[Globalexport]

Its all related to distance flown,length of delay and only for EU airlines or their code shares.So flying Delta from UK to USA on a Delta flight number for example probably will not be subject to EU compensation rules- see this link http://europa.eu/youreurope/citizens/travel/passenger-rights/air/index_en.htm

[superchris]

Yes. Odd story and I will give you the abridged version! Flying with my family to Palma on BMI out of Heathrow, I went to do online check in the day before to be told that the system couldnt find my reservation. I phoned BMI to be told that ‘as you know, the flight was cancelled 3 months ago and we emailed you to tell you to call us to discuss’.

I retrieved the said email, and all it said was there was a timing change of 5 mins, no mention of the outward flight being cancelled. BMI on the phone offered to change my flight to 2 days later, but as we were only going for two nights clearly that wouldnt work. They then asked me to write into customer services. When I said ‘ but im supposed to be travelling in the morning’ the call centre gentleman replied ‘they are pretty quick at responding’ I countered this with ‘they are not that bl&&dy quick’ and demanded to speak to a manager.

Eventually they conceded that they had in fact sent the wrong communication to me 3 months back, and as a result they were in effect informing me of the cancellation within 24 hours. As a result, they would 1) have to get us there at their cost (which they did, business class on LH via Dusseldorf) and 2) would pay us the EU compensation. I forget how much but around £200 per adult rings a bell. Pretty much paid for the trip!

All in all a right royal ballsup by BMI and had they had cancelled the flight 3 months out which they intended to do, they would have paid me nothing.

[AnthonyDunn]

Hmm, I am now thinking that I possibly missed a trick here but back in January 2012, we were due to fly LGW-VCE late morning and arrived in plenty of time only to discover that our flight had been rescheduled owing to an Italian transport workers’ strike and we’d be leaving some four hours late – mid afternoon. We made it to VCE but sufficiently late that we missed the first half of the concert we’d intended going to at La Fenice. Should I have thought to ask BA for EU mandated compensation? I didn’t think to ask and they certainly didn’t offer…

[JohnHarper]

Martyn, claiming on line is easy, it takes about ten minutes to complete then you just sit back and wait. After 28 days it takes about another two minutes to complete a form and hey presto you have a judgement in your favour. That’s assuming it is not contested which I doubt it ever would be as they would need to appear in court which isn’t worth their while.

I’ve never claimed from an airline this way though I might just start to, it’s so much easier than going through processes which are designed to make you give up and go away.

[MartynSinclair]

Can I just confirm, my flight was cancelled due to snow closing Frankfurt airport.

All I need to do is give LH 14 days to pay up then issue CC papers quoting EU legislation and LH will need to cough up Euros 600?

Sounds too easy….

[Globalexport]

Unfortunately not- weather delays out of airline’s control and icelandic volcanoes etc dont count.It’s cancellations within an airline control and it’s a grey area.

[capetonianm]

Worth adding that there is a small charge for Money Claim Online (SCC). It’s on an incremental scale.

https://www.moneyclaim.gov.uk/web/mcol/welcome

Last time I used it to sue someone for about £1800 the cost was around £70, there is further small charge for getting a judgement and then another for getting a warrant of execution.

[MarcusUK]

KLM are always promptly responsive to any complaints made, be they for delays, cancellations, or indeed problems when you fly.

I have had to make several on line complaints following AF flights, but from the UK and in Holland, these get directed to KLM to handle rather than AF (thankfully…you never get responses from AF).
These were ex AMS to Europe or Med haul flights.

The outcome usually are on line MCO’s codes that can be redeemed on line for the next booking, so easy to use. Miles of blocks of 5,000-20,000 have also been awarded.
KLM also call you to discuss and apologise. If their is a problem with a Section of the Airline, the Manager also calls you to discuss and apologise from that section.

KLM are excellent, and if delayed or cancelled, they are the first to inform you and give you what you are entitled to, pretty amazing these days! On some flights from LHR – AMS with KLM, there are often half the passengers connecting to long haul flights, especially in the mid morning. Often these LHR flights are delayed by the usual Airport chaos delays of gates, take off runways, excessive traffic.
KLM crew already aware, announce during the short flight, which connecting flights people will make and which they will not. They also go around the flight to answer questions and re-assure people. they also inform passengers at which gate their plane will depart so they can get there quickly, and have staff at the arrival gate to assist.

If cancelled or you don’t make your connection ,by the time you arrive at AMS, you will have found you are booked on the next available flight, or another Airline, and you are taken care of. You do not have to ask KLM when things go wrong, they sort the problems out for you, and get you the next available flights. Compensation is usually offered to you there are then in MCO’s.

