Without wishing to comment too much on this post can I maybe clear up the flight number confusion.
It looks like Excel had a technical problem with their aircraft or one of their aircraft were unserviceable. In this instance they will put a request out to other airlines to see if they can operate on their behalf. It looks like they found a Monarch aircraft that could do this the following morning. When one airline brings in another airline in this situation they will still use the exisitng flight number for a few reasons. One less confusion for passengers, the existing airline ( Excel ) will pick up all the costs for fuel, eurocontrol,handling agents landing fees and this is asscoiated with the flight number.
This doesnt detract from your bad experience but you may not want to get too worked up on the same flight number as a legal challenge.
Kind Regards
Stewart
I've travelled with XL twice. 2004 to Dalaman, Turkey from Manchester and the same flight in 2005. I had no problems. Flights on time outgoing, but in 2005 the inflight entertainment was broken so we were given a free drink. There was a delay of around 2 hours on the return from Dalaman 2005 which we were told was to do with air con. But we could see the plane as we waited and men in boiler suits going in and out.
Only grudge really was some of the older planes they use are very tight with the leg room, some are okay.
I hope I don't have the problems that you all have had with the airline as I think I'm on the same flight again with my package this year.
Do their problems seem to stem from not having enough planes to fulfil their flight plans from various airports?
Only grudge really was some of the older planes they use are very tight with the leg room, some are okay.
I hope I don't have the problems that you all have had with the airline as I think I'm on the same flight again with my package this year.
Do their problems seem to stem from not having enough planes to fulfil their flight plans from various airports?
Good question SandC - they certainly seem to have frequent problems so it seems likely that they overstretch themselves and have little or indeed zero slack capacity.
Stewart, thanks for the clarification on the flight number. I take your point about avoiding getting fixated on the flight number change. I guess I was hoping that it would make a complainant's case simpler if it could be proved that the original flight was cancelled.
In my personal opinion, Excel let themselves down by failing to address customer complaints in a manner that avoids escalation. With this and other sites available to travellers and with strengthened rights in law the average passenger is far more aware of their rights and the airlines obligations. Many airlines (I guess) and Excel in particular seem not to have realised this and persist in making complaints more difficult than necessary. Ground staff seem to be either consistently unaware of what's happening or purposely instructed to provide minimal information.
This results in people like myself, Sarah and Suzi and all the others contributing to this thread being more forceful in our attempts to seek fair recompense. It also results in negative publicity for Excel.
Mike
Stewart, thanks for the clarification on the flight number. I take your point about avoiding getting fixated on the flight number change. I guess I was hoping that it would make a complainant's case simpler if it could be proved that the original flight was cancelled.
In my personal opinion, Excel let themselves down by failing to address customer complaints in a manner that avoids escalation. With this and other sites available to travellers and with strengthened rights in law the average passenger is far more aware of their rights and the airlines obligations. Many airlines (I guess) and Excel in particular seem not to have realised this and persist in making complaints more difficult than necessary. Ground staff seem to be either consistently unaware of what's happening or purposely instructed to provide minimal information.
This results in people like myself, Sarah and Suzi and all the others contributing to this thread being more forceful in our attempts to seek fair recompense. It also results in negative publicity for Excel.
Mike
I keep having nightmares about air travel... do you think I can sue them for emotional damages? 
Hi,
I've just got back from a weeks holiday in Samos and would like to relay the details of the delay I experienced on the outbound journey. Having read previous posts its sounds as though this is a usual occurence with Excel.
My flight was from Gatwick to Samos and the departure time was 07.00hrs 11th May. We duly checked in at 04.50hrs, to be given a note saying that due to 'technical problems' there was a delay and the next information would be given at 11.00hrs in six hours time. We were given vouchers for £4, but not informed of any of our other rights, phone calls or right of cancellation.
After 11.00hrs we were given another note to say that the flight was estimated to depart at 15.00hrs and were given another voucher for £5. No reason was given for the delay but some of the other passengers had heard that the plane had a faulty door and a part was being flown from Shannon to Heathrow.
As 15.00 neared we were called to the departure gate. When we arrived there we were then told that the original plane could not be repaired and that another smaller plane was to be used. However as the flight was almost fully booked 15 of the passengers would have to travel to Heathrow to catch another flight. Then a lottery took place by security number on the check-in tickets to decide who was to be bumped off the flight. Looking back on this I'm not sure who the unlucky ones were?
