Ethihad, Ash & Customer Care........

[souwow]

Hi can anyone help?

My GF was due to depart today on Etihad EY401 to Abu Dhabi the on to Dublin. They have canceled the flight due to the Ash problem here in Dublin. She was told "Call or come back in a few days and we will arrange another flight, and we wont charge you for changing your ticket". I asked her to ask about providing food and accomodation for the few days she is stranded, they said no just go away and call in a few days.

I don't know what they are or are not obliged to do but it seems very harsh. Does anyone know what their obligation if any are to a customer when the airline cancel's a flight?

Regards.............

[metisdead]

I found this on a search:

•No hotel or transport - weather related cancellations exempt the airline from compensating passengers. Inclement weather is considered a force majeure or an act of god, and airlines are not required to pay for food / transport / lodging. Exceptions are sometimes made, but should not be expected.

http://airtravel.about.com/od/flightdelays...iciescommon.htm

[Farma]

I'm no expert but saw an interview with a travel "expert" on SKY news just before. He gave the impression the airlines are under no obligation as its an act of nature. The airlines could decide on a refund or change of flights.

He suggested people who booked through an agent should contact that agent and let them sort out compensation. Others should contact their travel insurance companies.

At the time of the interview insurance companies had not indicated to him what their intentions were.

[souwow]

Just found this on the Irish Times Website dated today regarding todays cancellations.

The airlines must also offer meals, refreshments and hotel accommodation where a stay of one or more nights is necessary. If an airline offers a flight to an alternative airport they must bear the cost of transferring you from that alternative airport to the one in your reservation or to another close-by destination agreed with you.

“In realty many airlines do not provide these things as a matter of course,” Caroline Curneen of the European Consumer Centre in Dublin told The Irish Times this morning.

She advised anyone who has been affected by this morning’s cancellations to keep all receipts for expenses incurred as a result and to submit a claim in writing, enclosing copies of all the receipts directly to the airline in question. If the airline does not respond within ten working days passengers should make a complaint to the Commission for Aviation Regulation.

[thaibear1]

I found this on a search:

•No hotel or transport - weather related cancellations exempt the airline from compensating passengers. Inclement weather is considered a force majeure or an act of god, and airlines are not required to pay for food / transport / lodging. Exceptions are sometimes made, but should not be expected.

http://airtravel.about.com/od/flightdelays...iciescommon.htm

You are fully right, I am member of IATA, in case of force majeure all service are good will and facultative by the airline. At the moment in Europe (Paris, London, Farnfurt etc.) are cancelled ca. 7000 flights and it seem will be more because the vulcan ash move south east. All this measure are for security of passenger then the ash is hard as glass and stone and can easily damage any turbine.

[vera5212]

No compensation in case of force majeur, which is the case now.

Am in Brussels now and airport is closed. It will remain closed to at least 18:00 hrs tomorrow.

Propose your GF contacts Etihad daily to check status

[tolsti]

From the Etihad Website http://www.etihadairways.com/sites/etihad/...ravel-news.aspx

Volcanic ash disrupts UK flights

Etihad Airways has cancelled its flights to the UK and Ireland this evening and early tomorrow, due to all UK and Irish airports remaining closed following the spread of volcanic ash.

As at 7pm local Abu Dhabi time, the following flights on the Etihad network have been affected:

Cancelled:

Thursday 15 April:

• EY21, Abu Dhabi to Manchester, due to depart at 10.10am local time ;

• EY17, Abu Dhabi to London Heathrow, due to depart at 1.30pm local time;

• EY20, London Heathrow to Abu Dhabi, due to depart at 2.45pm local time;

• EY22, Manchester to Abu Dhabi, due to depart at 9.05pm local time; and

• EY18, London Heathrow to Abu Dhabi due to depart at 9.20pm local time,

Friday 16 April:

• EY15, Abu Dhabi to Manchester, due to depart at 2.15am local time;

• EY11, Abu Dhabi to London, due to depart at 2.35am local time;

• EY45, Abu Dhabi to Dublin, due to depart at 2.35am local time;

• EY19, Abu Dhabi to London, due to depart at 8.30am local time;

• EY12, London Heathrow to Abu Dhabi, due to depart at 9.10am local time;

• EY16, Manchester to Abu Dhabi, due to depart at 9.25am local time;

• EY42, Dublin to Abu Dhabi, due to depart at 9.50am local time; and

• EY20, London to Abu Dhabi, due to depart London at 2.45pm local time.

Diverted:

Thursday April 15:

• EY19, Abu Dhabi to London Heathrow diverted to Paris Charles de Gaulle; and

• EY41, Abu Dhabi to Dublin, diverted to Munich.

Customers in the UAE with any queries about Etihad flights can contact the airline on the toll free

number, 800 550 55. Customers in the UK can contact the airline on its toll free number, 0800 917 7521.

