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Hi all,
My elderly parents flew to Anchorage on 8 June, leaving Heathrow hours late on DL5975 (operated by Virgin) and, therefore, missing their connection to DL931 in SEA before finally taking DL936 to ANC. The second flight (SEA>ANC) saw them downgraded from business to economy.
Despite the delays and missed flight, and thanks to a four-hour layover originally scheduled, they got to the gate in Anchorage just 2h58m late, although I assume it took a minute or two to open the doors. Would I be right in assuming there’s no compensation payable for the delays? They obviously had lounge access, so there are no food or drink bills to be reimbursed.
They will, I’m sure, be due something from the downgrade. Is this something they might need to claim directly, will it be sorted automatically, or should they pass it all on to their Trailfinders consultant to deal with?
The reason I’m asking is that my father is likely to write a physical letter to the CEO of Virgin, complaining about just about everything, and then expect a detailed and personal response directly from somebody senior — probably Richard Branson himself! He doesn’t quite get the scale of global corporations and that, ultimately, he’s just another line on a spreadsheet somewhere. His handful of admittedly very expensive flights each year, spread around a number of airlines, won’t register on anybody’s radar as requiring special attention.
Thanks in advance for any assistance.
@FrontSeatPhil – I’m afraid you are right about writing to the CEO or Richard Branson. Your father will received a boiler plate apology from a fairly junior functionary which won’t address all the issues so will probably just annoy.
While I too would be annoyed about the messed up journey, delays happen and the processes worked to get your parents to their final destination, hopefully with their luggage, not unduly late. It is only the arrival time at the final destination that counts and under three hours doesn’t get any compensation – and over three but under four hours only gets you 50%.
In respect of the downgrade (assuming it was all on one ticket) that’s unlikely to be reimbursed automatically. It may be worth contacting Trailfinders initially but they may send you to Virgin who I think also handle Delta 261 claims in the UK since it’s Delta’s responsibility for the downgrade.
The calculation of the downgrade should be based on 50% of the pro-rated fare for that sector only and any class tax/fee difference. Trailfinders should be able to help calculate this.
Thanks, @JDB, that’s pretty much what I’d thought. There’s possibly a case to argue over those final two minutes – arriving at the gate and having the doors open are two different times, of course – but I don’t think I’d push the case too hard.
I’ll speak to their consultant at Trailfinders to see if he’ll handle the downgrade, and get the info required from him if not and sort that on my parents behalf. Hopefully we can avoid my father sending letters by Special Delivery directly to Richard Branson!
Remember compensation for the delay (even if it was over 3 hrs by time the doors opened and passengers allowed to leave) depends on the reason why it was delayed.
So before bothering Sir Richard ask them what they were told on the day about it.
@FrontSeatPhil – although the onus is be on DL to show the delay was under three hours, it’s quite difficult for you to contradict if the airport and flight records that show an arrival inside three hours late and they can always find a few minutes of ‘extraordinary circumstances’ delay to get it back under the three hours.
Worth checking if the arrival time was actually the arrival at the gate, or if it was the landing time. If the plane landed 2hr58 late the. The arrival time (doors open and passengers able to leave) would almost certainly be beyond 3hrs.
Worth checking if the arrival time was actually the arrival at the gate, or if it was the landing time. If the plane landed 2hr58 late the. The arrival time (doors open and passengers able to leave) would almost certainly be beyond 3hrs.
2h58 late was the gate arrival – the aircraft landed a few minutes earlier and had a very short direct taxi to the gate. @BAFlyerIHgStayer says, those minutes also don’t matter until one has ascertained the reason for the delayed arrival into Seattle. It’s quite a mountain to climb re doors opening vs gate arrival.
From a technical aspect the Flight Management Computer (FMC) records the time the aircraft stops, it then displays this time when the first door opens. If the aircraft moves before the door opens this time is overwritten when the aircraft stops again. This is what is recorded as arrival time, it is incredibly difficult to prove the actual door opening time unless you are stood there with a camera and take a photo with a time stamp! I also think it quite unfair on the airline to quibble about a few minutes at this stage.
The original delay started at LHR, which led to the missed connection. It was definitely a technical issue, so had they finally arrived in Anchorage more than three hours late, I would have had zero hesitation in submitting the claim.
Their Trailfinders consultant was already aware of the downgrade and is dealing with it, which should make life easier for my parents.
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