Rashid Lakhesar from Canning Town, East London, was travelling with his wife and eight month old baby daughter from London Heathrow Airport to Queen Alia International Airport, Jordan, via Saudi Arabia to visit family. However after a diversion followed by a severe delay at the hands of Royal Jordanian, Rashid says the family became ill.
Just twenty-five minutes into their first flight to King Abdulaziz International Airport, Jeddah, in Saudi Arabia, Rashid and fellow passengers were informed that they had to land in Paris first to pick up passengers that had been stranded due to inclement weather conditions.
After having been reassured that they would only be in Paris for one hour, they actually ended up spending just under three hours there, which was compounded by the fact that their flight from Heathrow had left one hour and twenty minutes late already.
Describing everybody’s anger at the disorganisation, Rashid says, “Everybody was furious… cleaning staff came on board with hoovers and buckets, and the new passengers were just sitting down in any seat. It was a big commotion.”
Rashid’s baby and other babies started crying due to the havoc.
Hugely lacking customer service from Royal Jordanian
Once landed in Ammam, Rashid and his family were not offered a hotel room, as he and his family had been told at 2.30am that there was a flight departing from the airport at 6am.
However, ninety minutes later, Royal Jordanian contradicted itself by admitting that there actually wasn’t a flight departing at all, so they simply had to wait for more information. In the meantime, the family, including Rashid’s eight month old, had to sleep on the floor.
It is at this time that she became ill, coughing and suffering from a fever. Rashid attempted to get help from the airline, but all they offered was a food voucher to himself and his wife, which gave them very limited options for food. No apology or mention of flight delay compensation was put forward.
Rashid couldn’t find any airline representatives, and had to make a costly call to the UK to plea with his travel agent to help sort out the mess.
He describes the whole ordeal as “horrific”, and highlights that there was next to zero help from the airline at fault: “The staff were very ignorant and unhelpful, they had no sympathy for us. We were travelling with three brothers and I overheard one of them saying that the delay had caused him to miss his own wedding day.”
The nightmare doesn’t end after arriving in Jordan
After more than nine hellish hours, Rashid and his family eventually landed in their arrival airport.
Unfortunately, the incident had not only had an immediate impact upon Rashid, his wife and daughter, but his brother in Jordan had taken the day off work to pick them up from the airport, and it was all for nothing.
His daughter was ill throughout the entirety of their visit, and continued to be ill even two and a half weeks after they returned home. In turn, this then caused Rashid and his wife to become poorly too.
Rashid had to take an extra two days off work and take a course of antibiotics, which he says is far from ideal: “I felt awful, and also I have a disabled mother, and I was very scared of passing it on to her as it would affect her even more.”
Hoping to be compensated for the awful experience
Rashid will not forget this experience and the effects it had on his family, and so turned to Bott and Co for help securing compensation.
The family are entitled to €600 each in flight delay compensation under EC Regulation 261/2004 for the cancellation.
Although the total delay length exceeded nine hours, they were delayed at different points throughout their journey and so this does not count as one delay. Bott and Co believe that although they cannot claim for a delayed flight, they can claim for the cancellation which occurred in Paris when they were told that their replacement flight following the diversion to Paris was not going ahead as they were informed.
Rashid has told Bott and Co that he would never fly with Royal Jordanian again, and would advise anybody else against travelling with them.
Get An Instant Decision
Check if you can claim compensation for a delayed flight with our instant flight claim checker.Check YOUR FLIGHT CLAIM