Last edit by: cur
(C)UR('S) GUIDE TO EC261 COMPENSATION AND WS(( )) = info needs to be filled in and/or fact checked
Applicability of EC261
EC261 bases compensation on multiple variables; distance, origin+destination, and length of delay. Ws flights fall into one category: ex-EU and greater than 3,500km. Therefore EC261 applies to any WS flight to Canada departing from an EU member state such as LGW
Reasons for claim
-Denied boarding (due to overselling, down-gauge, or error on part of airline)
-Cancellation that leads to you arriving to your destination late (see delay)
-Delay longer than 3 hours
Delay is measured as the difference between scheduled arrival time and the time the cabin door is opened after arriving at the gate
What you are entitled during/the carrier's duty of care
-For WS delays from EU over two hours "passengers must in every case be offered free meals and refreshments plus two free telephone calls, telex or fax messages, or e-mails"
-For delays longer than 5 hours, "passengers may opt for reimbursement of the full cost of the ticket together with, when relevant, a return flight to the first point of departure."
(source: http://eur-lex.europa.eu/legal-conte...URISERV:l24173 )
What you are entitled after
-Denied boarding: 600euro plus care from the airline if you must overnight
-Cancellation of your original flight leading to a delay longer than 4 hours: see delay
-Cancellation of your original flight leading to a re-route leading to delay more than 1 hour and less than 4 hours: ((50 percent of the delay compensation?))
-Delay:
--3-4 hours: 300euro
--4+ hours: 600euro
Exception for cash compensation: extraordinary circumstances
If the following directly caused your denied boarding, cancellation, and/or delay, it is considered an extraordinary circumstance and therefore exempts the carrier from compensation
-Terrywrism
-Security risks
-Extreme weather such as thunder storms halting ground operations or volcanic ash (see faq)
-Civil unrest
-Industrial action
-Hidden manufacturer defects
What is not an extraordinary circumstance?
-Mechanical issues except those caused by hidden manufacturer defects or other extraordinary circumstances
-Airline short staffing or crews timing out due to crew duty hour regulations
-Denied boarding due to an oversell or down-gauge
-Weather at down-line stations affecting your (later) flight (see faq)
Where to contact and how
thewishy had success emailing FacilitationTeam [[at]] westjet period com
For every event and irregardless of number of pax you should submit one (1) single piece of written correspondence that is lucid, factual, and succinct. Keep it short and don't get emo. It must state your claim, state what you are entitled/what you are claiming, and why you are entitled (ie: the EC261 regulation). You must clearly imply or explain that you will not accept anything less than what you are entitled, unless, of course, you want to accept less?
Submitting copies of your ticket(s) (containing e ticket number), reservation, and boarding pass(es) is not compulsory. Failing to provide proof of your ticket, res, and/or boarding pass does not invalidate your claim for compensation.
Use this form letter or write something close to it. Note the succinctness
Processing time
30-60 calendar days, from when you send your email to receiving the check in the mail. This is very fast by ec261 standards.
How late can I apply for compensation/statute of limitations?
Statute of limitations in the UK is six (6) years
Appeals
If ws rejects your first or second or xth attempt:
-they could be right and you are wrong
-you could be in this 3-4 hour delay grey area (see "What you are entitled after" -Delays), or;
-you are not asserting your claim properly. See the faq below.
However if you are positive that you are entitled compensation and your claims were properly submitted, you can appeal to the UK CAA's Pax Advice and Complaints Tribunal (PACT).
https://www.caa.co.uk/Passengers/Res...-CAA-can-help/
Further reading
http://eur-lex.europa.eu/legal-conte...4R0261&from=EN
http://www.thisismoney.co.uk/money/h...-261-2004.html
FA-Q:
Q: Are weather delays down line that cause late inbound aircraft actually extraordinary circumstances and therefore a legitimate cause ws to deny my claim?
eg: Your lgw-yvr flight is delayed 4h10m solely because that plane was held up by thunderstorms in yyz.
No: this is not extraordinary circumstances. The airline has the obligation to get you to your destination at the scheduled time and delays isolated from your departure and arrival airport are not considered extraordinary. ((iirc there was a court case that wasn't Sturgeon that re-affirmed this, anyone know?))
Q: I see more value in receiving ws flight credit than fungible, liquid cash. What amounts in ws flight credit have others reported in lieu of the 300/pax or 600/pax euro cash compensation?
