Airline Claim

Old Jan 19th 2024, 7:19 am
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Default Airline Claim

My return flight from Hong Kong was supposed to be HK-Frankfurt-LHR and then I was to go to Gatwick and fly to Faro from there. As I'd changed the date of my return, for which I'd bought a more expensive flexi ticket just in case, Lufthanser charged me an additional 300 euros. Anyway, due to headwinds the first flight took 14 hours instead of 12 and so I was not able to make the 8am connecting flight to LHR. After we landed I got an email from the airline to say I'd been rebooked on BA at 11am, which showed the flight and even the seat number. So I had to go to a different terminal and due to a massive security queue which had only one of three scanners working I got to the gate when last call was being made. I showed the screen grab to the girl on the gate but she refused to let me on the flight, saying it needed a QR code. She said I should go and talk to Lufthanser and so I made the long schlep back to T1 but when I got to airside customer service it was closed and so I had to go through passport control and enter the country just to talk to the airline. Lufthanser had no answer as to why I was not allowed on the BA flight but said they would put me on another flight to LHR. As this meant I would miss my LGW flight to Faro I asked if they had a flight to Lisbon and he said yes but I would have to pay another 200 euros. Just wanting to get this over and done with I paid the fee and flew to Lisbon. Sadly my luggage did not arrive on the same flight. I then got the train from Lisbon to Lagos. I've just seen something on TV that said if your flight with an EU carrier is more than three hours late you can claim xx euros. So far I've paid the airline 300 in changed ticket fee, 200 in additional Lisbon fee, lost 100 euro for BA Faro flight and 25 euro for LHR-LGW bus. And my luggage turned up 30 hours late. How do I claim some of this back?
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Old Jan 19th 2024, 10:38 am
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Default Re: Airline Claim

Originally Posted by sportpix
My return flight from Hong Kong was supposed to be HK-Frankfurt-LHR and then I was to go to Gatwick and fly to Faro from there. As I'd changed the date of my return, for which I'd bought a more expensive flexi ticket just in case, Lufthanser charged me an additional 300 euros. Anyway, due to headwinds the first flight took 14 hours instead of 12 and so I was not able to make the 8am connecting flight to LHR. After we landed I got an email from the airline to say I'd been rebooked on BA at 11am, which showed the flight and even the seat number. So I had to go to a different terminal and due to a massive security queue which had only one of three scanners working I got to the gate when last call was being made. I showed the screen grab to the girl on the gate but she refused to let me on the flight, saying it needed a QR code. She said I should go and talk to Lufthanser and so I made the long schlep back to T1 but when I got to airside customer service it was closed and so I had to go through passport control and enter the country just to talk to the airline. Lufthanser had no answer as to why I was not allowed on the BA flight but said they would put me on another flight to LHR. As this meant I would miss my LGW flight to Faro I asked if they had a flight to Lisbon and he said yes but I would have to pay another 200 euros. Just wanting to get this over and done with I paid the fee and flew to Lisbon. Sadly my luggage did not arrive on the same flight. I then got the train from Lisbon to Lagos. I've just seen something on TV that said if your flight with an EU carrier is more than three hours late you can claim xx euros. So far I've paid the airline 300 in changed ticket fee, 200 in additional Lisbon fee, lost 100 euro for BA Faro flight and 25 euro for LHR-LGW bus. And my luggage turned up 30 hours late. How do I claim some of this back?
https://europa.eu/youreurope/citizen...r/index_en.htm
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Old Jan 20th 2024, 5:13 am
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Default Re: Airline Claim

Thanks for that but it doesn’t seem to detail my specific situation. I was hoping someone would have previously made a claim and could comment on how the process works.
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Old Jan 20th 2024, 8:42 am
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Default Re: Airline Claim

I doubt you can make a claim for the 2 hours delay caused by a headwind (beyond the airlines control). In fact I suspect that the only claim that you may have is for the baggage issue.
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Old Jan 21st 2024, 5:46 am
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Default Re: Airline Claim

Originally Posted by Finknottle
I doubt you can make a claim for the 2 hours delay caused by a headwind (beyond the airlines control). In fact I suspect that the only claim that you may have is for the baggage issue.
The two-hour delay is not the issue. I had a contract (ticket) with Lufthansa to take me to London from Hong Kong, via Frankfurt. They failed to do so as I was not allowed to board the second (BA) flight, which they chose to put me on. As such I had a five-hour wait before my next flight. I think I have read that more than a three-hour delay brings compensation. And then they charged me a further 200 euro to board the onward flight (to Lisbon). Complicated but the faults were due to the airline while the costs were mine.
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Old Jan 21st 2024, 7:54 am
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Default Re: Airline Claim

Originally Posted by Finknottle
I doubt you can make a claim for the 2 hours delay caused by a headwind (beyond the airlines control). In fact I suspect that the only claim that you may have is for the baggage issue.
A 2 hour delay on an inter-continental flight over 3,000 km would not in itself bring about the right to compensation as the delay would need to be at least 4 hours. That said, it is the delay encountered at the final destination that is measured and a headwind is certainly not an extraordinary circumstance which is the only defence available to an airline.
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Old Jan 21st 2024, 9:57 am
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Default Re: Airline Claim

