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    • jpsartre
    • By jpsartre 22nd Jan 19, 1:32 PM
    • 3,746 Posts
    • 2,358 Thanks
    jpsartre
    Im not sure what I should do since my impression is that I would be leaving the Resolver team to deal with AirMaroc directly.
    Originally posted by cg87

    There is no "Resolver team". Resolver's just a tool that makes it easier for customers to write a complaint. There's no downside claiming yourself directly from the airline.
    • JPears
    • By JPears 22nd Jan 19, 4:37 PM
    • 4,502 Posts
    • 1,230 Thanks
    JPears
    Some airlines refuse to deal with the Resover system. Maybe AirMaroc are one of these.
    As long as you have downloaded and read Vauban's guide, the template letters in there for your use are probably better than anything generic resolver throws up.
    If you're new. read The FAQ and Vauban's Guide

    The alleged Ringleader.........
    • wertherdog
    • By wertherdog 23rd Jan 19, 5:49 PM
    • 7 Posts
    • 126 Thanks
    wertherdog
    Advice about WestJet flight Compensation
    Hello!

    I'm looking for advice please - I was scheduled to fly at 11:50am from Gatwick on 21st Jan, to Calgary with WestJet.

    Our flight was delayed until 6pm on the same day.

    Whilst at the airport, I sent a tweet to WestJet, asking the reason for the delay. They replied and told me it was a mechanical issue. (I have screenshotted my tweet and their reply.) A few people on my flight also mentioned that it was a mechanical fault - they had asked airport staff.

    I've just looked into receiving compensation for the flight, as I lost money on my bus ticket to my next destination, as well as money for a hostel, a taxi to the hostel and a new bus the next day. We arrived in Calgary over 6 hours late. On the compensation checker, I've been informed that I'm not entitled to anything as the flight was delayed due to bad weather.

    Does anybody else have any experience of this please?
    • Justice13075
    • By Justice13075 23rd Jan 19, 6:13 PM
    • 1,601 Posts
    • 543 Thanks
    Justice13075
    Put your flight details into bottonline and euclaim and see what they say
    • jpsartre
    • By jpsartre 23rd Jan 19, 8:35 PM
    • 3,746 Posts
    • 2,358 Thanks
    jpsartre
    Have you actually claimed from WestJet and have they responded? If not, that would be my first step.
    • wertherdog
    • By wertherdog 25th Jan 19, 3:33 PM
    • 7 Posts
    • 126 Thanks
    wertherdog
    Thank you so much! I'd already submitted a claim with WestJet, but still no word for them. EU Claims said they couldn't deal with my request, but bottonline said I was entitled to €600 so I've submitted my claim there too! We'll see what happens!
    • Caz3121
    • By Caz3121 25th Jan 19, 4:28 PM
    • 11,748 Posts
    • 7,666 Thanks
    Caz3121
    Thank you so much! I'd already submitted a claim with WestJet, but still no word for them. EU Claims said they couldn't deal with my request, but bottonline said I was entitled to 600 so I've submitted my claim there too! We'll see what happens!
    Originally posted by wertherdog
    the flight was only this week, I think you are a bit quick to involve a third party before you have even given the airline an opportunity to respond - you will now be giving 25%+ of your compensation
    • Walker70
    • By Walker70 29th Jan 19, 1:11 PM
    • 5 Posts
    • 0 Thanks
    Walker70
    Norwegian Air turn down claim due to drone

    Not seen any posts that would describe my position. We've had our claim rejected by Norwegian Air after staying 7 extra nights in the USA. On the day of the cancellation the Norwegian Air rep on the phone said we could claim back hotel costs and food but we would have to pay and sort ourselves. They couldn't get us on an earlier flight so we had to spend Christmas away from home and the family.
    • Tyzap
    • By Tyzap 29th Jan 19, 1:36 PM
    • 1,845 Posts
    • 793 Thanks
    Tyzap
    Norwegian Air turn down claim due to drone

    Not seen any posts that would describe my position. We've had our claim rejected by Norwegian Air after staying 7 extra nights in the USA. On the day of the cancellation the Norwegian Air rep on the phone said we could claim back hotel costs and food but we would have to pay and sort ourselves. They couldn't get us on an earlier flight so we had to spend Christmas away from home and the family.
    Originally posted by Walker70
    Hi Walker70,

    Claim for what? compensation or costs!

