Mar 222018
 


For those who might not be aware, the European Union (EU) has a regulation known as EU261 which mandates that airlines pay you cash compensation for flights to/from Europe that suffer lengthy delays or cancelations. Basically the compensation ranges from 250 to 600 euros, based on the length of the delay and length of the flight. Longer flights (generally intercontinental) receive the higher payments as do ones with longer delays or cancelation.

Sound too good to be true? It isn’t really. I’ve had it paid multiple times. However, airlines being corporations they do devote a significant amount of time/energy to legally trying to worm out of paying you. Some airlines, however, are great about this. I thought I would outline some of my more memorable experiences, and seek your feedback on yours.

Blah, blah, I’m not a lawyer, this isn’t legal advice, and my experiences might not match yours.

Brussels Airlines: My very first experience with EU261 was with Brussels airlines. I had arrived in Brussels on an overnight redeye flight on United, connecting onto a Brussels Airlines flight to Cotonou, Benin. After about an hour of delays, the dreaded “cancelled” popped up on the gate monitor. Brussels was kind enough to send those of us in business class back to the lounge, and showed up shortly with hotel and meal vouchers. 24 hour delay, flight would go the next day. When we got to the gate next day, there was a pre-filled letter for us to add some details, and that was it. They actually encouraged us to apply for, and although it took nearly three months they did pay, the required 600 euros for this delay. WELL DONE!  GRADE: A

American Airlines: Long story short, my Chicago to London flight arrived late leaving me only 30 minutes to connect to Accra, Ghana on British Airways. While we were in flight, American had decided FOR ME that this wasn’t enough time, and rebooked me…the next day…IN COACH. As soon as the agent told me this in the jetway upon deplaning I decided to run for the gate. I made it with 100+ people still to board, but they had given away my seat and the flight was full. BA would do nothing. Fought with the American transfer desk for an hour before giving up and going to the lounge where an amazing agent took care of me. American corporate, however, refuses to pay EU compensation, arguing that I “wasn’t late” because my flight was on time. After nearly two years of arguing the best I got was a crummy $100 voucher. I tried appealing it through multiple firms, and none of them could get American to pay. FAILING GRADE, and a large part of why I won’t fly American unless necessary. GRADE: F

United Airlines: London to Washington Dulles, 4pm flight canceled. They offered me coach (I had been booked in first) in a middle seat 15 hours later…easily qualifying for 600 euros. United claimed they were not obligated to pay since they offered me economy within 3 hours. (False, since must be in the same class). They quickly, however, offered a $400 voucher with little argument. Given it was pretty easy to get and I knew I could use it, I took it. GRADE: C

TAP Portugal: Praia, Cape Verde to Lisbon to London to Washington DC. Similar to American above, my TAP flight arrived in Lisbon late, with only 30 minutes to connect. I didn’t find out until boarding my connection to London that they’d already given away my seat and “the computer won’t let us put you back on it.” Similar to American, TAP refused to pay compensation because “we offered you another option” which was in business class and not first. Round and round and never got a penny of of them. Yes, legally the case is air tight, but I’m not exactly about to file a case in Portuguese court for under $500. I have a chain of over 200 emails on this one, and nothing will get them to pay. GRADE:  F

SATA Air Azores: my Azores to Boston flight was cancelled, and I was put on one two hours later – not enough to qualify for compensation. However, delivering me to Boston late caused me to miss my connection to DC and arrive DC nearly eight hours late. Instead of paying the required 400 euros, SATA decided (in a chain of over 200 emails) to play lets make a deal. First they offered me a 100 euro voucher. Then 200. Then a free one-way ticket in business class anywhere they fly. After rejecting all their offers the finally offered a “goodwill payment” of only 300 euros. I decided to cut my losses at 200 emails and take it. Of course, when it appeared in my account they shorted me nearly 10% on the exchange rate, but at this point it was enough. So, I got 75% of what I was entitled to with a lot of pain….GRADE:  D+

Lufthansa: DC to Munich and then Cairo. Arrived in Munich right on time, departed Munich with a 3 hour 15 minute delay. Arrived at the gate in Cairo precisely 3 hours an 2 minutes late…but Lufthansa was crafty and listed the official arrival time as only 2:58 delayed. It took them a month to answer my email, but when they did all they asked for was my address and promptly cut me a check for the full 400 euros with no questions asked. I assume it will actually arrive.  GRADE: A+

Have you applied for EU261 compensation? Did you get it? How easy was it?

Feb 072014
 

See, there’s a reason I didn’t give much more info in the title of this entry.

