Long time lurker, first time poster, hoping for some help after a challenging trip with IcelandAir.
Was scheduled to fly with my family from YYZ to LGW on Dec 21st for holidays with the folks.
YYZ to KEF was three hours late as FI was still figuring its way out of the IROPs caused by the snowstorm on the 19th. Missed our connection to LGW and rebooked by FI onto a "rescue flight" five hours later to LHR, using a Hi-Fly a330 in POP's livery (435 seats, all economy, 3x3x3, packed to the gills, with no service, wifi or entertainment - a truly horrible experience) which departed with two further hours of delay because the crew got lost...
Arrived finally LHR with exhausted kids late evening UK time to find that our bags had not followed. We filled out a Property Irregularity Report at LHR before leaving empty handed. No Xmas presents for the family...
Regular calls to FI customer service and worldtracer checks over the following days revealed nothing and we returned to YYZ on the 27th (with a stopover in Iceland) still without our bags.
The first of the three bags was located and shipped to us, arriving Dec 31st. We are still waiting for the other two.
My question is this:
- what compensation are we entitled to regarding the delays, missed connections and re-routing to LHR rather than LGW? We were due to arrive at LGW around 11am, finally made it to LHR around 8pm (local UK times). Does EC261 apply?
- aside from the expenses associated with replacing a number of clothing and toiletry items, what feels like a reasonable level of compensation for the failure of the bags to arrive during the whole trip (I also want FI to cover the cost of sending the Christmas presents back to the UK...)
Unfortunately I don't have status with FI - most of my flying is with *A and OW - this was a good opportunity for a family leisure fare and a stopover in Iceland.... next time we will fly direct!
Thanks very much in advance to the Flyertalk community for help on this.