EU airline passenger rights

[Scott Fraser]

A few weeks ago after completing the Camino Portuguese I was scheduled to fly back to the US on Iberia from Madrid. Our departure was delayed numerous times, and I eventually arrived at my destination 10 hours after the originally scheduled arrival.

About six hours into the delayed departure I decided to Google “EU airline passenger rights” and much to my surprise I found that they are many instances where EU based airlines are required to pay compensation to passengers who are delayed, denied boarding or subjected to flight cancellations. More info on details here: https://europa.eu/youreurope/citizens/travel/passenger-rights/air/index_en.htm

As directed by the EU regs I filed a complaint with Iberia and within days Iberia adjudicated the complaint and awarded me Eu 600. It was fast and easy.

The flight delay was Iberia’s bad, they’re handling of the complaint could not have been better.

Pilgrims traveling by air to and from the Camino should be aware of these rights and exercise them when appropriate.

Note: the first thing that popped up on the above referenced Google search was a series of sponsored ads for companies who will handle claims for you. The fees are high, 35%. My experience is that this is one thing where it pays to do it yourself.

 

[Anhalter]

As directed by the EU regs I filed a complaint with Iberia and within days Iberia adjudicated the complaint and awarded me Eu 600. It was fast and easy.

Glad to hear that everything went smoothly (at least with the compensation). My personal experiences are a bit different, and i heard not just one story of the airline fighting tooth and nail to not having to pay. No experience with Iberia, maybe they are the exception to the rule. With Lufthansa, which some still regard as a quality airline, i had to get a collection letter (that the right term?) from court to have them cough up the money.

Anyways, good info to share.

 

[Corned Beef]

I had an issue with Vueling which I mentioned earlier in June. I did have a few hoops to jump through including referring the matter to arbitration.

I was only looking for the cost of the alternative flight I had to book, but got €250 compensation on top. If only they had sorted the problem earlier, they wouldn't have needed to pay the compensation - but it comes automatically if the airline has broken EU rules.

Post in thread 'Problems with Iberia and American Airlines (standby seats and lost luggage)'

Jun 4, 2024

As above, there are rules which they are happy to break if the cost of doing so is less than the (actual) compensation cost. Easyjet are usually very good.

Currently having a dispute with Vueling and Iberia who are a) part of the same group and b) do not take part in the EU Alternative Dispute Resolution.

Aviation ADR | Airline Flight Complaints & Dispute Resolution | UK

If you have been on a flight that has been delayed or cancelled you may want to make a complaint. Use Aviation ADR to resolve your dispute

www.cdrl.org.uk

What they cannot avoid if your problem was in a UK Airport was the UK's CAA scheme. So if you have the time, the inclination and the issue was flight into/out of a UK airport then have a go. It may not result in anything but at least they...

• Corned Beef

• 

 

[henrythedog]

Delighted you did it yourself. I tried the same with a Austrian earlier this year and got the typical airline runaround. I put the matter with ‘flightright’ at 30% commission and got the balance paid in ten days.

 

[JustOneGuy]

Something very similar happened two weeks ago to my son leaving from here: his flight was delayed by one day. The reason was quite surprising to me: one of the cabin crew didn't show up and therefore, after a few hours waiting, they had to cancel the flights of 14 random people because of "safety issues". I guess that for each cabin crew missing, a certain number of passengers must be denied flying because it is impossible to attend the evacuation for everyone.

Results: 500 euros in his bank account a few days later. Iberia Express this time. Not bad!

Let me add that Iberia has improved quite a bit in recent years (and I fly with them regularly). I remember a terrible fight with an extremely rude checkin attendant years ago at FCO (Rome). But lately they have been improving. A lot.

Flights are always on time, and although they don't have the kind of faux mannered courtesy that you see in other countries, they do solve your problems in the end.

Which is what counts.

 

[Kiwi-family]

Now I'm kicking myself for not filling in the complaints form when we waited over two hours for bags to be unloaded in Madrid, only for the baggage handlers to decide they weren't doing anything that night! I had my pack but not the big box of cheese I had bought to take home. It actually suited me to not have to carry it around the city so I didn't file a complaint. It sat unrefrigerated for three days but survived!

 

[jflorez]

I had an issue with Iberia where they cancelled my flight via e-mail notice approximately 30 days out from my trip to Madrid. Other than the cancellation e-mail, they made no further effort to provide me with any alternative solutions to my cancelled flight. They refused to refund my flight citing 'issues outside of their control' (though with no further detail). I sought relief through their online customer service claim forms and over the phone. After an internal "investigation", to which I was not provided any details, they denied my claim and called the issue closed. Furious, I went online hoping for answers, and discovered the US DOT has a process by which you can file a consumer complaint for a carrier (both national and international - provided flight departs or lands in the US, of course) not following the US regulations for flight cancellation and refund process. Within a week of filing my complaint with the DOT, I was contacted by Iberia and informed they were investigating my complaint. Within two weeks I was fully refunded. It's unfortunate that this process for US citizens isn't more widely publicized and known. Due to the way in which the whole process was handled, I won't book with Iberia for any flights I purchase months in advance.

Of course, as with everything, "your mileage may vary".

Link: US DOT Consumer Complaint

 

[Hiawatha]

Certainly not my experience; unfortunately.
Ten hour delay from Malta to Rome flying Ryan Air , no compensation, nothing but prevarication and denial .
The extra costs in my situation were high , missed hotel bookings and transport connections . Due to heavy demand the only room available was at a Hilton hotel , something I didn't really budget for .
Ryan Air really isn't my favourite airline !

 

[trecile]

In addition to monetary compensation for flight delays that are within the airline's control, the EU 261 rules also require airlines to provide meals for long delays and hotel rooms for overnight delays.

https://www.nerdwallet.com/article/travel/eu-261-compensation#non-financial-amenities-guaranteed-by-eu-261

 

[HJPZ]

Air France was just as easy a few years ago. At their webpage, there was a section for making your claim and it was very easy and prompt.

 

[henrythedog]

Certainly not my experience; unfortunately.
Ten hour delay from Malta to Rome flying Ryan Air , no compensation, nothing but prevarication and denial .
The extra costs in my situation were high , missed hotel bookings and transport connections . Due to heavy demand the only room available was at a Hilton hotel , something I didn't really budget for .
Ryan Air really isn't my favourite airline !

Was it recently? If so, engage one of the blood-sucking no-win no-fee agents. I used ‘flightright’ who were very easy to deal with.

 

[Tincatinker]

I’ve always admired the blood-suckers. Their sheer determination to earn/achieve their 30%. To spend most of their lives in a small crack in a wooden bunk bed frame waiting for lunch. Their ability to extract what is due after just one phone call and 10 minutes on-line is admirable

 

[Hiawatha]

Was it recently? If so, engage one of the blood-sucking no-win no-fee agents. I used ‘flightright’ who were very easy to deal with.

Too late alas , but thank you for the advice .
It was after my marathon Camino Francigena in 2018 . I had a few days to spare and so went to pay respect to the graves of my ancestors .