Your browser isn't supported
It looks like you're using an old web browser. To get the most out of the site and to ensure guides display correctly, we suggest upgrading your browser now. Download the latest:

Welcome to the MSE Forums

We're home to a fantastic community of MoneySavers but anyone can post. Please exercise caution & report spam, illegal, offensive or libellous posts/messages: click "report" or email forumteam@.

Search
Page 46
    • Harrison18
    • By Harrison18 7th Feb 19, 4:48 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, 5:11 PM
    • 1,774 Posts
    • 1,300 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, 5:58 PM
    • 1,647 Posts
    • 555 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, 11:56 AM
    • 6 Posts
    • 1 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.



    • Tyzap
    • By Tyzap 11th Feb 19, 2:59 PM
    • 1,902 Posts
    • 814 Thanks
    Tyzap
    Hi Walker70,

    Over the expenses claim, they seem to have immediately contradict themselves. Firstly refusing your claim, then stating...

    "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".

    The law (EU261) says they must pay all reasonable, but essential expenses incurred while waiting for them to get you home.

    The fact they did nothing to get you home earlier is their problem, they didn't help or make any arrangements for you, and so they must pay the costs you incurred.

    I suspect the flight leaving LGW to pick you up may have been cancelled due to the airport closure and you were possibly delayed as a knock on of that. As I believe it is only a weekly flight, that also feeds into the length of the delay and the lack of any alternative arrangement made by them.

    I'm sure that if the flight out to you had arrived as scheduled they would have then departed back to LGW as scheduled, sorting out where to land once they approached the UK.

    It looks like you best way forwards now will be via AviationADR for your expense and compensation claim (if you decide to claim for it)

    Good luck.
    Please read Vaubans superb guide. To find it Google and then download 'vaubans guide'.
    • Harrison18
    • By Harrison18 12th Feb 19, 9:46 AM
    • 2 Posts
    • 0 Thanks
    Harrison18
    Yes, they did put us up in a hotel but provided nothing at the airport.

    The worst part was the lack of information and representation from Eva Air. On the first night we should have departed at 21.20 and were eventually told we would be staying in a hotel overnight and to go to baggage reclaim.

    They then disappeared and we were wandering around Heathrow at midnight trying to find someone. Eventually we asked a security guard who said he saw some buses waiting and pointed us in the direction.

    We got to our room (we were one of the first) at 3am. Similar pattern the next day, we sat on the aircraft for 2 hours and then told to leave as the crews' flying hours had expired.
    • Walker70
    • By Walker70 14th Feb 19, 11:46 AM
    • 6 Posts
    • 1 Thanks
    Walker70
    Norwegian Air turn down claim due to drone
    Many thanks Tyzap


    I have sent an email mirroring what you highlighted and they have come back and asked for clarification of the US Norwegian Air number I called.


    I feel quite relaxed that we will get a positive outcome on most of our expenses (accommodation and food) which was not extensive.


    Fingers crossed, I will update as and when, thanks again to you and the other contributors on this board.
    • Jolgier
    • By Jolgier 20th Feb 19, 4:07 AM
    • 1 Posts
    • 0 Thanks
    Jolgier
    AirAsia cancellation
    So me and my girlfriend had booked a flight from Auckland to Kuala Lumpur via Gold coast with AirAsia.

    Everything was fine until we came to check into our flight for the next day. We were told then that the route had been discontinued and was no longer operating.

    Obviously this came as a shock to us.

    This would have been fine had they let us know as we could have bought new flights. However we had received no notice whatsoever from them that the flight had been cancelled.
    We are currently trying to speak to someone to get this issue resolved but all we get is the usual fobbing off and promises to be contacted which then fall through.

    Basically since it was outside the EU we dont seem to have any legal standing but I thought I would check here to see if anyone has any advice

    Thanks for any replies.

    Jamie
    • Justice13075
    • By Justice13075 20th Feb 19, 9:53 AM
    • 1,647 Posts
    • 555 Thanks
    Justice13075
    You are correct outside the EU. You could check with the Australian equivalent of the CAA.
    • Tommo99
    • By Tommo99 23rd Feb 19, 9:50 PM
    • 18 Posts
    • 1 Thanks
    Tommo99
    Air Europa Delay
    Hi all,

    We had an Air Europa flight from Madrid to Quito delayed last summer (more than six hours; about eight). There was a problem with our aircraft and we had to wait for a replacement. I tried to seek compensation through Resolver, but the airline gave me a vague and generic apology and then have flat out ignored me since. I can't escalate it any further on resolver.

    What do you think I am best doing next?
    • JPears
    • By JPears 24th Feb 19, 8:33 AM
    • 4,583 Posts
    • 1,252 Thanks
    JPears
    Hi. Resolver is just a letter writing exercise, no more.
    Your next step is to download Vaubans most excellent guide on how to make your claim.
    If you're new. read The FAQ and Vauban's Guide

    The alleged Ringleader.........
    • Tommo99
    • By Tommo99 25th Feb 19, 1:09 PM
    • 18 Posts
    • 1 Thanks
    Tommo99
    Great, thank you. Looks like a Letter Before Action is next! I'll give it a go.
    • Walker70
    • By Walker70 4th Mar 19, 11:48 AM
    • 6 Posts
    • 1 Thanks
    Walker70
    Norwegian Air turn down claim due to drone
    Great news, we have received our claim in full for hotel accommodation and food.


    The money has been paid directly into our bank account.


