Air Mauritius

KABOON

19th July I was due to fly from London Gatwick to Mauritius.   We were sat on the plane for two hours waiting for Air traffic control to give us the go ahead to take off.  Air Mauritius did not offer us any drinks or refreshments and during our 12 hour flight did not look after us very well.

On the way home from Mauritius to London Gatwick, our flight was delayed for over 3 hours.  Again we were not offered any food or refreshments and I find out that I'm not able to claim any compensation.  I've tried through my Travel Agent and Insurance with ABTA and I cannot claim a penny.  The Air Mauritius website does not give you any opportunity to claim.  My 13 year old Son said he'll never ever fly Air Mauritius again. Totally unimpressed!

la531983

You wont get anything for a 2 hour delay on the way out, thats merely a customer service issue.

It would depend on the reason for the return leg delay. In any case your Travel Agent and ABTA are not to organisations to persue. It would be the airline.

eskbanker

A flight on a non-UK/EU airline to the UK isn't in scope of the UK/EU flight delay regulations, so any compensation would need to be claimed under the airline's own policies or those of their regulator....

Caz3121

not all delays qualify for compensation. Whilst regulations state refreshments after 2 hours + being sat onboard awaiting ATC clearance means it was probably not practical to either de-plane everyone to go get a coffee (potentially delaying the flight further as no longer able to take the first available slot) or start a service that maybe gets refreshments for the first x rows then have to stop to take off when given a slot to leave.
For the return there was no UE/UK 261 delay liability as a non EU/UK airline. Even if it had been an EU/UK airline any compensation would be based on the reason for the delay...and if ATC or weather it would not apply.
Travel insurance policies can vary...not sure whether many would pay anything for a 2 or 3 hour delay...mine only kicks in after 12 hours and gives £20 for each 12 hours of a delay.
My recent experiences on an EU airline due to ATC were 6 hour delayed arrival on outbound and 14 on the return (missed connections - we did get a voucher for food on outbound and a hotel for the overnight delay on the return) No compensation due...these things happen.

Westin

KABOON said:

19th July I was due to fly from London Gatwick to Mauritius.   We were sat on the plane for two hours waiting for Air traffic control to give us the go ahead to take off.  Air Mauritius did not offer us any drinks or refreshments and during our 12 hour flight did not look after us very well.

This type of delay is sadly quite common. It is however the most effective way to minimise delays. Have everyone boarded, doors closed, departure procedures complete. An ATC ‘ready’ message can then be sent to hope for a slot improvement.

At best, if you are boarded, the airline may offer water or juice for an extended ground delay but can’t do much more.  They won’t wish to have catering equipment out of storage and in the cabin in case the slot suddenly improves. Restowing equipment, securing galleys, takes time. Some airlines specifically don’t permit service carts in the aisles when the aircraft is on the ground anyway for safety reasons.  

If water was not offered by way of a cabin service, did you use your call bell and ask for water?

I would suggest for future travel that you always travel prepared with a bottle of water and some snacks.

Not sure about your comment on not being looked after well during the subsequent 12 hour flight. You would have been offered one full meal, a lighter meal, drinks and had access to inflight entertainment. Perhaps you could tell us what you felt was missing and why you feel you were not well looked after during the flight.