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 33
    • JPears
    • By JPears 18th Sep 17, 11:32 PM
    • 3,776 Posts
    • 1,045 Thanks
    JPears
    bumped to tidy board
    If you're new. read The FAQ and Vauban's Guide

    The alleged Ringleader.........
    • bob_a_builder
    • By bob_a_builder 21st Sep 17, 4:33 PM
    • 1,581 Posts
    • 762 Thanks
    bob_a_builder
    Was caught up in the delays in Oslo with SAS on the 14th Sept ..

    Where the airline preemptively canceled flights ...
    "In order to avoid that SAS customers become stranded during an eventual strike, SAS takes precautions and cancels about 100 flights tomorrow until 2 pm, Thursday September 14th."

    so no actual industrial action yet ?


    But from [[ THIS ]] link we can see that they did offer meals and overnight accommodation etc indicating that they accept the flight delay is their issue ?
    i.e.
    "As a SAS customer, we can offer you the following, according to the applicable regulations
    Overnight accommodation ....
    etc etc

    But later go on to say
    "Will SAS pay me EU261-2004 monetary compensation if I am delayed?
    EU 261/2004 compensation for cancelled/delayed flights will not be paid since this is considered an extraordinary circumstance."


    I have lodged a claim, prior to finding the linked article, but not heard anything yet
    The EUclaim site indicates I do have a case
    (but expect that is just based on delay times rather than any specifics of the case)

    Since they cancelled the flights before any strike, is that still an "industrial action" case ?
    Last edited by bob_a_builder; 22-09-2017 at 9:24 AM.
    • JPears
    • By JPears 21st Sep 17, 4:45 PM
    • 3,776 Posts
    • 1,045 Thanks
    JPears
    Who was on strike? SAS staff or airport staff?
    If you're new. read The FAQ and Vauban's Guide

    The alleged Ringleader.........
    • bob_a_builder
    • By bob_a_builder 21st Sep 17, 4:48 PM
    • 1,581 Posts
    • 762 Thanks
    bob_a_builder
    Technically no-one at the time ...

    "Although SAS and its Norwegian pilot union are engaging in last minute negations, the airline has proactively canceled more than 100 flights scheduled for Thursday morning/early afternoon and released rebooking guidelines."
    • JPears
    • By JPears 21st Sep 17, 4:54 PM
    • 3,776 Posts
    • 1,045 Thanks
    JPears
    Checked, looks like it was pilots. If so, you are due compensation. Strike and their decision to cancel, with less than 2 weeks notice, is NOT and EC.
    If you're new. read The FAQ and Vauban's Guide

    The alleged Ringleader.........
    • bob_a_builder
    • By bob_a_builder 21st Sep 17, 5:00 PM
    • 1,581 Posts
    • 762 Thanks
    bob_a_builder
    OK - Thanks, well, I'll sit back an await their response, but given their(SAS) claim that it is an EC in the linked article I imagine they are going to reject.
    • JPears
    • By JPears 21st Sep 17, 8:15 PM
    • 3,776 Posts
    • 1,045 Thanks
    JPears
    They can claim and reject all they like.
    a) They choes to cancel your flight. That's an operational decision, not an EC.
    b) Pilots are their employees, so thats not an EC.
    Start reading up on Vauban's most informative guide. If SAS don't have an address in the UK, then start reaqding Dr Watson's excellent guide on the Euro Small claims process - ESCP
    If you're new. read The FAQ and Vauban's Guide

    The alleged Ringleader.........
    • bob_a_builder
    • By bob_a_builder 22nd Sep 17, 3:22 PM
    • 1,581 Posts
    • 762 Thanks
    bob_a_builder
    As expected they rejected main claim but offer to pay for food etc...

    "I understand your request for compensation, however, an accordance with EU261/2004 compensation is not payable. Flight irregularities caused as a result of strike action are considered extraordinary circumstances."

    There was no strike action at the point of cancellation

    They also made no mention of a ADR route, although reading reading the MSE site on Ombudsuman HERE implies they have one and should have informed me of it

    So I think my 1st push back should be to question their case for EC on points you made and also ask about their ADR procedure ?

    After that, any preference for MCOL or ESCP route ?
    or (from MSE site)
    ARN (or National Board for Consumer Disputes) !!!8211; Scandinavian Airline SAS. You can submit your complaint here. There's no fee if your claim's unsuccessful. This scheme's decisions are not legally binding on the airline, but it says 80% of businesses follow its rulings
    [HERE]



    EDIT : It seems that ARN only covers for goods bought online !

    EDIT2 : Seems it was a bad /wrong link on MSE pages : now found right ARN details on SAS site :

    "If for any reason you are unhappy with our final response to your complaint, you can refer your complaint to any of the approved Alternative Dispute Resolution providers established within the Member States of the European Union. An Online Dispute Resolution platform has been set up by the European Commission: http://ec.europa.eu/consumers/odr/ which provides easy access to alternative dispute resolution (ADR).

