Strandet i jfk (delta)

Poster i 'ALLE ANDRE FLYSELSKABER' oprettet af CHA211, 20/6/14.

  1. CHA211

    CHA211 VIP medlem

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    Hej herinde.
    Havde købt en billet fra FLL - JFK - CPH med 2:41 timers layover i JFK.
    Delta har vist kørt priskrig med norwegian på den rute. Kunne have fløjet direkte med norwegian for samme pris, men valgte dl blandt andet fordi jeg regnede med at blive behandlet ordentligt i tilfælde af forsinkelser eller andet.
    Ved afgang fra FLL blev afgangen først annonceret en time forsinket. Og der blev derefter bordet til afgang kl 16:00 (efter planen 15:00) da flyet var taxiet ud klar til afgang fik vi så at vide at det var tordenvejr og at vi derfor ikke kunne lette. Efter halvanden times tid lettede vi endelig. Vi fik at vide fra piloten at de regnede med at hente næsten en halv time, så jeg var stadig fortrøstningsfuld.
    Det gik fint, vi landede i JFK, men så gik det helt galt. Der gik nu, hold nu fast.45 minutter med at taxi til gaten. Vi nåede her bl.a. At holde tilbage for flyet til cph, da det skulle lette. Jeg kunne se at der var både klm, air France og alle mulige andre europæiske fly, der ventede på deres aften afgang.
    Nå, endelig ud af flyveren for at checke status.
    Efter 45 min i kø til deres transfer desk, kunne jeg så få at vide at det bedste og eneste de kunne tilbyde var det samme fly som oprindeligt, bare 24 timer senere. Jeg spurgte insisterende om der ikke var andre muligheder med fx klm eller af. Der fik jeg blot at vide at det kunne desværre ikke lade sig gøre, fordi det var for sent.
    Jeg sidder nu i jfk. Delta ville ikke hjælpe med hverken hotel, transport, måltider eller andet.
    Så meget for at vælge dem fremfor norwegian.

    Har jeg urimelige forventninger eller har jeg grebet det forkert an?

    Det værste er at jeg skulle til min farmors 90 års fødselsdag dagen efter jeg skulle være landet. Det når jeg ikke nu... Er egentlig lidt træt det, når nu det var den eneste grund, der var til at jeg ikke tog en uge mere i Florida...
     
  2. Bizflyer

    Bizflyer Aktivt medlem

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    Når de selv er skyld i forsinkelsen skal de da tilbyde dig både hotel, transport og måltider.
    Eller er det kun i Europa? Det er i såfald nyt for mig!
     
  3. CHA211

    CHA211 VIP medlem

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    Hej,
    Det var også min opfattelse. Men de har stædigt holdt fast i at jeg ikke(!) har ret til noget som helst, idet de henholder sig til at vejret var årsagen til forsinkelsen.

    Jeg forsøgte at få dem til at give mig på skrift at de afviste at rebooke mig på en alternativ rute med tidligere ankomst. Men det ville de heller ikke.
     
  4. Henrik Olsen

    Henrik Olsen co-founder Redaktør

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    Reglen er at så længe selskabet har forbindelse til Europa så tæller det regelsæt.

    Det er lidt svært men jeg vil bestemt mene at der er en god og valid grund til erstatning grundet forsinkelse og at du ikke fik mulighed for at få en alternativ rute hjem. Desuden skulle de betale for kost/logi.

    Jeg vil klart klage over det og har du ikke modet og tiden til dette kan jeg anbefale www.airhelp.dk som er en service der klager for sig. De tager sig godt betalt for det (25% af erstatningen) men kun om der kommer noget ud af det og man slipper for at klage selv.

    Sig til om du skal bruge mere hjælp :)

    Hilsen
    Henrik
     
  5. obs

    obs VIP medlem

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    Her er hvad Wikipedia skriver om forordning EC261/04:

    http://en.wikipedia.org/wiki/Regulation_261/2004

    Men så er spørgsmålet om Delta kan siges at være baseret i en af EU-staterne?
     
  6. jefi99

    jefi99 Titanium VIP Member

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    Hvis din billet er solgt i EU, altså hvis du har påbegyndt din rejse i EU/EØS eller flyselskabet er hjemmehørende i EU, så er du dækket af 261/2004.
    Så hvis din billet hedder fx CPH-JFK-FLL-JFK-CPH er du dækket. Hvis du derimod har en billet FLL-JFK-CPH(-xxx-xxx), så er du på herrens mark.
     
