No matter how much the flights cost, Excel offer a service that they clearly can not deliver on. Since I first got suspicious about them when they lost my tickets in the post, all I have heard is bad news. They should not be in business and, from what I have heard on the grapevine, they won't be much longer...
I've flown with many cheaper airlines than Excel before, and have never been treated as poorly!
Paully,
I'm cynical, your not.
Of course it costs money to provide backup services. Heck, it costs money to provide ANY service.
Excel have never been in the business of providing a service - their very existance is about making a profit.
I'm not being silly when I say airlines SHOULD anticipate technical problems - I anticipate computer problems when I design systems and built safeguards/redundancy into such systems. Yes it costs money - but so does paying compensation.
The legislation of 2004 was designed to counter this kind of wilfull disregard to customer service. For God's sake, don't defend a company that provides an abysmal service, rather, praise one that provides a good service - there's many of them about - especially when compared to Excel.
However, I digress. The facts stand on their own merits. It IS incumbant upon Excel to prove their technical reasons for cancellation lie outside the bounds of normality and expectation. It's not the passengers place to assume that.
Mike
I'm cynical, your not.
Of course it costs money to provide backup services. Heck, it costs money to provide ANY service.
Excel have never been in the business of providing a service - their very existance is about making a profit.
I'm not being silly when I say airlines SHOULD anticipate technical problems - I anticipate computer problems when I design systems and built safeguards/redundancy into such systems. Yes it costs money - but so does paying compensation.
The legislation of 2004 was designed to counter this kind of wilfull disregard to customer service. For God's sake, don't defend a company that provides an abysmal service, rather, praise one that provides a good service - there's many of them about - especially when compared to Excel.
However, I digress. The facts stand on their own merits. It IS incumbant upon Excel to prove their technical reasons for cancellation lie outside the bounds of normality and expectation. It's not the passengers place to assume that.
Mike
With general regard to the comment..... you get what you paid for..... this is strictly speaking true.
She paid for a flight from Gatwick to the Caribbean and back, on a certain date out, certain date back.
What did she get ?
Not Gatwick.
Not the agreed date out.
Somewhat later back.
Now, how many people order a fillet steak in a restaurant and when a burger arrives, fail to complain on the basis that it only cost £6.59 on a "specials" menu ?
So what do YOU think a fillet steak costs ? Sure, the burger fills you up. So everything's OK.
Mike
She paid for a flight from Gatwick to the Caribbean and back, on a certain date out, certain date back.
What did she get ?
Not Gatwick.
Not the agreed date out.
Somewhat later back.
Now, how many people order a fillet steak in a restaurant and when a burger arrives, fail to complain on the basis that it only cost £6.59 on a "specials" menu ?
So what do YOU think a fillet steak costs ? Sure, the burger fills you up. So everything's OK.
Mike
Mike
Firstly I wasnt defending excel,nor would I,the service provided was worse than abysmal and it is for the Airline concerned to try to justify their position,not me.
I didnt in any way infer that you were being silly,the point of my post was one of generalisation within the aviation industry,excel merely being one part of it.Interestly BA has reduced their standby aircraft to almost zero on the grounds of cost.
With oil hitting $70 its a tough world and the casualties are almost always the paying public.
It would be nice to think that this was the only bad news story this summer,but with the state the whole industry is in it wont be.
Firstly I wasnt defending excel,nor would I,the service provided was worse than abysmal and it is for the Airline concerned to try to justify their position,not me.
I didnt in any way infer that you were being silly,the point of my post was one of generalisation within the aviation industry,excel merely being one part of it.Interestly BA has reduced their standby aircraft to almost zero on the grounds of cost.
With oil hitting $70 its a tough world and the casualties are almost always the paying public.
It would be nice to think that this was the only bad news story this summer,but with the state the whole industry is in it wont be.
I have just suggested on the EXCEL AIRWAYS Q&As forum that we start up an online petition to lobby the travel companies... 
