Question: Notice of Denied Boarding Compensation - EU Member Countries
Jun 17, 2018, 2:54 pm
#1
Original Poster
Join Date: Jun 2018
Posts: 90
Notice of Denied Boarding Compensation - EU Member Countries
Hi hi,
We were travelling on AC 859 on 16 June from Heathrow to Pearson. A Heathrow Airport staff handed two pieces of paper to everyone at the gate: Notice of Denied Boarding Compensation - EU Member Countries, and another slip with instruction on how to get a promotional code. The notice mentioned that a compensation of EUR 900 as voucher or EUR 600 in draft cheque may be request due to EU 261 regulation. Now, do we choose either the promotional code or the compensation or both? For the compensation, do it actually apply because we actually took the flight to Pearson? The form has just 2 options for delay over 4 hours, and a choice or coupon or draft cheque. Do we send just that to Air Canada? It does not ask for any trip details and personal informations.
Where can I get a verification note from Air Canada about the delay, needed for insurance reimbursement?
God bless.
We were travelling on AC 859 on 16 June from Heathrow to Pearson. A Heathrow Airport staff handed two pieces of paper to everyone at the gate: Notice of Denied Boarding Compensation - EU Member Countries, and another slip with instruction on how to get a promotional code. The notice mentioned that a compensation of EUR 900 as voucher or EUR 600 in draft cheque may be request due to EU 261 regulation. Now, do we choose either the promotional code or the compensation or both? For the compensation, do it actually apply because we actually took the flight to Pearson? The form has just 2 options for delay over 4 hours, and a choice or coupon or draft cheque. Do we send just that to Air Canada? It does not ask for any trip details and personal informations.
Where can I get a verification note from Air Canada about the delay, needed for insurance reimbursement?
God bless.
Jun 17, 2018, 3:10 pm
#2
Join Date: Apr 2015
Location: YVR
Programs: UA Premier Platinum
Posts: 3,759
It appears that AC 869 arrived 4h11 late on the date you mentioned, meaning that you are entitled to compensation if Toronto was your final destination (or you arrived to your final destination more than 4 hours late) and the delay was controllable.
You should contact Air Canada directly to request compensation, spelling out the essential details including date, flight number, booking reference or ticket number. It's always better to request monetary compensation rather than airline funny money and acceptance of any promo codes may waive your right to compensation under the EU regulation.
You should contact Air Canada directly to request compensation, spelling out the essential details including date, flight number, booking reference or ticket number. It's always better to request monetary compensation rather than airline funny money and acceptance of any promo codes may waive your right to compensation under the EU regulation.
Jun 17, 2018, 3:51 pm
#3
Join Date: Feb 2004
Location: USA
Programs: AC SE100K, F9 100k, NK Gold, UA *S, Hyatt Glob, Bonvoy Titanium
Posts: 5,195
TAKE.THE.MONEY
promo codes and vouchers are like mail in rebates. Such a high breakage percentage. Don't fall victim to that.
Get the $. Then you can choose how to spend it next time.
/props to Heathrow for passing out vouchers.
//Story time: Last month, a family member was in Rome for a 5 hr delayed AC flight. With a tour group of 67 people. They had no idea they were due compensation. Asked at the airport and there were no forms despite being required by EU law. Agent called headquarters who could only offer a % off coupon.
Fast forward a month and ALL 67 tour people got their ~$704 USD EU compensation checks in the mail. With a huge thank you to me in all further communication from the group leader. Not only that but I had told the group to use the 5hr delay to make friends and spread the word to all other passenger on the widebody aircraft. (If I were there I would have printed 400 copies of the claim info/template in the lounge and distributed it in the boarding line).
promo codes and vouchers are like mail in rebates. Such a high breakage percentage. Don't fall victim to that.
Get the $. Then you can choose how to spend it next time.
/props to Heathrow for passing out vouchers.
//Story time: Last month, a family member was in Rome for a 5 hr delayed AC flight. With a tour group of 67 people. They had no idea they were due compensation. Asked at the airport and there were no forms despite being required by EU law. Agent called headquarters who could only offer a % off coupon.
