Support Desk and Website for EU-claims

Old Feb 3, 2007, 1:00 am
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Support Desk and Website for EU-claims

There is a new website http://www.euclaim.com and apparently a desk at Schiphol airport that will assist passengers in claiming compensation when flights are delayed or cancelled.
They work on a "no cure-no pay" basis, taking 27% of the paid-out compensation so it's probably a smart business initiative.
Especially if you don't have time yourself to deal with the claims.
I haven't seen this anywhere else - does anyone have any experience with these people?
Their website will include detailed info about flight delays/cancellations from AMS.
I am sure the airlines won't be pleased...

(no option for English language yet, but I am sure that will follow)
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Old Feb 3, 2007, 5:35 am
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http://www.euclaim.com/?Page=HomeEN will take you to the English homepage. The link above took me straight into the Dutch one, without a button to change language... Not a problem for me but probably for a lot of others it is. However all the links take you to the Dutch sub-pages again Solution is to replace the 'NL' at the end of the links in 'EN'.

BTW: T&Cs - 2.2. The contract can be entered into only in Dutch.

Looks like this only works for residents of the Netherlands, as well I guess that payment can only be done into a bank account there (or perhaps somewhere within the euro zone).

Also found this link http://www.euclaim.co.uk/ which works better, though T&Cs 2.2 still the same.... Maybe I can offer translation and money transfer services for a modest 20% fee

Last edited by frankvb; Feb 3, 2007 at 5:45 am Reason: UK website
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Old Feb 5, 2007, 12:08 pm
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From Reisrevue.mail (In Dutch. Unfortunately I have the time nor inclination to translate it right now). Very short synopsis : EUClaim plan to expand, LHR and FRA are next in line. Test phase has been a success. They claim to analyze a very large amount of data daily, have concluded more than 50% of cancelations are for commercial reasons, and that airlines are a bunch of dishonest and deceitful liars. BARIN (Board of Airline Representatives in the Netherlands) says EUClaim should be outlawed.

"EUclaim wil klagers van reisagent

05 FEB 2007

Het commercile bedrijf EUclaim heeft maandag 5 februari de eerste klachtenbalie officieel geopend op Schiphol. Dat gebeurde door de Nederlandse Europarlementarir Jeanine Hennis-Plasschaert.

Volgens directeur Hendrik Noorderhaven is een testfase succesvol afgesloten. 'Binnenkort volgen balies op de luchthavens van Frankfurt en London Heathrow. Ons doel is overal in Europa vertegenwoordigd te zijn. En we hebben de website euclaim.eu. De reiswereld kan actief meedoen ten behoeve van hun klantenbescherming met een affiliate-programma, dat we deze maand lanceren. Reisagenten krijgen een vaste fee van circa tien euro als ze terechte klagers aanbrengen', zo zei hij tegen Reisrevue.

EUclaim dient schadeclaims in voor gedupeerde vliegpassagiers in het kader van de EU-verordening 'denied boarding compensation'. Passagiers die door overboekingen, grote vertragingen of annuleringen van vluchten op de grond moeten blijven met een geldig ticket, kunnen wettelijk behoorlijke vergoedingen eisen van de betreffende airlines. Tenzij sprake is van echte overmacht, zoals extreem weer, wilde stakingen, politieke instabiliteit en veiligheidsrisico's.

'Maar juist die vermeende overmacht als reden trekken wij ernstig in twijfel. Wij verzamelen dagelijks online miljoenen gegevens. Uit duidelijke patronen blijkt dat in meer dan de helft van de uitgevallen vluchten sprake moet zijn van commercile besluiten van airlines. De Europese consument laat hier honderden miljoenen euro's liggen', beweert Noorderhaven.

Conflict met luchtvaart

Verreweg de meeste airlines willen volgens hem niet meewerken. 'En ze geven ook geen eerlijke informatie aan reizigers, die doorgaans aan hun lot worden overgelaten. In feite wordt er in de luchtvaartindustrie vaak keihard gelogen. Daaraan gaan wij paal en perk stellen. Niet alleen door gestrande passagiers te helpen hun recht te halen op no cure no pay basis, maar ook door maandelijks op onze site een overzicht te publiceren van ons continu onderzoek naar misstanden', laat hij weten.

