I flew back to Manston from Barcelona last Friday, EUJET the airline emailed me at 9.32am the day before to tell me the flight would depart about 3 hours late at 17.25 on the Friday.
Turned up at Barcelona airport and we were given a two euro meal voucher, were denied and phone call or email facilities and were denied any information or leaflet about the compensation.
The check in clerk wore an Iberia badge and just told us to contact the airline.
How could we? We didn't have their phone number, in any case it would have been expensive as they genereally don't answer the phone for a long time, you are just kept on hold for half an hour or more.
The Eujet.com website has no address for complaints, the so called Customer Service phone number says they really only sell flights not deal with complaints and I went up to the Manston Airport today to be told that
Yes Customer Service is based here but they are not allowed to talk to passengers either in person or ont he phone.
It is very obvious that Eujet are trying to make it impossible for passengers to claim compensation.
What can be done?
I thought of writing to the Air Transport User Council but then wondered if the compensation claim can be handled by the local County Court?
EUjet Ops Limited
debis AirFinance House
Hope that is of help to you
Print off the booklet available via my signature Page 17-21 contains details on your new rights for delayed / cancelled flights.
Anyway I recently downloaded and printed the EU Regulation about this and it seemed to me from reading it that even if they informed me the day before that there would be a 3 hour delay then they would still be liable to pay the compensation, 250 euros for a flight up to 1500kms and more than a 2 hour delay within the EU.
Is this not the case? Have I misunderstood, its quite likely. Many apologies.
There will be no statutory compensation for passengers whose flights have been delayed but airlines will be obliged to offer meals, refreshments and hotel accommodation where applicable together with a refund, if the delay lasts for at least 5 hours.
The new rules will be phased in and will be fully applied by 2005.
(a) after a delay of 2 hours on a flight up to 1,500 kms; 3 hours on a flight of 1,500 - 3,500 kms; 4 hours on flights longer than 3,500 kms - passengers will be entitled to free food, drink, phonecalls and emails
(b) after a delay of 5 hours passengers will receive a full refund if they decide not to use the flight
(c) if a flight is delayed overnight passengers are entitled to free hotel accommodation
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