QR and EC261 - experiences
Jul 5, 2016, 2:54 am
#33
Join Date: Feb 2016
Location: Frankfurt
Programs: QR Platinum
Posts: 256
I was on a FRA-DOH-DXB flight and missed the connection in DOH due to a 50 minute delay of the FRA-DOH leg. This resulted in a 4 hour delyed arrival in DXB as my rebooked flight departed at 6:00 am versus 2:05 am as originally booked (there are no QR flights in between). QR refused to book me on a EK flight departing at 03:50 am.
I emailed QR about this ([email protected]) and they replied that the delay in FRA was due to waiting for clearance of air traffic control and as this is beyond their responsibility would not compensate me.
Does anybody know if and how I can verify QR's statement with respect to air traffic control or do I just have to believe them? If they are telling the truth then I think that it would be an extraordinary cause for the delay for which I cannot charge them, right?
I emailed QR about this ([email protected]) and they replied that the delay in FRA was due to waiting for clearance of air traffic control and as this is beyond their responsibility would not compensate me.
Does anybody know if and how I can verify QR's statement with respect to air traffic control or do I just have to believe them? If they are telling the truth then I think that it would be an extraordinary cause for the delay for which I cannot charge them, right?
Jul 5, 2016, 3:09 am
#34
Join Date: Oct 2004
Location: York
Programs: Falconflyer Gold
Posts: 485
I was on a FRA-DOH-DXB flight and missed the connection in DOH due to a 50 minute delay of the FRA-DOH leg. This resulted in a 4 hour delyed arrival in DXB as my rebooked flight departed at 6:00 am versus 2:05 am as originally booked (there are no QR flights in between). QR refused to book me on a EK flight departing at 03:50 am.
Jul 5, 2016, 3:25 am
#35
Join Date: Feb 2016
Location: Frankfurt
Programs: QR Platinum
Posts: 256
Dec 3, 2016, 8:39 am
#36
Join Date: May 2014
Programs: BA GGL, Gold for Life
Posts: 590
Forgive me for not quoting properly (slow wifi and iPhone only) but I used the contact information provided by msm2000uk (doing his username from memory). I only emailed once and then informed them of my intent to persue EC261.
As my lawyer friend tells me it may actually become important jurisprudence (so far on a through ticket only delays on the first flight are documented) he advices me to stop negotiating with QR and to stop updating on this forum... Sorry about that. However, we have agreed that it is important to establish the correct interpretation on this, so I won't give in to any deals under NDA.
It's a shame that QR is the guineapig but it has to be tested somewhere.
As my lawyer friend tells me it may actually become important jurisprudence (so far on a through ticket only delays on the first flight are documented) he advices me to stop negotiating with QR and to stop updating on this forum... Sorry about that. However, we have agreed that it is important to establish the correct interpretation on this, so I won't give in to any deals under NDA.
It's a shame that QR is the guineapig but it has to be tested somewhere.
Jun 14, 2018, 2:28 pm
#37
Join Date: Jan 2016
Posts: 79
To summarize my reading of this thread (and my personal view): you can claim 600 because you arrived 4 hours late at your final destination. You cannot claim any other expenses (like hotel in BKK).
Whether QR will accept is questionable. They already provided you with an upgrade to F and might feel that you are unreasonable. Then you would have to go to court.
I feel that you should claim in the Netherlands if you purchase the ticket there. Undoubtedly, they will ask HQ.
Whether QR will accept is questionable. They already provided you with an upgrade to F and might feel that you are unreasonable. Then you would have to go to court.
I feel that you should claim in the Netherlands if you purchase the ticket there. Undoubtedly, they will ask HQ.
Jun 17, 2018, 5:48 am
#38
FlyerTalk Evangelist
Join Date: Jul 2006
Location: Hong Kong, France
Programs: FB , BA Gold
Posts: 15,556
The recent ECJ ruling Wegener v Royal Air Maroc SA may bolster claims in this regard (https://eur-lex.europa.eu/legal-cont...%3A62017CN0537). Relates to a flight on one PNR with a delayed arrival at final destination with initial leg from the EU but the final leg originating outside the EU and the airline one non-EU.
https://eur-lex.europa.eu/legal-cont...%3A62017CJ0537
And QR won't like it.
Jun 17, 2018, 7:06 am
#39
Suspended
Join Date: Aug 2010
Location: DCA
Programs: UA US CO AA DL FL
Posts: 50,262
The recent ECJ ruling Wegener v Royal Air Maroc SA may bolster claims in this regard (https://eur-lex.europa.eu/legal-cont...%3A62017CN0537). Relates to a flight on one PNR with a delayed arrival at final destination with initial leg from the EU but the final leg originating outside the EU and the airline one non-EU.
One can easily have multiple tickets loaded into one PNR and many TA's book that way because there can be cost savings.
Sep 11, 2019, 11:50 am
#40
Join Date: Jan 2018
Location: London
Programs: BAEC Gold, Accor Live Limitless Gold, Hilton Honours Gold, Avis Preferred Plus
Posts: 1,806
Bringing this thread back to life:
I recently had a long delay in DOH as my DOH-SIN flight was delayed by a tech issue in part of a SOF-DOH-SIN booking.
