've missed that as well.

Did the insurer put that in writing, and what losses did they incur as a result of delayed luggage arrival?

onashoestring

Ian1961 said:

My daughter in law was in Holland earlier this year and on the way back due to excessive waiting to get through passport control the family missed their flight back home and had make alternative arrangements to get back home (Newcastle) via Edinburgh which cost approx £900. They have been declined a claim due to it not being down to any breakdown of transport of any kind which got them to the airport. I think this is not fair and would like to ask if there is anyone we can ask to look into this? Just to rub salt into the wounds, their luggage was also lost for 3 weeks and even though they were told by the same insurance company they would need wait 6 weeks to claim they are now being told to get in touch with the airline, whose policy is 21 days so they've missed that as well.

Generally insurance policies require a passenger to report the missing luggage to the airport/ airline  immediately and then if the luggage does not turn up after  21 days a claim can be made for lost luggage . 

 Usually a passenger would report the missing luggage  to the airline promptly  by completing the property irregularity report’ (PIR) at the airport - this is the form you get from customer services in the baggage claims hall.) If  your DIL did this , then she should be entitled to make a claim against the airline  or insurance company depending on T&Cs of her policy. 

You DIL would need to check the exact T&Cs of her insurance . As long as she has followed their procedures & kept the relevant paperwork/ e-Mail trail ; then she should be entitled to claim in line with the T&Cs of her policy . 

TELLIT01

I haven't looked lately but there always used to be a statement on airline websites that it was the responsibility of the passenger to ensure they allow sufficient time to check in and pass through security.  What time was the flight, and what time did your daughter-in-law get to the airport?

sheramber

How early did they  arrive for their flight?  

How long was the excessive delay?

Usually, when there is an abnormal  delay they call out for people whose flight is due.

kazwookie

was in Holland   I'm guessing Schipol airport, they have been suffering from major staff shortages caused by covid/ lack of staff etc, the ques have been up to nine hours at times, it has been so bad that the CEO stepped down from the role.

https://simpleflying.com/amsterdam-schiphol-airport-ceo-steps-down/

I sadly don't think your family will get any payout, as it was the airport at fault, not the airline.

Ian1961

Thanks for all the replies, they were at the airport the 3hrs specified, however, they weren't aware of any issues at the airport and they attempted to get to the front of the people before them but weren't able to when the time got nearer.

Regards their luggage the insurance company led the discussions about leaving it 3 weeks as far as i know before getting back in touch with them by which time we believe the timescales had expired with the airline. I think all contact was by phone, again as someone replied no paper trail so a lesson learned.

koalakoala

If it was Schipol there are always very long queues to get through.