Appropriate compensation for flight delays?

[Jleno]

Just curious as to what members' views are on missed transfers due to flight delays.

QR flight out of LHR delayed by about 2 hours which resulted in a missed QR transfer from DOH into SIN, which makes it a 3 hour stopover.

Was given 3 QR15 meal vouchers and that's it.

Any thoughts on whether more should be offered.

 

[opusman]

If you had a single ticket from LHR-xDOH-SIN and you arrived more than 3 hours later than scheduled, then technically you are entitled to 600 EUR compensation.

Good luck getting QR to honour it though!

 

[serfty]

How late were you delayed into SIN from your original scheduled time.

What was the cause of the initial QR delay?

 

[Jleno]

Arrive SIN 7:50pm instead
of 3pm

Delay could be weather related (rain - but that's LHR for you), no clear reasons given by pilot

 

[serfty]

What was the flight number and date - if not too long ago the 'official' delay reason may still be readily available online.

 

[Jleno]

If you had a single ticket from LHR-xDOH-SIN and you arrived more than 3 hours later than scheduled, then technically you are entitled to 600 EUR compensation.

Good luck getting QR to honour it though!

Plenty of outs in the regulations. I might submit a claim anyway and see what the response is.

 

[trippin_the_rift]

Plenty of outs in the regulations. I might submit a claim anyway and see what the response is.

AirHelp

Let them do the hard work

 

[Jleno]

What was the flight number and date - if not too long ago the 'official' delay reason may still be readily available online.

QR944 14 Aug - Now searching for their excuse...

 

[serfty]

AirHelp

Let them do the hard work

They take 25% ...

This mob take 15%: www.refund.me

If you have a UK address then this mob www.moneyclaim.gov.uk charge £75 up front but the airline would refund that when they comply.

 

[N860CR]

My understanding of the EU regs is that the actual flight needs to be delayed, not a miss connection resulting in you traveling on a later flight. Personally don't think it's right... But it is what it is.

 

[serfty]

My understanding of the EU regs is that the actual flight needs to be delayed, not a miss connection resulting in you traveling on a later flight. Personally don't think it's right... But it is what it is.

That is incorrect!

The regulation for delays relates to arrival time at destination, missed connections included.

http://eur-lex.europa.eu/legal-content/EN/TXT/?qid=1408069243124&uri=CELEX:32004R0261

(h) ‘final destination’ means the destination on the ticket
presented at the check-in counter or, in the case of directly
connecting flights, the destination of the last flight; alternative
connecting flights available shall not be taken into
account if the original planned arrival time is respected;

Article 7
Right to compensation
1. Where reference is made to this Article, passengers shall
receive compensation amounting to:
(a) EUR 250 for all flights of 1 500 kilometres or less;
(b) EUR 400 for all intra-Community flights of more than
1 500 kilometres, and for all other flights between 1 500
and 3 500 kilometres;
(c) EUR 600 for all flights not falling under (a) or (b).
In determining the distance, the basis shall be the last destination
at which the denial of boarding or cancellation will delay
the passenger's arrival after the scheduled time.
2. When passengers are offered re-routing to their final
destination on an alternative flight pursuant to Article 8, the
arrival time of which does not exceed the scheduled arrival
time of the flight originally booked
(a) by two hours, in respect of all flights of 1 500 kilometres
or less; or
(b) by three hours, in respect of all intra-Community flights of
more than 1 500 kilometres and for all other flights
between 1 500 and 3 500 kilometres; or
(c) by four hours, in respect of all flights not falling under (a)
or (b),
the operating air carrier may reduce the co

 

[N860CR]

That is incorrect!

The regulation for delays relates to arrival time at destination, missed connections included.

http://eur-lex.europa.eu/legal-content/EN/TXT/?qid=1408069243124&uri=CELEX:32004R0261

Cool thanks for that. I did a lot of googling (during a 3 hour missed connection wait in FRA) a few months ago. Consensus seemed to be that the actual flight in question had to be delayed, but seems your right. LH didn't agree unfortunately.

 

[knasty]

They take 25% ...

This mob take 15%: www.refund.me

If you have a UK address then this mob www.moneyclaim.gov.uk charge £75 up front but the airline would refund that when they comply.

Appears 15% is only for non-UK claims. UK is 25%. I assume given LHR departure this would be pursued in UK?

For all claims that are asserted in or out of court in the United Kingdom of Great Britain and Northern Ireland, the success fee is 25%, in addition to 19% VAT, as well as a processing fee of 25.00 EUR, in addition to 19% VAT.

