Holiday Trauma - Massive Delays - Suggestions?

[MaxZ]

I've put this up on here, as you guys tend to be quite helpful, and come up with ideas that I haven't though of before.

I went on a holiday to El Gouna (30km from Hurghada, Egypt) for a week departing on 4th April and due back on 11th April at 22:30 (landing time) 17:30 (departure time) 2:40 (agreed pick-up).

Had a good holiday, but come the end it all has left me completely knackered out and restless.

Was all set and ready to go at pick-up time, waiting for the bus 20 mins before agreed time. With no show 30 mins after agreed time, I've decided to call the company via reception, no answer 3/4 times. An hour after pick up was scheduled, we get through with information that flight has been delayed by 8 hours to 1:30 take-off, due to technical problems. Pick up would be at 10.45. At this point, we are promised 10 pounds worth of compensation for food/drink at airport by the representative.

Ok go off on our way, spend rest of day on the beach, have a snack and wait for pickup. 30 mins before agreed time, we call the representative to make sure all is as planned. We get told, flight has been postponed to 4:00, but pick-up is same, where all passengers will be taken to Hilton in Hurghada for food and drinks.

At 10:40 the bus arrives, takes us and other fellow passengers to Hilton, where we are met with no representative and the bus driver tells us to go to reception. Concierge assume we are checking in.
In the lobby, there are over 100 passengers just sitting around, trying to catch some sleep. No sight of food/drinks. Someone mentions coupons for free drinks, none arise. By this point, it's 23:30.

At 12:45am, 3 coaches appear outside, someone hears that they are to take us to airport. Everyone rushes outside trying to board. The spaces weren't calculated, as with luggage in the hull of one of the coaches, we attempt to get seats, to find out they are all taken.
Bus driver drives off, where me and my friend are left standing by the middle door/toilet, with no seatbelt hoping not to fall off/hit something.

At 1:15 we reach airport, where we are led through to check-in. Go through security, wait for announcement.

At 3:30am, boarding begins, by 4:15am, we are sitting in our designated seats. First official word comes from the crew staff, new plane was called in from Tenerife, this crew has served it's shift, so we are due to fly shortly to Sharm El Sheikh (20 min flight) for a crew change.

Arrive at Sharm at 4:20. We are told we have to disembark the aircraft for safety reasons. All passengers are directed towards a claustrophobic sealed off lounge, with a small shop selling food, with no gratuatory drinks/food provided.

Boarding begins again at 5:45am (Sharm El Sheikh Airport). Flight departs around 7am local time.

Flight lands at 11:50am in Manchester, small delay for a gate to be assigned.
Disembark aircraft, and we are told the airline carried out everything within guidelines, all compensation is to be pursued via travel insurance. I am provided with a delay note, stating the scheduled and actual depart/arrive times from Hurghada/Sharm El Sheikh/Manchester Airport.

At some point, I overheard that some customers were offered a change to the London Gatwick flight, of which I wasn't informed of, originally in Egypt. Lack of information ensues.

Now, I would like to find out, whether I have reasonable grounds, to suggest that the customer service of the airline in question was sub-par and that I have reasonable grounds for seeking compensation.

My car parking was booked for collection at 12am on 12th November, I didn't collect my car until 1:30pm that day.

My travel insurance states that I am eligible for only 25 pounds per 12 hour delay.

What I would like to know is where do I stand? Whilst on board the plane, we were given out customer surveys/standard procedure, which didn't provide reasonable element for complaints, but a generic form of numerative data gathering on performance measurement. I feel, as a customer, that we have been neglected, and over stressed.

Sorry for the long, essay, but it's not a simple problem, it contained more than a single twist.

[olop_chris]

Really sorry to hear about that! Sounds extremely stressful, I can't really help with any info, as the worst thing i've experienced was luggage not getting on the plan with me to Spain and being without luggage.

Best of luck!

[Gra-GT]

Mate that sounds absolutely awful

Same as Chris though, I've never really been in that situation, as I've always been pretty lucky with flights so far *touches wood/*

However I would think you are well within you rights to complain, and get some good compensation. That bit about getting compensation from insurance instead has got to be complete Boll*kcs, as surely it was all the airlines fault, if the problem was with the plane.

A quick google search came up with this website

http://www.caa.co.uk/default.aspx?catid ... ageid=2186

They seem pretty helpful, also has a link to ABTA and AITO, and I believe they are the regulating bodies for airlines, etc (Like OFCOM or ICSTIS or something)

I would imaging just sending a letter to your airline/tour operator detailing exactly what you've said above should do the trick and say you expect compensation. Just remember to try not to be too arsey/snotty with them in the letter, as like that website says you are trying to get them on your side and it wasn't their fault in the office, etc.

Also I believe (not entirely sure on the exact details), but I'm sure the laws are something along the lines of;

If your are delayed for more than 6 hours then you get refreshment vouchers,
after so long you get a hotel room or something.

Like I said, not too sure of the specifics but its something like that anyway, I'm sure google can help with that. But if you had no refreshments or anything like you said then you've got a good case against them.

Good luck mate

[DanDiesel]

Thats so bad Max, hope you get it all sorted soon mate!

Last year when I was in Rhodes, our flight was delayed because the plane had a technical problem at Gatwick which had to be fixed so we were stuck in a fairly small Rhodes terminal with not many shops to look around.

There had already been a delay with check in as the terminal had had a power cut just before we got there. We ended up checking in 20 minutes before our flight was scheduled to leave

All credit to Thomas Cook though, they were very informative, they did their best to make sure everyone got checked in as qyuickly as possible and as soon as they found out about the delayed flight, we all got food a drinks vouchers.

In the end, i think it was a 4 hour delay.

[MaxZ]

Thanks for the advice guys, I've written to the airline company yesterday, specifying that I was extremely dissatisfied with the service provided.

Looking forward to seeing their reply, probably some complimentary 10 quid off vouchers off holiday worth over 500.

[Tim_GTi]

That sucks mate, totally not on.

A while ago on a family holiday there was quite a large mess up. We ended up being delayed by over a day.

I can't remember the exact details (It was quite a while ago), but I can remember having to keep the receipts for everything because the airline was paying us back once they'd been sent. In terms of conpensation though, I don't know what was settled upon sorry.

[NAZPOLOGTI]

Hi, i know the feeling!!! it happened to me!, was in Barcelona on my way back to England, the flight was suppose to set off for 5am-ish, but due to "technical problems" we ended up leaving at 9pm! No hotel was provided!, we were given "complementary" vouchers, for food within the airport. The thing that annoyed us (me and mates) the most was the fact they kept displaying a different time on the screens every so often, so that people wouldnt complain as much! I too, had my car in a airport car park, and had to drive 2.5 hours from Standsted airport to birmingham!
In terms of compensation, i havent really pursued it, because it would probably be more hassle then gain, which is the lazy way of looking at it..Ive been told that if you had work the day you were due to arrive, then the airline that delayed you, would compensate the amount you were to earn on that day...how true this is, im not sure!...Sorry, i know i havent been much help, just thought id say i know the feeling, and it sucks!!