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- Tried & Tested
My wife was booked OY Business class 5NW9QS – LHR-HEL-HKG-SGN-HKG-HEL-LHR. The flight was late departing LHR so all of her onward connections had to changed, she eventually arrived SGN about 5 hours late. The real fiasco was the return flights – delayed out of SGN by some 6 hours and no real announcements in either English or Viêt Namese (her native language) so she missed all of her connections and had to be re-booked all the way back to LHR arriving about 10 hours late. Finnair/Cathay lost all of her special meals requests and being a Senior Citizen and a diabetic all of these frustrations did not help. She was promised a hotel in HKG on the return leg but nobody there knew anything about this. On the outward leg she was offered HK$150-00 but this was useless as she was already booked Business Class and neither smokes nor drinks. E-mails and a letter to Finnair have been totally ignored. We both consider that because of the delays she should have been booked HKG-LHR direct if there were flights/seats available.
Would she ever fly Finnair again – Not likely in a million years. No idea of customer service or manners etc.,
We have all had something similar happen with many airlines, and yes it’s often the recovery by the carrier that we measure the incident on.
If your wife missed her flight ex Hel , then a 6 hour delay to arrive in Sgn sounds still pretty good if a re route via another Asian city was involved.
Depending on the causes of delay, your wife may be eligible for Reg 261 compensation. There is a link to a law firm that deals with those claims on the BGT website I think.