Mrs999 and I were booked for HEL-KEF-ORD last year. Delay out of HEL made us miss the connection, the last flight of the day; no way around an overnight in Reykjavik. The transfer desk were friendly and efficient. First they wanted to put us on the next day's FI flight, which would have got us to Chicago 24 hours late. After brief protestation from us, they agreed to put us on Delta in the morning to NYC and thence to ORD. Eventually arrived in the afternoon, something like 18 hours late.

Anyway, after the re-booking was complete and everything concerning our new arrangements was explained to us, taxi-, hotel- and meal-vouchers given, the transfer supervisor was all smiles and 'Sorry about that! But have a good trip!' (That's it.) Smile. (That's all.) Smile. (Go away now.) Smile. But I knew better. I said 'Aren't you supposed to also give us the details regarding a claim for compensation under EC 261/2004?' Her smile actually broadened at that point, possibly in surprise. She said 'Yes, of course' and gave us their brochure, which was right to hand -- but she wouldn't have given it without our asking.

I filed the claim when we got home. A week went by with no action, so I sent a followup e-mail. They replied straightaway, saying 'sorry for the delay; your claim has been sent to the refunds department'. Three days after that, 1200€ was in our account.