Fast forward a month and ALL 67 tour people got their ~$704 USD EU compensation checks in the mail. With a huge thank you to me in all further communication from the group leader. Not only that but I had told the group to use the 5hr delay to make friends and spread the word to all other passenger on the widebody aircraft. (If I were there I would have printed 400 copies of the claim info/template in the lounge and distributed it in the boarding line).
Jun 17, 2018, 4:17 pm
#4
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Join Date: Aug 2010
Location: DCA
Programs: UA US CO AA DL FL
Posts: 50,262
The paper from HAL is irrelevant. It deals with denied boarding compensation and you were not denied boarding. You say that you were delayed. That is a different part of EC 261/2004. Unless the delay was due to an "extraordinary circumstance" ("under control of AC is irrelevant"), you are due EUR 600 in cash or cash-equivalent.
Why was your flight delayed? That is a critical question.
If AC wishes, it may also offer a voucher, typically for more than the cash amount. If offered, you may choose to accept that. But, do understand that it is entirely your choice. I would not be so quick to reject a voucher. It all depends on your needs and your flying patterns. You need to check its terms carefully. If you are a regular flier, you could use a voucher to purchase tickets and thus do 50% better. But, if you are an infrequent flier and don't use the voucher, you lose all the value and are better off with the cash. Don't jump one way or the other without some serious thought.
Why was your flight delayed? That is a critical question.
If AC wishes, it may also offer a voucher, typically for more than the cash amount. If offered, you may choose to accept that. But, do understand that it is entirely your choice. I would not be so quick to reject a voucher. It all depends on your needs and your flying patterns. You need to check its terms carefully. If you are a regular flier, you could use a voucher to purchase tickets and thus do 50% better. But, if you are an infrequent flier and don't use the voucher, you lose all the value and are better off with the cash. Don't jump one way or the other without some serious thought.
Jun 17, 2018, 4:38 pm
#6
FlyerTalk Evangelist
Join Date: Jun 2003
Location: YYC
Posts: 23,804
Personally, knowing I will make good use of the voucher for my next trip, voucher is the choice. As good as cash and more, so...
Bottom line, it all depends. If odds of buying a tickets with the airline in question are low, get the cash. If they are near 100%, voucher is obviously better.
Bottom line, it all depends. If odds of buying a tickets with the airline in question are low, get the cash. If they are near 100%, voucher is obviously better.
Jun 17, 2018, 4:54 pm
#7
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If you have been burned by making a poor choice, that is a function of not being careful.
Jun 17, 2018, 5:12 pm
#8
Original Poster
Join Date: Jun 2018
Posts: 90
When we arrived Heathrow, the flight info board showing a departure time of 1800. We were told at the connection desk the flight would depart at 2230 instead. The connection desk gave each of us GBP 10 meal voucher. As for the reason for the delay, we did not ask as we thought it was probably due to weather or something. Other passengers told us that the check-in desk mentioned that the inbound aircraft had a bird strike and must be taken out for service, AC was to send another aircraft to pick us up.
So, is that "Notice of Denied Boarding Compensation - EU Member Countries" relevant in this case? Am I suppose to contact Air Canada for any compensation? Meanwhile, should I wait until the compensation issue is resolved in order to claim the promotional code? (Must I choose one of the two?) Air Canada seems to be above many of the top-rated airlines, I was not expecting they would provide anything other than a meal voucher for a short delay like this.
So, is that "Notice of Denied Boarding Compensation - EU Member Countries" relevant in this case? Am I suppose to contact Air Canada for any compensation? Meanwhile, should I wait until the compensation issue is resolved in order to claim the promotional code? (Must I choose one of the two?) Air Canada seems to be above many of the top-rated airlines, I was not expecting they would provide anything other than a meal voucher for a short delay like this.
