Missed flight due to departure gate not being announced.

Mamitch

We checked our bags in at Stansted airport at 15.30 and waited in the departure lounge for the gate to be announced. The board stated that the gate would be announced at 16.40 but it wasn't and the board advised us to relax. After 90 minutes the entire departure board crashed. We asked a member of staff where we should go and were advised to go to Gate 52. When went immediately but when we got there the gate had closed. So we missed our flight, and our entire holiday. We went immediately to the Customer Service team who advised us to complain to the airport group as it was their fault that the departure gate wasn't announced. They couldn't offer another flight until Friday, the day we were due to return home. So who do we go to to claim a refund and compensation?

Woodstok2000

Did everyone else miss the flight too?

Mamitch

I was in a group of 6. I don't know how many other people missed our flight but there were lots of people at Customer Service who had also missed their flights after being told to relax in the departure lounge.

Isthisforreal99

Did the board actually say 'announced' or 'advised'. And did it really say relax? Never seen a departure board say that.

Aylesbury_Duck

Have you spoken to your insurer? What have they said?

Woodstok2000

https://forums.moneysavingexpert.com/discussion/comment/81934786#Comment_81934786

You could try your insurer, or try the airport group with your complaint.

Either way I imagine they will say that as the majority of people managed to make it to the plane on time it's not eligible for compensation.

screech_78

The board told you to relax? Really? I have never seen that.

Did all the boards crash? I’ve known one or two not be working and so I’ve walked quite a bit to find another board that is working.

If the majority made the flight, I can’t see that you have any entitlement to anything.

Vitor

Travel insurance is likely the most practical route.

Many policies cover “missed departure” due to circumstances outside your control

Woodstok2000

https://forums.moneysavingexpert.com/discussion/6661004/missed-flight-due-to-departure-gate-not-being-announced

What time did you speak to the staff member, and what time was your flight?

elsien

https://forums.moneysavingexpert.com/discussion/comment/81934860#Comment_81934860

I think they are very likely to argue that this is not circumstances outside of the OPs control, presuming that other people did manage to make their way to the correct gate at the correct time.

DeathByFluffy

https://forums.moneysavingexpert.com/discussion/comment/81934857#Comment_81934857

My local airport also says ‘relax’ as a status on the screens when a gate hasn’t been allocated.