((there are reports on this thread of what people got going this route))
Q: After my first request, ws is offering me less than what I am entitled citing extraordinary circumstances. I am absolutely positive this is not the case. What do I do?
Airlines typically reject your claim and/or offer you garbage in the form of a flight credit worth significantly less than the cash amount you are entitled. This tends to happen to those who did not submit a claim like a pro (ie: long winded letter, asking for compensation instead of telling you are owed compensation, general non-assertiveness). Avoid using passive phrases like "are you/is your company willing" or "could you/your company". This suggests that you do not realize that you are entitled compensation, giving the carrier an out. Instead use assertive phrases like "I expect" or "I am entitled" or "therefore I am seeking" in order to make clear that you understand your rights. Just persist, stick to your guns, and don't take it personal if you get rejected.
Q: Is there a direct contact? I'm not feeling this web-form complaints thing
While many have used the web form and have got satisfaction, at least one user used FacilitationTeam [[at]] westjet period com and got satisfaction.
Applicability of EC261
EC261 bases compensation on multiple variables; distance, origin+destination, and length of delay. Ws flights fall into one category: ex-EU and greater than 3,500km. Therefore EC261 applies to any WS flight to Canada departing from an EU member state such as LGW
Reasons for claim
-Denied boarding (due to overselling, down-gauge, or error on part of airline)
-Cancellation that leads to you arriving to your destination late (see delay)
-Delay longer than 3 hours
Delay is measured as the difference between scheduled arrival time and the time the cabin door is opened after arriving at the gate
What you are entitled during/the carrier's duty of care
-For WS delays from EU over two hours "passengers must in every case be offered free meals and refreshments plus two free telephone calls, telex or fax messages, or e-mails"
-For delays longer than 5 hours, "passengers may opt for reimbursement of the full cost of the ticket together with, when relevant, a return flight to the first point of departure."
(source: http://eur-lex.europa.eu/legal-conte...URISERV:l24173 )
What you are entitled after
-Denied boarding: 600euro plus care from the airline if you must overnight
-Cancellation of your original flight leading to a delay longer than 4 hours: see delay
-Cancellation of your original flight leading to a re-route leading to delay more than 1 hour and less than 4 hours: ((50 percent of the delay compensation?))
-Delay:
--3-4 hours: 300euro
--4+ hours: 600euro
Exception for cash compensation: extraordinary circumstances
If the following directly caused your denied boarding, cancellation, and/or delay, it is considered an extraordinary circumstance and therefore exempts the carrier from compensation
-Terrywrism
-Security risks
-Extreme weather such as thunder storms halting ground operations or volcanic ash (see faq)
-Civil unrest
-Industrial action
-Hidden manufacturer defects
What is not an extraordinary circumstance?
-Mechanical issues except those caused by hidden manufacturer defects or other extraordinary circumstances
-Airline short staffing or crews timing out due to crew duty hour regulations
-Denied boarding due to an oversell or down-gauge
-Weather at down-line stations affecting your (later) flight (see faq)
Where to contact and how
thewishy had success emailing FacilitationTeam [[at]] westjet period com
For every event and irregardless of number of pax you should submit one (1) single piece of written correspondence that is lucid, factual, and succinct. Keep it short and don't get emo. It must state your claim, state what you are entitled/what you are claiming, and why you are entitled (ie: the EC261 regulation). You must clearly imply or explain that you will not accept anything less than what you are entitled, unless, of course, you want to accept less?
Submitting copies of your ticket(s) (containing e ticket number), reservation, and boarding pass(es) is not compulsory. Failing to provide proof of your ticket, res, and/or boarding pass does not invalidate your claim for compensation.
Use this form letter or write something close to it. Note the succinctness
Dear Sir/Madam
I am writing regarding flight [flight number] on [date] from [departure airport] to [arrival airport] with the scheduled departure time of [scheduled departure time].
My booking reference is [booking or reservation reference if available]. This flight arrived [number of hours] hours late at [airport] (or) This flight was cancelled and I arrived late on [time and date of arrival].
The passengers in the party were [names of party].
The judgment of the Court of Justice of the European Union in Tui & others v CAA, confirmed the applicability of compensation for delay as set out in the Sturgeon case. As such, I am seeking compensation under EC Regulation 261/2004 for this delayed flight.
