Helen asks…
Airline “goodwill” gesture of Miscellaneous Charges Order (MCO)?
Hi,
Qatar airways flight from Manchester to Cebu via Doha 12th July 2010. My wife and son were delayed in Manchester..This meant that they missed their connection. Qatar staff treated my wife and other’s with very little respect. Given bare minimum of hotel stay…food voucher (with restrictions) and 1 (supposed to be 2) phone call. The next day she was diverted via Manila (I paid extra for her luggage to go from BHD to Cebu). However due to regulations in Philippines she was forced to get her baggage in Manila.
Unforeseen weather in Manila meant a further 3 hours wait at Doha airport the next day. I thought they should have put her on direct flight for Cebu the following day. They did not agree.
Bear in mind she’s travelling with our 2 year old but received no priority treatment. I know it was only economy but a 2 year old child FGS!
I complained citing EU Regulation 261/2004 regarding delay as I needed some angle to really get to them.
They have eventually replied with an offer of $250 USD each for my wife and son. This must be spent on their services. The EU law states €300 each for the delay of >3 hours but < 4 hours.
This law is being challenged right now and it could be 2 years before it is ruled upon. The law says technical difficulties are not unforeseen. Again airlines dispute this.
Should I take the money and run? Should I put in a claim and wait for the EU high court ruling? Or should I hit them with a counter offer?
Their offer is tempting but doesn't cover it as far as my wife is concerned. I'm more concerned with what they are compelled to do about it, not what they should do.
Any experts out there?
Hi in response to your answer. First of all thank you.
Your tone seems to indicate that you deal directly with irate passengers. My wife’s flight was delayed in Manchester due to technical issues. Meaning she missed her connection from Doha to Cebu. Therefore technically she is entitled to compensation.
A hotel stay was the bare minimum expected.
I am Not complaining about the delay from Doha to Manila… that weather issue is an unforeseen circumstance.
Yes there are direct flights from Doha to Cebu 3x a week.. I was arguing that they could have easily given her one more night at the hotel and she could have flown directly the following day.
If the Airline is so innocent why do you think they have offered $500… I doubt very much it was out of the goodness of their hearts.
Please do not ever imply that I need to shut up. If you want to help then say nothing.
On the other hand if you REALLY want to help then do.
Damn
Hi in response to your answer. First of all thank you.
Your tone seems to indicate that you deal directly with irate passengers. My wife’s flight was delayed in Manchester due to technical issues. Meaning she missed her connection from Doha to Cebu. Therefore technically she is entitled to compensation.
A hotel stay was the bare minimum expected.
I am Not complaining about the delay from Doha to Manila… that weather issue is an unforeseen circumstance.
Yes there are direct flights from Doha to Cebu 3x a week.. I was arguing that they could have easily given her one more night at the hotel and she could have flown directly the following day.
If the Airline is so innocent why do you think they have offered $500… I doubt very much it was out of the goodness of their hearts.
Please do not ever imply that I need to shut up. If you want to help then say nothing.
On the other hand if you REALLY want to help then do.
Damn
answers:
I am a gate/ticket counter agent for an airline. Airlines are Never ever ever ever ever responsible for weather delays, EVER. If a delay or cancellation is caused by weather, you don’t get ANYTHING, you are on your own 100%. This is stated in the law. No passengers are given priority treatment, it’s all based on who is next in line. You can’t cut the line, no matter how old your children are. Also, it’s not the airlines’ fault that the Philippines have different customs laws with baggage, and you didn’t pay extra to check it all the way through – you paid for them to handle the bag no matter where it goes.
The only time when passengers are entitled to compensation is when the delay is caused by something such as an aircraft mechanical. The law states that they either need to give them money, or hotel/meal vouchers. Since she took the hotel voucher, she is not entitled to any more compensation.
Maybe they looked into putting her direct but the flight was already full so they couldn’t confirm 2 seats?? Do they even have direct flights to that destination from that airport???
Just take the $500 flight voucher, they are just giving that to you to shut you up. The flight delay law does not apply to your situation.
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Sorry, but I help you. not the happy hardcore helpline lol. Try asking on Yahoo Answers or perhaps a happy hardcore forum.
One bad travel agent, or perhaps, lack of planning… The most it should take is 21 Hours including 4 hours break… In case of East Coast residents, we got direct flights namely Jet airways, continentals, and Air India… Of Course, British Airways is cool too.. With stop in London, and then on to India… You guys obviously took some Chinese plane to Hong kong, which also took you to singapore, and from singapore, a domestic flight “Indian” which is not an international flight (few exception)
This person already made a catastrophe out of Yahoo Answers….now she/he/it is going to do the same here!
question on Yahoo Answers actually exists! That, just, ….wow
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