SQ 25 delayed on July 17/18 | Australian Frequent Flyer
Australian Frequent Flyer

Welcome to Australia's leading independent Frequent Flyer and Travel Resource since 1998!
Our site contains tons of information that will improve your travel experience.

Joining AFF is fast, simple & absolutely free - register now and take immediate advantage of these great BENEFITS.

Once registered, this box will disappear. And you will see fewer advertisements :)

SQ 25 delayed on July 17/18

luxury-lizard

AFF Supporter
Joined
Sep 25, 2013
Messages
204
Qantas
Bronze
Virgin
Red
Flights
My Map
We were booked on SQ FRA-SIN-MEL departing July 18 (SQ 25, which originates in JFK). Woke up at 6am as we had a 9am train from Stuttgart to FRA booked. Alert received (SMS and e-mail) that SQ25 delayed from 12:30pm to 14:30 (this later became 15:40) - panic - this meant we would miss our connection in SIN to MEL - as these were business class award seats - I jumped on the phone to SQ and asked for a re-schedule - agent said yes but it would "take time" as we had already checked-in online. Well while on the train to FRA received an e-mail with new itinerary and e-tickets. Good news - was worried about being bumped to Y as we were on award tickets. (new flight departed at 11am ex-SIN).

On checking in at FRA at 10am (unfortunately train tickets were fixed so had to depart Stuttgart even though we would have preferred to delay this) - on checkin agent gave up a letter outlining the delay (reason weather in JFK delayed departure from there) - SQ had also booked out an entire restaurant at FRA so passengers could enjoy a complimentary lunch ( business and first passengers) had a separate section .(letter also outlined how to claim compensation under EU261) ... upon boarding each passenger was given a box or bag of chocolates (depending on class of service). Upon arrival SQ had a number of desks setup for arriving passengers with at risk/missed connections - boarding passes ready for new flight etc etc,....

All in all - very well handled by SQ considering delay was not their fault. Beats many of the horror stories one reads on blogs about poor handling of delays by airlines.

Unfortunately - we missed our final flight from MEL-SYD so had to overnight at MEL airport ParkRoyal and fly home this morning, (We had booked to MEL as these were the only J award seats available when we booked our original flights). SYD WL did eventually come through but higher points were then required so we gave it a miss as we had already paid for MEL-SYD flights - well travel insurance should cover this off.
 

MEL_Traveller

AFF Supporter
Joined
Apr 27, 2005
Messages
18,884
If arrival at MEL was more than four hours after the originally scheduled time you may have a case for 600 euros compensation per person. However, if the delay was due to weather (or more likely ATC control in the event of bad weather) this might evaporate. (Although 'bad weather' is not always 'extraordinary' for the purposes of EU261)

If the airline is successful it might reduce the airline's obligation to providing you with meals and refreshments, which they did (although arguably they could have discharged that by you having lounge access).

Did SQ indicate you were entitled, or just give you infomration on how to claim (as required by law)?
 

luxury-lizard

AFF Supporter
Joined
Sep 25, 2013
Messages
204
Qantas
Bronze
Virgin
Red
Flights
My Map
If arrival at MEL was more than four hours after the originally scheduled time you may have a case for 600 euros compensation per person. However, if the delay was due to weather (or more likely ATC control in the event of bad weather) this might evaporate. (Although 'bad weather' is not always 'extraordinary' for the purposes of EU261)

If the airline is successful it might reduce the airline's obligation to providing you with meals and refreshments, which they did (although arguably they could have discharged that by you having lounge access).

Did SQ indicate you were entitled, or just give you infomration on how to claim (as required by law)?
Letter only indicated how to apply - final arrival in MEL was pretty much 4 hours after originally scheduled (if you count arrival at gate instead of touch down) - I am not expecting financial compensation under EU 261 but will give it a shot - all in all, I was pretty impressed with SQ's handling of the delay. Biggest frustration was missing last flight out of MEL to SYD by about 15? minutes - arrived at gate at 8:30pm - last flight was at 9:15pm (but we needed to clear immigration, bag collection and customs - then check-in with Virgin about 20 minutes before flight - didn't even try - went straight to ParkRoyal (we had booked a room and changed our Virgin flight to Sat AM just before departing FRA).
 