This flight was scheduled to depart from Doha on 16-Aug-2019 at 02:25. However, the flight was delayed and did not arrive at Singapore until 21:47 meaning it arrived 6 hours and 2 minutes late. I was rebooked by the lounge agent onto QR944 which arrived in Singapore at 20:33 meaning that I arrived into Singapore 4 hours and 48 minutes after I was originally scheduled to.
I emailed customer services on 19-Aug-2019 referencing the ECJ ruling Wegener v Royal Air Maroc SA and requesting €600 compensation under EC261. I received an automated response on the same day that I sent the email acknowledging my email and saying they will get back to me within 3 business days unless it needs further input and haven't heard anything since then. The automated email says "Please be assured that we will respond to your message."
Should I just sit back and wait or is there anything that I can do to speed up their response?
I recently had a long delay in DOH as my DOH-SIN flight was delayed by a tech issue in part of a SOF-DOH-SIN booking.
This flight was scheduled to depart from Doha on 16-Aug-2019 at 02:25. However, the flight was delayed and did not arrive at Singapore until 21:47 meaning it arrived 6 hours and 2 minutes late. I was rebooked by the lounge agent onto QR944 which arrived in Singapore at 20:33 meaning that I arrived into Singapore 4 hours and 48 minutes after I was originally scheduled to.
I emailed customer services on 19-Aug-2019 referencing the ECJ ruling Wegener v Royal Air Maroc SA and requesting €600 compensation under EC261. I received an automated response on the same day that I sent the email acknowledging my email and saying they will get back to me within 3 business days unless it needs further input and haven't heard anything since then. The automated email says "Please be assured that we will respond to your message."
Should I just sit back and wait or is there anything that I can do to speed up their response?
Sep 11, 2019, 2:06 pm
#41
Join Date: Feb 2016
Location: Frankfurt
Programs: QR Platinum
Posts: 256
Bringing this thread back to life:
I recently had a long delay in DOH as my DOH-SIN flight was delayed by a tech issue in part of a SOF-DOH-SIN booking.
This flight was scheduled to depart from Doha on 16-Aug-2019 at 02:25. However, the flight was delayed and did not arrive at Singapore until 21:47 meaning it arrived 6 hours and 2 minutes late. I was rebooked by the lounge agent onto QR944 which arrived in Singapore at 20:33 meaning that I arrived into Singapore 4 hours and 48 minutes after I was originally scheduled to.
I emailed customer services on 19-Aug-2019 referencing the ECJ ruling Wegener v Royal Air Maroc SA and requesting €600 compensation under EC261. I received an automated response on the same day that I sent the email acknowledging my email and saying they will get back to me within 3 business days unless it needs further input and haven't heard anything since then. The automated email says "Please be assured that we will respond to your message."
Should I just sit back and wait or is there anything that I can do to speed up their response?
I recently had a long delay in DOH as my DOH-SIN flight was delayed by a tech issue in part of a SOF-DOH-SIN booking.
This flight was scheduled to depart from Doha on 16-Aug-2019 at 02:25. However, the flight was delayed and did not arrive at Singapore until 21:47 meaning it arrived 6 hours and 2 minutes late. I was rebooked by the lounge agent onto QR944 which arrived in Singapore at 20:33 meaning that I arrived into Singapore 4 hours and 48 minutes after I was originally scheduled to.
I emailed customer services on 19-Aug-2019 referencing the ECJ ruling Wegener v Royal Air Maroc SA and requesting €600 compensation under EC261. I received an automated response on the same day that I sent the email acknowledging my email and saying they will get back to me within 3 business days unless it needs further input and haven't heard anything since then. The automated email says "Please be assured that we will respond to your message."
Should I just sit back and wait or is there anything that I can do to speed up their response?
Sep 12, 2019, 7:54 am
#42
Join Date: Jan 2018
Location: London
Programs: BAEC Gold, Accor Live Limitless Gold, Hilton Honours Gold, Avis Preferred Plus
Posts: 1,806
The lounge agent said that it was a technical issue with the aircraft which given that it was at DOH, I would have thought should (in the eyes of EC261) mean that it is in QR's control.
Sep 12, 2019, 1:07 pm
#43
Join Date: Dec 2011
Location: BRS
Programs: BA Gold, Hilton Diamond
Posts: 4,993
Send them a message on Twitter or Facebook with the email case reference to see if you can chase it. From my experience they are usually reasonably quick to reply but there is no point emailing again if the email is just going to be queued.
Sep 13, 2019, 2:25 pm
#44
Join Date: Jan 2018
Location: London
Programs: BAEC Gold, Accor Live Limitless Gold, Hilton Honours Gold, Avis Preferred Plus
Posts: 1,806
Given this a try, lets see what happens next.
Sep 15, 2019, 2:23 pm
#45
Join Date: Jan 2018
Location: London
Programs: BAEC Gold, Accor Live Limitless Gold, Hilton Honours Gold, Avis Preferred Plus
Posts: 1,806
This evening have heard back from QR with a full explanation fo the delay, an apology and asking for my bank account details for them to make payment. ^
The QR Twitter team said they highlighted my case as priority the same evening I PMd them and now have a response. Seems like they have some sway over there.
The QR Twitter team said they highlighted my case as priority the same evening I PMd them and now have a response. Seems like they have some sway over there.