    Henrik Olsen "Synes godt om" dette.
  7. CHA211

    CHA211 VIP medlem

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    Tak for jeres input, jeg er ved at skrive til delta Corporate. Når jeg er kommet lidt videre med det, så poster jeg herinde
    Billetten var CPH-JFK-FLL-JFK-CPH og den er solgt i eu
    Mvh
    Christian
     
    Flemming Poulsen "Synes godt om" dette.
  8. CHA211

    CHA211 VIP medlem

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    Så fik jeg skrevet til dem. Spændt på hvad de svarer, hvis de svarer.
    -------------------------

    Dear sirs

    Hereby sharing MY DELTA experience, which took place a few days back at FLL as well as JFK airports en route to Copenhagen.

    About myself I can say that I am a semi frequent traveller as I last year had 24 flights of which 11 were intercontinental. Throughout the years I have had various flight delays and cancellations and seen how different carriers handle those.

    At ordinary boarding time at FLL it was announced that due to traffic control, the departure would be delayed for an hour. Gate agents would start to rebook passengers with connecting flights to Paris. Boarding was announced for 4 pm departure. By the time boarding was completed and the plane pushed back, it was announced that we could now not take of due to rain. A few hours went by on the tarmac, before the plane finally took off.

    The pilot announced after take off, that the flying time would be favorable, it seemed that around 30 minutes could be cut off ordinary time, why I still had hope to make my connection bearing in mind that my original transfer time at JFK was 2 hours and 41 minutes. Before the approaching JFK, while the wifi was still switched on I logged on to delta and learned that I had already been bumped off the flight to Copenhagen and rebooked on a 24 hour later flight. I was concerned about that, as I was not pleased with a 24 hour delay. Even less so when knowing there are loads of other options to get from NYC to CPH. A lot of which with the SKYTEAM alliance. I needed to be in Copenhagen at latest 20 hours later than scheduled in order to be in time for my grand mothers 90 years birthday reception which was to take place in a remote village around 200 miles from Copenhagen.
    Finally the plane landed and on went a 45 minutes taxi to the gate.

    By the time the door was finally opened I rushed to the terminal I was instructed by DELTA ground staff to proceed to the “NEED HELP CENTER”.

    After a 45 min wait to get to actually talk to someone, I was told the following:
    Agent: You have already been rebooked. There is nothing more we can do for you.
    CA: Please look in to earlier options, 24 hours late is not acceptable for me.
    Agent: Copenhagen only has one flight pr day, why we can not do more for you.
    CA: Copenhagen is a hub airport with hundreds of flights a day, there are loads of options among others Air France, KLM, Alitalia and Czech airlines.
    Agent: Due to your missed connection being caused by weather DELTA can not offer rerouting. Only rebooking on original routing.
    CA: can you please give me a written statement stating that DELTA is unwilling to delay my arrival less than 24 hours, then I can proceed to purchase a ticket on another carrier.
    Agent: (prints out statement. Flight delayed due to weather, pax rebooked 1 day later)
    CA: This I cannot use I need a statement that this is the best DELTA is willing to do for me.
    Agent: We are not willing to give you that.
    Agent: Do you have bags checked.
    CA: Yes, two pcs.
    Agentl: Please describe the bags.
    CA: (Describe bags)
    Agent: (hands new boarding pass to me, middle seat assigned)
    CA: So given, DELTA is unwilling to rebook me to any of the other night flights, does DELTA offer any assistance or compensation for my 24hr unintended stay in NYC.
    Agent: As delay is due to weather we do not offer you anything.
    Agent: We are done.

    (By the way: the cart with drinks and snacks parked in a way so only reachable by people queuing up in the sky priority lane, is it intended to be available to the low maintenance economy class passengers as well?)

    At this point there was still another hour left before the KLM flight for AMS was leaving as well two hours for the Air France night departure. However with MY DELTA experience I was out of luck.

    Had to exit the terminal to the arrival hall, where I purchased wifi, in order to be able to make necessary arrangements for my over night stay.
    Given that DELTA would not surrender my bags, I was not able to travel home by Star Alliance carriers from EWR.

    Left the airport for my hotel in the city. When in the city I went online to purchase a domestic ticket CPH-BLL in Denmark, which would allow me to arrive appr. 4 hours late for my appointment.
    The next day, when online checking in for my 24 hour late flight, I learned that there were lots of isle seats and window seats available, thereby I realized that the NEED HELP CENTER agent had done her utmost to make sure I had the full DELTA EXPERIENCE, by assigning a middle seat to me.
    Also I learned that DELTA was now seeking volunteers for the flight. I figured that someone at DELTA could now be interested in helping me as this could release my seat on the CPH flight, thereby saving DELTA money.
    When from overseas it is costly to use ones cell phone in the US, in my case price pr. minute is around USD 2. Thereby it is not very appealing to be on hold for too long time.