MEL_Traveller

AFF Supporter
Joined
Apr 27, 2005
Messages
18,884
The final arrival time is the time at the gate, not touchdown :) I've jad kickback from an airline saying the flight arrived 3hrs58mins so no compensation. I had to write back stating this was the time the flight landed, but it then had to get to the gate. (They paid :))

it cannot hurt to put in a claim. If you don't want to make a big deal of it with SQ direct you could always go through one fo the claims companies. They will take 25-33%, but at least then you are at arm's length with your relationship with SQ. The claims companies have access to the flight management systems and can pretty much determine straight away whether the claim has legs. With the airlines you might have to go through some hoops.
 

dajop

AFF Supporter
Joined
Jul 1, 2002
Messages
9,309
Flights
My Map
I have noticed a few weather travel waivers for the north east US recently, and noticed a lot of trans Atlantic flights that left on evening of 17th, like SQ 25 left 1-3 hrs late. (I checked LH, BA and DL flights that were supposed to leave around same time as SQ25).

Also noted that SQ207 is scheduled to reach MEL at 17:10. Flightaware shows that on the 19th SQ 217 reached gate at 20:16, less than four hours later than scheduled arrival of SQ 207.

Therefore I suspect the EU261 provisions regarding compensation may not apply, so wouldn’t be holding hopes to high.
 
Last edited:

luxury-lizard

AFF Supporter
Joined
Sep 25, 2013
Messages
204
Qantas
Bronze
Virgin
Red
Flights
My Map
I have noticed a few weather travel waivers for the north east US recently, and noticed a lot of trans Atlantic flights that left on evening of 17th, like SQ 25 left 1-3 hrs late. (I checked LH, BA and DL flights that were supposed to leave around same time as SQ25).

Also noted that SQ207 is scheduled to reach MEL at 17:10. Flightaware shows that on the 19th SQ 217 reached gate at 20:16, less than four hours later than scheduled arrival of SQ 207.

Therefore I suspect the EU261 provisions regarding compensation may not apply, so wouldn’t be holding hopes to high.
Thanks for looking up the exact details - I'm quite sure you are correct re compensation - I really not concerned one way or the other.
 

Melburnian1

AFF Supporter
Joined
Jun 7, 2013
Messages
17,400
Flights
My Map
This shows not just good handling of a delay but the advantage of travelling with an airline (in SQ) that has a higher frequency of flights (to MEL) than many competitors. With five a day fairly evenly spread, provided there are seats available this really helps to avoid a '24 hour' delay when problems occur with another connecting flight.
 

SOPOOR

AFF Supporter
Joined
Jan 12, 2009
Messages
2,607
how awesome is singapore airlines,
after reading article after article on usually qantas behaving badly, its so nice to see an airline do such a nice courteous thing

singapore airlines reputation has just increased even more in my mind
 

N860CR

AFF Supporter
Joined
Nov 30, 2004
Messages
3,341
They do seem to handle delays well. Last trip back to SA I risked the 50 min connection CPT-SIN-SYD and missed it (CPT/JNB-SIN was 45 late due to a longer route to avoid a cyclone). As we walked off the plane at SIN, they had boarding passes in hand for the next service and walked us up to the lounge.
 

AFF on Air Podcast

  • Choosing a Rewards Program – AIR017
    Sat, 10 Aug 2019 13:32:24 AEST
      If you’re new to the world of frequent flyer points – or moving to a new country – it can be difficult to know where to start. In this episode, Matt discusses the con ...
  • Travel Insurance – AIR016
    Sat, 27 Jul 2019 07:34:12 AEST
      They say that if you can’t afford travel insurance, you can’t afford to travel! In this episode, Matt chats to James Green about the importance of travel insurance, and ...
  • The Qantas Oneworld Award – AIR015
    Sat, 13 Jul 2019 02:07:50 AEST
      Learn how to fly around the world using your Qantas Frequent Flyer points as Matt chats to James Green, an award travel consultant at Frequent Flyer Solutions. This episode ...
  • Qantas Frequent Flyer Changes – AIR014
    Sat, 29 Jun 2019 00:40:35 AEST
      Last week, Qantas announced a major shake-up to its Qantas Frequent Flyer program. In this episode, former Head of Loyalty at Malaysia Airlines, Mark Ross-Smith, joins Matt ...
  • jb747’s Stellar Career with Qantas – AIR013
    Sat, 15 Jun 2019 03:00:41 AEST
      In this special edition of the podcast, Matt chats to John Bartels (a.k.a. jb747) about his flying career with Qantas, the A380, the QF30 incident, flight training, retirem ...

Community Statistics

Threads
82,425
Messages
1,908,759
Members
50,214
Latest member
samzike
Top