Jun 17, 2018, 5:16 pm
#9
FlyerTalk Evangelist
Join Date: Jun 2003
Location: YYC
Posts: 23,804
So, is that "Notice of Denied Boarding Compensation - EU Member Countries" relevant in this case? Am I suppose to contact Air Canada for any compensation? Meanwhile, should I wait until the compensation issue is resolved in order to claim the promotional code? (Must I choose one of the two?) Air Canada seems to be above many of the top-rated airlines, I was not expecting they would provide anything other than a meal voucher for a short delay like this.
Jun 17, 2018, 5:28 pm
#10
Original Poster
Join Date: Jun 2018
Posts: 90
Suppose the terms are just fine (for OP)? Why impose your concern about a voucher you have not even read on someone else, who presumably will read the t&c before he makes a premature judgment?
If you have been burned by making a poor choice, that is a function of not being careful.
If you have been burned by making a poor choice, that is a function of not being careful.
Are these the terms and conditions that you mentioned?
From the Notice of Denied Boarding Compensation - EU Member Countries
"Travel Voucher - in the amount of EUR 900 - Valid for 1 year from date of issue, non-exchangeable, non convertible into money. Valid for travel on Air Canada, Air Canada Express, and Air Canada rouge operated flights only."
From the slip regarding the promotion code
"You have 60 days to retrieve your code which can be applied to new tickets purchased fro travel completed within the next 13 months."
Are there any additional terms hidden on the website that I should be aware of.
Jun 17, 2018, 5:53 pm
#11
Join Date: Feb 2005
Location: Toronto (YYZ)
Posts: 6,279
Personally, knowing I will make good use of the voucher for my next trip, voucher is the choice. As good as cash and more, so...
Bottom line, it all depends. If odds of buying a tickets with the airline in question are low, get the cash. If they are near 100%, voucher is obviously better.
Bottom line, it all depends. If odds of buying a tickets with the airline in question are low, get the cash. If they are near 100%, voucher is obviously better.
Jun 17, 2018, 6:08 pm
#12
Original Poster
Join Date: Jun 2018
Posts: 90
It would appear they gave you the wrong form, but indeed you may qualify for compensation under EU regulations. That is, if you arrived at your final destination with a delay over four hours. EU regulations apply (1) to EU-based airlines and (2) to all flights from the EU. So they do appply here. You should send your request to AC. Mentioning the EU law and the specific rule.
Jun 17, 2018, 7:04 pm
#13
FlyerTalk Evangelist
Join Date: Jun 2003
Location: YYC
Posts: 23,804
Jun 17, 2018, 7:33 pm
#14
Join Date: Aug 2013
Location: YSB & YAM, Northern Ontario, Canada
Programs: Aeroplan, IHG Gold Elite, Marriott Rewards
Posts: 1,100
Need to read and understand all the fine print!
It would appear they gave you the wrong form, but indeed you may qualify for compensation under EU regulations. That is, if you arrived at your final destination with a delay over four hours. EU regulations apply (1) to EU-based airlines and (2) to all flights from the EU. So they do appply here. You should send your request to AC. Mentioning the EU law and the specific rule.
Anyone returning from Europe to a feeder airport via gateways such as YUL, YYZ or YVR may have scheduled a long break between connections and could potentially be +4hours late TATL yet still nake their onward connection to their "final destination" with less than a four hour delay, possibly invalidating any potential claim qualification under EU261's four hour rule.
I fly to / from Europe out of YYZ, connecting from either YAM or YSB.
Seems like the existence of EU261 might actually make travelling on separate TATL and domestic feeder tickets a wiser but more costly choice.
It really would be helpful if someone could post a scan of these AC provided EU261 forms / vouchers with all the relative fine print visible, blocking personal info and serial numbers..
Last edited by TemboOne; Jun 17, 2018 at 10:12 pm Reason: clarification re connecting flights and 4 hour rule
Jun 17, 2018, 7:37 pm
#15
Join Date: Apr 2015
Location: YVR
Programs: UA Premier Platinum
Posts: 3,759
One of the big caveats of AC vouchers is that they typically cannot be used on tickets that include another airline, even if the AC portion of the ticket is much greater in value than the voucher amount. Also, they cannot be used in conjunction with other promo codes, so when seat sales take the form of a promo code, you won't be able to apply the voucher to the lowest fare.