When we finally boarded the plane we were told to hurry up as we could only land at Samos before sunset. We still did not take off until 16.00hrs. As soon as we were in the air we were told that we would have to fly to Kos as we were too late to land at Samos. Then we were told that there was no in flight meal and that there were only snacks which we would have to pay for to add insult to injury. Then we were drip fed with a story about being taken by Hydrofoil from Kos to Samos that same night.
We arrived at Kos Airport only to be told, by airport staff, not Excel that we would have to stay the night in an hotel and catch the hydrofoil the next day. Then came the next bit of bad news, there wasn't enough room for all of us to travel to Samos on the morning hydrofoil so the ones staying for two weeks would have to travel in the afternoon.
We were staying for one week and were able to travel on the morning hydrofoil, but still did not arrive in Samos until 11.30hrs, the others didn't there until about 18.00hrs.
I was on a weeks walking holiday and this delay meant that I had missed whole days guided walking and an evening meal as well as all the stress and discomfort.
When I met with other people in the same walking party it turned out that the ones who had to travel from Heathrow via Athens to Samos had arrived before us at about 07.00hrs that morning, though I'm sure that they suffered as much as we did as they had a 5 hour overnight wait at Athens airport.
Although, our walking leader who works for Ramblers holidays, our tour operator, was very good and met us on the quayside as we arrived at Samos, I still intend to seek recompense for the day and a half of holiday that I lost as a result of Excel airways appalling service.
I was advised by Excel airways on arriving back in the UK to claim for the delay on my travel insurance policy, I soon realised it was a waste of time doing this as the amount was so small. I believe that the 15 who were bumped off the flight, and actually arrived at least 4hrs before the rest of us, were told to claim directly from Excel airways. It looks as though they are covered by the EU legislation and entitled to 400 euros compensation.
Having read your advice, I think I shall in the first instance complain to my tour operator, Ramblers Holidays. I have always had good service from them in the past, but feel they need to be aware of how badly we were treated by Excel and that they should wherever possible not use this airline. Samos is their most popular destination for walking holidays so I hope they will take note. I for one, will never book another holiday where Excel airlines are used.
Thanks for the information on your website. This has certainly given me an insight into how to go about seeking redress over this episode. I also know that this is not an isolated incident and we must all do whatever we can to stop these companies like Excel treated people in this way.
I will certainly be warning everyone I know not to use Excel airways.
I've just got back from a weeks holiday in Samos and would like to relay the details of the delay I experienced on the outbound journey. Having read previous posts its sounds as though this is a usual occurence with Excel.
My flight was from Gatwick to Samos and the departure time was 07.00hrs 11th May. We duly checked in at 04.50hrs, to be given a note saying that due to 'technical problems' there was a delay and the next information would be given at 11.00hrs in six hours time. We were given vouchers for £4, but not informed of any of our other rights, phone calls or right of cancellation.
After 11.00hrs we were given another note to say that the flight was estimated to depart at 15.00hrs and were given another voucher for £5. No reason was given for the delay but some of the other passengers had heard that the plane had a faulty door and a part was being flown from Shannon to Heathrow.
As 15.00 neared we were called to the departure gate. When we arrived there we were then told that the original plane could not be repaired and that another smaller plane was to be used. However as the flight was almost fully booked 15 of the passengers would have to travel to Heathrow to catch another flight. Then a lottery took place by security number on the check-in tickets to decide who was to be bumped off the flight. Looking back on this I'm not sure who the unlucky ones were?
When we finally boarded the plane we were told to hurry up as we could only land at Samos before sunset. We still did not take off until 16.00hrs. As soon as we were in the air we were told that we would have to fly to Kos as we were too late to land at Samos. Then we were told that there was no in flight meal and that there were only snacks which we would have to pay for to add insult to injury. Then we were drip fed with a story about being taken by Hydrofoil from Kos to Samos that same night.
We arrived at Kos Airport only to be told, by airport staff, not Excel that we would have to stay the night in an hotel and catch the hydrofoil the next day. Then came the next bit of bad news, there wasn't enough room for all of us to travel to Samos on the morning hydrofoil so the ones staying for two weeks would have to travel in the afternoon.
We were staying for one week and were able to travel on the morning hydrofoil, but still did not arrive in Samos until 11.30hrs, the others didn't there until about 18.00hrs.
