New Post Advanced Search

Flight delay and Compensation - VUELING Only

edited 30 November -1 at 1:00AM in Flight Delay Compensation
8 replies 2.9K views
froggfrogg Forumite
25 posts
edited 30 November -1 at 1:00AM in Flight Delay Compensation
I couldn't find a thread active for Vueling, so I've created one here - hopefully it isn't a duplicate and I missed something.

Anyhow, I claimed against Vueling for a flight last year on the 2nd July BCN-LGW - no answer from them, so using the Resolver website finally got through to AESA - the Spanish authority.

After some too-ing and fro-ing, AESA have ruled in my favour and said that Veuling should compensate me for the delay.

Problem is that Vueling have ignored this ruling too (I received notification on May 20th, so they have had ample time to pay).

I sent a mail to them to ask where the money was - but got back an automated reply saying that I can only send info via their website - which is impossible to be able to do as they just have forms to fill, with no space for commentary.

I called them and they said they had no knowledge of the booking reference and couldn't help me (I have the email with the original booking)

Its clear that they are using every trick in the book to withhold payment, so I'm on this forum looking for advice as to finally get through to them. It has actually annoyed me so much that I would take them to court if I had to.....

Replies

  • Flight from AMS to LTN on 22 June 2019 departing 7pm was cancelled (Flight #VY8406).

    I was then automatically booked on the next available flight which departed AMS to BCN on 23 June 2019 at 10:15 (Flight #VY8301), a connection time of 4H55M then a flight from BCN to LGW at 17:25 (Flight #VY7824). This resulted in me reaching London from Amsterdam almost 24 hours after my original booked flight. Airport staff at AMS had no hotel rooms available so we had to make our own accomodation and transport arrangements, I was told this will be compensated up to 150 EUR per night.

    I booked a hotel which cost EUR 139.49 for the night, plus an additional EUR 11 for transportation back to the city from the airport and then back again the following morning, totalling EUR150.49 for both hotel and transport from accomodation for the night. I have also eaten two meals at the airport, one breakfast in AMS at EUR 14.60 and one lunch in BCN at EUR 14.50, which I will be claiming as a consequential expense due to the delay. So a total of EUR 179.59 to be claimed in expenses for the extra night, transportation and meals to be claimed. Plus in accordance with EU 261/2004 regulations this should also mean a compensation of EUR 250 is due to be paid.

    I plan to submit the expenses and claim through the resolver process for the full amount of 250 + 179.59 = EUR 429.59 along with receipts for each expense along with card statement showing each one. The reason given for the cancellation of the flight was "operational reasons", since no other flights were cancelled and no air traffic control or weather related issues as far as I am aware, this one is likely to fall in the category where compensation is due to be paid.

    I guess my question is whether I may have missed anything out, or if I need to be made aware of anything in regards to what I mentioned above before going ahead with the claim. Would be grateful for some feedback from anybody experienced in this procedure.

    TIA
  • edited 25 June 2019 at 10:10AM
    JPearsJPears Forumite
    4.9K posts
    Ninth Anniversary 1,000 Posts Combo Breaker
    ✭✭✭✭
    edited 25 June 2019 at 10:10AM
    Why bother with resolver, just use the forms which should be on the website for submitting such claims.
    There is no actual limit on expenses, the £150 stated by Vueling is their own. The regulation does not put an absolute figure in place.
    If you're new. read The FAQ and Vauban's Guide

    The alleged Ringleader.........
  • TyzapTyzap Forumite
    2.1K posts
    Sixth Anniversary Combo Breaker
    ✭✭✭✭
    Milky_Way wrote: »
    Flight from AMS to LTN on 22 June 2019 departing 7pm was cancelled (Flight #VY8406).

    I was then automatically booked on the next available flight which departed AMS to BCN on 23 June 2019 at 10:15 (Flight #VY8301), a connection time of 4H55M then a flight from BCN to LGW at 17:25 (Flight #VY7824). This resulted in me reaching London from Amsterdam almost 24 hours after my original booked flight. Airport staff at AMS had no hotel rooms available so we had to make our own accomodation and transport arrangements, I was told this will be compensated up to 150 EUR per night.

    I booked a hotel which cost EUR 139.49 for the night, plus an additional EUR 11 for transportation back to the city from the airport and then back again the following morning, totalling EUR150.49 for both hotel and transport from accomodation for the night. I have also eaten two meals at the airport, one breakfast in AMS at EUR 14.60 and one lunch in BCN at EUR 14.50, which I will be claiming as a consequential expense due to the delay. So a total of EUR 179.59 to be claimed in expenses for the extra night, transportation and meals to be claimed. Plus in accordance with EU 261/2004 regulations this should also mean a compensation of EUR 250 is due to be paid.