 

[Pleb Status]

Just curious as to what members' views are on missed transfers due to flight delays.

QR flight out of LHR delayed by about 2 hours which resulted in a missed QR transfer from DOH into SIN, which makes it a 3 hour stopover.

Was given 3 QR15 meal vouchers and that's it.

Any thoughts on whether more should be offered.

For a total 4hr 50min delay, the compensation offered is about right. I have been delayed more than twice that, missed connections and received absolutely zero.....

 

[mannej]

For a total 4hr 50min delay, the compensation offered is about right. I have been delayed more than twice that, missed connections and received absolutely zero.....

But there may be EU compensation that comes into play here.

 

[Pleb Status]

But there may be EU compensation that comes into play here.

Maybe but everybody just needs to toughen up a little. I cannot remember the last time QF did not misconnect me when flying LAX-SYD/MEL/BNE-PER. QF just put me on the next flight and tell me to go away, even when it is completely their fault. I think they would laugh if I tried to ask for compensation.

As an aside, I would never try it on separate tickets as from experience, it is always going to end in tears...

 

[amaroo]

My QF655 (CNS-BNE) was delayed 5 hours yesterday. IMO we received appropriate compensation and attention....

The flight crew toured the lounge and explained the delay (mechanical/safety), the lounge put on extra food, $25 voucher at any CNS retail store with presentation of BP, extra fast flying time of 1.36hrs, unlucky Qantas Valet member waiting until 12.30am to hand us the keys (we were the only valet parkers on the flight), extremely pleasant crew with loads of empathy once we got on board and I received the following email this afternoon....

Dear amaroo,

I would like to convey my sincere apologies for the delay to your flight QF655 yesterday.

As you may be aware, the aircraft operating your flight required engineering assistance prior to departure from Cairns.

In these instances we do consider all available options to minimise the disruption to the original schedule, including sourcing a replacement aircraft or rebooking customers to alternative Qantas services where possible. However, the alternate options were limited on this occasion.

We understand the inconvenience this could cause our customers, so your patience and understanding throughout this situation has truly been appreciated.

Your comments are important to us, so if you have any remarks or feedback regarding your experience you can use the following link to contact us directly;

Thank you again and we look forward to welcoming you on board again soon.

Best regards


&^%$#>&%
Manager Customer Care

The best part - we arrived safe and sound!

 

[mannej]

Maybe but everybody just needs to toughen up a little. I cannot remember the last time QF did not misconnect me when flying LAX-SYD/MEL/BNE-PER. QF just put me on the next flight and tell me to go away, even when it is completely their fault. I think they would laugh if I tried to ask for compensation.

As an aside, I would never try it on separate tickets as from experience, it is always going to end in tears...

It's not a case of toughening up when there is legislation in place.
Delays aren't fun, but you can't really compare flying QF to the US to the case of the OP.

 

[Jleno]

Just touched down on the DOH - SIN leg. Late by further 30 mins. Could just be a one-off but have no reason to fly QR in this competitive route in future (have previously flown EK).

I agree about the toughening up - uncontrollable delays do happen of course but it's more the fact that as a customer/passengers we are given little leeway (eg overweight baggage, fees for changing bookings etc) whereas faults from carriers just come with a "sorry for any inconvenience caused".

 

[MEL_Traveller]

The flight crew toured the lounge and explained the delay (mechanical/safety)
The best part - we arrived safe and sound!

what does mechanical/safety mean? was 'safety' their words or yours?

Of course you arrived safe and sound. you wouldn't expect anything less. The purpose of the EU legislation is to hold airlines accountable for things such as mechanical delays, which are considered part of running an airline... not an excuse to hide behind.

airlines should have contingencies in place to cope with mechanical delays (with some exceptions in the EU regs) and should compensate if they can't.

edited to add that perhaps I should explain my thoughts... it bugs me when airlines peddle the 'we're doing this for your safety' line... presumably the airline is fixing the problem because (a) the pilots want to get home safely to their family and won't fly an unsafe aircraft, (b) the cabin crew want to get home safely to their family and won't fly an unsafe aircraft, (c) the airline doesn't want to crash. Call me cynical, but spnning the line it is all about the passengers doesn't wash with me. They owe the passengers a safe flight as a given. So fixing a problem is not doing 'us' a favour. I don't for a minute buy the 'better to fix it on the ground than have a problem in the air' line... I wouldn't expect a responsible pilot to take the plane off in the first place if they had any concerns.