Thread: forced re-route
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Old Aug 11, 17, 7:32 am
Join Date: Dec 2006
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Posts: 478
forced re-route

On Aug 1, we have a connecting flight on Alitalia coded Air Berlin flight from Rome arriving Dusseldorf at 10:45 PM in business class. Upon check-in, we were told an unconfirmed gate number and should check again before boarding. However, the fight could not be found on the airport departure monitor. We went to the lounge, and they were able to locate it and confirmed that it will be delayed for 1 h 10 min, same gate, but still not confirmed. We were able to board at the tentative gate after another slight delay, but waited another 20-30 min on the plane before taking off. 2/3 past the flight, the pilot announced that DUS airport is closed so we were heading to Munster instead, and we will be either staying at a local hotel or heading to DUS by arranged transportation (1.5 h drive away). At baggage area, we heard instruction from broadcast to collect bags then head to Exit 5. By the time we were at Exit 5, it was close to 2 AM. 4 buses were there with no sign and without any Air Berlin personnel. We took one and after took off the driver told us that he was instructed to drive us to DUS and that's all he knew. By the time we arrived, it was 3:20 AM and again no Air Berlin personnel could be found. We had to wait for 30 min for a taxi to show up and finally get to our hotel past 4AM.

We purchased delay and re-route insurance for this trip, but the DUS Air Berlin customer service could only supply paper proof for delay and said anything else should be inquired through their website. We did submit it and also inquired about compensation but no response at all. The website did state that "We would like to assist in completing the feedback form if you have your reservation booked directly with airberlin & NIKI". Since our flight was not purchased directly with airberlin, does that mean they won't assist us?

Last edited by ycc777; Aug 11, 17 at 8:54 am
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