In August of 2023 I was delayed 7+ hours for my flight from Dublin to Malaga, Spain. I was of course upset by the inconvenience but more by the lack of support I felt from the airline. Yes, I knew I was flying a “discount airline” and “you get what you pay for” was ringing in my head, but I fly discount airlines all the time without something this wrong happening. So, I decided to do something about it and if this has happened to you, you may be owed compensation as well. The best part, I got: €400 for a €283 flight. Let me show you how to file for compensation using EU Regulation 261/2004.
First, let me be very clear, I am no expert on this type of compensation claim, EU passenger rights, or for the most part, anything. I did this once successfully, which makes me as about an expert as I am for parachuting. Another thing I did successfully (did not die or injure myself) exactly once. But I still feel it is worth me telling you what I did to help you, should you ever need to apply for yourself. Hopefully, you will feel the same.
The Boring Backstory
So, in August I took a bucket trip to Ireland, flying round trip from Malaga, Spain, both countries being part of the European Union. My flight was on time until thirty minutes after I got checked in at the airport, when I was informed that it was delayed by 7 hours. UGH, I have danced this dance quite a few times and looked for the nearest lounge to do some research on coming up with a solution.
I discovered that there is another flight later that day and almost two hours earlier, ok get customer service on the line. Of course, these days means an automated chat usually, and yes that is what I got for almost 30 minutes of waiting. Finally, a representative appeared, and I explained my case to her, twice. This took almost another hour due to the delay in her responding. But I get it, she probably had several people on chat.
Meanwhile, I decide to vote with my feet and find a customer service desk as this was a major hub for this airline. Of course, the only desk that anyone knows of is outside of security back in the check in area (not that unusual) so I confer with an airport staff member who helps me get back to the check in area through security much faster than I could. When I find the desk, it has a closed sign on it and no less than five signs saying they can’t help me. They also have two staff members trying to hide behind the signs. I finally break the rules and ask them how one gets customer service, and they point me towards a new, temporary area that is now serving as customer support. And of course, it has a 25+ person line up.
All the while I am still trying to solve this situation on my own with the airlines chat feature, which suddenly might work. Of course, the delay in which the representative is answering my messages starts to get longer and longer. Ironically or comically, I get to the front of the line where they tell me they can’t help me the same time she suddenly responds that she also can’t help me. You will see my snark reply in the photos below. (BTW the airline gave me €4 snack credit for my delay, that just made me angrier.)
The Research
So having nothing better to do and loads of time on my hands, (and a pissed off attitude) I researched my options. This is the process I followed to receive compensation:
I found out and read the whole EU regulation 261/2004 and Air Passenger Rights for the European Union here: https://transport.ec.europa.eu/transport-themes/passenger-rights/air_en. The most important items that determine the amount you may be due in compensation are the length of time delay and the mileage of your flight. From either of those formulas (and I was never sure which one took precedent) I believed I may be due up to €400.
I then took snapshot of all the chats I just had with the representative, as they were on the airline’s application. THIS WAS IMPORTANT. Because once midnight passed, my history with the agent was erased as it was a new day. I also took a screenshot of my original electronic boarding pass (which I recommend you do each time to fly so you don’t have to worry about the app deciding to sleep and fidget when you get to the gate agent). Adding your boarding pass to your electronic wallet on your phone also accomplishes the same thing.
The Application(s)
When applying, even though it says very clearly to apply for compensation from the airline first and then the EU only if that doesn’t work, I applied to both at the same time. I did this out of anger mostly, but also to let the airline know that I had officially filed with the EU as well. Most airlines will hide where to find the compensation forms and will send you emails saying what they can (minimally) offer you for your troubles. Ignore those.
First go down to the bottom of their website and look for “filing a claim” not “filing for a refund.” Had I accepted the airline refund I would have gotten €258 not the full €400 I was due under the law. (I guess if my flight was more than €400, I would have tried for both compensation and a refund, not sure if I could have, but at that point – what the hell!)
For this airline, I had to go to their Help Section first, and again it wants you to apply for a refund, but further down it said, “Apply for a Claim”. The questions are not difficult, but they let you add other documents at the end. This is when I added my screenshots of discussions with their agent and the full application I sent to the EU.
I filed on August 22, the day after the delayed flight, and was notified of their response and apology for the delay and notifying me I would receive €400 direct deposited into my account on October 4, one month and 12 days later. I saw it in my bank two weeks later.
My suggestions:
· Send to EU by email, copy the airlines customer service, you can also copy their ministry of aviation as well just to rub it in their nose.
· Complete both the airline’s complaint form and the EU’s fully and accurately.
· Take screen shots of texts, boarding pass, and other communication with the airline.
· Denote times of calls to customer service and other representatives, be specific.
· As angry as you are, don’t yell, get personal, or swear at agents, representatives in person, on the phone, or in chats. First off, get real, do you think they wanted this to happen and more importantly, what do you realistically think they might do to help?? Don’t get angry with the reps! Once you do, you may become persona non grata to them and may get you permanently banned from the airline.
Airlines may act like they have all the rights when flying, but it is a partnership with the flyers. Don’t forget that. Hope this was useful.
Thank you for reading my article. If you would like to read about other travel posts you can go to Articles to see all posts, or to Destinations to see them grouped by location. General travel tips can be found here.