    If they left you stranded for a whole extra week in USA and expect you to pay for it all yourself they are very wrong.

    Something sounds wrong here so please fill in some detail.

    Good luck.
    Please read Vaubans superb guide. To find it Google and then download 'vaubans guide'.
    • jpsartre
    • By jpsartre 29th Jan 19, 1:39 PM
    • 3,746 Posts
    • 2,358 Thanks
    jpsartre
    Norwegian Air turn down claim due to drone

    Not seen any posts that would describe my position. We've had our claim rejected by Norwegian Air after staying 7 extra nights in the USA. On the day of the cancellation the Norwegian Air rep on the phone said we could claim back hotel costs and food but we would have to pay and sort ourselves. They couldn't get us on an earlier flight so we had to spend Christmas away from home and the family.
    Originally posted by Walker70

    What did you claim for, expenses or compensation? For sure you are due the former. If an airport closes down because of a drone there is normally no compensation for delays/cancellation although it sounds almost incredible that there were no reasonable steps they could have taken to get you back in less than 7 days.
    • Justice13075
    • By Justice13075 29th Jan 19, 3:34 PM
    • 1,601 Posts
    • 543 Thanks
    Justice13075
    They could have easily rerouted you from another airport.
    • Walker70
    • By Walker70 30th Jan 19, 12:13 PM
    • 5 Posts
    • 0 Thanks
    Walker70
    Thank you for all the replies so far.


    I'm only trying to claim back the costs of accommodation and food.


    We arrived at McCarran (Las Vegas) airport on Thursday 20 December to be told the flight was cancelled as Gatwick was closed due to the drone incident. They directed us to a shuttle bus which took us to an airport hotel and was put up for the night by Norwegian Air and given some food vouchers.


    The Norwegian Air website kept crashing and the phones weren't being answered. Later that night I got on the website as it was working again and re-booked the flight - the first one without paying 1000+ was after Christmas on Thursday 27 December, I was also on the phone for over an hour and eventually got a Norwegian Air representative. They looked at getting us - me and my wife - an earlier flight but there were no seats, she told us we would have to sort out our own accommodation but we would be able to claim that back and the cost of food.


    We had gone through this process in March 2018 (with Norwegian Air) when the Beast from the East meant we had to spend four extra nights in New York because the snow closed down the airport. This claim went through eventually and we got most of our money back.


    So I booked six nights in the Excalibur Hotel and Casino - this is where we had stayed - and we went back there.


    I put in a claim for the hotel cost including resort fees (which you have to pay), food, transfer back to McCarran and the extra cost of parking our car at Gatwick, this came to circa 650.


    I got an email from Norwegian Air rejecting the claim as it was outside there power, I will have to look at the email tonight to ascertain the correct wording (my pc has packed up and I'm using a tablet when not at work) so will post that tomorrow.
    • Tyzap
    • By Tyzap 30th Jan 19, 12:58 PM
    • 1,845 Posts
    • 793 Thanks
    Tyzap
    Thank you for all the replies so far.

    I'm only trying to claim back the costs of accommodation and food.

    I got an email from Norwegian Air rejecting the claim as it was outside there power,
    Originally posted by Walker70
    Hi Walker70,

    Reading between the line, it sounds like it may have suited you to stay for an extra week? there are worse places to be stranded. However, they were obliged to return you, via a competitor airline (re-routing) if necessary, well before a weeks delay. You should have been offered this option at the time.

    Regarding costs and expenses, they must pay for all you basic costs incurred during your enforced extra stay. That includes food, non alcoholic drinks, hotel accommodation and transport costs to and from the airport. The fact the cause was outside their power matters not, they are still fully responsible for these costs, plus they should have made all these arrangements for you.