My scheduled flight length was [use http://gc.kls2.com/], therefore I am seeking (300€, 400€) per delayed passenger in my party. The total compensation sought is [ ].
I look forward to hearing from you and would welcome a response in 14 days.
love,
[name]
(source: http://www.thisismoney.co.uk/money/h...-261-2004.html)
I am writing regarding flight [flight number] on [date] from [departure airport] to [arrival airport] with the scheduled departure time of [scheduled departure time].
My booking reference is [booking or reservation reference if available]. This flight arrived [number of hours] hours late at [airport] (or) This flight was cancelled and I arrived late on [time and date of arrival].
The passengers in the party were [names of party].
The judgment of the Court of Justice of the European Union in Tui & others v CAA, confirmed the applicability of compensation for delay as set out in the Sturgeon case. As such, I am seeking compensation under EC Regulation 261/2004 for this delayed flight.
My scheduled flight length was [use http://gc.kls2.com/], therefore I am seeking (300€, 400€) per delayed passenger in my party. The total compensation sought is [ ].
I look forward to hearing from you and would welcome a response in 14 days.
love,
[name]
(source: http://www.thisismoney.co.uk/money/h...-261-2004.html)
30-60 calendar days, from when you send your email to receiving the check in the mail. This is very fast by ec261 standards.
How late can I apply for compensation/statute of limitations?
Statute of limitations in the UK is six (6) years
Appeals
If ws rejects your first or second or xth attempt:
-they could be right and you are wrong
-you could be in this 3-4 hour delay grey area (see "What you are entitled after" -Delays), or;
-you are not asserting your claim properly. See the faq below.
However if you are positive that you are entitled compensation and your claims were properly submitted, you can appeal to the UK CAA's Pax Advice and Complaints Tribunal (PACT).
https://www.caa.co.uk/Passengers/Res...-CAA-can-help/
Further reading
http://eur-lex.europa.eu/legal-conte...4R0261&from=EN
http://www.thisismoney.co.uk/money/h...-261-2004.html
FA-Q:
Q: Are weather delays down line that cause late inbound aircraft actually extraordinary circumstances and therefore a legitimate cause ws to deny my claim?
eg: Your lgw-yvr flight is delayed 4h10m solely because that plane was held up by thunderstorms in yyz.
No: this is not extraordinary circumstances. The airline has the obligation to get you to your destination at the scheduled time and delays isolated from your departure and arrival airport are not considered extraordinary. ((iirc there was a court case that wasn't Sturgeon that re-affirmed this, anyone know?))
Q: I see more value in receiving ws flight credit than fungible, liquid cash. What amounts in ws flight credit have others reported in lieu of the 300/pax or 600/pax euro cash compensation?
((there are reports on this thread of what people got going this route))
Q: After my first request, ws is offering me less than what I am entitled citing extraordinary circumstances. I am absolutely positive this is not the case. What do I do?
Airlines typically reject your claim and/or offer you garbage in the form of a flight credit worth significantly less than the cash amount you are entitled. This tends to happen to those who did not submit a claim like a pro (ie: long winded letter, asking for compensation instead of telling you are owed compensation, general non-assertiveness). Avoid using passive phrases like "are you/is your company willing" or "could you/your company". This suggests that you do not realize that you are entitled compensation, giving the carrier an out. Instead use assertive phrases like "I expect" or "I am entitled" or "therefore I am seeking" in order to make clear that you understand your rights. Just persist, stick to your guns, and don't take it personal if you get rejected.
Q: Is there a direct contact? I'm not feeling this web-form complaints thing
While many have used the web form and have got satisfaction, at least one user used FacilitationTeam [[at]] westjet period com and got satisfaction.
WS Canada-LGW delays
#136
Join Date: Mar 2005
Programs: fwp blood diamond, dykwia uranium
Posts: 7,251
Yes, it's 3+ hours now. According to the pilot there was a thunderstorm over the north of England and ATC was pushing all traffic through a small corridor.
Place arrived 2.5 hours late due to this, and then had an hour on the tarmac.
There is a bit of precedent now for the delay of the incoming flight being "Not my problem" - WS can choose how long to leave for the turnaround vs likelihood of an EU261 payout.
Exceptional circumstances weather is supposed to cover the airfield being covered in snow / thunderstorms, etc. Likelihood of a thunderstorm along the way is considerably greater (And hence not exceptional).