I have already spoken to one travel agent today who refuses business from anyone who wishes to use Excel
I have already spoken to one travel agent today who refuses business from anyone who wishes to use Excel
I was on the Manchester leg of the farse... sorry, flight XLA852.
I have written to excel siting my complaints, I fear I won't get anywhere should there customer relations staff be as helpful as the ground staff. I will take the matter further in the hope of some compensation. SarahJane, The Monarch flight we eventually got unfortunatley had a the same flight number, according to the screen and my boarding pass - I think Excel must be pretty adept at this and cover themselves as much as possible.
I'm with you though! I don't know how excel manage to operate... and to think they so clearly like to advertise on their website - 'World's leading charter airline'. How the hell does that work!?!? I've flown with many other cheaper airlines and never had these problems.
They clearly don't have enough planes and all their planes are very old - (accounts for all their technical difficulties I guess). They sell seats on flights that don't exist - as direct flights too - I paid to go from manchester to barbados and barbados to manchester yet found myself being flown to gatwick on my return, for a, guess what? yes a delayed flight up to Manchester!
I have written to excel siting my complaints, I fear I won't get anywhere should there customer relations staff be as helpful as the ground staff. I will take the matter further in the hope of some compensation. SarahJane, The Monarch flight we eventually got unfortunatley had a the same flight number, according to the screen and my boarding pass - I think Excel must be pretty adept at this and cover themselves as much as possible.
I'm with you though! I don't know how excel manage to operate... and to think they so clearly like to advertise on their website - 'World's leading charter airline'. How the hell does that work!?!? I've flown with many other cheaper airlines and never had these problems.
They clearly don't have enough planes and all their planes are very old - (accounts for all their technical difficulties I guess). They sell seats on flights that don't exist - as direct flights too - I paid to go from manchester to barbados and barbados to manchester yet found myself being flown to gatwick on my return, for a, guess what? yes a delayed flight up to Manchester!
I bet you were all fuming!
Anyone know how to create a website?!
It was only an hour or so, but there were a few raised voices. You remember on the flight they told us all it was 'policy' to go through passport control and to baggage reclaim? seemed a bit stupid at the time as surely with our baggage we'd have to check-in again for another flight? anyway, half way to baggage control some of us were stopped mid-way and told to go straight to the gate with a 'transit' card so went directly to the plane waiting for us (yes it was a real life plane!) but they missed a fair few who did as they were told... hunting them down took time, but all this due to the incompetence of excel staff - yet again!
Suzib, what were you told at the Manchester end while we were all being coached up? What time were you supposed to fly out, and did they give a reason for the delay? (I'm guessing it was 'technical difficulties')... When we arrived on the coach at 2pm it was really quiet and we wondered where you all were (the people we were picking up for the flight)... I thought for a minute that they lied about all of you too, or else they sent the plane off without us - I know the later not to be true now. I even met one Lady whose family had been waiting at Manchester since Thursday! Not to mention the frustration, I found the whole circus very bizarre 
I think some hard facts need to collated if you wish to pursue Excel and succeed.
Sarahjane, I read back through the thread and you say you booked the flights directly with Excel. With whom did you book the accommodation ? If that was booked with Excel also then they provided you with a package. You can claim one seventh of the entire "package" cost back from them as you missed one day of your holiday.
re. the flight number being the same with Monarch as it was with the Excel original flight from Gatwick - I don't know enough about the airline industry to be certain about the validity of this but some poster on this site is likely to know. Can a flight depart from a different airport using a different carrier and yet still retain the EXACT same flight number as the original ?
Generally, I'm in agreement with avoiding Excel. I chose to use My Travel (Airtours) when I flew with my wife to Luxor from Manchester earlier this year. The travel was scheduled with Excel - I asked to be changed.
My experience of dealing with Excel customer services is not a happy or productive one. Ultimately, I would suggest you seek professional legal advice as to where you stand as I'm fairly confident you will need to legally pressure Excel in order to get anywhere.