I was on a weeks walking holiday and this delay meant that I had missed whole days guided walking and an evening meal as well as all the stress and discomfort.
When I met with other people in the same walking party it turned out that the ones who had to travel from Heathrow via Athens to Samos had arrived before us at about 07.00hrs that morning, though I'm sure that they suffered as much as we did as they had a 5 hour overnight wait at Athens airport.
Although, our walking leader who works for Ramblers holidays, our tour operator, was very good and met us on the quayside as we arrived at Samos, I still intend to seek recompense for the day and a half of holiday that I lost as a result of Excel airways appalling service.
I was advised by Excel airways on arriving back in the UK to claim for the delay on my travel insurance policy, I soon realised it was a waste of time doing this as the amount was so small. I believe that the 15 who were bumped off the flight, and actually arrived at least 4hrs before the rest of us, were told to claim directly from Excel airways. It looks as though they are covered by the EU legislation and entitled to 400 euros compensation.
Having read your advice, I think I shall in the first instance complain to my tour operator, Ramblers Holidays. I have always had good service from them in the past, but feel they need to be aware of how badly we were treated by Excel and that they should wherever possible not use this airline. Samos is their most popular destination for walking holidays so I hope they will take note. I for one, will never book another holiday where Excel airlines are used.
Thanks for the information on your website. This has certainly given me an insight into how to go about seeking redress over this episode. I also know that this is not an isolated incident and we must all do whatever we can to stop these companies like Excel treated people in this way.
I will certainly be warning everyone I know not to use Excel airways.
That's disgusting aboyce, but yes, alert your tour operator and the more alerts they get they less Exel will be used. They clearly don't operate enough planes to keep up with their flights. If they do they are clearly of an age where they are not reliable enough to be able to keep up with the summer schedule. You are entitled to compensation through the airline for substantial delay - others on here will point you in the right direction I'm sure.
I've had my tickets through and I'm not on an Exel flight this but with First Choice.
I've had my tickets through and I'm not on an Exel flight this but with First Choice.
Aboyce,
thanks for your clear report. You stated in your report -
and it's Ramblers who you must chase for compensation. As you lost one whole day of your holiday you are fully entitled to claim back from Ramblers one seventh of the ENTIRE cost of your holiday.
I know it's Excel that screwed-up but the legal responsibility still lies with the tour operator when you book a package. A package is defined as being more than one of the following: transportation, accommodation, car-hire, pre-booked trips.
Ramblers will, if they've any sense, claim redress from Excel.
If Ramblers try to bounce your claim warn them that you will take a small-claims court action. Ros Fernihough (01922 621114) won compensation for me in very similar circumstances. I won one fourteenth of the entire holiday cost with her assistance. She also secured an additional £50 per person for inconvenience etc.
The 14 day holidaymakers can likewise claim-one 14th of their entire cost - providing they were booked via a "package".
Finally, as you stated in your report, Excel failed to provide you with the full facilities and information required under the terms of EC261/2004 regulations. Report the airline to the appropiate body. From memory I believe this is the air transport users council (http://www.caa.co.uk/auc). I gather there's a possibility of Excel being fined in serious cases
Mike
thanks for your clear report. You stated in your report -
Ramblers holidays, our tour operator
and it's Ramblers who you must chase for compensation. As you lost one whole day of your holiday you are fully entitled to claim back from Ramblers one seventh of the ENTIRE cost of your holiday.
I know it's Excel that screwed-up but the legal responsibility still lies with the tour operator when you book a package. A package is defined as being more than one of the following: transportation, accommodation, car-hire, pre-booked trips.
Ramblers will, if they've any sense, claim redress from Excel.
If Ramblers try to bounce your claim warn them that you will take a small-claims court action. Ros Fernihough (01922 621114) won compensation for me in very similar circumstances. I won one fourteenth of the entire holiday cost with her assistance. She also secured an additional £50 per person for inconvenience etc.
The 14 day holidaymakers can likewise claim-one 14th of their entire cost - providing they were booked via a "package".
Finally, as you stated in your report, Excel failed to provide you with the full facilities and information required under the terms of EC261/2004 regulations. Report the airline to the appropiate body. From memory I believe this is the air transport users council (http://www.caa.co.uk/auc). I gather there's a possibility of Excel being fined in serious cases
Mike
I received this letter from one of the company directors late last week. Note how many references to 'technical difficulties' there are. I am not leaving it here, but thought I would keep you all updated"¦ I am waiting to see if the response to the official letter I sent receives any different explanations!