    Good luck.
    Please read Vaubans superb guide. To find it Google and then download 'vaubans guide'.
    • JPears
    • By JPears 30th Jan 19, 1:00 PM
    • 4,502 Posts
    • 1,230 Thanks
    JPears
    As usual Norwegian are spinning lies and misinformation in order to save themselves money.
    You are due all costs you incurred in your food, non alcoholic drinks, accomadation and travel costs from and back to airport. This is law, Norwegian cannot get out of this. But you may need to take legal action for recovery.
    You have a right, under regualtion 261/2004 for re-routing at the expense of Norwegian at a time and route convenient to you. Even if this necessitates booking on an additional airline. (which I doubt very much they made you aware of this)
    Clearly Norwegian did NOTHING to mitigate your delay in returning home so I would say you also have a clear case for compensation under the regulation.
    Have you downloaded Vauban's superb guide?
    I would also download the actual regulation 261/2004 itself and read throough for the relevant articles that apply to you - Art. 5,7 and 8.
    If you're new. read The FAQ and Vauban's Guide

    The alleged Ringleader.........
    • Walker70
    • By Walker70 31st Jan 19, 12:52 PM
    • 5 Posts
    • 0 Thanks
    Walker70
    Thanks Tyzap and JPears


    I will just try to get the costs back first, I'll reply to them when my pc is working again (I don't have the claim reference number, it's saved in a folder). That is the main priority at the moment.


    What law can I quote to get back just the costs of the hotel, food etc ?


    If I can get that back I may go down the 'No Win No Fee' with a company later for Euro600 each - however all the previous legislation didn't deal with a 'drone' incident.


    I have downloaded the Vauban's 11 pdf guide but that seems to deal only with compensation, whereas I really want to get back the costs as soon as possible.


    I couldn't find a Vauban FAQ, if someone could provide a link that would be great - I have looked on the forum but had no luck.


    On the basis of getting stuck in Las Vegas it didn't really suit as we had already had 10 nights, we missed our nieces eighth birthday and family Christmas Day, my wife was really upset, another time of year would have been better.


    The Norwegian Air website said they would refund the fair or re-book a later flight, this was backed up when speaking to their representative on the phone, she never offered re-routing but did tell us verbally that we could claim back the costs of hotel, food etc.


    So to recap I'm just trying to get the costs back but am unsure of my rights and what legislation I could quote. Thanks again.

    • JPears
    • By JPears 31st Jan 19, 4:22 PM
    • 4,502 Posts
    • 1,230 Thanks
    JPears
    Hi. Re-routing expenses are something that have only really been investigated and encouraged by regulars on the forum more recently. Vauban's excellent guide was written many years ago, before we really got our teeth into Article 8.
    This is the relevant article of the same regulation - EC 261/2004 -
    https://eur-lex.europa.eu/legal-content/EN/TXT/HTML/?uri=CELEX:32004R0261&from=EN.
    This is the regulation/law you quote at them for expenses as well as compensation.
    Most airlines usually have 2 separate webpages/form for expenses and compensation.
    If you're new. read The FAQ and Vauban's Guide

    The alleged Ringleader.........
    • Harrison18
    • By Harrison18 7th Feb 19, 5:48 PM
    • 2 Posts
    • 0 Thanks
    Harrison18
    Eva air
    We were due to fly from Heathrow to Bangkok at 21.20 on 22 January. We eventually left 44 hours later.

    Eva Air support was abysmal. We were walking around the airport at 1am trying to find a rep to talk to but they just disappeared.

    We lost 2 days of a 14 day holiday which cost about 5,000. We missed a number of things we had planned to see.

    Eva Air have offered just over 500 each compensation.

    Grateful for any advice.
    • Westin
    • By Westin 7th Feb 19, 6:11 PM
    • 1,714 Posts
    • 1,246 Thanks
    Westin
    We were due to fly from Heathrow to Bangkok at 21.20 on 22 January. We eventually left 44 hours later.

    Eva Air support was abysmal. We were walking around the airport at 1am trying to find a rep to talk to but they just disappeared.

    We lost 2 days of a 14 day holiday which cost about 5,000. We missed a number of things we had planned to see.

    Eva Air have offered just over 500 each compensation.

