Is United the responsible carrier or Swiss Air for flight disruption compensation
Oct 17, 2023, 7:43 am
#1
Original Poster
Join Date: Nov 2000
Location: Grand Rapids, Michigan
Programs: LatinPass Million Miler
Posts: 261
Is United the responsible carrier or Swiss Air for flight disruption compensation
My friend and I booked award tickets to Prague on United leaving August 27. We flew United from New York and landed in Heathrow on the morning of August 28. Unfortunately we got caught in the IT mess that shutdown the airport that day, so our connecting flights on Swiss Air were cancelled. We were told to find a hotel and that the airline would pay our expenses. We were rebooked on Austria Air the following day and arrived 24 hours later than planned.
My friend contacted United who told her to submit receipts, which she did. (We shared a room and she paid for dinner, so it made sense for her to make the claim for both of us.) Subsequently they told her that we need to submit a request for reimbursement to Swiss Air, as they were the carrier that cancelled our flights, even though we were ticketed through United. BTW, United’s Customer Care Agent has been very timely and courteous.
We can certainly pursue Swiss Air, but would like to confirm that’s the correct path. She has spent a lot of time already on this matter.
Note, that we are only looking to be reimbursed for our expenses.
Thanks
My friend contacted United who told her to submit receipts, which she did. (We shared a room and she paid for dinner, so it made sense for her to make the claim for both of us.) Subsequently they told her that we need to submit a request for reimbursement to Swiss Air, as they were the carrier that cancelled our flights, even though we were ticketed through United. BTW, United’s Customer Care Agent has been very timely and courteous.
We can certainly pursue Swiss Air, but would like to confirm that’s the correct path. She has spent a lot of time already on this matter.
Note, that we are only looking to be reimbursed for our expenses.
Thanks
Oct 17, 2023, 8:13 am
#2
Join Date: May 2009
Location: Washington, DC
Programs: UA 1K 1MM, AA, DL
Posts: 7,418
Yes, SwissAir is where you should go. I believe UK has adopted a rule similar to EU261 requiring compensation for the delay as well, and I am guessing Switzerland has a similar rule, and given flight to Austria EU261 potentially applies. Check with SwissAir website - you may get comp in addition to expenses. Of course, they may claim some exemption.
Oct 17, 2023, 9:13 am
#5
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Yes, SwissAir is where you should go. I believe UK has adopted a rule similar to EU261 requiring compensation for the delay as well, and I am guessing Switzerland has a similar rule, and given flight to Austria EU261 potentially applies. Check with SwissAir website - you may get comp in addition to expenses. Of course, they may claim some exemption.
Oct 17, 2023, 9:29 am
#6
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I believe UK has adopted a rule similar to EU261 requiring compensation for the delay as well, and I am guessing Switzerland has a similar rule, and given flight to Austria EU261 potentially applies. Check with SwissAir website - you may get comp in addition to expenses. Of course, they may claim some exemption.