Mike
Sarahjane, I read back through the thread and you say you booked the flights directly with Excel. With whom did you book the accommodation ? If that was booked with Excel also then they provided you with a package. You can claim one seventh of the entire "package" cost back from them as you missed one day of your holiday.
re. the flight number being the same with Monarch as it was with the Excel original flight from Gatwick - I don't know enough about the airline industry to be certain about the validity of this but some poster on this site is likely to know. Can a flight depart from a different airport using a different carrier and yet still retain the EXACT same flight number as the original ?
Generally, I'm in agreement with avoiding Excel. I chose to use My Travel (Airtours) when I flew with my wife to Luxor from Manchester earlier this year. The travel was scheduled with Excel - I asked to be changed.
My experience of dealing with Excel customer services is not a happy or productive one. Ultimately, I would suggest you seek professional legal advice as to where you stand as I'm fairly confident you will need to legally pressure Excel in order to get anywhere.
Mike
Mike
I am not so much worried about material compensation as I am about making sure everyone knows just how disgustingly we were treated.
I booked the accommodation myself, but I can almost claim for a seventh of my holiday through the insurance... will get about an eighth of the flight cost back due to the length of the delay, and in that claim I can include a days loss in accommodation and car hire.
I just can not believe people have been treated so badly for so long by them and they are still allowed to get away with it. This debate needs to get out into the public domain and believe me I am trying my hardest to make sure it gets there.
And I come well equiped - my family tree is full of would-be revolutionsists and my best friend is a barrister!
I am not so much worried about material compensation as I am about making sure everyone knows just how disgustingly we were treated.
I booked the accommodation myself, but I can almost claim for a seventh of my holiday through the insurance... will get about an eighth of the flight cost back due to the length of the delay, and in that claim I can include a days loss in accommodation and car hire.
I just can not believe people have been treated so badly for so long by them and they are still allowed to get away with it. This debate needs to get out into the public domain and believe me I am trying my hardest to make sure it gets there.
And I come well equiped - my family tree is full of would-be revolutionsists and my best friend is a barrister!
I applaud your motives Sarah Jane.
I too felt as you now feel - back in July last year. I vowed then to publicise their tawdry service and to a limited extent this forum achieves that objective.
Don't be too reticent about claiming everything you are entitled to from Excel - financial "punishment" is often the only way bad companies feel the results of their inaction. Avoiding them in the future also harms their profits.
It should be noted that Excel is part of the same group that own Travel City Direct and Air Atlanta. I've booked twice with TCD - the first time was OK - the second not so. Air Atlanta have for many years operated in the aircraft charter and lease business. They ran the Virgin flights for many months between Manchester and Orlando and service was not of the standard I'd expect of a "true" Virgin service.
It's my belief that in the past Air Atlanta would lease planes at short notice to other carriers who suffered a technical fault. It was alleged that on one occasion in summer 2005 an Air Atlanta flight destined for Florida was delayed for "technical" reasons but was in fact used to take (Thomson I think) Passengers to Tenerife as their plane was also unavailable; the Orlando bound passengers being placed in hotels for the night.
It should be appreciated therefore that the group as a whole is focussed on profit rather than service.
There are alternatives to Excel.
Mike
I too felt as you now feel - back in July last year. I vowed then to publicise their tawdry service and to a limited extent this forum achieves that objective.
Don't be too reticent about claiming everything you are entitled to from Excel - financial "punishment" is often the only way bad companies feel the results of their inaction. Avoiding them in the future also harms their profits.
It should be noted that Excel is part of the same group that own Travel City Direct and Air Atlanta. I've booked twice with TCD - the first time was OK - the second not so. Air Atlanta have for many years operated in the aircraft charter and lease business. They ran the Virgin flights for many months between Manchester and Orlando and service was not of the standard I'd expect of a "true" Virgin service.