    I plan to submit the expenses and claim through the resolver process for the full amount of 250 + 179.59 = EUR 429.59 along with receipts for each expense along with card statement showing each one. The reason given for the cancellation of the flight was "operational reasons", since no other flights were cancelled and no air traffic control or weather related issues as far as I am aware, this one is likely to fall in the category where compensation is due to be paid.

    I guess my question is whether I may have missed anything out, or if I need to be made aware of anything in regards to what I mentioned above before going ahead with the claim. Would be grateful for some feedback from anybody experienced in this procedure.

    TIA

    Hi,

    No, I think you have covered everything.

    Personally, I would always claim directly via the airlines website, if that facility is available, which it should be.

    Not all airlines respond to EU261 claims for compensation via Resolver.

    Please keep us up-to-date along the way, whichever process you decide to use.

    Good luck.
    Please read Vaubans superb guide. To find it Google and then download 'vaubans guide'.
  • edited 25 June 2019 at 4:29PM
    Milky_WayMilky_Way Forumite
    3 posts
    edited 25 June 2019 at 4:29PM
    Hi,

    Thank you both for the feedback. I've attempted to go ahead and submit the claim through Vueling's website, however I kept getting an error to the effect of: "The claim could not be sent, please try again later". I've called Vueling customer support who acknowledge the errors on their website and suggested I send a screenshot of this to be sent to their customer support page on the website. I have reported this error through the website (although there was no option to send a screenshot), and have posted publicly on their social media pages, where I noticed that others too were also reporting the same issue.

    I also forgot to mention that I'll be adding a further £9.70 to the claim as I had to purchase an additional train ticket to get home from LGW the following day, and for my original pre-booked transportation from LTN to home as this could no longer be used. The original flight was due to land at LTN but the re-routed flight landed at LGW a day later.

    I will update with further progress or follow up if no response in 48 hours.
  • I'd be interested to know how you got on with this, as I am having similar issues with Vueling. They seem to be very skilled at avoiding any sort of accountability
  • edited 23 July 2019 at 11:53AM
    Milky_WayMilky_Way Forumite
    3 posts
    edited 23 July 2019 at 11:53AM
    Sorry for not keeping up to date on this, but I'm glad to report back to say that pretty much everything has been reimbursed, a breakdown of the timeline of events below:

    - 28th June: Eventually gave up on waiting for a response via their e-mail system and contacted their customer service number, got through to a person within 5 minutes and explained that I wasn't able to submit my claim through their site. Their system combines first and any middle names into one name (i.e. John James Smith would come up on their system as Johnjames Smith) so my name wasn't being recognised by their claims system. They tweaked this while I was on the phone and after ending the call I was able to then submit my claim right away.

    - 2nd July: Got a response back to my claim with a link to submit my bank account details, they required an IBAN (International bank account) number.

    - 11th July: Received 250 Euros delay compensation payment.

    - 15th July: Received payment for all expenses prior to arriving at Gatwick (accomodation, 2 meals, transport)

    Only thing I haven't yet received is the £9.70 train ticket from Gatwick as my original flight was intended to land in LTN but the rerouted flight landed at LGW. I've responded to the claim to point this out and am yet to hear back.

    Thanks
  • TyzapTyzap Forumite
    2.1K posts
    Sixth Anniversary Combo Breaker
    ✭✭✭✭
    Great result Milky_Way,

    Persistence pays off once again.

    Well done:beer:
    Please read Vaubans superb guide. To find it Google and then download 'vaubans guide'.
  • Hello experts,

    I was wondering if you could advise me on the following:
    I booked 2 flights under 2 seperate reservations for 2nd Sept. 2019
    Flight 1 from Malaga to Barcelona dep 14:30, arr 16:00 with Vueling
    Flight 2 from Barcelona to Brussels dep. 18:00, arr 20:00 with Ryanair.
    Unable to check in online I went to the desk and was informed I had been bumped off due to overbooking.
    The alternative later flight to Barcelona would have left me stranded there and I needed.to be in Brussels by the evening of 2nd. I explained the situation to Customer Services at the airport but they were unhelpful.
    Did a search on Skyscanner and decided to buy the only direct flight it showed from Malaga to Brussels at a cost of €285. I know I am entitled to €250 compensation and a refund for the unused ticket but I later found out that there was a direct flight from Malaga to Brussels operated by Vueling at 17:40 with 6 unoccupied seats and I was not offered or made aware of this.
    My question is, are there any grounds for additional compensation beyond the €250 and the flight refund given that I missed a connection, had to buy a brand new ticket and was not offered the possibility of flying to my final destination with the airline at fault?
    Thank you
Sign In or Register to comment.

Quick links

Essential Money | Who & Where are you? | Work & Benefits | Household and travel | Shopping & Freebies | About MSE | The MoneySavers Arms | Covid-19 & Coronavirus Support