There's some useful information on this issue HERE. In the first post there's advice on how to make a claim.

Have just checked the FC 'Ebrochure' on the website, and that makes no mention of the EU regulations.

The crunch question however, is how long was the delay?

Peter

The delay was almost 6 hours give or take a few minutes.

We were told at check in desk that there was a delay of about 3 hours and were given €9 vouchers.

As we went through security, we saw the FirstChoice cust serv desk put the shutters down and scarper.

At the gate, we were not given any further updates - even the screens didn't update til late on.

There were no first choice reps about nor was there an airport service desk to enquire at - a couple of shops and that was it.

When the gate opened, that's when we asked about the leaflet and were told by them nothing available.

First Choice customer services as always are useless on return to the UK, telling me that the first choice customer services desk is downstairs in Palma - what use is that to me when i'm through security. They also tell me that 'due to security reasons, representatives are not allowed to go into the departure lounge' but then go on to acknowledge that Thomson had 3 or 4 reps in the departure lounge to help customers with their delayed flights.

It's like the one at Xmas where I was told by customer services that I should have asked at the gate for this same leaflet that they don't have - trouble was the delay happened whilst I was in my seat sat on the runway - i'm sure they'd have let me off the plane to go to the gate !!

First Choice - Last choice for me......

this is where your travel insurance should kick in, but most insurance companys wont pay out unless your delay is over 12 hours, but any tour op will tell you to read terms and conditions in the brochures

If they are that bad why use them a second time ?

This is nothing to do with insurance.

It's not being informed of your rights at the airport under the Denied Boarding Regulations, Regulation EC.No.261/204, and secondly compensation claim for flight delay on the follow scale -

Up to 1,500 km More than 2 hours 250 Euros (£173.04)
1,500 km to 3,500 km Up to 3 hours 200 Euros (£138.40)
1,500 km to 3,500 km More than 3 hours 400 Euros (£276.83)
More than 3,500 km Up to 4 hours 300 Euros (£207.63)
More than 3,500 km More than 4 hours 600 Euros (£415.26)

For further advice contact Ros Fernihough, see the link I supplied above.

Peter

I was under the impression that the airline/airport had, by right, to supply you with a compensation form?

Here in Cyprus airports it is the airline handling agents who supply the form regarding passengers rights, there are signs in both airports however I have never known the airport staff to have any!. As a responsible rep mysef (not saying who for but its not FC), I downloaded my own from the internet and carry a few on me just in case. I have hardly ever been asked for a copy.

TO's have to pay for passes to allow their reps airside and the cost is prohibitive so it is unusual for any reps to be seen once you are through passport control in any airport. Thomson obviously have no problem paying for passes for their reps.

You will find that as smtl106 says, your travel insurance will not kick in until 12 hours plus.

For a 6 hour delay you should have received at least a meal depending on airport facilities.

I found this on the FC website: http://www.firstchoice.co.uk/info/travelinfo/flying.html

To be honest, though I realise you are upset, 6 hours is not bad. I have known delays of over 24 hours in my time as a rep and I was in Larnaca airport the morning that the Helios passengers were checking in for the doomed flight to Greece a few years ago and again when they were flying the bodies home. Very traumatising to say the least. Better to fly safe than not at all.
Did they tell you why the flight was delayed?

Louise

**Article removed re copyright - please check link - Admin**

The airline should provide written details of your rights and how to make a claim.

If the airline does not provide you with written details then you as a consumer must ask them for details and if you do not get what you are entitled to then you must complain to the Air Transport Users Council who can also be reached by their web address which is http://www.auc.org.uk and if you want a guide to your flight rights you can look up your rights on http://www.europa.eu.int/.

Regardless of what it says on the FC website, the above is the law!

Peter

Hi,
two years ago my son was delayed on his outward flight to Corfu. As a result the passengers were put up overnight in an hotel near Cardiff airport. Despite losing one night of their 7 night holiday and despite a number of letters to FC (including the threat of taking them to the small claims court) he didn't get any compensation whatsoever. Aparently they'd done what was required by law i.e provided a meal and overnight accommodation. As the delay was 11 hours (under the required 12 hour delay)) no monetary compensation was offered.

I doubt very much whether you'll win this one. Good Luck

I checked the rulings regarding delay compensation and as far as I can see there is no compensation due to come your way I'm afraid under EU Regulation 261/2004.

See the Airport Transport Users Council page on flight delay compensation HERE

I cannot understand why people seem to think FC are trying to get out of their responsibilities.
They clearly state on their web site what they will do if you are delayed.
FC are one of the best travel companies around.


What if my flight is delayed?
Although most flights depart on time there are unfortunately occasions when for reasons beyond First Choice's control a flight is delayed. If your outbound or return flight is delayed First Choice believe it is our responsibility to look after you. First Choice will do their best to keep you informed and, depending on airport facilities, will provide light refreshments for a delay of between 3 and 4 hours. If the delay is between 4 and 8 hours First Choice will provide a meal at meal times. For a delay of between 8 and 12 hours, First Choice will provide if necessary (and possible) overnight accommodation.

If travelling on scheduled flights, First Choice may not be represented in person. In these circumstances you must liaise directly with your airline carrier for information and assistance.

Compensation is not offered by First Choice in the event of a delay to your flight. However, if your outbound flight is delayed by more than 12 hours you may cancel your holiday and receive a full refund of the money you have paid to us. Please also refer to the relevant section of your travel insurance policy.

If your holiday is on an All Inclusive board basis, please note that the All Inclusive meal and drink arrangements applicable to your hotel are valid only during your period of occupancy at your hotel, and in the event of a flight delay, arrangements for your refreshments will be as outlined above.

As with all travel arrangements, we strongly recommend that you purchase adequate Travel Insurance for your holiday. If you require confirmation of a delayed flight for insurance purposes, we will either issue one on arrival or you can request one from First Choice Airways by calling 0870 757 2757 or emailing fca.customercare@firstchoice.co.uk.

Compensation is not offered by First Choice in the event of a delay to your flight

It's their duty of care to assist all of their passengers when a flight is delayed.

First Choice have their own aircraft so surely they are responsible for compensation the same as any other airline?

But as far as I can see they are keeping within the EU regulations, a refreshment voucher was issued. Perhaps better customer service was due, but I can't see there being any grounds for compensation.

Hi Sunbear I'm not saying compensation should have been issued in this case I was referring to the quote from their website.

a customer that comes into the pub i work in
returned from fueterventura last wednesday
and due to bad weather they could not land in either cardiff or bristol
and eventually flew into birmingham
he said that they were left outside birmingham airport for 5 hrs waiting for transport to cardiff airport
he said there was not a my travel rep to be found
he seems to think he will get a full refund from my travel for this inconvienience
i dont think so
what do you all think

I suggest you ask that on a new thread Pat.e10

Getting back to Martynh99's problem, there are conflicting opinions and it really needs the expert advice of Ros and/or Air Transport Users Council. There could be a breach of the EU Directive in not supplying the required information, and maybe compensation is due under that Directive.

I have to challenge this statement from Samsung 753, which once again suggests a vested interest -

FC are one of the best travel companies around.

See also THIS thread.

Unfortunately on this Complaints Forum there is a lot of evidence to the contrary as to how good many travel companies are.

Peter

No vested intrest once again just stating a fact.

For further advice contact Ros Fernihough, see the link I supplied above.

May be you have a vested interest as you seem to be compensation orientated.



FC are a good company.

Samsung - Ros Fernihough has helped a lot of people, who have been badly let down by Tour Operstors.

The only interest anyone has in Ros - is the interest of helping our fellow members!

Kath HT Admin