Condor Airlines EU 261 compensation?
Am helping an elderly couple with their claim for delay compensation from Condor Airlines (part of Thomas Cook) after their trans-Atlantic flight experienced multiple, serial mechanical issues at US departure airport, resulting in missed connection at FRA and 5+ hour late arrival at EU destination airport. Would seem like a slam dunk case. Filed claim with airline July 22, 2018.
How long should I expect to wait to receive the airline's determination? Anyone have experience dealing with Condor Airlines? As this airline is based in Germany, would that be where I'd go for my Plan-B appeal? |
We used Condor for trips to friends in the US annually when we lived in NL. In 2012, before moving back to the UK, we were delayed flying back from LAS. Departure time from what I can remember was around 1630. We were all bussed to hotels for an overnight and given vouchers for food. Next day we departed around noon-ish for FRA. The reason was bad weather in FRA and it was bad as we discovered travelling back to DUS and NL.
We never claimed as we were accommodated reasonably. Nowadays, I claim if I can. I would think a two month window to see if they are going to payout is reasonable. They were good to fly with, albeit with our several Comfort Class experiences. We recently had cancelled long haul flights, also weather problems, with KLM and they paid up within two months. |
If the tech issue was totally unforeseen does EU261 apply?
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Originally Posted by Hotel Tango
(Post 10216486)
If the tech issue was totally unforeseen does EU261 apply?
weather strike and ATC delays = no pay out but airline must feed and hotac you if ness then rebook you ASAP or reroute you, even on another carrier if ness to get you to your destination in a reasonable time |
Originally Posted by Mark in CA
(Post 10216241)
Am helping an elderly couple with their claim for delay compensation from Condor Airlines (part of Thomas Cook) after their trans-Atlantic flight experienced multiple, serial mechanical issues at US departure airport, resulting in missed connection at FRA and 5+ hour late arrival at EU destination airport. Would seem like a slam dunk case. Filed claim with airline July 22, 2018.
How long should I expect to wait to receive the airline's determination? Anyone have experience dealing with Condor Airlines? As this airline is based in Germany, would that be where I'd go for my Plan-B appeal? If the journey was not on a through ticket then the delay on arrival at FRA is likely the deciding factor here - has to be 3 hours or more to qualify for compo the airline should have also fed them during the delays and the misconnex - if not keep receipts and claim any food and drink expenses Don't make it too complicated. All you need to do is to claim the EUR 600 + provide your bank account details + give them a reasonable deadline (14 days should suffice) + have a proof that Condor received your email (if Condor issues an auto-reply then you'll have your proof). After the 14 days have passed you can straight go to court (first a Mahnbescheid or a EC261 collection agency who will take a commission). |
Originally Posted by zed3
(Post 10216480)
We used Condor for trips to friends in the US annually when we lived in NL. In 2012, before moving back to the UK, we were delayed flying back from LAS. Departure time from what I can remember was around 1630. We were all bussed to hotels for an overnight and given vouchers for food. Next day we departed around noon-ish for FRA. The reason was bad weather in FRA and it was bad as we discovered travelling back to DUS and NL.
We never claimed as we were accommodated reasonably. Nowadays, I claim if I can. I would think a two month window to see if they are going to payout is reasonable. They were good to fly with, albeit with our several Comfort Class experiences. We recently had cancelled long haul flights, also weather problems, with KLM and they paid up within two months. |
Originally Posted by rog747
(Post 10217275)
yes part of thomas cook - a reasonable airline and you should expect the EU compensation for this 5 hour delay on arrival at final destination (as long as this was on on through ticket)
If the journey was not on a through ticket then the delay on arrival at FRA is likely the deciding factor here - has to be 3 hours or more to qualify for compo the airline should have also fed them during the delays and the misconnex - if not keep receipts and claim any food and drink expenses Don't make it too complicated. All you need to do is to claim the EUR 600 + provide your bank account details + give them a reasonable deadline (14 days should suffice) + have a proof that Condor received your email (if Condor issues an auto-reply then you'll have your proof). After the 14 days have passed you can straight go to court (first a Mahnbescheid or a EC261 collection agency who will take a commission). |
It's now been more than six weeks since I received the acknowledgement from Condor of the request for compensation. AFAIK, the passengers have not heard from the airline (their email address is on the form).
Next steps? Enquire with Condor? Escalate to German officials? |
Escalate to Ralf Teckentrup CEO Condor Flugdienst GmbH. Condor Platz 60549 Frankfurt am Main Germany via registered mail. Document your claim, point out the 6 week delay, politely ask him to have someone investigate and action |
Email address is probably [email protected]. Try that first |
Not sure many CEOs have the time nor desire to be dealing with EU261 claims. It'll just sit in his office until a secretary reads it and sends it back to the relevant department.
I honestly wouldn't waste any more time sending something to the CEO. Go to the relevant authority or ombudsman equivalent in Germany and raise the claim that way. It has clearly gone on long enough to escalate it beyond the airline. |
CEOs certainly have the desire to deal with 261s, but they’ll deal with it when confronted. It works. |
I'll try writing to the CEO. I'm a writer, so it's easy for me. ;) Thanks, RevMan2, for the info. I'll try the email route. Need to contact the passengers first to confirm.
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