"Dear Miss Howard
I saw your comments on the Skytrax website regarding your recent Excel Airways flight to Barbados on the 28th April 2006 and the subsequent delay on your return flight on the 5th May 2006 and as we have your details decided to write to you.
Firstly may I offer my personal apologies for the disruption and inconvenience you experienced on both flights.
I would like to explain the events which led to the delay to XLA852 on the 28th April 2006.
Excel Airways flight XLA852 was initially delayed due to technical problems on its departure from Tobago. The aircraft was due to arrive in London Gatwick from Tobago to complete its next series of flying onwards to Barbados. With technical issues holding the aircraft on the ground in Tobago, contingencies had to be set in place and an alternative aircraft was subsequently located.
The alternative aircraft was out standby aircraft based at Manchester Airport. To minimise further disruption the decision was made to transport all passengers to Manchester using coach transportation.
Whilst our Engineers were completing their pre-departure checks on the alternative aircraft, a technical issue presented itself. We aim to give factual information regarding delays and expected departure times. In terms of technical issues, developments can change information previously given; therefore it is not always possible for us to give consistent feedback. However I do apologise if you felt you were not given enough information. This I will address with those representatives on duty that day.
Due to the technical issues encountered we chartered a Monarch Airlines aircraft, however, we were advised that this would not be available until the morning of the 29th April and therefore arranged overnight accommodation for all of our customers.
I was sorry to learn of your dissatisfaction with the standard of the meal provided by the hotel and will personally ask our Catering Manager to review the welfare that is offered during such situations.
It was most regrettable that the Monarch Airlines aircraft then experienced a technical delay and I am truly sorry for the added inconvenience and subsequent disappointment caused.
I was of course most concerned to read of the apparent lack of professionalism demonstrated by the Excel Airways representatives whilst waiting for the Monarch aircraft to depart. All Excel Airways staff are put through extensive training as part of their induction and both the initial training and subsequent ongoing training programmes heavily emphasise the delivery of excellent customer service. I would like to apologise for any shortfall in the service delivered on this occasion and would like to assure you that this matter is subject to an internal investigation and that any appropriate action will be taken. I would also like to add that it is company policy for our employees to give out their Christian names and that this issue also forms part of the current investigation.
Having experienced a delayed start to your holiday, I can fully appreciate the additional disappointment caused when met with a delay to your return journey. Regardless of the complimentary upgrade facilities offered, I realise that this caused further inconvenience to all concerned.
We do take all customer feedback extremely seriously and I do hope that I have demonstrated that fact be responding to your comments on Skytrax. I would like to extend my sincere and personal apologies for the delays encountered on your recent journey with us and if I can be of any further assistance, please do not hesitate to contact me personally."
There is another story in The Metro this morning about another horrific Excel Airways delay:
-- edited by MarkJ to remove copyrighted quote --
"Dear Miss Howard
I saw your comments on the Skytrax website regarding your recent Excel Airways flight to Barbados on the 28th April 2006 and the subsequent delay on your return flight on the 5th May 2006 and as we have your details decided to write to you.
Firstly may I offer my personal apologies for the disruption and inconvenience you experienced on both flights.
I would like to explain the events which led to the delay to XLA852 on the 28th April 2006.
Excel Airways flight XLA852 was initially delayed due to technical problems on its departure from Tobago. The aircraft was due to arrive in London Gatwick from Tobago to complete its next series of flying onwards to Barbados. With technical issues holding the aircraft on the ground in Tobago, contingencies had to be set in place and an alternative aircraft was subsequently located.
The alternative aircraft was out standby aircraft based at Manchester Airport. To minimise further disruption the decision was made to transport all passengers to Manchester using coach transportation.
Whilst our Engineers were completing their pre-departure checks on the alternative aircraft, a technical issue presented itself. We aim to give factual information regarding delays and expected departure times. In terms of technical issues, developments can change information previously given; therefore it is not always possible for us to give consistent feedback. However I do apologise if you felt you were not given enough information. This I will address with those representatives on duty that day.
Due to the technical issues encountered we chartered a Monarch Airlines aircraft, however, we were advised that this would not be available until the morning of the 29th April and therefore arranged overnight accommodation for all of our customers.