The usual channels are all phone based. I can't find email addresses other than disable passenger assistance or group bookings. I want a paper record of the complaint.
Place arrived 2.5 hours late due to this, and then had an hour on the tarmac.
There is a bit of precedent now for the delay of the incoming flight being "Not my problem" - WS can choose how long to leave for the turnaround vs likelihood of an EU261 payout.
Exceptional circumstances weather is supposed to cover the airfield being covered in snow / thunderstorms, etc. Likelihood of a thunderstorm along the way is considerably greater (And hence not exceptional).
The usual channels are all phone based. I can't find email addresses other than disable passenger assistance or group bookings. I want a paper record of the complaint.
get an email from ws via twitter or facebook? otherwise just use the form...take screen shots?
also, did ws inform you of your rights at lgw? and provide you meals and care when delays were getting around 2+ hours
https://www.westjet.com/guest/en/contact/
#137
A FlyerTalk Posting Legend
Join Date: May 2002
Location: YEG
Programs: HH Silver
Posts: 56,435
http://www.cbc.ca/news/business/west...tsky-1.3730815
WestJet error pays passengers twice the compensation
They had the option of being paid in Canadian dollars, U.S. dollars, or Euros. Within a month, they each received a cheque in the mail for about $670 US. A week later, they unexpectedly received a second payment from WestJet for the same amount.
"We got another cheque. In their haste to get us compensation, someone along the line made a mistake and we had two cheques," said Border.
WestJet error pays passengers twice the compensation
They had the option of being paid in Canadian dollars, U.S. dollars, or Euros. Within a month, they each received a cheque in the mail for about $670 US. A week later, they unexpectedly received a second payment from WestJet for the same amount.
"We got another cheque. In their haste to get us compensation, someone along the line made a mistake and we had two cheques," said Border.
#140
Join Date: Dec 2014
Location: YWG/LHR
Programs: Aeroplan-SE-2018-23
Posts: 211
Well it is a challenge to the premium service which is promised with the Plus upgrade. I was offer to upgrade my family of 4 for 117.10 GBP to upgrade us to the Plus section. When I got to the payment screen, which I would owe 468.40 (4 x 117.10) there is something added call PST for an additional 292.oo GBP - what the heck, not cool at all.
Then I checked out the Westjet website, said we get access to one of 2 lounges at Gatwick. Well, arrived at both lounges, they said - sorry you need some sort of additional paperwork for Westjet to get the lounge access. Which would require exiting the secured area and go back to stand in line at the Westjet counter. Luckily I have a priority pass and paid the charge for my family. Really sad with the additional charges and lack of service from paying for the premium.
Clearly next time, fly Air Canada, they have the premium pay and fly part figured out.
Then I checked out the Westjet website, said we get access to one of 2 lounges at Gatwick. Well, arrived at both lounges, they said - sorry you need some sort of additional paperwork for Westjet to get the lounge access. Which would require exiting the secured area and go back to stand in line at the Westjet counter. Luckily I have a priority pass and paid the charge for my family. Really sad with the additional charges and lack of service from paying for the premium.
Clearly next time, fly Air Canada, they have the premium pay and fly part figured out.
#141
Join Date: Oct 2015
Location: YVR TLS
Programs: Air France Flying Blue, Altitude SE-100k, AAdvantage, United Mileage Plus, WS rewards, BonVoy Titan
Posts: 912
ouch, sounds like you did everything right to make lemon aid out of a lemons, I think the learning curve with WJA is still pretty steep in the UK market..
#142
Join Date: Mar 2010
Location: Calgary
Posts: 1,444
Well it is a challenge to the premium service which is promised with the Plus upgrade. I was offer to upgrade my family of 4 for 117.10 GBP to upgrade us to the Plus section. When I got to the payment screen, which I would owe 468.40 (4 x 117.10) there is something added call PST for an additional 292.oo GBP - what the heck, not cool at all.
Then I checked out the Westjet website, said we get access to one of 2 lounges at Gatwick. Well, arrived at both lounges, they said - sorry you need some sort of additional paperwork for Westjet to get the lounge access. Which would require exiting the secured area and go back to stand in line at the Westjet counter. Luckily I have a priority pass and paid the charge for my family. Really sad with the additional charges and lack of service from paying for the premium.