It's my belief that in the past Air Atlanta would lease planes at short notice to other carriers who suffered a technical fault. It was alleged that on one occasion in summer 2005 an Air Atlanta flight destined for Florida was delayed for "technical" reasons but was in fact used to take (Thomson I think) Passengers to Tenerife as their plane was also unavailable; the Orlando bound passengers being placed in hotels for the night.
It should be appreciated therefore that the group as a whole is focussed on profit rather than service.
There are alternatives to Excel.
Mike
SarahJane, Yes we were told we were delayed due to being without a plane and that we had to wait for the Gatwick passengers to arrive. Could have been my assumption but I thought you were being flown up on the plane we would then be going on. We were told we would fly at 2 but knew that wasn't going to happen when there was an announcement around 1ish saying the next update would be 2.30.
Have you written to excel? I sent my letter today, I don't hold out much hope at getting anything other than a mildly apologetic letter and to be told to contact my insurers. I have done this and managed to get £30 for the outbound delay.
As for the flight no, I still have my boarding card stub and even though it was a flight with monarch the flight number is still XLA0852 - with the date 29th April though, not the 28th.
Have you written to excel? I sent my letter today, I don't hold out much hope at getting anything other than a mildly apologetic letter and to be told to contact my insurers. I have done this and managed to get £30 for the outbound delay.
As for the flight no, I still have my boarding card stub and even though it was a flight with monarch the flight number is still XLA0852 - with the date 29th April though, not the 28th.
Ladies.
If the flight no.'s the same but the date is the day following your paid for ticket you were "bumped" off you roriginal flight or it was cancelled. Either way, you're due compensation.
Remember folks, anyone who booked a PACKAGE can definately claim for one day (a seventh or 14th) of your entire holiday cost as a refund back from your tour operator.
PM me if you wish. I'll advise.
Mike
If the flight no.'s the same but the date is the day following your paid for ticket you were "bumped" off you roriginal flight or it was cancelled. Either way, you're due compensation.
Remember folks, anyone who booked a PACKAGE can definately claim for one day (a seventh or 14th) of your entire holiday cost as a refund back from your tour operator.
PM me if you wish. I'll advise.
Mike
Suzib
I have written to Excel but I am not even expecting a letter back. I complained to them in writing about my tickets before I left and I am still waiting for that reply.
To date, I have also posted on this plus one other forum, I have contacted my insurers, ITV, The Mail on Sunday, The Telegraph Travel Awards Team, The Times Travel Team, The World Travel Awards, the Avion Group, and I know there are others but I just can not think which right now...
Will keep you up to date with any progress
I have written to Excel but I am not even expecting a letter back. I complained to them in writing about my tickets before I left and I am still waiting for that reply.
To date, I have also posted on this plus one other forum, I have contacted my insurers, ITV, The Mail on Sunday, The Telegraph Travel Awards Team, The Times Travel Team, The World Travel Awards, the Avion Group, and I know there are others but I just can not think which right now...
Will keep you up to date with any progress
Also... once/if I receive a response from Excel then I will contact the AUC
Mike, thanks for that info about the 'bumping off' i've read about that - wasn't sure it applied to us though.
SarahJane, I think it may be worth contacting the AUC anyway, that was the next on my list, but in light of this new advise it may be worth seeing where we stand should excel not respond to us.
We may well get some response from some of those due back in on the flight today (which left for barbados on time from manchester today!)
SarahJane, I think it may be worth contacting the AUC anyway, that was the next on my list, but in light of this new advise it may be worth seeing where we stand should excel not respond to us.
We may well get some response from some of those due back in on the flight today (which left for barbados on time from manchester today!)
SarahJane, when you booked with xl.com did you know that you would be going via manchester? I'm just wondering if there is a trading standards issue with excel too.
I'm afraid I did... although there are many that claimed otherwise on the flight. Just wished I had researched the company before I booked
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