Travel Distruption Compensation Help
Discussion
Hopefully this is the right sub-forum and someone can help me with seeking some compensation / renumeration for our bad start to our holiday. The original Plan was as follows
Heathrow to Lisbon
2hr50min layover
Lisbon to Maputo
6hrs Layover
Maputo to Inhambane ( local airport )
The Maputo to Inhambane flight only happens twice a week, we had booked it out for a week on the cost and then were travelling pack a week later ( Wednesday to Wednesday )
So on the 18th of October this is what happened -
The first flight (TP1359) after we had boarded was delayed due to Air traffic control issues and arrived 2 hours 50 minutes late at Lisbon which resulted in missing the connecting flight onwards from Lisbon to Maputo. We were met at the gate by a representative who offered us an alternate flight for the next morning, this was Lisbon – Paris – Angola – Maputo. We declined this as it was too many connections, and our final destination was not Maputo. After an hour or two at customer service desk, where they initially didn’t agree on paying for a hotel and told us we would have to claim it back, we got booked on a Lisbon – Heathrow flight the next morning and then would fly Heathrow to Johannesburg that evening, as they couldn’t facilitate the last part of a flight we booked ourselves a Johannesburg to Vilankulos flight. Vilankulos is the next nearest airport to Inhambane and we would have to get a 4hour / $200 taxi to reach our final destination.
We did the above and arrived a date later then planned. When we went to fly back we had to pay a ticket re-issue fee to the local airline as we had used our tickets out of sequence, this was for the Inhambane – Maputo flight.
Who should I be chasing for compensation / reimbursement ? if anyone ? we have travel insurance and my initial enquiry they said this wasn’t covered but I am not sure if we are saying the right thing to trigger the right clause.
On Friday we got this response from the airline:
We apologize for the delay of flight TP 1359 from London to Lisbon on 18 October 2022 and the missed connection to TP 283.
Please allow us to inform you that flight TP 1359 was delayed due to ATFM due to restriction at destination airport, airport and/or runway closed due to obstruction, industrial action, staff shortage, political unrest, noise abatement, night curfew, special flights. In line with current legislation, such situations are beyond the control of airlines and are considered extraordinary circumstances, and passengers are not entitled to compensation. Hence, we respectfully deny your claim for compensation.
However, we will be unable to accede to your request for reimbursement of these expenses. I advise you to contact your travel insurer for reimbursement of these expenses. Our intention is not to cause inconvenience to you and would like to reassure you that we will never deny reimbursement, where its awarding is due.
Heathrow to Lisbon
2hr50min layover
Lisbon to Maputo
6hrs Layover
Maputo to Inhambane ( local airport )
The Maputo to Inhambane flight only happens twice a week, we had booked it out for a week on the cost and then were travelling pack a week later ( Wednesday to Wednesday )
So on the 18th of October this is what happened -
The first flight (TP1359) after we had boarded was delayed due to Air traffic control issues and arrived 2 hours 50 minutes late at Lisbon which resulted in missing the connecting flight onwards from Lisbon to Maputo. We were met at the gate by a representative who offered us an alternate flight for the next morning, this was Lisbon – Paris – Angola – Maputo. We declined this as it was too many connections, and our final destination was not Maputo. After an hour or two at customer service desk, where they initially didn’t agree on paying for a hotel and told us we would have to claim it back, we got booked on a Lisbon – Heathrow flight the next morning and then would fly Heathrow to Johannesburg that evening, as they couldn’t facilitate the last part of a flight we booked ourselves a Johannesburg to Vilankulos flight. Vilankulos is the next nearest airport to Inhambane and we would have to get a 4hour / $200 taxi to reach our final destination.
We did the above and arrived a date later then planned. When we went to fly back we had to pay a ticket re-issue fee to the local airline as we had used our tickets out of sequence, this was for the Inhambane – Maputo flight.
Who should I be chasing for compensation / reimbursement ? if anyone ? we have travel insurance and my initial enquiry they said this wasn’t covered but I am not sure if we are saying the right thing to trigger the right clause.
On Friday we got this response from the airline:
We apologize for the delay of flight TP 1359 from London to Lisbon on 18 October 2022 and the missed connection to TP 283.
Please allow us to inform you that flight TP 1359 was delayed due to ATFM due to restriction at destination airport, airport and/or runway closed due to obstruction, industrial action, staff shortage, political unrest, noise abatement, night curfew, special flights. In line with current legislation, such situations are beyond the control of airlines and are considered extraordinary circumstances, and passengers are not entitled to compensation. Hence, we respectfully deny your claim for compensation.
However, we will be unable to accede to your request for reimbursement of these expenses. I advise you to contact your travel insurer for reimbursement of these expenses. Our intention is not to cause inconvenience to you and would like to reassure you that we will never deny reimbursement, where its awarding is due.
mattdavies said:
Who should I be chasing for compensation / reimbursement ?
TAP, as it was their flight into their hub [albeit Lisbon is French owned, hence the strikes lol] that caused you all the follow on issues. I would imagine they'll respond by saying they offered alternatives which you refused, which may then allow them a way out. Was the trip all on one ticket or was the last leg on a different ticket? If it was all on the same ticket and the same PNR, then TAP owes you the money. The reply you received is nothing more than a generic reply to fob people off. Even though TAP's position is they are not responsible, they are. The flow restrictions are known beforehand and had they been proactive, they could have re-routed you at LHR. You might have to argue a little about the offer TAP made, but just dig your heels in. If worse comes to worst, don't hesitate to use MOL to get your compensation.
This straight insurance claim, nothing to do with TAP, unless that 3rd leg was part of their itinerary?
One more thing. For non-frequent connections, such as this one, it pays to build some resilience into your itinerary. A pre-arranged overnight in LIS would have mitigated this one for example.
One more thing. For non-frequent connections, such as this one, it pays to build some resilience into your itinerary. A pre-arranged overnight in LIS would have mitigated this one for example.
mcflurry said:
Were the 3 legs part of the same booking or same airline co?
The Lisbon to Maputo was one ticket, the internal flight was a seperate booking. phil squares said:
Even though TAP's position is they are not responsible, they are. The flow restrictions are known beforehand and had they been proactive, they could have re-routed you at LHR. You might have to argue a little about the offer TAP made, but just dig your heels in. If worse comes to worst, don't hesitate to use MOL to get your compensation.
TAP have been slow responding and want it all via their online portal, We have raised it with ADR Aviation but dont hold much hope. What is MOL ?oyster said:
This straight insurance claim, nothing to do with TAP, unless that 3rd leg was part of their itinerary?
One more thing. For non-frequent connections, such as this one, it pays to build some resilience into your itinerary. A pre-arranged overnight in LIS would have mitigated this one for example.
One more thing. For non-frequent connections, such as this one, it pays to build some resilience into your itinerary. A pre-arranged overnight in LIS would have mitigated this one for example.
Yes, we have now learnt this, hindisght, we have also decided that we will look to fly the long leg first so we are at least on the same continent / area, so in this case, if we go back we would just fly straight to Johannesburg
MOL is Money Claim online. Or, small claims court. www.moneyclaim.gov.uk
The instructions are very clear, just follow them and it will lead you step by step through the process.
The instructions are very clear, just follow them and it will lead you step by step through the process.
phil squares said:
MOL is Money Claim online. Or, small claims court. www.moneyclaim.gov.uk
The instructions are very clear, just follow them and it will lead you step by step through the process.
Thank you. I will use them if TAP continue to drag their heels The instructions are very clear, just follow them and it will lead you step by step through the process.
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