6 hour delay...EasyJet has not responded.....
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This relatively new EU law on compensation is an absolute disgrace, and is another way in which the airline industry is discriminated against by the bureaucrats in Brussels. I have never recieved compensation or a refund for having to stand-up on a long train journey because the train operator has decided to sell more tickets than seats, nor have I ever recieved a free drink or phone call when my train has been delayed substantially. The airline industry isn't perfect in ensuring that passengers always get the best treatment, but neither is any other industry. For passengers delayed for long bouts, you do deserve to recieve special treatment - but it ought to be in ways that the airline sees fit & not what the centralised government do.
Sorry for my rant, but this constant quest for screwing airlines for compensation just does my head in ...
Sorry for my rant, but this constant quest for screwing airlines for compensation just does my head in ...
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Originally Posted by thomsonfly.com
This relatively new EU law on compensation is an absolute disgrace, and is another way in which the airline industry is discriminated against by the bureaucrats in Brussels. I have never recieved compensation or a refund for having to stand-up on a long train journey because the train operator has decided to sell more tickets than seats, nor have I ever recieved a free drink or phone call when my train has been delayed substantially.
The thing with overbooked trains, even if you failed to reserve a seat, you can generally find a tip-up seat in the vestibule, or they sometimes open up first class to standard class peeps, or you can stand for a station or two if necessary until seats clear, or you can get the next train which is probably only 0.5 - 2 hours later. Plus if you book a seat on a train and get a reservation you know you will actually have a seat. Anyway there are lots of ways for passengers to achieve a satisfactory resolution.
Airlines on the other hand have a long history of deliberately screwing their customers by booking more of them than they can possibly carry, so it was about time something was done about it.
You've also still got the likes of Ryanair cancelling flights at the drop of a hat, or rescheduling them to useless times at minimal notice, giving the airline industry in general a bad name.
No, any "discrimination" against airlines is entirely deserved if it forces them to clean up their act.
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Latest update from Easyjet as at today.....
The following text was received from easyjet today - 48 days after the original submission.....
"Where your flight is delayed for 5 hours or more, if you chose not to fly, we will give you a refund of the fare paid via the original method of payment (inclusive of all taxes and charges but exclusive of credit card fees if applicable) for the journey not used and for the journey already used where the flight no longer serves the purpose of the original travel plan. This refund can be claimed by contacting Customer Service on 0871 244 2366 (calls cost 10p per minute; calls from mobiles and other networks may cost more)."
Therefore, it would appear that Easyjet are not operating within the new EEC directive 261/2004 regarding compensation for delays.
This matter has now been escalated to office of Drector of European Commission of Energy and Transport in Brussels for their attention.
GengisK
"Where your flight is delayed for 5 hours or more, if you chose not to fly, we will give you a refund of the fare paid via the original method of payment (inclusive of all taxes and charges but exclusive of credit card fees if applicable) for the journey not used and for the journey already used where the flight no longer serves the purpose of the original travel plan. This refund can be claimed by contacting Customer Service on 0871 244 2366 (calls cost 10p per minute; calls from mobiles and other networks may cost more)."
Therefore, it would appear that Easyjet are not operating within the new EEC directive 261/2004 regarding compensation for delays.
This matter has now been escalated to office of Drector of European Commission of Energy and Transport in Brussels for their attention.
GengisK
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Unfortunately I'm going to have to agree with thomsonfly, in so much as every time I have used Midland Mainline between the East Midlands & London and there has been some kind of the mishaps alerted to above, I have never been offered any special treatment. If I've booked a seat in advance and this seat hasn't been reserved or worse is oversold, I've never been offered an upgrade, compensation or a free snack usually a mumbled "sorry." The suggestion that I can sit in the jumpseats by the loos on my 2 hour journey is like suggesting flying pax sit on the jumpseat in the galley despite having paid for a proper seat. Delays are rarely announced if they're under 20 minutes, and lengthy delays have never resulted in me being offered anything free - be it a phonecall, fax, meal, drink or taxi home. Perhaps the train operators need to have these rules introduced so there is a level playing field.
Too mean to buy a long personal title
Originally Posted by Final 3 Greens
Perhaps the airlines need to start to pay VAT on fuel, then you can b*tch about level playing fields.
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These constant myths on the airline industry being hugely environmentally unfriendly are wrong, and need to be corrected. IATA states that airline fuel efficiency improved 20% in the last decade, nearly 5% over the past 2 years alone. Today's modern aircraft consume, on average 3.5 litres per 100 passenger kilometres. This is similar to a small compact car but with 6 times the speed. Next generation aircraft—the Boeing 787 and Airbus A380 are targeting fuel efficiencies below 3.0 litres per 100 passenger kilometres. Air fuel should not be taxed because air transport pays entirely for its own infrastructure—a US$42 billion annual bill. Airlines pay when they land, when they fly and when they park. This is completely different from both road and rail. On top of that air transport is a cash cow for many governments. In Europe every rail journey is subsidised between €2.4 and €7.4. But every air journey contributes between 4.6 and 8.4 Euros in government revenues and avoided expenditure.