Clearly next time, fly Air Canada, they have the premium pay and fly part figured out.
Then I checked out the Westjet website, said we get access to one of 2 lounges at Gatwick. Well, arrived at both lounges, they said - sorry you need some sort of additional paperwork for Westjet to get the lounge access. Which would require exiting the secured area and go back to stand in line at the Westjet counter. Luckily I have a priority pass and paid the charge for my family. Really sad with the additional charges and lack of service from paying for the premium.
Clearly next time, fly Air Canada, they have the premium pay and fly part figured out.
https://www.gov.uk/government/public...passenger-duty
#143
Join Date: Oct 2008
Location: YYC
Posts: 4,035
The Ł292 additional upgrade charge is solely due to the fact that your upgrade would have changed your seat class from the lowest class of travel (which carries the UK Air Passenger Duty at a reduced rate of Ł73 per person) to a higher class which invokes the standard APD rate of Ł146 per person, hence an increase of 4x Ł73 in the duty payable. This has to be charged by all airlines and submitted to the UK government:
https://www.gov.uk/government/public...passenger-duty
https://www.gov.uk/government/public...passenger-duty
#144
Join Date: Mar 2010
Location: Calgary
Posts: 1,444
The only rule is that it has to be remitted to the Government, there is no requirement that it be charged to the passenger. If I use upgrades on AC, I don't pay any extra fee and if I buy an upgrade the price is all inclusive. If WS chooses to do otherwise, that's their choice, but it certainly isn't a requirement.
#145
Join Date: Oct 2008
Location: YYC
Posts: 4,035
True, and admittedly for non-SE there is a co-pay on many/most TATL/TPAC upgrades, so they'd typically not be out cash regardless. But as it relates to paid upgrades, there's nothing stopping WS from presenting the all-in cost at the first step. Saying 200 GBP on one screen, and then 273 GBP (or whatever) on the next screen is kind of brutal.
#146
Join Date: Dec 2008
Location: Delta, BC
Posts: 1,646
AFAIK, the BA codeshares were only on Westjet domestic segments. The cancellation of the codeshare is a business decision by BA possibly related to Westjet entering the UK market but not due to the delays on Westjet UK flights which would have no impact on BA codeshares.
#147
Join Date: Dec 2008
Posts: 797
They may not like WJ on the TATL 6 flights a day in the summer and 2x daily in the winter, but it's a fact of life now and they might as well get used to it.
Without a code sharing option, BA can only sell YVR, YYC and YYZ in Canada.
WJ can sell from dozens of cities in Canada, including the above, to London. I'm pretty sure WJ (and AC) aren't crying in their cornflakes over this.
If they don't like WJ's modest foray into LGW, they must really hate AC's considerably larger presence in LHR, not to mention the seasonal flights to Gatwick, Manchester, Edinburgh and Glasgow.
#148
Join Date: Aug 2016
Posts: 4
I had no doubts WestJet would do the right thing in response to my delayed flight. I fly with them all of the time and choose them over the competitor even when the cost is higher.
After 40 days of waiting for a response on my EU241, claim i've received a lame offer of less than that which is owed, followed by non answers and avoidance.
I'm actually shocked because i've always been treated well in the past.
This will likely be the end of a long relationship with WJ.
I find the level of avoidance found in the email communication below incredibly insulting and shocking.
Any advice on how to proceed?
----------------------------------------------------------------
We have received your request for compensation for the delay experienced on your recent flight from Europe.
On behalf of WestJet, I would like to take the time to apologize for your recent experience and I’m happy to complete this request for you.
There are a few options for you at this point.
1. WestJet can issue you a cheque for 300€ each (equivalent in CAD or USD). Please allow 6-8 weeks for cheque to arrive. Each guest must contact us from their personal email account to request compensation due to privacy laws. Please have each guest state their name, mailing address, and the name the cheque should be issued to.
or
2. WestJet can issue a travel bank credit. You can use your Travel Credit to make a new booking while logged into your WestJet Account or with one of our Sales and Service Agents at the numbers below. Please be aware that the Travel Credit must be used at the time of booking. The credit will be valid for one year from the date of creation and can be used towards any new regularly scheduled WestJet flight (excluding WestJet Vacations packages or AIR MILES bookings). These credits can be used as many times as necessary until the credit is depleted. Keep in mind that you do not have to fly before the expiry date, only create the booking before the credit expires.