Bovendien gaat EUclaim volgens Noorderhaven multinationals werven. 'Door vluchttrends voor hun personeel zichtbaar te maken kunnen ze flink besparen. Met een hele grote zijn we bijna rond. Wij kunnen bijvoorbeeld redelijk voorspellen welke vluchten op welke routes, dagen en uren hoogstwaarschijnlijk geannuleerd gaan worden'

De BARIN (Board of Airline Representatives in the Netherlands) zet zich fel af tegen EUclaim. 'Zij lokken oneigenlijke claims uit en verrijken zich over de rug van onze passagiers. Zo'n particuliere onderneming die alleen maar geld wil verdienen, zou verboden moeten worden. Het kost airlines handenvol geld en onnodig werk', aldus de Barin.

27 Procent 'commissie'

Noorderhaven ontkent alle aantijgingen met klem. 'Ja, het klopt dat we een commercile dienstverlener zijn. Maar daar is toch niets op tegen? Er is enorm behoefte aan onder het onwetende publiek. Wij hebben alles juridisch laten uitzoeken. We doen niets onoorbaars en lokken zeker niets uit. Dat zou onze geloofwaardigheid in het geding brengen', benadrukt hij. Onder meer reisjurist Pim de Vos staat EUclaim bij.

Als een claim wordt gehonoreerd, krijgt de klant 73 procent van het toegekende bedrag. De rest houdt EUclaim voor de verleende bijstand, de juridische kosten en de investeringen in organisatie en ICT. Daar kan EUclaim slechts iets aan verdienen met voldoende volume.

Europees Parlement, ANVR, NATM, de incassovereniging en de Consumentenbond schaarden zich vandaag achter de 'waakhond'-activiteiten van EUclaim, al waren er nog wel wat kanttekeningen. Zo werd er gepleit voor een aparte Geschillencommissie.
"


Johan
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Old Feb 5, 2007, 12:37 pm
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Originally Posted by johan rebel
Conflict met luchtvaart

Verreweg de meeste airlines willen volgens hem niet meewerken. 'En ze geven ook geen eerlijke informatie aan reizigers, die doorgaans aan hun lot worden overgelaten. In feite wordt er in de luchtvaartindustrie vaak keihard gelogen. Daaraan gaan wij paal en perk stellen. Niet alleen door gestrande passagiers te helpen hun recht te halen op no cure no pay basis, maar ook door maandelijks op onze site een overzicht te publiceren van ons continu onderzoek naar misstanden', laat hij weten.

Bovendien gaat EUclaim volgens Noorderhaven multinationals werven. 'Door vluchttrends voor hun personeel zichtbaar te maken kunnen ze flink besparen. Met een hele grote zijn we bijna rond. Wij kunnen bijvoorbeeld redelijk voorspellen welke vluchten op welke routes, dagen en uren hoogstwaarschijnlijk geannuleerd gaan worden'

De BARIN (Board of Airline Representatives in the Netherlands) zet zich fel af tegen EUclaim. 'Zij lokken oneigenlijke claims uit en verrijken zich over de rug van onze passagiers. Zo'n particuliere onderneming die alleen maar geld wil verdienen, zou verboden moeten worden. Het kost airlines handenvol geld en onnodig werk', aldus de Barin.

This setup has the potential to cost airlines like KLM lots of money, and, quite honestly, it serves them right. All too often, these airlines are ridding themselves of their contractual obligations by providing the beleaguered and uninformed airline passenger with spurious explanations as to his rights. If airlines insist on a passenger's strict adherence to the rules of the game, then it is high time that airline companies themselves are held to the same standards as well.

I hope that this company's standardized and structured approach to claims pertaining to EU regulation 264 will lead to a drive by the airlines to better inform their passengers about operational irregularities as well as a more honest policy towards passenger compensation.
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Old Feb 5, 2007, 1:31 pm
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Hear hear!