I was sorry to learn of your dissatisfaction with the standard of the meal provided by the hotel and will personally ask our Catering Manager to review the welfare that is offered during such situations.
It was most regrettable that the Monarch Airlines aircraft then experienced a technical delay and I am truly sorry for the added inconvenience and subsequent disappointment caused.
I was of course most concerned to read of the apparent lack of professionalism demonstrated by the Excel Airways representatives whilst waiting for the Monarch aircraft to depart. All Excel Airways staff are put through extensive training as part of their induction and both the initial training and subsequent ongoing training programmes heavily emphasise the delivery of excellent customer service. I would like to apologise for any shortfall in the service delivered on this occasion and would like to assure you that this matter is subject to an internal investigation and that any appropriate action will be taken. I would also like to add that it is company policy for our employees to give out their Christian names and that this issue also forms part of the current investigation.
Having experienced a delayed start to your holiday, I can fully appreciate the additional disappointment caused when met with a delay to your return journey. Regardless of the complimentary upgrade facilities offered, I realise that this caused further inconvenience to all concerned.
We do take all customer feedback extremely seriously and I do hope that I have demonstrated that fact be responding to your comments on Skytrax. I would like to extend my sincere and personal apologies for the delays encountered on your recent journey with us and if I can be of any further assistance, please do not hesitate to contact me personally."
There is another story in The Metro this morning about another horrific Excel Airways delay:
-- edited by MarkJ to remove copyrighted quote --
I'll PM the story to anyone who is interested...
Thanks for the update SarahJane, Yes I'm interested in reading the story!!
I am very surprised you had a letter from excel after they read your post on another forum - they must have to keep abreast of what's going on eh?? Not surprisingly all they've offered you is an apology. I've not yet heard back from my letter of complaint.
I have just arranged a holiday with a friend in Pervesa, Greece. She had already booked but asked me along, I agreed to go providing the flight was not with excel Airways (a tongue in cheek remark!) Guess what?? It is with Excel! Thank goodness she didn't just go ahead and book for me!!!
My friend would have to pay £100 to cancel so she's going with it, fortunately there is a Monarch flight that goes an hour later so I'm booked on that instead. I will not, under any circumstances, pay good money to that company or fly with Excel again - and pray that my friend's flight with excel goes smoothly and we meet on time at the other end!
I am very surprised you had a letter from excel after they read your post on another forum - they must have to keep abreast of what's going on eh?? Not surprisingly all they've offered you is an apology. I've not yet heard back from my letter of complaint.
I have just arranged a holiday with a friend in Pervesa, Greece. She had already booked but asked me along, I agreed to go providing the flight was not with excel Airways (a tongue in cheek remark!) Guess what?? It is with Excel! Thank goodness she didn't just go ahead and book for me!!!
My friend would have to pay £100 to cancel so she's going with it, fortunately there is a Monarch flight that goes an hour later so I'm booked on that instead. I will not, under any circumstances, pay good money to that company or fly with Excel again - and pray that my friend's flight with excel goes smoothly and we meet on time at the other end!
Lol... Good on you
Suzib you will no doubt get there before your friend anyway even though you leave an hour after.
I suspect things might get a bit worse with Excel/Air Atlanta/Travel City Direct this summer.Having made some enquiries it appears they hold the trooping contract with the Ministry of Defence who have first call on their aircraft.For security reasons a lot of the Middle East troopers are at short notice.I do know one 767 was involved in trooping about the time of this incident...If they have a run of breakdowns, that is annoying but a fact of life.If on the other hand they are doing too much flying with too few aircraft on the fleet,then that is quite another matter.
The problem lies in proving it though!!! Holiday makers are seaonal but the MOD is for all year....money talks..
The problem lies in proving it though!!! Holiday makers are seaonal but the MOD is for all year....money talks..
Don't know much about the trooping contract but they have been contracted for some time by the MOD to supply services to the Falkland Islands and there have been mutterings of complaint about that in the South Atlantic.
This past weekend they also had a 20+ hours delay Sanford to Gatwick and distraught passengers are now recounting their experiences all over the internet.
This past weekend they also had a 20+ hours delay Sanford to Gatwick and distraught passengers are now recounting their experiences all over the internet.
Hi all. We had the misfortune to be on the Sat May 20th XLA5335 Excel Airways flight from Faro to Gatwick (via Malaga and Madrid) which featured in Metro.