Kind regards,
[Moderator edit] | Guest Support Agent
E: [email protected]
--------------------------------------------------------------------------------
Hi [Moderator edit],
I am expecting the same travel credit my colleagues were given which was 3X the EU261 regulation amount in WestJet travel credit,
but there is no amount stated in your email for WJ Credit.
Our flight was scheduled to arrive at 12:11pm and arrived at 04:21pm, putting the delayed time over 4 hours, resulting in compensation of 600 Euro per person not 300 Euro per person.
Please advise.
Thank you,
------------------------------------------------------------------------------------
Thank you for your email [Moderator edit],
The amount of the travel bank credit that is offered for this flight is the same amount as the cheque which is the equivalent of 300 EUR, as stated in option 2. Hope this helps clear up any misunderstanding.
Kind Regards,
[Moderator edit] | Guest Support Agent
E: [email protected]
------------------------------------------------------------------------
After 40 days of waiting for a response on my EU241, claim i've received a lame offer of less than that which is owed, followed by non answers and avoidance.
I'm actually shocked because i've always been treated well in the past.
This will likely be the end of a long relationship with WJ.
I find the level of avoidance found in the email communication below incredibly insulting and shocking.
Any advice on how to proceed?
----------------------------------------------------------------
We have received your request for compensation for the delay experienced on your recent flight from Europe.
On behalf of WestJet, I would like to take the time to apologize for your recent experience and I’m happy to complete this request for you.
There are a few options for you at this point.
1. WestJet can issue you a cheque for 300€ each (equivalent in CAD or USD). Please allow 6-8 weeks for cheque to arrive. Each guest must contact us from their personal email account to request compensation due to privacy laws. Please have each guest state their name, mailing address, and the name the cheque should be issued to.
or
2. WestJet can issue a travel bank credit. You can use your Travel Credit to make a new booking while logged into your WestJet Account or with one of our Sales and Service Agents at the numbers below. Please be aware that the Travel Credit must be used at the time of booking. The credit will be valid for one year from the date of creation and can be used towards any new regularly scheduled WestJet flight (excluding WestJet Vacations packages or AIR MILES bookings). These credits can be used as many times as necessary until the credit is depleted. Keep in mind that you do not have to fly before the expiry date, only create the booking before the credit expires.
Kind regards,
[Moderator edit] | Guest Support Agent
E: [email protected]
--------------------------------------------------------------------------------
Hi [Moderator edit],
I am expecting the same travel credit my colleagues were given which was 3X the EU261 regulation amount in WestJet travel credit,
but there is no amount stated in your email for WJ Credit.
Our flight was scheduled to arrive at 12:11pm and arrived at 04:21pm, putting the delayed time over 4 hours, resulting in compensation of 600 Euro per person not 300 Euro per person.
Please advise.
Thank you,
------------------------------------------------------------------------------------
Thank you for your email [Moderator edit],
The amount of the travel bank credit that is offered for this flight is the same amount as the cheque which is the equivalent of 300 EUR, as stated in option 2. Hope this helps clear up any misunderstanding.
Kind Regards,
[Moderator edit] | Guest Support Agent
E: [email protected]
------------------------------------------------------------------------
Last edited by EstWst; Sep 1, 2016 at 3:36 am Reason: To further privacy per FT Rules.
#149
Join Date: Dec 2008
Location: Delta, BC
Posts: 1,646
They can still "sell", but as WJ codes not BA codes, as they've rebooked plenty of people doing that. Obviously, there are revenue implications and inventory availability that BA has no say in with the codeshare gone.
#150
Join Date: Aug 2016
Posts: 4
Update, WestJet continues to deny my rightful compensation.
In their most recent email they claim EU241 is based on scheduled departure time versus actual departure time. In my case this would be a delay of 3:46.
However, EU241 as we all know is based on scheduled arrival time versus actual arrival time - putting my delay at 4:10.
I'm fairly disappointed that they would attempt to trick me on the EU241 rules.
In their most recent email they claim EU241 is based on scheduled departure time versus actual departure time. In my case this would be a delay of 3:46.
However, EU241 as we all know is based on scheduled arrival time versus actual arrival time - putting my delay at 4:10.
I'm fairly disappointed that they would attempt to trick me on the EU241 rules.