Flight cancellations and customer service

[peregrina2000]

Just about a week ago, I was in Madeira, hoping to arrive in Lisbon on a Sunday night. Our flight to Lisbon was delayed several times because of high winds, and then they finally cancelled it. My first surprise was that during the several hours of delay, TAP gave us all vouchers to go get something to eat in the airport. But then, much to my astonishment, when the flight was finally cancelled, we were not just left to fend for ourselves. We got vouchers for taxis to and from the airport, a reservation in a nearby 4 star hotel and both dinner and breakfast were included. My jaw literally dropped. I assume this is an EU requirement? In the US, as many of us know, when a flight is cancelled because of weather, oh well, it's your problem!

Buen camino, Laurie

 

[cher99840]

Very interesting. I've been treated that well in the US when cancelled for mechanicals but not for weather.

 

[peregrina2000]

Some of the people I talked to in the airport while we were all waiting told me that not all airlines are as compliant as TAP. So, word to the wise, if you are in Europe and your flight is cancelled, know your rights!

 

[Giselleontour]

It depends what weather it is if you get this kind of customer service or not. If it is unexpected and heavy like snow, fog or a thunderstorm airlines can offer this customer service to protect from money replacement and more. They have to do the customer service if the airplane has mechanical issues or the crew is not complete at the airport. And if there is an unexpected extreme bad weather like a snow storm.
In your case is was in Madeira and the runway is build " into" the ocean. The winds there are heavy and strong. Often flights get cancelled. They could fly, but you as a passenger would be very scared. And this makes the difference. They could fly but decide to stay in place. So they have to support you.

I hope I could explain the difference between they have to support the passengers or they can support them.

 

[jsalt]

Hi Laurie, a couple of years ago I got bumped off a morning flight from Lisbon to Rome by TAP as they had overbooked. They scheduled me onto the late evening flight instead and gave me FOUR HUNDRED EUROS IN CASH as compensation, plus lunch vouchers. I spent a lovely day at the airport chatting with the nice young man from Mozambique who had also got bumped off.
Jill

 

[Saint Mike II]

Hola Laurie - you have just had the benefit of the EU consumer laws. Sometimes the airlines - especially the full service ones - will volunteer the service you experienced, some you not only need to ASK you might even need to be a bit forceful. My only reservation was that the delay/cancellation was not TAP's fault - it was weather related, so they have just decided that the hotel was the best customer service option. Don't let your US airlines hear about this - I can hear their screams here in Oz. Cheers

 

[Anemone del Camino]

Yup, standard way of handling things in Europe. Mind you, flying back from Mexico one day in transit in the US our flight was delayed so we arrived too late to catch the next one. Shuttle to the airport Sheraton and a night there paid for. May have been one of the NYC airportd or O'Hare.

 

[nycwalking]

Peregrina2000,
Glad your, "Act of God", flight problem was handled in a godly manner.
Travel well and buen camino.

 

[peregrina2000]

A Canadian friend of mine just reminded me that when she was stranded in London due to the Icelandic volcanic eruption, BA put her up, full room and board, for two weeks! in central London!

 

[movinmaggie]

I fly with BA often. On my last flight, word got to one of the stewards that a young couple ( sitting across from me), were on their honeymoon. He came back escorted them up to First Class.

 

[SanJo]

Just about a week ago, I was in Madeira, hoping to arrive in Lisbon on a Sunday night. Our flight to Lisbon was delayed several times because of high winds, and then they finally cancelled it. My first surprise was that during the several hours of delay, TAP gave us all vouchers to go get something to eat in the airport. But then, much to my astonishment, when the flight was finally cancelled, we were not just left to fend for ourselves. We got vouchers for taxis to and from the airport, a reservation in a nearby 4 star hotel and both dinner and breakfast were included. My jaw literally dropped. I assume this is an EU requirement? In the US, as many of us know, when a flight is cancelled because of weather, oh well, it's your problem!

Buen camino, Laurie

Our flight from Guadalajara was once cancelled due to something wrong with the plane...they put us up in the airport hotel for the night and gave us vouchers for dinner and breakfast. Another time in MX, we got free drinks and food on board. In Canada you have to pay for your own hotel if needed, but you do get vouchers to eat at the airport and sometimes, a free flight voucher. I´ve never had a US flight cancelled...