    Although SAS is not signed up to any ADR body, SAS adheres by the decisions of the ADR bodies approved by the Member States.

    You can also refer your complaint to Allmänna Reklamationsnämnden (!!!8220;ARN!!!8221;), Box 174, SE-101 23 Stockholm, Sweden who are approved by an EU Competent Authority to provide an independent review of complaints and dispute resolution services. You will need to refer your complaint within 12 months after our final response.
    ARN can be contacted on:
    Allmänna Reklamationsnämnden
    Box 174, SE-101 23 Stockholm, Sweden
    Opening hours: 9-12, 13-15
    www.arn.se
    Last edited by bob_a_builder; 22-09-2017 at 4:07 PM.
    • Rowan2510
    • By Rowan2510 6th Oct 17, 8:38 AM
    • 4 Posts
    • 0 Thanks
    Rowan2510
    Finnair Flight Delay Compensation
    I booked a return ticket from Manchester to Bangkok via Helsinki with Finnair in January.
    The return flight was delayed in Bangkok and returned to Helsinki 1 hour 28 minutes late which meant I missed my connecting flight to Manchester which would have arrived at 17.00pm.
    I got diverted from Helsinki with a different airline Lufthansa to Frankfurt and then a flight from Frankfurt to Manchester which meant I arrived at my final destination at 22.25pm, 5 1/2 hours later than originally scheduled.
    Finnair has admitted that the fuel tank 1 main pump showed an indication fault on departure from Helsinki and that the defected part was replaced, however upon my complaint about the delay they have said that no standard compensation will be paid.
    Is this right as this does not seem to be extraordinary circumstances?
    • Tyzap
    • By Tyzap 6th Oct 17, 11:53 AM
    • 1,444 Posts
    • 656 Thanks
    Tyzap
    I booked a return ticket from Manchester to Bangkok via Helsinki with Finnair in January.
    The return flight was delayed in Bangkok and returned to Helsinki 1 hour 28 minutes late which meant I missed my connecting flight to Manchester which would have arrived at 17.00pm.
    I got diverted from Helsinki with a different airline Lufthansa to Frankfurt and then a flight from Frankfurt to Manchester which meant I arrived at my final destination at 22.25pm, 5 1/2 hours later than originally scheduled.
    Finnair has admitted that the fuel tank 1 main pump showed an indication fault on departure from Helsinki and that the defected part was replaced, however upon my complaint about the delay they have said that no standard compensation will be paid.
    Is this right as this does not seem to be extraordinary circumstances?
    Originally posted by Rowan2510
    Hi Rowan2510,

    Thanks for reposting.

    I don't believe this is right, it was caused by an ordinary technical fault which is not an EC. According to the EC261/2004 regulations you are due compensation.

    Did Finnair give you a reason for declining your claim or just refused to pay it?

    Good luck.
    Please read Vaubans superb guide. To find it Google and then download 'vaubans guide'.
    • Rowan2510
    • By Rowan2510 6th Oct 17, 3:18 PM
    • 4 Posts
    • 0 Thanks
    Rowan2510
    Their response is:

    "Finnair flight AY0090 on the 10th of January 2017 delayed on arrival to Helsinki for 1 hour and 28 minutes. The fuel tank 1 main pump showed an indication fault on departure from Helsinki. The defected part was replaced. The aircraft manufacturer is now investigating the part.

    In this case no standard compensation will be paid."
    • legal magpie
    • By legal magpie 6th Oct 17, 3:50 PM
    • 889 Posts
    • 391 Thanks
    legal magpie
    This is the connecting flight issue which, I believe is going through the courts. Current thinking is that if you book both flights on one ticket with the same airline it is the total delay that counts.
    There is a link here
    https://www.flightright.co.uk/your-rights/connecting-flights
    Last edited by legal magpie; 06-10-2017 at 3:53 PM.
    • Rowan2510
    • By Rowan2510 6th Oct 17, 4:21 PM
    • 4 Posts
    • 0 Thanks
    Rowan2510
    Finnair Flight Delay Compensation
    Thanks for the information.

    Yes the flights were all booked on one ticket and this is what i believe that it is the total delay once you reach your final destination which was 5 1/2 hours in total.
    • Tyzap
    • By Tyzap 6th Oct 17, 5:07 PM
    • 1,444 Posts
    • 656 Thanks
    Tyzap
    Their response is:

    "Finnair flight AY0090 on the 10th of January 2017 delayed on arrival to Helsinki for 1 hour and 28 minutes. The fuel tank 1 main pump showed an indication fault on departure from Helsinki. The defected part was replaced. The aircraft manufacturer is now investigating the part.