    Thanks to Tyzap and all other contributors.
    • mike newland
    • By mike newland 5th Mar 19, 2:06 PM
    • 1 Posts
    • 0 Thanks
    mike newland
    Flight delay KLM
    Good afternoon all, looking for some feedback if possible. Ill try and keep it short and simple
    booked flights for 2 people from birmingham to lusaka, zambia. The journey consisted of 3 flights.
    flight 1 birmingham - amsterdam, flight 2 amsterdam - nairobi, flight 3 nairobi to lusaka. easy !
    flight 1 delayed by 30 mins meant connecting flight in amsterdam missed, 24 hour delay in amsterdam, accomodation given. Basically arrived at final destination 24 hours late.
    Openjed a case file with KLM to claim compensation.

    Told that missing checked in passenger on incoming flight meant arrival was late, therefore caused outgoing flight to be late. Not exceptional circumstances in my book as it was their choice??
    Told to go away basically.
    Went to CAA who advised it must go through dispute resolution which case has now been filed
    Dispute resolution today come back and tell me that becuse the initial flight was only 30 mins delayed and that we were re accomodated within 24 hours that this is in line with ec261. however they will continue to investigate.
    The delay compensation is supposedly based on final destination delay according to the ec261 directive. See below



    Flight delay is based on the scheduled arrival time. This is defined as when the doors are opened on the plane and not when it lands (as some airlines may claim).
    In case of an arrival delay of more than 3 hours, passengers are entitled to cash compensation, unless the delay is caused by extraordinary circumstances.
    In October 2017, a EU court of appeal confirmed the UK's CAA's interpretation that the final destination must be included in the total delay. This means that, if the passenger misses a connection outside the EU and ends up with a delay longer than the times indicated above, even if the delay on the flight leaving the EU was inferior to the aforementioned times, the total delay will be used and not only the delay on leaving the EU.




    Has anybody been through this with any success? Beginning to feel that the dispute resolution is somehow not as independant as you may think. They are a ltd company, non statutory, funded by the aviation industry but supposedly impartial ???


    Any advice or tips would be appreciated
    • peter_333
    • By peter_333 5th Mar 19, 4:46 PM
    • 87 Posts
    • 23 Thanks
    peter_333
    Any advice or tips would be appreciated
    Originally posted by mike newland
    I have not been through this specific situation, but from everything you say, I believe you are absolutely entitled to compensation. As long as the flights were all booked on the same ticket, then the airline are responsible for the entirety of the trip and the total delay to your final destination is the figure used to determine compensation.

    Of course, if flight 1 and flight 2 were on different tickets, that's another story altogether.

    Continue with the disputes resolution, calmly and clearly pointing out the various justifications for your belief that you are entitled to compensation. Remember that failure with the disputes resolution does not prohibit you filing a money claim through the courts.
    • JPears
    • By JPears 6th Mar 19, 8:00 AM
    • 4,583 Posts
    • 1,252 Thanks
    JPears
    It is more than likely both your flights were with KLM on one ticket?
    The legal case in your favour is Gahan Vs Emirates which essentially confirmed that it is the final destination on the tickert that counts for both the delay timing and the distance covered.
    An ADR can take a long time to go through. Court can be quicker but involves a lot more effort. The ADR process can be useful practice for this journey if it becomes necessary.
    If you're new. read The FAQ and Vauban's Guide

    The alleged Ringleader.........
    • Disappointed37
    • By Disappointed37 13th Mar 19, 8:20 PM
    • 8 Posts
    • 0 Thanks
    Disappointed37
    Flight delay compensation - are deductions allowed?
    I had a cancelled flight with SAS on 24th December 2018.


    I went through their online compensation form & was awarded 250 euros. I received an email stating the amount I would receive into my account in GBP but on receipt it was 7GBP short; it was sent from an UK bank account so there was no charge in the UK.


    I have tried contacting SAS but they keep saying to contact my bank in the UK & they say they were no fees from their end.


    Should deductions be taken from my compensation when the amount is not what was stated in the confirmation email?
    • Caz3121
    • By Caz3121 14th Mar 19, 8:53 AM
    • 11,919 Posts
    • 7,788 Thanks
    Caz3121
    exchange rate changes? €250 could be anything between 213 and 221 in the last month alone.
    Have a look at the exchange rates on date of payment and it should still be €250
    • Disappointed37
    • By Disappointed37 15th Mar 19, 6:56 PM
    • 8 Posts
    • 0 Thanks
    Disappointed37
    Hi Caz3121!


    They had already done the exchange rate so I should have got just under 220 GBP, but there was an extra 7 GBP missing from the sum in the confirmation email when it reached my bank account...


    Any ideas as to why this money is missing & are they allowed to deduct extra fees from my compensation?


    Thanks in advance.
    • jpsartre
    • By jpsartre 15th Mar 19, 9:26 PM
    • 3,876 Posts
    • 2,408 Thanks
    jpsartre
    are they allowed to deduct extra fees from my compensation?
    Originally posted by Disappointed37

    They're not and they don't IME. I've claimed EU compensation from SAS more times than from any other airline and they're always paid up without hassles.
Welcome to our new Forum!

Our aim is to save you money quickly and easily. We hope you like it!

Forum Team Contact us

Live Stats

49Posts Today

891Users online

Martin's Twitter
  • Have a great Easter, or a chag sameach to those like me attending Passover seder tomorrow. I?m taking all of next? https://t.co/qrAFTIpqWl

  • RT @rowlyc1980: A whopping 18 days off work for only 9 days leave! I?ll have a bit of that please......thanks @MartinSLewis for your crafty?

  • RT @dinokyp: That feeling when you realise that you have 18 days of work and only used 9 days of your annual leave! Thanks @MartinSLewis h?

  • Follow Martin