Initially, I had a placeholder booked, hoping that closer to the date of return, I could improve on my routing. The initial (admittedly terrible) plan was:

Praia, Cape Verde (RAI) to Lisbon, Portugal (LIS) in TAP Business
Lisbon, Portugal to Geneva, Switzerland (GVA) in TAP Business
Geneva, Switzerland to Montreal, Canada (YUL) in Air Canada Business
Montreal, Canada to Toronto, Canada (YYZ) in Air Canada Business
Toronto, Canada to Newark, New Jersey (EWR) in United Express First
Newark, New Jersey to Washington, National (DCA) in United Express First

Yeah, I’m serious. I was mentally preparing myself to fly that just in case it came down to it. Fortunately, about a week before, award space opened up, and I switched to:

Praia, Cape Verde (RAI) to Lisbon, Portugal (LIS) in TAP Business
Lisbon, Portugal to Brussels, Belgium (BRU) in TAP Business
Brussels, Belgium to Washington, Dulles (IAD) in United First

Yes, I was using miles for United First, but it got me home nearly 8 hours earlier. Plus, my connection in Lisbon would only be an hour, and about 1:20 in Brussels, so much better connection times. Life was looking up!

Little did I know, my favourite furry friend was about to pay me a visit.

drama-llama

But, I’m getting ahead of myself.

Got to Praia Airport approximately two hours before my flight, because TAP wouldn’t let me check in online and I wanted to try and get a decent seat for the 4 hour middle of the night redeye in economy seats. Blech. There were two check-in lines, one for business and one for economy. However, with no business passengers, all the economy people were filling up both lines. I walked to the front, told the check-in agent business class, and she said she’d help me next. Yeah, that went over really well with the others in line…they were on the verge of rioting. No way was the white guy going to pull the “I deserve service before you card.” Fortunately, the agent had my back, as did the rather rotund Lebanese gentleman who arrived for the business class line a minute later. Soon I was checked in, and ready to head to the lounge.

Only, there is no lounge. Just an immigration queue that was nearly 20 minutes long, and somewhere around 30C plus with no breeze in the room. And only two agents working, both of who were preoccupied with mothers with small children who lacked proof that daddy was ok with them taking the children out of the country. 20 minutes became 30 minutes, became 40 minutes, and finally we were through.

Security was next, which took 5 minutes. Well, it WOULD have taken five minutes if one of those small children hadn’t decided they would go for a stroll…right through the metal detectors…and mom ran after them. The entire terminal was emptied….nah, just kidding. Only TSA would pull that. These guys just shrugged and kept on processing people. Mom finally appeared over five minutes later, and they just waved her through. Uh, you know you never checked her…right? Ah, Africa…how I’ll miss you.

So now, we’d wait. The plane had left Lisbon 20 minutes late, meaning best case my connection would be down to 40 minutes.

Thus, I went to the lounge to wait.  Ooops, no lounge, just one large room filled with TAP and TACV passengers.  Nearly 500 people on delayed flights who were getting anxious.  So, I did the only thing I could do, I visited the snack shop, aka “Nice Burger.”    I used google translate to say “can I pay US dollars for a beer”  yes, I could.  It was time for a beer.  10 minutes later, it was time for another.  When the crowds started getting rowdy, I opted for a third…only there were no more.  This explained why people were getting increasingly agitated, and there was lots more yelling and pushing going on.

IMG_2980

Finally, our plane arrived, and if they could turn it around in 30 minutes, we’d only be 20 minutes late.  20 minutes came and went, and we still hadn’t boarded.  Then, they announced boarding would begin…but they didn’t announce if it was for the delayed TAP flight or the 3+ hour delayed TACV flight to Paris.  So naturally, all 500 people swarmed the agents at once.  Eventually, it was sorted.  BOTH flights were boarding, from two doors less than 5 feet apart.  The agents were having a hell of a time trying to sort out the passengers, but somehow…it happened.  I breathed a sigh of relief when I finally got on board.

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Nov 162011
 

Awake early, and out on the last segment of the trip. Lisbon to London was the last segment of the ticket from Mozambique, and ended it all with a one-way award from London to Washington. For a trip that was this big of a deal for me, I wanted to make sure I ended it right, and that meant an award in first.

We completely skipped check-in since we still had boarding passes from the previous day, and headed straight to security which was quick and a complete non-event. We hadn’t been to LIS in about five years, and were pleased to see there was a new TAP lounge. Had some good munchies for breakfast, and soon it was time to board.

TAP flight 354, Lisbon to London Heathrow
Depart 7:40 Arrive 10:30, Flight Time 2:50
Airbus A320, Registration CS-TNS, Manufactured 2009
Seats 2A, 2B

Not too much to say about this flight. It was completely full in both classes. Service was efficient and we got everything we needed (which was mostly a couple diet cokes and a bit of rest) and the flight flew by. We circled for about 15 minutes just west of Heathrow, and landed just about 5 minutes late – not bad at all.

The end of this segment really brought home the reality that the trip was finally over. Matt was staying in London, and I was back to DC. Having never taken a trip over 16 days before, I was amazed how a trip twice that long just flew by. I guess that’s the perfect sign that it lived up to all expectations and was an amazing time!

Chilled for a bit in the Star Alliance Lounge at Heathrow (where the staff was unusually cold – no bacon rolls today!) and then it was time to board the final segment of the trip. At least there was some decent self-serve champers in the lounge!

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