Originally Posted by sportpix
The two-hour delay is not the issue. I had a contract (ticket) with Lufthansa to take me to London from Hong Kong, via Frankfurt. They failed to do so as I was not allowed to board the second (BA) flight, which they chose to put me on. As such I had a five-hour wait before my next flight. I think I have read that more than a three-hour delay brings compensation. And then they charged me a further 200 euro to board the onward flight (to Lisbon). Complicated but the faults were due to the airline while the costs were mine.
Denied boarding may be an avenue, if Lufthansa messed up the rebook - what did their email actually say?
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Old Jan 21st 2024, 1:33 pm
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Default Re: Airline Claim

Originally Posted by sportpix
[...]I was hoping someone would have previously made a claim and could comment on how the process works.
I made a claim late last year under rather different circs (in my case, a flight cancelled at the very last minute just as I was preparing to go through security).

I used the airline's claim process - an online form completion with a space for explaining the basis of the claim. That's where you'll need to start, I guess. If that doesn't result in a satisfactory outcome and you're sure you've got a case according to the relevant legislation, you can refer the matter to the regulator.

In my particular case, my wife and I were flying back home to Porto via Paris, using 2 different airlines, separately booked. When the first leg was cancelled, the airline offered a flight 4 days later which was totally unsatisfactory to us, as were the other suggestions made as "agree to this as full and final settlement" offers. I struck out on my own as they didn't have a desk at the airport and I didn't feel at that stage like engaging in lengthy remote toings and froings, and secured tickets for late that evening and early the following morning, going via Stansted at a cost of around 900€.

I got the original tickets for the cancelled flight refunded very swiftly after making contact on my return home but obviously wanted more to cover the cost of the lost leg and the considerable difference between the original and replacement journey costs. My first rather woolly claim attempt, requesting 900€ for the flights + whatever else they might consider for incidental expenses got knocked back on the grounds of some things I'd mentioned not being anything they were responsible for and also - get this - because my replacement journey wasn't to the same destination (which they were counting as Paris). I gave it a 2nd, rather more assertive go, after having boned up on exactly what my rights were, this time requesting 500€ (250€ per passenger) established on the basis of journey length as stipulated in the EU regulation and said if I wasn't satisfied with their response I'd be taking it up with the regulator. Astonishingly, they were swiftly back in touch to offer 800€, which they said was the maximum they could be held liable for, and obviously I was rather happier with that than nothing or the 500€ I'd actually, in the end, claimed. No actual financial gain but not the stonking loss I'd been partially resigned to facing.

I'm not sure whether your airline might not make more of your voluntary change of destination, though.
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Old Jan 21st 2024, 1:52 pm
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Default Re: Airline Claim

Eric, thank you so much for taking the time to explain. I was hoping that someone else (probably lots) has been let down by airlines and would point me in the right direction. Your help is much appreciated 🙏
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Old Jan 21st 2024, 2:55 pm
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Default Re: Airline Claim

Originally Posted by Red Eric
I'm not sure whether your airline might not make more of your voluntary change of destination, though.
If the denied boarding claim has legs then I reckon the change of destination might also be a goer.
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Old Jan 21st 2024, 3:30 pm
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Default Re: Airline Claim

There are firms that specialise in claiming against airlines for compensation. They obviously take a cut of the compensation but they know all the rules. Just google "claim eu flight delay compensation"
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Old Jan 21st 2024, 3:39 pm
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Default Re: Airline Claim

Just out of interest, what was the scheduled arrival time at EDDF and subsequent departure time?​​​​​​
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Old Jan 21st 2024, 5:57 pm
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Default Re: Airline Claim

Originally Posted by Finknottle
If the denied boarding claim has legs then I reckon the change of destination might also be a goer.
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Old Jan 21st 2024, 6:37 pm
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Default Re: Airline Claim

Originally Posted by Finknottle
Just out of interest, what was the scheduled arrival time at EDDF and subsequent departure time?​​​​​​
0615 arrival. 0800 departure
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Old Jan 22nd 2024, 7:12 am
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Default Re: Airline Claim

Originally Posted by sportpix
0615 arrival. 0800 departure
And I'm guessing that your flight actually arrived at the gate at 8:00am, which of course left no time for any connection.

Presumably there were numerous passngers who also had connection problems due to the late arrival.

Lufthansa did fine to book you on a BA flight to LHR that allowed reasonable connecting time but what should also have happened is that they should have ensured that a passenger service agent was there at the arrival gate to greet passengers who were connecting and give them the boarding passes that were NOW required to board their onward connections or at least make sure that there was something on your phone that had the REQUIRED QR code or they were creating an accident waiting to happen.

This in spite of the fact that Lufthansa or at least their agent later saw no reason why the BA flight pax agent should deny you boarding.

Last edited by Pistolpete2; Jan 22nd 2024 at 7:20 am.
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