Customers in other overseas locations can contact their local office or +971 25 990 900.

Due to the situation highlighted above, Etihad Airways (EY) will now offer their guests who were booked and ticketed to travel on a cancelled flight between 15th – 16th – 17th April 2010, the following alternatives:

a. Cancel their ticket and claim a full refund. Any fees associated with the refund are waived. Refund will be credited to the original form of payment.

b. Rebook to a new date subject to availability of seats in the original booking class. Any rebooking charges are waived.

• Travel must be completed within ticket validity or by 31st May 2010, whichever is longer.

• The rebooking must be completed within 4 weeks from the original flight.

• If the original booking class is not available, the higher booking class may be booked and the additional difference in fare must then be collected.

[clinique]

cant really expect them to stump up for food and accommodation because of 'mother nature'..

be reasonable. this is totally out of their control.

if all the airlines had to stump up this time,,they would all be declaring bankruptcy next month..

[Rinrada]

UK ..CLOSED ...and not a red in sight....bit of info..

When flights are cancelled within 14 days of travel, airlines are required to compensate customers.

There is also compensation available for delayed flights. This comes under EU rules.

However, airlines are not required to pay compensation for disruptions caused by extraordinary circumstances that are beyond their control.

In practice, this has included extreme weather conditions and it seems likely the volcanic cloud will not be covered by compensation rules.

James Fremantle, industry affairs manager for the Air Transport Users Council, said: 'It seems pretty unlikely that anyone will get compensation. This is an extraordinary event.

'But airlines are supposed to offer assistance to passengers - which could include anything up to paying for a hotel room if the delay means the have to wait overnight.'

However, some airlines have indicated they could compensate customers who find themselves out of pocket. British Airways, bmi and easyJet are offering customers a choice of a refund or a free transfer onto another flight when air services resume.

From This is money (with thanks).....sure there will be more on the subject to come...

[Kitsch22]

cant really expect them to stump up for food and accommodation because of 'mother nature'..

be reasonable. this is totally out of their control.

if all the airlines had to stump up this time,,they would all be declaring bankruptcy next month..

Indeed. This situation furnishes a good example of why prudent travelers carry adequate insurance.

[geriatrickid]

Considering the past experience of a downed aircraft and the near disaster over Indonesia, you should be happy that the airlines put their profits to the side and placed the security of everyone first. What's more desirable? The inconvenience of a flight delay or the heartache and trauma that follows when they fish bodies out of the ocean? I will gladly pay whatever costs are associated with a delay if it means I get to live.

[MB1]

Considering the past experience of a downed aircraft and the near disaster over Indonesia, you should be happy that the airlines put their profits to the side and placed the security of everyone first. What's more desirable? The inconvenience of a flight delay or the heartache and trauma that follows when they fish bodies out of the ocean? I will gladly pay whatever costs are associated with a delay if it means I get to live.

Was reading the Times Online and have also been watching various news reports with regards to the ash cloud situation, I'm amazed at some of the comments from people interviewed who have their travel plans ruined, one Scottish guy was saying "health and safety gone mad", IMO it's him that's mad and aint got a clue what he's on about, the National Air Traffic Service has said that safety is their main priority as the volcanic ash is a serious threat to aircraft safety.

As for the airlines losing money, well it's said to be over a £100 million loss for the UK by the weekend but the full cost will not be known for some time.

Maybe the "NATS" should allow those who are complaining to be allowed on test flights through the volcanic ash and see what they have to say about the situation then.

Edited April 16, 2010 by MB1

[tolsti]

Scottish ATC restrictions lifted from 1900 GMT today and English and Welsh restrictions from 0700 17/10

Edited April 16, 2010 by tolsti

[bangon04]

Given that airlines do not feel obliged to refund tickets which are "fixed" because of the force majeure get-out clause. what is the situation with flights or holidays booked by credit card?? Can you claim against the credit card company for goods and services not received?

[bangon04]

cant really expect them to stump up for food and accommodation because of 'mother nature'..

be reasonable. this is totally out of their control.

if all the airlines had to stump up this time,,they would all be declaring bankruptcy next month..

Indeed. This situation furnishes a good example of why prudent travelers carry adequate insurance.

Many insurance companies may try to get out of paying up, by using the Act of God line of argument......

[tolsti]

But a spokesman for the Association of British Insurers said: 'There is no "Act of God" exclusion in insurance policies.

'The term is usually used in the legal defence sector on the grounds that damage for which you are held liable was caused by circumstances beyond your control. Insurance policies do not contain such an exclusion.'

He added: 'The policy will set out what is insured and what the main exclusions are. If loss occurs from an event covered, then the insurer will pay out, in accordance with the terms and conditions.'

Read more: http://www.dailymail.co.uk/news/article-12...l#ixzz0lHdgj82f

[souwow]

Thanks Guys..............