As a result of Excel Airways "not having enough planes" we were delayed 4 hours in Faro and our 12.40 flight became a 16.10 flight which would be diverted via Malaga. We were assured that this was a positive thing because otherwise one of the flights would have to be cancelled. This would have been a preferable outcome; we could have at least flown with an alternate airline. We were also informed that Excel had known about this delay since Weds 17th May, both Mark Warner and Gatwick insisted they only found out about it on Saturday morning.
We were initially given numbered seats, as we have a 6 month old baby we requested an aisle seat, but this was scrapped in the chaos of boarding the flight. On landing in Malaga there was smoke in the cockpit and a burning smell. We all had to get off the plane while safety checks were carried out. We were told nothing about the extent of the delay we could expect - only that an engineer was being flown from Madrid - and all we were offered was a 6 euro voucher per person to buy a snack.
Eventually we managed to get the buggies off the plane for the children but only after many frustrating arguments. At 10pm we decided to give up and pay for flights with Easyjet but were told by Eurohandling (Excel refused to talk to us about it) we could not get our luggage off the flight and, if we left, it would just be abandoned in Malaga.
Despite not being able to identify the fault we were all eventually put back on the plane and took off again at 11pm. The inevitable happened, the smoke returned and we had to emergency land in Madrid. There was no one at the airport, the few ground staff who were there thought we were terrorists, so we had to stay on board the faulty aircraft for an hour.
Eventually we disembarked, got our baggage and at 4am were put into a hotel in Madrid for the night. We had no cot for our baby and no information about when we would be flying again.
At 8.30am I called reception to be told there was no news from Excel. We spent a frustrating day waiting around the hotel. No one from Excel Airways would come to the hotel or speak to any passengers. The company hid behind the poor hotel receptionist who was the closest they got to customer service all day. I eventually got through to Rodger in Wales who works for the Excel sales department. His boss refused to speak to me or any other passengers and head office was closed. Excel seems terrified of actually speaking to any of its customers.
We had to pay for water and breakfast. Lunch was a flimsy ham sandwich and a handful of crisps. We had run out of nappies and milk for our baby and nothing could be done to get more. We were just told - the nearest shop is an hour and a half round trip by foot. Luckily other kind passengers lent us supplies.
Unbelievably we were told Excel were still trying to fix the original aircraft - they would have had no passengers! At 3pm we were told we would be flying at 5pm. At 4.10pm we were still in the hotel with our bags. The whole sorry saga finished at 7.25pm (GB time) when we eventually landed in Gatwick, 28 hours late. Another airline had to provide the plane, no food was provided.
'Exhell' really are the pits. The irony of the smiling kid's faces on their 48 sheet posters at Gatwick was not lost on the contrasting miserable families as we left the airport.
While we flew with Excel, the holiday was booked through Mark Warner. We were surprised at how awful their customer service also was, as they have a good reputation. Their customer service dept shuts at 17.30pm on their prime transfer day and doesn't open again until Monday. We managed to contact someone through the sales line (unsurprisingly open!) who could offer us little help. Presumably they are responsible for compensation under the package holiday regulations? I don't fancy a protracted fight with Excel. We were sent a letter from Excel (via Mark Warner) apologising for the 'technical difficulties' and advising us how to claim from our holiday insurance! To complicate matters further, we booked Mark Warner through First Choice. Anyone know where that leaves us?!
As a result of Excel Airways "not having enough planes" we were delayed 4 hours in Faro and our 12.40 flight became a 16.10 flight which would be diverted via Malaga. We were assured that this was a positive thing because otherwise one of the flights would have to be cancelled. This would have been a preferable outcome; we could have at least flown with an alternate airline. We were also informed that Excel had known about this delay since Weds 17th May, both Mark Warner and Gatwick insisted they only found out about it on Saturday morning.
We were initially given numbered seats, as we have a 6 month old baby we requested an aisle seat, but this was scrapped in the chaos of boarding the flight. On landing in Malaga there was smoke in the cockpit and a burning smell. We all had to get off the plane while safety checks were carried out. We were told nothing about the extent of the delay we could expect - only that an engineer was being flown from Madrid - and all we were offered was a 6 euro voucher per person to buy a snack.
Eventually we managed to get the buggies off the plane for the children but only after many frustrating arguments. At 10pm we decided to give up and pay for flights with Easyjet but were told by Eurohandling (Excel refused to talk to us about it) we could not get our luggage off the flight and, if we left, it would just be abandoned in Malaga.
