Will Qantas pay EU261 compo for QF2 LHR 4hr+ delays?

[tobefree]

Been 15 days and still haven't received EU261 payment so just gave them a call.
Seems they had punched in a wrong account digit and therefore was rejected by the bank. (I had typed out my details on the customer care payment form in bold arial font - so wasn't my handwriting )
Have now supplied QF with a credit card number and hopefully all done and dusted in 7 days...

 

[italianlover]

Been 15 days and still haven't received EU261 payment so just gave them a call.
Seems they had punched in a wrong account digit and therefore was rejected by the bank. (I had typed out my details on the customer care payment form in bold arial font - so wasn't my handwriting )
Have now supplied QF with a credit card number and hopefully all done and dusted in 7 days...

Can confirm payment was made to my daughter within 2 days, so it unfortunate you have had a delay. Hope it is sorted this time.

 

[italianlover]

That's rubbish!

Refund of Duty of care costs is not compensation.

The "Right to Care" in section 9 refers to "Free of Charge" and is not related to any compensation, including that of section 8.

To put it another way, "Free of Charge" in the case where a passenger has provided their own "Duty of Care" and paid for food and lodging means the airline needs to re-reimburse the passenger for reasonable costs - this is not compensation as referred to in section 8 and section 12 does not apply to this reimbursement.

EUR-Lex - 32004R0261 - EN

I challenged Qantas quoting their own guidelines published on their website and also the EU legislation. They have now refunded cost of food and lodging in full. Hopefully this may help others in this situation. Thanks to all.

 

[Melburnian1]

AFFer tobefree posts are a classic example as to how perseverance pays off, although many might not be bothered to do all that member did. For A$950 approx. compo plus reimbursement of any expenses it's worth it.

Passengers on the delayed QF10 ex LHR tonight (Wednesday 5 Septrember) should be eligible for EU261 compensation.

Normally there should be a notice at the check in desk.

If not, insist on receiving a passenger payment form or whatever method QF uses and for good measure ask staff to place a sign there. You could also inform a few other passengers. St James the Less stressed how important good deeds are.

 

[Melburnian1]

I was also on this flight, it was a hoot! @Mattg
...At the time, the thought did cross my mind to proceed. But I'm not sure why I should? Maybe others can convince me of the merits, beyond cash in pocket.

samh004, everything you say is fair, but to my mind given QF's fares are at the top of the tree (and many would say that its service doesn't match SQ, JL or others) then another reason for claiming is to bring its profit margins back somewhat.

If you fail to claim you are letting this company escape paying an expense for which it has impliedly budgeted in the fares it sets.

If more Australians are assertive about these things, it forces highly paid company managements to improve their ethics and behaviour, rather than treating us all poorly (except when they want our money). It's not just QF that can fall short, and nor is it just airlines.

 

[tobefree]

Happy to report payment received and taken just over two months from lodging my EU261 case to close.
My simple advice is to follow up every 15 business days (or less!).
I never felt they were intentionally stalling. Just so happen it took three departments and a wrong bank digit to slow things down!
Thanks everyone for the EU261 knowledge lesson and really in the end, QF still wins with payment eventually returned. This LHR delay wont stop me flying with them again...

 

[tobefree]

One final point.. If this happens again I wouldn't hesitate letting my fellow surrounding passengers know about this payment. I'd actually ask for their email addresses and made sure they followed up on it.
I doubt the first class passenger I helped out at LHR was aware of EU261 and I have no way of contacting her now.
She probably couldn't care less about this type of payment - but may have been happy to donate it to some charity or something.

 

[Melburnian1]

Passengers on the QF2 scheduled ex LHR on Tuesday 4 December that was delayed overnight until this morning (Wednesday 5) should read how one AFFer received the EU261 compensation and also was reimbursed. See above!

 

[Jay684]

Happy to report payment received and taken just over two months from lodging my EU261 case to close.
My simple advice is to follow up every 15 business days (or less!).
I never felt they were intentionally stalling. Just so happen it took three departments and a wrong bank digit to slow things down!
Thanks everyone for the EU261 knowledge lesson and really in the end, QF still wins with payment eventually returned. This LHR delay wont stop me flying with them again...

How long was it for you to get your first response? I made a claim through the online form one week ago and nothing back as yet

 

[CMA222]

Given the regular delays/cancellations out of LHR are there multiple claims occurring from QF passengers under EU261 ? I have not noted any experiences on AFF but maybe QF is 'overlooking' its obligation under Article 14 to advise passengers of their rights to compensation.

 

[MEL_Traveller]

Given the regular delays/cancellations out of LHR are there multiple claims occurring from QF passengers under EU261 ? I have not noted any experiences on AFF but maybe QF is 'overlooking' its obligation under Article 14 to advise passengers of their rights to compensation.

There should be notices at check in advising of pax rights.

But covid is unusual, and some delays and cancellations due to covid are being sanctioned by governments as ‘extraordinary circumstances’.

Of interest, Schipol airport will pay compensation to passengers who missed flights due to the lack of security staff. That’s separate from EU261, but shows that not everything is covered by the ‘covid exception’.

Secondly worth noting is that a friend was on the delayed JQ30 a couple days ago ex BKK. The flight incurred a nine-hour delay due to crew issues, presumably covid related. Jetstar considered this a matter ‘within their control’ and provided accommodation, meals and airport transfers. Demonstrates again that not everything covid related will necessarily fall under a covid exception, or extraordinary circumstances.