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  • FIRST POST
    • frogg
    • By frogg 13th Jun 19, 6:28 PM
    • 25Posts
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    frogg
    Flight delay and Compensation - VUELING Only
    • #1
    • 13th Jun 19, 6:28 PM
    Flight delay and Compensation - VUELING Only 13th Jun 19 at 6:28 PM
    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.....
Page 1
    • Milky_Way
    • By Milky_Way 24th Jun 19, 11:19 PM
    • 3 Posts
    • 0 Thanks
    Milky_Way
    • #2
    • 24th Jun 19, 11:19 PM
    • #2
    • 24th Jun 19, 11:19 PM
    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
    • JPears
    • By JPears 25th Jun 19, 7:54 AM
    • 4,692 Posts
    • 1,275 Thanks
    JPears
    • #3
    • 25th Jun 19, 7:54 AM
    • #3
    • 25th Jun 19, 7:54 AM
    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.
    Last edited by JPears; 25-06-2019 at 9:10 AM.
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    • Tyzap
    • By Tyzap 25th Jun 19, 8:05 AM
    • 2,051 Posts
    • 875 Thanks
    Tyzap
    • #4
    • 25th Jun 19, 8:05 AM
    • #4
    • 25th Jun 19, 8:05 AM
    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
    Originally posted by Milky_Way
    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'.
    • Milky_Way
    • By Milky_Way 25th Jun 19, 3:22 PM
    • 3 Posts
    • 0 Thanks
    Milky_Way
    • #5
    • 25th Jun 19, 3:22 PM
    • #5
    • 25th Jun 19, 3:22 PM
    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.
    Last edited by Milky_Way; 25-06-2019 at 3:29 PM.
    • chorltonian
    • By chorltonian 17th Jul 19, 2:14 PM
    • 9 Posts
    • 2 Thanks
    chorltonian
    • #6
    • 17th Jul 19, 2:14 PM
    • #6
    • 17th Jul 19, 2:14 PM
    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
    • Milky_Way
    • By Milky_Way 23rd Jul 19, 10:50 AM
    • 3 Posts
    • 0 Thanks
    Milky_Way
    • #7
    • 23rd Jul 19, 10:50 AM
    • #7
    • 23rd Jul 19, 10:50 AM
    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
    Last edited by Milky_Way; 23-07-2019 at 10:53 AM.
    • Tyzap
    • By Tyzap 23rd Jul 19, 1:21 PM
    • 2,051 Posts
    • 875 Thanks
    Tyzap
    • #8
    • 23rd Jul 19, 1:21 PM
    • #8
    • 23rd Jul 19, 1:21 PM
    Great result Milky_Way,

    Persistence pays off once again.

    Well done
    Please read Vaubans superb guide. To find it Google and then download 'vaubans guide'.
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