Despite not being able to identify the fault we were all eventually put back on the plane and took off again at 11pm. The inevitable happened, the smoke returned and we had to emergency land in Madrid. There was no one at the airport, the few ground staff who were there thought we were terrorists, so we had to stay on board the faulty aircraft for an hour.
Eventually we disembarked, got our baggage and at 4am were put into a hotel in Madrid for the night. We had no cot for our baby and no information about when we would be flying again.
At 8.30am I called reception to be told there was no news from Excel. We spent a frustrating day waiting around the hotel. No one from Excel Airways would come to the hotel or speak to any passengers. The company hid behind the poor hotel receptionist who was the closest they got to customer service all day. I eventually got through to Rodger in Wales who works for the Excel sales department. His boss refused to speak to me or any other passengers and head office was closed. Excel seems terrified of actually speaking to any of its customers.
We had to pay for water and breakfast. Lunch was a flimsy ham sandwich and a handful of crisps. We had run out of nappies and milk for our baby and nothing could be done to get more. We were just told - the nearest shop is an hour and a half round trip by foot. Luckily other kind passengers lent us supplies.
Unbelievably we were told Excel were still trying to fix the original aircraft - they would have had no passengers! At 3pm we were told we would be flying at 5pm. At 4.10pm we were still in the hotel with our bags. The whole sorry saga finished at 7.25pm (GB time) when we eventually landed in Gatwick, 28 hours late. Another airline had to provide the plane, no food was provided.
'Exhell' really are the pits. The irony of the smiling kid's faces on their 48 sheet posters at Gatwick was not lost on the contrasting miserable families as we left the airport.
While we flew with Excel, the holiday was booked through Mark Warner. We were surprised at how awful their customer service also was, as they have a good reputation. Their customer service dept shuts at 17.30pm on their prime transfer day and doesn't open again until Monday. We managed to contact someone through the sales line (unsurprisingly open!) who could offer us little help. Presumably they are responsible for compensation under the package holiday regulations? I don't fancy a protracted fight with Excel. We were sent a letter from Excel (via Mark Warner) apologising for the 'technical difficulties' and advising us how to claim from our holiday insurance! To complicate matters further, we booked Mark Warner through First Choice. Anyone know where that leaves us?!
Hi Cathryn
Mike will have some info for you on where you stand...
Did you read the article in the Metro? Apparently it turned out that there was nothing wrong with the plane!! I'll send you the piece by PM and also some useful contacts.
Mike will have some info for you on where you stand...
Did you read the article in the Metro? Apparently it turned out that there was nothing wrong with the plane!! I'll send you the piece by PM and also some useful contacts.
Cathryn, I feel Sarah Jane perhaps overstates my knowledge 
What a story you tell, and clearly - thankyou.
You say you booked through Mark Warner. It's important to define what was booked in order to determine if it was a Package or a flight-only. A package is deemed to be two or more of the following items: Flight, Accommodation, Car-hire, Pre-booked excursions.
If it's a package then the 1992 Travel Regs. cover you and your complaint must be directed towards Mark Warner.
If you bought the flight only through Mark Warner it may be that they were acting as an Agent. I'm less clear about this scenario but my best guess would be, in that situation, that you chase Excel if you find that Mark Warner is acting as their retail agent.
Coming back to the 1992 Travel regs - my personal experience in this matter was on the outbound flight. A delay of 14.5 hours mant we missed a night's accomm. in resort and were able to claim (with the advice and great help from Ros) for one fourteenth of the entire PACKAGE cost.
Return delays a different as you've experienced the full length of the holiday.
My best advice is to speak with Ros on 01922 621114 having clarified first if you have a package or a flight only situation with Warner/Excel.
Moving on to the EC261/2004 rules. These were introduced in 2004 (would you believe) - Feb I think. The EC brought them in to strengthen the rights of passengers in the event of overbooking, flight cancellations etc. There are get-out clauses related, in the main, to "Technical Faults". This is why you'll see much use of that phrase in correspondence from the airlines - should you be so lucky as to receive correspondence.
However, there have been court cases where an assumed Technical Fault that was beyond the control of the airline has in fact been considered to be within the control of the airline. For example, planes are complex machines, liable to breakdown - that's why they require servicing. It cannot be assumed by an airline that a plane will run perfectly all the time and hence some slack must be built in to the schedules.
