Bott and Co recovers £1,082.00 flight delay compensation from Emirates for couple who were told their flight to Dubai would not be leaving until the next day
Mrs A and her husband were travelling to Thailand on 3rd September 2013 to celebrate their anniversary. But the first leg of their journey from London Heathrow to Dubai was ruined when they were told their flight would be delayed until the following day.
“We arrived at the airport, checked-in and waited in the airport lounge. Our flight wasn’t on the board and when the time passed our scheduled departure time of 8.40am. This time passed and the board showed that there was a delay but no reason was given for this.”
Finally called to the Emirates gate, but the wait didn’t end there…
“We were finally called to the gate at around 10.30am where we were told the flight had been cancelled and would not be leaving that day; the earliest we could fly might not have been until the following day. There was mention of the flight delay being caused by a bird strike.
“Everybody was given a piece of paper with the registration desk details on and told to sort out their own alternative flights. We were given no help from Emirates representatives.
“They put everybody on a bus to a hotel. Luckily, we managed to re-book ourselves onto a flight that left that evening at around 10pm but we had to get a taxi back to the airport when our alternative flight was due.”
Emirates provided the delayed passengers with food vouchers and arranged for people to have dinner, hotel accommodation and breakfast.
The thing that really annoyed me was that we had to do everything ourselves with no help from Emirates.
“I haven’t got a complaint about the way they managed the hotel and vouchers for lunch and an evening meal; it was the whole ‘do it yourself’ bit that annoyed me most. They didn’t want anything to do with it. Emirates didn’t offer to help people re-book on other Emirates flights.
“I would have expected Emirates to help us but they just gave us the bit of paper. There were a lot of people there who couldn’t understand and didn’t have a clue what to do. They had no hope really. Emirates could have been much more helpful.
“From the way the Emirates representatives were talking, it felt like they had known for hours that the flight was late. I think they delayed telling us for a while.
“We missed the flight we were due to get from Dubai to Thailand. We were fortunate in that we got a flight out that night.”
Mr and Mrs A arrived in Thailand much later in the day than they were expecting.
“I think that Emirates handled it badly, passengers were angry and upset.”
Claiming flight delay compensation from Emirates
“I knew at the time about the recent changes in regulations and about EU Regulation 261 so I wrote to the airline at the beginning of November to claim. Six weeks later they replied saying that we weren’t eligible for flight delay compensation.
“Over the last 18 months or so it felt like they were taking the mickey by not paying, the most annoying thing was the way they managed it at the time.
“I read in The Guardian about Bott and Co and then decided to find out some more information from them before submitting a claim. A few weeks later I decided Bott and Co was the route I was going to take in order to pursue the airline for compensation.”
I just handed it over to Bott and Co and it was all sorted out for me
“Overall the service has been fantastic, I cannot fault it. I just handed it over and it was all sorted out for me.
“It saved me all the hassle. I have never used a company like Bott and Co before so I have nothing to compare it with but from my experience of using the service, it has been great.”