We're talking about customer experience, and airlines shouldn't have to face the burden of accommodating pax via a law, when other travel industries don't have to.
We're talking about customer experience, and airlines shouldn't have to face the burden of accommodating pax via a law, when other travel industries don't have to.
Thomsonfly,
This relatively new EU law on compensation is an absolute disgrace, and is another way in which the airline industry is discriminated against by the bureaucrats in Brussels.
In an ideal world airlines would keep spare aircraft and crews to the extent that the cost of keeping those spares was less than the total cost to passengers of the delays and cancellations which could be avoided thereby.
Given that some airlines are not noted for idealism, one way of ensuring we get as near as possible to the ideal world is to ensure that airlines pay an appropriate level of compensation to passengers, and can in consequence determine exactly how much a spare aircraft might be worth.
Discrimination doesnt necessarily come into it !
This relatively new EU law on compensation is an absolute disgrace, and is another way in which the airline industry is discriminated against by the bureaucrats in Brussels.
In an ideal world airlines would keep spare aircraft and crews to the extent that the cost of keeping those spares was less than the total cost to passengers of the delays and cancellations which could be avoided thereby.
Given that some airlines are not noted for idealism, one way of ensuring we get as near as possible to the ideal world is to ensure that airlines pay an appropriate level of compensation to passengers, and can in consequence determine exactly how much a spare aircraft might be worth.
Discrimination doesnt necessarily come into it !
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Originally Posted by Final 3 Greens
Perhaps, then, the train operators ought to bear the full commercial cost of building and maintaining the railway too?
In which case the airlines should bear the full commercial costs of building airports and runways?
In which case the airlines should bear the full commercial costs of building airports and runways?
Shining Example, apparently...
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but do they, really?
In terms of carbon emissions... nope, they probably don't.
Quick word in defence of EZY: About three years ago, I was delayed 5 hours at LPL awaiting a flight to AMS. Good weather; seemed to be operational problems. Information wasn't overwhelming but we were looked-after and got refreshment vouchers. Granted, in those days of LPL's unimaginative catering, the vouchers covered only sausage and chips, from which my heart is still recovering. But the gesture was appreciated.
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Crepello... Quick word in defence of EZY
Had Easyjet (Swissport) offered some information and eventually refreshments, there would be no reason for the complaint.
I would have complained to Easyjet regardless of the EU regulations.
The fact that the EU has introduced legislation, now clarifies the requirements and standardizes criteria that airlines should adopt. Having regulations and a route to an independent complaints authority now gives Joe Public the opportunity to press the airlines to respond to complaints, and hopefully, get the the likes of Swissport to train their staff in dealing more sympathetically with customers.
The other issue I have is that Easyjet has issued a standard worded response stating their delay policy, which by the way, does not meet the EU directive. Also, Easyjet have not indicated any action that they are likely to take regarding what was the basis of my complaint e.g. the lack of information from the handling staff at the gate.
GengisK
I would have complained to Easyjet regardless of the EU regulations.
The fact that the EU has introduced legislation, now clarifies the requirements and standardizes criteria that airlines should adopt. Having regulations and a route to an independent complaints authority now gives Joe Public the opportunity to press the airlines to respond to complaints, and hopefully, get the the likes of Swissport to train their staff in dealing more sympathetically with customers.
The other issue I have is that Easyjet has issued a standard worded response stating their delay policy, which by the way, does not meet the EU directive. Also, Easyjet have not indicated any action that they are likely to take regarding what was the basis of my complaint e.g. the lack of information from the handling staff at the gate.
GengisK
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Originally Posted by GengisKhant
The other issue I have is that Easyjet has issued a standard worded response stating their delay policy, which by the way, does not meet the EU directive.
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The SSK......
What was missing from the Easyjet response, but was included in the response from the EU was the following:
"the airline must give you meals and refreshments, hotel accommodation when necessary (including transfers) and communication facilities."
"When the delay is 5 hours or more, the airline must also offer to refund your ticket (with a free flight back to your initial point of departure, when relevant)."
The Easyjet statement "Where your flight is delayed for 5 hours or more, if you chose not to fly, we will give you a refund of the fare paid via the original method of payment ..... "if you choose not to fly" is the Easyjet get-out clause....!!
The EU regulation is worded differently, which, if your point of departure is where you are heading for e.g. you are on the return leg of a return journey under the same booking reference, then, when the delay is in excess of five hours, as compensation, you should be refunded that element of the fare. Also, the refreshment issue was where Easyjet (Swissport) fell down badly,
I believe that Easyjet should at least issue an apology to those who were delayed. They should have easy access to all passengers e-mail addresses through the booking reference number on their system.
GengisK
"the airline must give you meals and refreshments, hotel accommodation when necessary (including transfers) and communication facilities."
"When the delay is 5 hours or more, the airline must also offer to refund your ticket (with a free flight back to your initial point of departure, when relevant)."