But, who wants to go to court in the hope that the judge might view their case favourably - and perhaps create new case law ?
Excel always tell you to claim off your insurance - and you can. You need to be careful that claiming from the insurance doesn't compromise any future claim against the airline. You cannot claim insurances from more than one company.
Excel are responsible, when flying you out of or in to an EEC airport for your welfare with regard to food and refreshments, a couple of telephone/fax/emails, and overnight accommodation where appropriate. Transport to/from the hotel and airport must also be provided.
The EC261/2004 act does not suggest vouchers be handed out - it suggests food and refreshments should be provided. But, Excel always use vouchers. I've been in the rediculous situation at Manchester airport where the food outlets are closed and vouchers unusable and even WH Smith refusing to accept vouchers for purchase of water.
The EC261 act calls for the Airline to provide its passengers with a written summary of their entitlements. I bet you probably didn't receive this ?
Cathryn, I cannot offer any specific advice, I'm not legally proficient. I can strongly suggest you call Ros, and, like Sarah Jane, myself and many others, avoid Excel like the plague in the future. This company is seriously detrimental to a passenger's health.
Mike
What a story you tell, and clearly - thankyou.
You say you booked through Mark Warner. It's important to define what was booked in order to determine if it was a Package or a flight-only. A package is deemed to be two or more of the following items: Flight, Accommodation, Car-hire, Pre-booked excursions.
If it's a package then the 1992 Travel Regs. cover you and your complaint must be directed towards Mark Warner.
If you bought the flight only through Mark Warner it may be that they were acting as an Agent. I'm less clear about this scenario but my best guess would be, in that situation, that you chase Excel if you find that Mark Warner is acting as their retail agent.
Coming back to the 1992 Travel regs - my personal experience in this matter was on the outbound flight. A delay of 14.5 hours mant we missed a night's accomm. in resort and were able to claim (with the advice and great help from Ros) for one fourteenth of the entire PACKAGE cost.
Return delays a different as you've experienced the full length of the holiday.
My best advice is to speak with Ros on 01922 621114 having clarified first if you have a package or a flight only situation with Warner/Excel.
Moving on to the EC261/2004 rules. These were introduced in 2004 (would you believe) - Feb I think. The EC brought them in to strengthen the rights of passengers in the event of overbooking, flight cancellations etc. There are get-out clauses related, in the main, to "Technical Faults". This is why you'll see much use of that phrase in correspondence from the airlines - should you be so lucky as to receive correspondence.
However, there have been court cases where an assumed Technical Fault that was beyond the control of the airline has in fact been considered to be within the control of the airline. For example, planes are complex machines, liable to breakdown - that's why they require servicing. It cannot be assumed by an airline that a plane will run perfectly all the time and hence some slack must be built in to the schedules.
But, who wants to go to court in the hope that the judge might view their case favourably - and perhaps create new case law ?
Excel always tell you to claim off your insurance - and you can. You need to be careful that claiming from the insurance doesn't compromise any future claim against the airline. You cannot claim insurances from more than one company.
Excel are responsible, when flying you out of or in to an EEC airport for your welfare with regard to food and refreshments, a couple of telephone/fax/emails, and overnight accommodation where appropriate. Transport to/from the hotel and airport must also be provided.
The EC261/2004 act does not suggest vouchers be handed out - it suggests food and refreshments should be provided. But, Excel always use vouchers. I've been in the rediculous situation at Manchester airport where the food outlets are closed and vouchers unusable and even WH Smith refusing to accept vouchers for purchase of water.
The EC261 act calls for the Airline to provide its passengers with a written summary of their entitlements. I bet you probably didn't receive this ?
Cathryn, I cannot offer any specific advice, I'm not legally proficient. I can strongly suggest you call Ros, and, like Sarah Jane, myself and many others, avoid Excel like the plague in the future. This company is seriously detrimental to a passenger's health.
Mike
Mike - no need to be embarrassed, you know lots about the situation
To everyone still thinking of using Excel - since I returned a couple of weeks ago, there have been at least four major delays accompanying appalling treatment attributed to Excel in the press... this is not just bad luck!
To everyone still thinking of using Excel - since I returned a couple of weeks ago, there have been at least four major delays accompanying appalling treatment attributed to Excel in the press... this is not just bad luck!
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