Johan
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Old Feb 6, 2007, 12:04 am
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makes me want to start booking flights with klm as an occupation - could get rich pretty easy with their track record
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Old Feb 6, 2007, 12:34 am
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Originally Posted by johan rebel

De BARIN (Board of Airline Representatives in the Netherlands) zet zich fel af tegen EUclaim. 'Zij...verrijken zich over de rug van onze passagiers.... Zo'n particuliere onderneming die alleen maar geld wil verdienen, zou verboden moeten worden. ...', aldus de Barin.

Johan
If the remarkable advice of the Board of Airline Representatives in the Netherlands were followed ("a company that only wants to earn money over the back of airline passengers should be prohibited"), then AFKL together with FB would be the first candidate for closure, n'est-ce pas?
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Old Feb 6, 2007, 1:30 am
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Try http://www.euclaim.co.uk/ for english version
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Old Feb 6, 2007, 1:54 am
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Originally Posted by forthflyer
Try http://www.euclaim.co.uk/ for english version
As I posted in the second post of this thread
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Old Feb 6, 2007, 4:16 am
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The UK site has all the information in English - not just the homepage as in the English version of the Netherlands site.
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Old Feb 6, 2007, 4:51 am
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Although something needs to be done about airlines that avoid their responsibilities with compensation when people have bothered to claim any (legal action by the individuals concerned would be a good start) I tend to think these no win no fee claims companies do a bad thing and ultimately will saddle the frequent traveller with more costs just like those personal injury claims companies (e.g. claims direct) have pushed up car insurance fees in the UK.

As I know the rules I always claim compensation for delays and cancellations whether it's rail, air or tube but I suspect if everyone bothered to do this we would see fare rises or in the case of air travel yet another 'tax'. I've actually been fairly lucky with travel with KL, never been in the situation where I've been delayed so long that I'd be given any actual compensation but I've got the voucher book a few times which gets you 2000 miles if you don't redeem it for food.

Swiss is the only airline that has been obliged to give me compensation for an involuntary denial of boarding but they did that without any hassle.
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Old Feb 6, 2007, 5:02 am
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Originally Posted by Klm is Dead - Long Live KLM
If the remarkable advice of the Board of Airline Representatives in the Netherlands were followed ("a company that only wants to earn money over the back of airline passengers should be prohibited"), then AFKL together with FB would be the first candidate for closure, n'est-ce pas?
ROFL!!!
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Old Feb 6, 2007, 6:26 am
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Originally Posted by forthflyer
The UK site has all the information in English - not just the homepage as in the English version of the Netherlands site.
Indeed!

Originally Posted by frankvb
Also found this link http://www.euclaim.co.uk/ which works better, though T&Cs 2.2 still the same.... Maybe I can offer translation and money transfer services for a modest 20% fee
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Old Feb 6, 2007, 6:31 am
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Originally Posted by layz
As I know the rules I always claim compensation for delays and cancellations whether it's rail, air or tube but I suspect if everyone bothered to do this we would see fare rises or in the case of air travel yet another 'tax'.
Actually what you are saying is that at the moment the air fares are too low to allow the EU compensation to take place. If that is the case, I see no other option than for the airlines to increase the fares in order to cover that. Nothing wrong with that as far as I can tell.

On the other hand I agree that those 'no cure/no pay' agencies do have serious downsides, e.g. they are usually not there to help the customer but to help themselves in the first place. So they don't take on cases which may be winnable but would incur too much costs.

BTW: (no offence meant) why is it ok for you (and other knowledgeable people) to claim compensation, but not for everyone?
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Old Feb 6, 2007, 8:36 am
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Originally Posted by frankvb
Actually what you are saying is that at the moment the air fares are too low to allow the EU compensation to take place. If that is the case, I see no other option than for the airlines to increase the fares in order to cover that. Nothing wrong with that as far as I can tell.
Another novel idea: the airlines could actually improve the reliability of their operations so that they not only avoid paying compensation but also avoid pissing off their customers by weasling out of their contractual commitments.
The airline who doesn't screw up gets to keep ther customers and keep them happy. The airline that does screw up pays fines in the short term and a loss of market position in the longer term as their costs increase, profits decrease and their customers become less loyal.

Perhaps that might be the reason the EU implemented the measure in the first place? Anyone or anything who can give teeth to the very little pro-consumer legislation we enjoy in Europe is welcome in my book.
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