    Grateful for any advice.
    Originally posted by Harrison18
    That would sound like the EU 261 compensation (600pp) you are due. Bonus that they have paid it so quickly.
    • Justice13075
    • By Justice13075 7th Feb 19, 6:58 PM
    • 1,601 Posts
    • 543 Thanks
    Justice13075
    Did they put you up in a hotel and provide all your food and drinks minus alcohol
    • Walker70
    • By Walker70 11th Feb 19, 12:56 PM
    • 5 Posts
    • 0 Thanks
    Walker70
    Norwegian Air turn down claim due to drone
    I've managed to access my email from Norwegian Air after getting my pc fixed, they quote EU Regulation 261/2004, so not sure what to do next?:

    Thank you for contacting us with your claim.

    Unfortunately, Norwegian flight DI7108 (LAS-LGW) 20.12.2018 was cancelled. This disruption was caused by extraordinary circumstances which could not have been avoided even if all reasonable measures had been taken.


    Flight disruption information

    Norwegian flight: DI7108 (LAS-LGW) 20.12.2018
    Disruption type: Cancelled
    Reason for disruption: This disruption was caused by closure of London Gatwick airport due to drone activity.

    Unfortunately, we're unable to cover the expenses claimed as we're not liable for such costs. For information regarding the legal basis for the reimbursement of financial losses in the event of a flight disruption, please see below*.

    We apologise for the inconvenience caused on this occasion and hope to have the opportunity to welcome you on board a Norwegian flight when you next choose to travel.

    Kind regards,

    The Customer Relations Team

    * Legal basis for the outcome of flight disruption claims

    In the event of a flight disruption, we will always provide assistance (e.g. overnight accommodation, meals, telephone calls, transport) according to EU Regulation 261/2004. In the event that a passenger incurs such costs during a disruption, we will reimburse within reasonable limits if the expense was deemed necessary and an itemised receipt can be provided. We will not reimburse such costs if the passenger did not allow us the opportunity to provide this type of assistance, or if the costs were incurred following a missed onward flight with Norwegian in a separate booking, or if the alternatives available to the passenger were not suitable. We're also unable to refund the cost of our ticket if the passenger travelled on the disrupted flight. A refund of the Norwegian ticket will only be provided if the flight is cancelled or delayed by 5 hours or more and the passenger chose not to travel. If the passenger is entitled to a refund of a new ticket (with Norwegian, or another carrier), we will only refund the cost of the new ticket, or the difference between the new ticket and the Norwegian ticket if the Norwegian ticket has been refunded.

    Any consequential losses incurred as a result of the disruption will only be reimbursed if the reason for the disruption is within our control. If we do not consider that adequate measures have been taken by the passenger to ensure that they will reach pre-booked arrangements (e.g. connecting transport, accommodation, events etc.) we will not cover these costs even if the disruption is within our control. Likewise, we're unable to cover consequential losses that cannot be documented, expenses that the passenger would have incurred even if the flight had not been disrupted, or unnecessary legal representation for the submission of such claims. According to the Montreal Convention and the decision made by the Norwegian National Enforcement Body in case 1222/2016, the passenger is not entitled to reimbursement of consequential losses if all reasonable measures were taken by the airline to avoid the technical difficulties that caused the flight disruption. According to EU Regulation 261/2004 Article 12, extra costs not directly associated with the provision of assistance outlined in this regulation may be deducted from standard compensation. For more information regarding your rights, visit Norwegian rights link.

    The outcome of this claim is based on the confirmed reason for the disruption of the flight/flights in question and can be used for insurance purposes if necessary.

    If you are not happy with the outcome, you can refer your complaint to AviationADR. This is a free to use service approved by the UK Civil Aviation Authority to provide dispute resolution services and an independent view of your complaint under the Alternative Dispute Resolution (ADR) for Consumer Disputes (Competent Authorities and Information) Regulations 2015. You will need to refer your case to them within 12 months of receiving this correspondence.

    You can submit your case to: aviation link. Alternatively, your case can be addressed to: AviationADR by email or post (email: aviation email, post: AviationADR, 12 14 Walker Avenue, Stratford Office Village, Wolverton Mill, Milton Keynes MK12 5TW UK).

    We are also required to inform that an Online Dispute Resolution (ODR) platform has been set up by the European Commission providing access to alternative dispute resolution. We are currently not subscribed to the ODR platform and any complaints or claims submitted here will not reach us.



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