    In this case no standard compensation will be paid."
    Originally posted by Rowan2510
    They can dress it up any way they like, but it's still not an EC. Parts wearing out or breaking before expected is an inherent part of running an airline. It happens regularly.

    For it to be an EC the maker of the part must establish that a fault or weakness was mistakenly built into those parts, resulting in an urgent part recall. This would normally require the grounding of all aircraft with those parts already fitted or an urgent replacement program. This would be very unusual and only happens occasionally. For example, the batteries on the Boeing 787.

    Good luck.
    Please read Vaubans superb guide. To find it Google and then download 'vaubans guide'.
    • tonydata
    • By tonydata 10th Oct 17, 1:15 PM
    • 8 Posts
    • 0 Thanks
    tonydata
    Enter Air 455 - ENT455 - Gatwick > Heraklion
    Hi all,

    Got heavily delayed on this flight at the end of August (29th) scheduled for 10am take off, left at 16.45pm! I've done my research, written my letter, included copies of boarding passes and calculations for compensation etc... The issue was technical, they had to fly a whole new plane over from Poland! Overall it was a horrible experience, two kids in tow, up at 5am, arrived at hotel at midnight, instead of about 16.00pm, totally impacted the following day or two... absolute pants!

    The company only deals with compensation via letter, won't even respond to me via email to even acknowledge receipt of my letter, just keep sending generic "Compensation" standard response.

    They say they take complaints seriously and respond within 28 days, it's been longer than that now since I sent them the complaint, I've not not heard anything.

    Any advice on next steps? Anyone also going through the same process? I was thinking I may resend the letter again before progressing through the normal process...

    Thought I'd document my experience here for anyone else having similar issues.

    Any thoughts greatly received
    • Karenmaybin
    • By Karenmaybin 11th Oct 17, 2:42 PM
    • 1 Posts
    • 0 Thanks
    Karenmaybin
    SATA Azores Airlines
    I've submitted a claim using the template and have had an automated response to the effect it may take some time to review claim but no timeframe is given.
    In the template letter it said 14 days so I've emailed again now with their reference number asking for a time frame. What is a reasonable period for them to review my claim?
    If they reject it can I take the matter to the CAA.
    We were delayed 15 hours Lisbon to Toronto.
    Thanks.
    • JPears
    • By JPears 11th Oct 17, 3:28 PM
    • 3,776 Posts
    • 1,045 Thanks
    JPears
    If they have not had they decency to give a time frame then you keep to yours. Their reply is a generic in the hope you will forget/go away.
    Send another letter stating it is an NBA which allows you to escalate to a small claims in court, probably via ESCP.
    CAA pointless as not a UK airline and not leaving the UK.
    SATA possibly, but unlikely, signed up to an ADR?
    If you're new. read The FAQ and Vauban's Guide

    The alleged Ringleader.........
    • Tinks19700
    • By Tinks19700 20th Oct 17, 3:37 PM
    • 1 Posts
    • 0 Thanks
    Tinks19700
    Ent456
    Hi I was also on this flight , with my daughter son and his friend , we had no joy contacting enter air , have now put in for compensation with flight delays.co.uk , hopefully we will get a result with them , after the 7 hour delay , apparently it was a technical fault , on flight delay also saw ent455 from London had claimed , as this would of been our flight home , good luck all
    • Mr Nibz
    • By Mr Nibz 24th Oct 17, 1:52 PM
    • 10 Posts
    • 1 Thanks
    Mr Nibz
    Enter Air 455 delay
    Ah, first sight of others having experienced the delays to the Enter Air flights. The wife and I were on 455 out of Gatwick to Heraklion which was delayed well over 6 hours. I contacted Enter Air and was advised that all claims have to be submitted in writing and addressed to their Warsaw head office. I used the MSE template and sent the letter off on 9th Sept. This morning I have a reply from Enter Air. They explain the flight was delayed due to "unexpected technical problem which caused a threat to the safety of passengers". They go on to explain their obligations under 261/2004 and then state that because Enter Air provided passengers with assistance under Article 9 (1) (a) and 9 (2) [this refers to the provision of food vouchers I think] they are proposing the following.
    Enter Air proposes compensation of £150 per person on completion of a signed copy of a compromise and non-disclosure agreement!!
    I'm not sure but I think this is a thinly veiled attempt by them to mitigate their costs of compensation as the actual value should be €400 each.

    Should I accept this (now) or go back to insist on the full amount and have to wait another 6 weeks for a reply?
    • JPears
    • By JPears 24th Oct 17, 2:04 PM
    • 3,776 Posts
    • 1,045 Thanks
    JPears
    Your suspicions are almost certainly correct.
    They would offer nothing if they knew they had no liability.
    They do so press forward.
    If you're new. read The FAQ and Vauban's Guide

    The alleged Ringleader.........
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

1,194Posts Today

6,310Users online

Martin's Twitter