The Easyjet statement "Where your flight is delayed for 5 hours or more, if you chose not to fly, we will give you a refund of the fare paid via the original method of payment ..... "if you choose not to fly" is the Easyjet get-out clause....!!
The EU regulation is worded differently, which, if your point of departure is where you are heading for e.g. you are on the return leg of a return journey under the same booking reference, then, when the delay is in excess of five hours, as compensation, you should be refunded that element of the fare. Also, the refreshment issue was where Easyjet (Swissport) fell down badly,
I believe that Easyjet should at least issue an apology to those who were delayed. They should have easy access to all passengers e-mail addresses through the booking reference number on their system.
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I had a similar issue with easyjet
All I was hoping for really (at some point) was an apology. No money back, nothing like that. Just a "sorry for your inconvenience". That would have been enough for me.
What I got was "oh just **** off" from a delightful young lady in an orange easyjet uniform, who "didn't even work for easyjet, so no, didn't care", and a 6 hr delay on a 40 minute flight.
I would like to add that I am very reasonable, polite and softly spoken.
Never used easyjet since. Never will either.
All I was hoping for really (at some point) was an apology. No money back, nothing like that. Just a "sorry for your inconvenience". That would have been enough for me.
What I got was "oh just **** off" from a delightful young lady in an orange easyjet uniform, who "didn't even work for easyjet, so no, didn't care", and a 6 hr delay on a 40 minute flight.
I would like to add that I am very reasonable, polite and softly spoken.
Never used easyjet since. Never will either.
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I have had similar issues with Easyjet, and have voiced them here before. What it seems to often come down to is that the Service Agents (such as Swissport) distance themselves from the company. They state they have not yet recieved authorisation from Easyjet, Luton regarding refreshment vouchers etc. but when you prompt them to telex or phone them to request this they say they are also not authorised to do so!
A friend of mine had an unfortunate situation 2 days ago whilst returning from Basel. His Easyjet flight back to Luton was cancelled after a 2 hour wait, and the PAX were taken to a hotel with no further instruction by the agents Swissport! No telephone calls were authorised. No evening meal vouchers/breakfast vouchers were given. (Passengers who knew their rights ate and kept their recipts!) In the morning there was complete chaos in the hotel! There was no pickup and no information whatsoever. Not a single Easyjet telephone number was working (the UK 0871 code does not work from Germany... the hotel was in Germany!) They got through to the information counter at Basel, who only could supply them the false numbers they already had and also a "what do you expect from a cheap airline?"
My friend eventually called me back in the UK and I then managed to get through to Easyjet at great expense, and so the chain of instructions commenced. It seemed the blame was being put on Swissport... eventually all PAX were instructed to make their own way to airport (30min taxi ride) and organise their own transport back to the UK and to keep all receipts!
A friend of mine had an unfortunate situation 2 days ago whilst returning from Basel. His Easyjet flight back to Luton was cancelled after a 2 hour wait, and the PAX were taken to a hotel with no further instruction by the agents Swissport! No telephone calls were authorised. No evening meal vouchers/breakfast vouchers were given. (Passengers who knew their rights ate and kept their recipts!) In the morning there was complete chaos in the hotel! There was no pickup and no information whatsoever. Not a single Easyjet telephone number was working (the UK 0871 code does not work from Germany... the hotel was in Germany!) They got through to the information counter at Basel, who only could supply them the false numbers they already had and also a "what do you expect from a cheap airline?"
My friend eventually called me back in the UK and I then managed to get through to Easyjet at great expense, and so the chain of instructions commenced. It seemed the blame was being put on Swissport... eventually all PAX were instructed to make their own way to airport (30min taxi ride) and organise their own transport back to the UK and to keep all receipts!
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I dont think that rude staff should affect ones choice of an airline. My attitude is that people in the service sector are humans too, and are perfectly entitled to swear and "give as good as they get". I also, from personal experience, dont think that this affects other peoples choice of airline too. I have seen so many REALLY CRAZY situations where someone "will absolutely never ever fly ...... again" and next week are back with a smile. The thing though that airlines need to do to retain passengers is maintain a good punctuality and safety record, and sort out the problems rapidly when things go wrong. Thats enough for most people.
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Originally Posted by XSBaggage
My attitude is that people in the service sector are... perfectly entitled to swear and "give as good as they get".
XSB
XSB
don't get me wrong i am never rude to service sector staff
but that is simply not acceptable
I deal with extremely cantankerous and rude people in my job. i consider it part of the job. if i gave as good as i got i'd be out on my arse in a flash, and rightly so
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I agree with ManfredvonRichthofen, I recently had 2 Russian ladies on a flight and they were the rudest passengers I have ever encountered. As much as I would have liked to tell them where to go, I just (when walking away for the umpteenth time) paused, briefly closed my eyes and exhaled - other passengers around were watching and several said to me "you must have the patience of a saint" which made me feel a damn sight better than if I had told them to foxtrot oscar (or worse!) 