Bott and Co recover £1,542 in flight compensation for family from Bracknell after exhausting 11½ hour flight delay.
Gary Rogers, his wife, three young children and elderly parents arrived at Malaga airport on 29th June 2013 after a fantastic family holiday.
At check-in they were casually told that their Monarch flight would be delayed. What they didn’t anticipate was the long and unexplained wait ahead of them.
“We sat patiently for hours with our scheduled departure time of 1.25pm coming and going, we just became restless. Staff made no attempts to put passengers at ease, with no representatives in sight.”
The impact and upset the flight delay caused to the kids was unnecessary
“The airport facilities weren’t accommodating for long delays, especially for young children and the elderly. Everyone became increasingly agitated.”
After numerous complaints from passengers, the family received a €15 voucher each for food and drink.
Some 10 hours later, everyone was called to the gate. Gary said, “I couldn’t believe we were boarding the plane at midnight, having arrived at the airport earlier that day.”
Upon his return home, Mr Rogers contacted Monarch receiving a response that he was not entitled to compensation. Undeterred, he wrote to the Spanish Aviation Authority (AESA).
“After waiting several months for the AESA to respond, they told me that I was entitled to flight delay compensation under EC 261/2004, so I contacted Monarch again.
“Monarch simply wrote back stating that AESA had no legal authority in the UK and cannot enforce their decisions. Our claim was just being ignored.”
“The airline’s complete disregard for the welfare of the kids was one of the reasons that led me to claim myself.”
“I found the government Money Claims Online (MCOL) website and completed the forms and sent off the required £85.00 to begin proceedings. But I then realised this route did not fit the circumstances as I wasn’t just claiming for myself but for my family too.
I started to run out of options
After doing some further research online, Mr Rogers came across a social media page which mentioned Bott and Co. He made contact via the online forms and chose to entrust Bott and Co with his claim.
“Good communication from start to finish made me wish I’d gone to Bott and Co in the first place”
“Don’t be fobbed off by the airlines excuses and their attempts to hide behind the extraordinary circumstances defence”.
Good communication from start to finish made me wish I’d gone to Bott and Co in the first place
“After months and numerous routes of trying to claim before finding Bott and Co, our claim was settled. We received £220.40 each in compensation, amounting to £1,542.80.
Mr Rogers said his claim was quickly dealt with from the moment he rang Bott and Co and he was impressed with the online part of the service.
“My advice to anyone else with a flight delay claim would be to be patient and persistent. Don’t give up if you think you’re entitled to compensation.”