    I Called DELTA immediately to suggest that DELTA would reroute me to BLL as this would allow me to arrive to my appointment on time, I checked that such tickets were still for sale on line.
    After wait of around 25 minutes I finally got to speak with an agent. As apposed to the NEED HELP CENTER agent, the call center agent seemed both able and willing to help me with my situation. Agent found available flights for me. And asked me to confirm that I wanted to proceed with the changes. Unfortunately, at this same moment the connection was lost. I decided to rush back to JFK. At arrival in JFK, I learned that the changed had not been ticketed, thereby I was still stuck with the 24 hour late arrival. Proceeded to the rebooking desk and from here I was directed to a special needs desk. Still nothing they could do, this was however the first time anyone from DELTA told me they were sorry about the situation.

    So, flight went by and I arrived, 24 hours late in to Copenhagen.

    To my surprise my bags had actually made it onto the flight with me. I grabbed the bags and left the airport to drop my bags at my home, before heading back for my domestic flight.

    I have now returned home and had the chance to open my bags. Unfortunately my brand new Travelpro spinner was damaged while in the care of DELTA. As I was in a rush, I did not check it thoroughly before leaving the airport. Lesson learned.

    This was a brief summary of MY DELTA EXPERIENCE.
    I would like to know if DELTA finds this to be in line with DELTA policies, regulations etc.
    Obviously I would find it reasonable if DELTA would take care of my damaged bag. Please instruct how to proceed this matter.
    I would like to get DELTA’S view on the following: In the future which should be my reasons for, at a later stage choosing DELTA over a low cost carrier such as Tiger Airways, Air Asia or Ryan Air?

    Best regards

    Christian Andersen
     
    Flemming Poulsen, THammer og Henrik Olsen "Synes godt om dette"
  9. Schwert

    Schwert Grumpy old men RULES!!!

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    Mangler du ikke lidt henvisninger til 261/2004 hvor du forespørger på deres fortolkning af gældende lov contra din billet??

    /Schwert
     
  10. jefi99

    jefi99 Titanium VIP Member

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    Jeg ville have gjort det markant kortere, blot opridset at med reference til EU261/2004 (evt med ref. til McDonagh-sagen) kræver du dine omkostninger til hotel og mad dækket, og at det kunne have været undgået med ombooking. Det med din bedstemor og hvor ofte du flyver etc er helt irrelevant i juridisk sammenhæng.
    Vejr er en lovlig undskyldning for flyselskaberne, så du skal argumentere godt for også at få kompensation. Men husk at det er dem, der skal dokumentere, at vejret var årsagen til forsinkelsen.
    Og sidst men ikke mindst ville jeg have skrevet brevet til Delta's danske kontor/GSA, eller i det mindste et i EU, da de formentlig er lidt bedre kendt med EU261/2004.
     
    Senest redigeret: 24/6/14
    Schwert og Flemming Poulsen "Synes godt om" dette.
  11. clager

    clager Platinum VIP medlem

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    er nyt medlem
    første post

    lidt i samme situation
    købte 2 economy billetter på UA hjemmeside CPH Hawaii - UA routing
    sas codeshare til London var 2 timer forsinket så flyet til US var afgået - havde 1t40m til transfer
    ombooking af flyselskabet til DL fly 2 timer senere. DL ville ikke anerkende billetterne sagde de fejludstedt og nægtede boarding I LHR
    hotel og fortæring LHR betalt af flyselskab men faktum er vi ankom 24 timer senere til destination
    hvem ville i bruge airhelp.dk eller flyforsinkelse.dk med 25% fradrag no cure no pay eller UA/SAS til at få kompensation
     
    Henrik Olsen "Synes godt om" dette.
  12. HBrandt

    HBrandt Nyt medlem

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    Jeg ville helt klart starte med at skrive kort og præcist, (inklusiv hvilken kompensation du forventer) til UA via deres hjemmeside - der går nogle gange mellem 7-14 dage før du høre fra dem , men hvis dine argumenter er præcise og tydelige, så plejer UA at ryste op med en ordentlig kompensation. Vær forberedt på at de som regel udskrive kompensation some "flight certificates", men disse kan veksle ved at ringe til deres kundeservice og lidt tålmodighed.
     
  13. Flemming Poulsen

    Flemming Poulsen VIP medlem

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    En anden mulighed kan også være at bede om bonuspoint hos dem der svarer til rejser for det beløb du der forventes. Disse kan nemlig også bruges til rejser med andre en UA...
     
  14. clager

    clager Platinum VIP medlem

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    tak for input - prøver først UA
     
    Henrik Olsen "Synes godt om" dette.

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