Dear Mr. dinoscool3,



This is to acknowledge receipt of you complaint lodged on our Website from the above-mentioned date. Please accept our unreserved apologies not only for the absence of communication pertaining to your schedule change, but also for the inordinate amount of time it has taken to process your claim.



We have gathered all information relevant to your booking. It documents that the change to your return journey from Casablanca to Milan via Lisbon on the 20th to the 19th of November 2017 was done on the 4
th
of October 20 - more than six (6) weeks before your slated date of departure. Article V of EU Regulation EC261/2004 clearly states that compensation is due only then if the changes and/or cancellation occurs within a 14-day (2 weeks) time frame to the date of passengers’ departure for the flight segment involved. Beyond the two week period, the passengers right to indemnification consists solely of either being re-protected on the earliest available flight at no extra cost or refund of the fare paid. We sincerely regret if there has been a lapse of information with regards to these changes. We have called the attention of the department concerned to ensure such oversight is not repeated.



Furthermore, as per your statement and as noted in the booking history, a later continuing flight from Lisbon was chosen. TP814 departing at 1950 hrs. was the preferred over TP804 which would have gotten you into Milan Malpensa at 1815 hrs. instead of the chosen flight which was arriving at 2330 hrs. In this scenario therefore, no compensation can be granted as the choice to arrive at a later time was voluntary and not imposed by the airline upon the passenger.



In closing, we hope to have addressed your questions concerning schedule changes and look forward to the opportunity of welcoming you again in one of our flights.



Thank you for your kind understanding and patience on this matter.