Hello i wonder if any experts can point me in the right direction on this matter. i have just received an e-mail from easyjet saying the following.
Thank you for your EU261 compensation claim which we received on 2017-08-21.
We’ve reviewed your claim and we can confirm that your flight from Manchester Intl to Hamburg airport was delayed overnight due to weather condition.
Compensation is only payable when the delay/cancellation is within our control, a technical fault with an aircraft would be an example.
When delays/cancellations are not within our control they’re classified under EU law as ‘extraordinary circumstances’. An example of this would be air traffic control strikes or bad weather.
As your flight delay was caused by weather, this is an extraordinary circumstance, so unfortunately you are not eligible for compensation under article 7 of EU261/2004.
Inorder to claim for additional expenses, I request you to submit the welfare form as the link given below. Please ensure you have all receipts prior to submitting your claim.
Once again we’re sorry for the delay of your flight but hope to welcome you on board again soon.
Claim Reference: ***********.
Case Id: *********.
easyJet Customer Services
Now what i am not sure about is if i am being fobbed off or not and if i should push this claim further, here are the circumstances of our delay.
It was the Manchester to Hamburg flight Friday 18th of August, we were due to fly at 19.45, it flashed on the board the flight was delayed until 20.30, we got a boarding call at 8pm to go to gate, we queued at the gate and saw the plane we we due to board waiting at the gate, i would guess it was approx 45 minutes that the plane was at the gate before the passengers on that plane were allowed to disembark which we wondered what the problem was for the passengers to be held back so long, we all stood in the queue waiting to board for around 3 hours with no information given until there was a call over the speakers saying all passengers on our flight needed to go to gate 20, it was around this time i received a text stating our flight was delayed overnight and will depart tomorrow at 8.45.
when we got to gate 20 we were escorted by police out of the airport and told to go to the easyjet ground crew desk, it was chaos at the desk and there were many people giving the poor girls behind the counter plenty of hassle, and in the end they pulled the shutter down and shut up the counter. we did hear the girls on the counter telling people they could not get them hotels as they were all booked up, and i also got a text from easyjet at 00.25 saying we are very sorry but due to high demand they have been unable to find us a room and our staff will do everything they can to help us (a little tricky when the counter has been closed) anyway after being told there are no hotels available and being 1.15hr from home we sat in the arrivals area of the airport overnight waiting for our 8.45 delayed flight. sorry i should have also said we had a 12yr old child with us so i was a little miffed they didn't find any accommodation, but if they are full its not really their fault. i had booked a hotel next to Hamburg airport for the 1st night as we would be landing late, and did it through hotels.com which was non refundable so had to pay that but not got a receipt as we never got there.
the following morning we flew on our trip at 9.30 a little late but after an overnight delay whats another 45 minutes :-) but the strange thing was, the pilot made a statement over the planes speaker system apologizing for the delay and not just advising but urging passengers to complain as she said this keeps happening and will keep happening unless people complain, now that to me is not an act of mother nature why on earth would a pilot encourage the passengers to complain if it was an act that was out of the airlines hands ?
when i got home i filled the relevant claim form in on easyjets website and also read the reports in the papers which said that a spokesman from easyjet made the following statement.
A spokesperson for easyJet said: 'easyJet can confirm that due to the knock on effects of Air Traffic Control restrictions caused by weather disruption in central Europe and some ground handling staff shortages on Friday it had to cancel two flights from Manchester and delay one flight overnight.
'Passengers were provided with refreshments in the terminal whilst we sourced accommodation. easyJet will reimburse passengers who sourced their own accommodation and pay expenses including transfers and meals.
'We would like to thank the passengers for their understanding and apologise sincerely for any inconvenience experienced by the delay and cancellation.'
'The safety and wellbeing of our passengers and crew is always easyJet's highest priority.'
to me that reads there was clearly a ground staff shortage which would explain why our plane sat on the tarmac for around 45 minutes until the passengers could disembark which no doubt made our flight either miss our slot or the Hamburg landing curfew.
i have never claimed for a flight delay before and to be honest never felt the need even though i have had a flight from Leeds in the morning cancelled and ended up being bused to Manchester to fly in the evening, it was not a problem as it was handled in a correct and professional manner with communication, but i feel we were so badly treated and informed and left with no help or advice overnight in the airport with a child that i should push on with this claim. i feel we are being fobbed off with the excuse it was bad weather over central Europe earlier in the day that was the cause of the problem.
any advice on where to go with this would be really appreciated, do i keep on at easyjet, or go to a flight delay solicitor ? or just accept what they say, but i feel we are being fobbed off in the hope we will just forget it and not take it any further.
here is a link to what the press said about the situation, i think 4 or 5 flights were cancelled and ours delayed overnight. dailymail.co.uk/news/article-4808804/easyJet…
thank you for any advice. Andrew