Emirates flight cancelled on Manchester airport Runway- HELP to how to take this forward

TS_justice

hi everyone,

first time posting so hope this is clear as a issue.

me and my family (wife and baby daughter) were due to fly to Dubai from Manchester airport 2 weeks ago on flight EK22. On attempted takeoff something went wrong with on the engines causing takeoff to not be able to be initiated (thank god this was a ground event). As a result we spent 5 hours waiting on the runway before the flight was ultimately cancelled.

we eventually had to find a flight ourselves for the following morning (24hrs later), find hotel accommodation for the night and ultimately lost 1 day of our holiday that we had so looked forward to. 

I know we are entitled to compensation but am finding emirates website and customer service line absolutely unhelpful. My initially enquiry for a cancelled flight has been rejected stating “my ticket seems to have been used” but this is simply because they are checking my booking reference to see we did ultimately get there!

anyone dealt with emirates or can direct me to how I get the compensation I believe me and my wife are entitled to? I won’t even bore people with how horrific it was as an experience getting offloaded from a plane with no idea and planning for how they were going to deal with the passengers left stranded.

T

eskbanker

TS_justice said:

we eventually had to find a flight ourselves for the following morning (24hrs later)

[...]

My initially enquiry for a cancelled flight has been rejected stating “my ticket seems to have been used” but this is simply because they are checking my booking reference to see we did ultimately get there!

Are you saying that you flew on the next day's flight without forking out for a new ticket, or that you had to buy one?

The airline's responsibility is to rebook you onto another flight (at no extra cost), plus to arrange accommodation (or reimburse if you had to do this yourself), and also to pay fixed tariff compensation if the reason for the cancellation was within their control.

What exactly did you ask for in your 'initial enquiry for a cancelled flight'?

TS_justice said:

I won’t even bore people with how horrific it was as an experience getting offloaded from a plane with no idea and planning for how they were going to deal with the passengers left stranded.

Yes, best to keep the two things separate, i.e. don't mix up a claim for your legal entitlement with qualitative stuff that would be better handled as a customer service complaint.

mdann52

You need to make it clear you are claiming compensation under UK261 for the cancellation. You can claim for both fixed-rate compensation, and the hotel and food due to the overnight stay.

If you have, and they have refused to deal with it or 8 weeks have passed, you can take them AviationADR -  to https://www.aviationadr.org.uk/how-to-complain-about-an-emirates-flight/

Caz3121

did you go through the link here to make your claim? https://www.emirates.com/uk/english/before-you-fly/travel/rules-and-notices/delay-notice-uk/

TS_justice

Hi all thanks for the responses really nice to hear

- I didn’t pay for the replacement flight the day after but did pay for my own accommodation for the night waiting 
- in my initial enquiry using the emirates “feedback form” which I was told I had to use to claim any compensation I basically used the template letter produced using the Revolver system recommended from this Money saver site
- as MDann stated I believe I am entitled to fixed compensation for each ticket (believe this to be £520 each) plus my hotel and expenses. Can I also claim for the hotel night I paid for my Dubai hotel that I wasn’t able to be there for?
- thanks for the link Caz I can try submit the same claim again on this link but the frustration is how many different forms there are on the website it’s hard to work out which is right for this situation.

eskbanker

TS_justice said:

I basically used the template letter produced using the Revolver system recommended from this Money saver site

Not shooting from the hip I hope

Although template letters can come in useful in some situations, I'm unconvinced that they add value in this sort of scenario, but what's done is done - the main thing, as above, is to concentrate on your legal rights and what you're claiming you're entitled to.

TS_justice said:

Can I also claim for the hotel night I paid for my Dubai hotel that I wasn’t able to be there for?

Not from the airline, that would be a matter for your travel insurance if it has cover for that.