Emirates deny compensation or refund for delayed connecting flight

dommer2000

Hello.

I'm at a bit of a loss here.  In September, I was due to fly from Pune, India to London Gatwick on Emirates.  There were three legs to the flight, the first from Pune to Ahmedabad, with Spicejet, then Ahmedabad to Dubai, and finally Dubai to Gatwick.  The whole journey was booked through Emirates, and Spicejet were a partner for the first leg.

The Spicejet flight was delayed several times, up to the point that it was routing me via Goa and I wouldn't arrive in Ahmedabad until the day after my flight had left to Dubai.  When I contacted Emirates, they only offered a complete refund of the flight, or to change the flight so it started from Ahmedabad.  They didn't offer any way to get from Pune to Ahmedabad, despite there being an Indigo flight that would get me there in plenty of time.

Without any other options, and it being absolutely essential that I caught my connecting flight to Dubai, I had to change my Emirates flight to start from Ahmedabad, and buy my own Indigo flight from Pune to Ahmedabad independently.  I successfully completed my trip home.

On my return, when I complained to Emirates, they rejected my claim for a refund of the Spicejet flight, or the cost of the Indigo flight or any other compensation, as they claimed they had offered alternative travel options - which they hadn't - it was only to cancel the ticket.

I now find I can't complain to the CAA as it wasn't a flight starting in the EU.

Who can I go to in order to claim my costs of the new flight back?  I seem to have run out of options.  Emirates seem to have the right to unilaterally close down a complaint.

bagand96

Non UK/EU airline operating a flight starting outside UK/EU means you won't be able to enforce any rights under EC261 or the new UK equivalent.

I do see though that you are out of pocket by having to buy your own ticket Pune-Ahmedabad.  If everything was purchased directly from Emirates on one ticket and payed on a credit card then I would suggest a Section 75 claim as an option, as they didn't provide you with what you paid for.

eskbanker

You could perhaps try https://www.aviationadr.org.uk/how-to-complain-about-an-emirates-flight/ but the airline hasn't breached any UK or EU regulations (as their scope doesn't include inbound flights on non-UK/EU airlines) so you're reliant on their own Ts & Cs and/or any (non-UK) consumer legislation encompassing those particular flights.

Westin

bagand96 said:

Non UK/EU airline operating a flight starting outside UK/EU means you won't be able to enforce any rights under EC261 or the new UK equivalent.

I do see though that you are out of pocket by having to buy your own ticket Pune-Ahmedabad.  If everything was purchased directly from Emirates on one ticket and payed on a credit card then I would suggest a Section 75 claim as an option, as they didn't provide you with what you paid for.

I'm not sure that will work. 

Apart from the fact that the OP did fly EK on at least two sectors (AMD-DXB-LGW), EK did provide the service in total. Yes - the first Spicejet operated flight was delayed, but when this happens and a connection is lost (provided on one thru ticket) then the airline systems will just automatically rebook or reroute on to a later flight. 

IMO a S75 claim is inappropriate. 

bagand96

Westin said:

bagand96 said:

Non UK/EU airline operating a flight starting outside UK/EU means you won't be able to enforce any rights under EC261 or the new UK equivalent.

I do see though that you are out of pocket by having to buy your own ticket Pune-Ahmedabad.  If everything was purchased directly from Emirates on one ticket and payed on a credit card then I would suggest a Section 75 claim as an option, as they didn't provide you with what you paid for.

I'm not sure that will work. 

Apart from the fact that the OP did fly EK on at least two sectors (AMD-DXB-LGW), EK did provide the service in total. Yes - the first Spicejet operated flight was delayed, but when this happens and a connection is lost (provided on one thru ticket) then the airline systems will just automatically rebook or reroute on to a later flight. 

IMO a S75 claim is inappropriate. 

I do see your point I have a question myself whether it will work. But it's probably worth a try if the OP booked direct with Emirates for whole itinerary. 

As you say when there's a missed connection the airline would just book onto the next available flight. But this doesn't seem to have happened here as the OP reports there were no other options offered by Emirates? 

dommer2000

bagand96 said:

Westin said:

bagand96 said:

Non UK/EU airline operating a flight starting outside UK/EU means you won't be able to enforce any rights under EC261 or the new UK equivalent.

I do see though that you are out of pocket by having to buy your own ticket Pune-Ahmedabad.  If everything was purchased directly from Emirates on one ticket and payed on a credit card then I would suggest a Section 75 claim as an option, as they didn't provide you with what you paid for.

I'm not sure that will work. 

Apart from the fact that the OP did fly EK on at least two sectors (AMD-DXB-LGW), EK did provide the service in total. Yes - the first Spicejet operated flight was delayed, but when this happens and a connection is lost (provided on one thru ticket) then the airline systems will just automatically rebook or reroute on to a later flight. 

IMO a S75 claim is inappropriate. 

I do see your point I have a question myself whether it will work. But it's probably worth a try if the OP booked direct with Emirates for whole itinerary. 

As you say when there's a missed connection the airline would just book onto the next available flight. But this doesn't seem to have happened here as the OP reports there were no other options offered by Emirates? 

Yes, all the flights were booked through Emirates, and no options were offered to get me to Ahmedabad.  I might give the credit card refund a look, as they didn't provide the service I originally bought.  Incidentally, this was a company trip, and the agency who bought the ticket for me have also had no joy getting a refund or compensation from Emirates. 

Apparently they have cut a whole load of support staff lately, and there are no UK Emirates staff to turn to in these situations.  I just want them to recognise the fact I've been treated shabbily and have some kind of penalty imposed on them.

unforeseen

As you don't appear to have bought them direct but through another company then that could throw a spanner in the works for a S75 claim