On the other hand, AF, are belligerent, or simply do not reply. No matter what your status a a Frequent flyer, business trip etc. They simply have no interest. I have also found the same with BA in the past, hence i do not use them anymore.

I recently got stuck with Cityjet at LCY during bad weather, waiting for over 5 hrs for a flight to AMS. I was texted and emailed by KLM, to say the flight was cancelled, and already they booked me on the flight they knew was going to leave first. This is simply excellent.

No information on the cancellation or re-booking, was made at the airport until an hour later. There was an almighty rush of at least 80 passengers to the ticket desk! Needless to say, getting seats on the next 3 flights was almost impossible for some.

I choose KLM as they are so reliable, and pro-active when things go wrong, that even when they do, (and this must be expected with Air travel), they have already found the best solution for you.

[LuganoPirate]

Once booked to JNB from Zurich with Swiss, with me in F and three kids in Economy. The flight was overbooked and Swiss were looking for two volunteers. They offered:
€ 700 per person on a prepaid visa card
overnight accommodation in a 4 star hotel with transport to/from hotel/airport,
dinner, breakfast, lunch
invite to the First Class lounge the next day. This was because the kids had the right to stay with me and so they extended that courtesy to them for the next flight.
They could also change the return date once free of charge

All in all very fair, especially as the ticket only cost €800 in the first place!

[MarcusUK]

Those thinking that the Small Claims track through the County Court, or Northampton Bulk Centre on line, need to consider extremely carefully.

If the defendant, say a large Airline, wishes to dispute or defend your claim, it is handed back to your local County Court. You then wait at least 3 months for a hearing date, where you will be expected to represent your case in person or employ a solicitor. No doubt an Airline will have no problems instructing counsel, and can present many variable, and legally tangible reasons, and defend very well.

Should you lose the case, you will be liable for the other side’s entire costs, and even if you win, not entitled to your own costs in entirety!

The Money claim on line applications, are meant for Bulk undefendable or undisputed judgements or enforcements, with no room for dispute. (EG parking fine enforcements) Otherwise, you will have to go to your local County Court and continue to pay the fees, represent yourself, or instruct a solicitor or barrister.

Perhaps it would be better to engage one of the on line travel specialist claim Companies to act for you?

[Stringfellow]

About two years ago I was bedridden following a broken leg so amused myself pursuing a compensation claim against RyanAir for a cancelled flight on behalf of my secretary and her husband. It was so much fun dealing with person after person who existed to try and frustrate any claims. I was routinely left on hold for up to 20 minutes at a time, lied to repeatedly, hung up on and had my emails ignored. Three people at the company told me that the costs of any claim for me would exceed what they would pay, one told me this was “company policy”. They all just HATED it when I said this was a point of principle for me and I was quite prepared to spend money to have the satisfaction of beating them. I finally received a cheque after telling them I would have Court Papers served on their UK staff at all their UK airports if that is what it took.

[IanFromHKG]

Globalexpor, the rules WOULD apply to a UK-USA flight on Delta. From your own link:

Did you know you have certain rights if things go wrong when you’re on a flight in the EU?
This concerns delays, cancellations and overbooking that prevent you from boarding …

… and applies if you are:

leaving the EU with any airline, or
arriving in the EU with a carrier registered in the EU (or Iceland, Norway or Switzerland)

[capetonianm]

I agree with MarcusUK about KLM, I fly with them a lot and it is rare for anything to go wrong, but when something does happen, the manner in which it is dealt with is exemplary. Fortunately the Air France customer ‘service’ culture has not rubbed off onto them, although I did miss a connection once at AMS and went to a service desk for rebooking and the (French) woman was extremely rude and arrogant. I had a 60 minute connection to BUH, missed it, and asked her instead of booking the next available, to book me on the evening flight so I could spend the day with friends in Holland. As I was on a ticket that allowed transfers in both directions, and being within 24 hours it was a transfer, this was quite legitimate but she was being bloody minded and displaying her ignorance, as well as an inappropriate amount of not very attractive cleavage. When I called the supervisor the problem was resolved in three minutes and I was given a meal voucher!

It would be interesting, back to topic, to hear some of the excuses airlines use for trying to avoid paying compensation. A couple of weeks ago when I missed a connection on Flymaybe, I was told that the 261/2004 rules did not apply as my journey that day had started outside the EU (i.e. in JER)

[Globalexport]

Okay understood so covered any airline outbound from EU but only EU airlines in bound.Lots of wriggle room for airlines, especially regarding the cause of a cancellation.My delay was a due to hydraulic leak, aircraft landed and was turned around ready for boarding and then leak discovered.I suppose the airline could argue it was circumstances out of thier control and I could argue it was a maintenance issue which is within their control.

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