Delayed Flight Compensation?

Hi team,

Having been on the wrong side of the current situation, I have had the misfortune of being delayed in the US. The delay lasted 5hrs and I'm fully aware that this was a wide spread problem!

Having looked at the web page regarding this problem, I can't but help thinking that I should have been compensated in some way.

VS Site

Don't get me wrong, I know that VS will say the delays are not their fault. But, the web page does not state in any way that you will not be compensated if it is not the fault of Virgin. To be honest, how do we know if the delay was their fault or not? We just go on their word. I have emailed customer services many many times in a constructive manner, but I've not received one single reply.

Any info ref to this problem will be gratefully accepted.

AC.

[HighFlyer]

As far as i understand it, and ISTBC, but for a delay of 5 hours for EU originating airline flights you are entitled to reimbursement of the cost of the ticket and a return flight to the first point of departure. You are also entitled to suitable meal/drink vouchers and two telephone calls/faxes/emails.

Were you offered any/all of this?

Thanks,
Sarah

[Nottingham Nick]

Force majeure?

Nick

[Decker]

From the link you posted

Compensation will not be offered if the cause of the cancellation is beyond the control of Virgin Atlantic, or for cancellations which could not have been avoided even if all reasonable measures had been taken. This includes ... security risks.

Thanks for the speedy reply guys. I did not see the section on denied compensation.

It does make me think though.... They have covered all bases in that section. How does someone get compensation apart from being bumped off the flight?!

All I was after was a cuppa and a snack! Sitting around departures for 8hrs is not top of my list of fun-factor things to do! Are profits at such a low that they can't cut some slack for the paying customer?

AC

[HighFlyer]

If your delay was due to recent events then i think its a case of all bets being off, as its not a case of one flight that is delayed (and delayed due to standard reasons - plane going tech and what not) but a case of stuffing up most of the UK's flight operations. If it were, i am sure you would have been compensated sufficiently. Over the last week or so, most airlines had delays, some even had to cancel flights. It has really been a mess for all of us, so definately force majeure in the airlines case.

I agree that a free drink or meal would be the decent thing for the airline to do in your situation, but given what the airlines have been through this week, i think getting back up and running efficiently has been top of the list. I dont think the situation has been fun for anyone involved.

Thanks,
Sarah

Hi Sarah,

You've just about knocked the nail on the head there.

Apart from one thing. Like I said before, could there be any reason for compensation to be handed out apart from being bumped off? Well the tech issue you commented on is covered in the 'get out' clause!

'technical faults with the aircraft that may affect its safety' does not entitle you to compensation.

Now I work on aircraft, and I know that a worn tyre missed on a turnaround servicing comes under this area. I'm pretty sure they wouldn't admit any blame on that one!

Basically, I'm just saying you have to look after the people that pay good money to fly with your company. Even little things like this can put you over the edge and jump ship! As it happens, I'm pleased with the overall service from VS. But you always remember the rough times don't you.

All the best,

AC

VS does offer more generally to delayed passengers than the EU regs mandate... and certainly it is normal during a long delay to get refreshments at the gate/ on board no matter what the reason is.

However the recent events stretched everything to the limit.

I'll not comment on your particular flight, as you've said you've contacted Customer relations so they'll get back to you with all the details (I guess it'll take a long time after the huge numbers of passengers affected)...

However at LHR when I volunteered to work we were telling people that although normally we would offer 'Refreshments, hotel accomodation etc' under such circumstances, as the situation at the airport was so dire we were simply unable to offer this to everyone... in the end we tried to help those most in need first (the elderly, famillies with small children).

I'm very sorry for your delay, but glad we got you to your destination... unfortunately people that arrived within 10 hours of their schedule (the vast majority of VS Passengers) did alot better than those who's airlines were forced to cancel many more flights.

Hi All
Maybe someone can enlighten me as to whether or not i should attempt to get any type of compensation for my delayed flight to JNB on Friday 4th Aug?
I have not contacted Customer services / relations yet.
The flight was delayed by 13hrs and left the following morning at 08h00.
I did find out on the morning of the flight (Friday) that it would be delayed - and called Flying Club (Gold). They said that they had not heard anything to the contrary but would call me. Needless to say i was given an update by someone at VAA at T3 to say it would not leave before 03h00 on sat 5th Aug, but would probably leave at 08h00.
No call from VAA so I called FC again about midday and asked whether there was any chance of being put on another airline and was told not!(I had 2 x Z class tickets booked for my wife and myself).

I said ok and that i would check in the following am - which i did.
I was given the distinct impression by check in on the Sat am that i should have checked in the previous day!![V] - even though i saved VAA the cost of a hotel room.
Anyway, i am back now, and none of our outbound flight miles were credited!(i can do that on line i know!)
Any ideas amongst you gurus ?? or do you think that the Bases will be covered by the small print clauses!!!

Cheers

Richard

^ I believe if you'd checked in on the original day of departure you would have been issued with a letter explaining the situation re compensation.

Pax were given a hotel/meals/phone calls ((or emails/fax)), in addition to this they were also given the choice to cancel their booking on the flight and get a refund as it was a delay over 5 hours.

If my memory serves me right no pax were rebooked onto other airlines.

I don't know if any other comp was offered in terms of mileage - i don't believe it was but if they did offer normally you would've needed the original copy of the letter issued at check in.

That day was full of delays and cancellations from most airlines - weather problems on the US east coast AND Hong Kong had airlines with aircraft all over the world in the wrong place!