DEAR SIR,
JASON Moore rightly berates the drop off in standards among the airlines (Viewpoint today Thursday). He wants them to return to the days of higher standards when passengers were treated like valued clients not like cattle. I feel they also treat us as mugs. Many knock Brussels for inappropriate laws applied far and wide but not many people know about EU 261/2004 which concerns compensation of 250 per passenger for flight delays over 3 hours. It isn't general knowledge because contrary to the same regulation Airlines do not inform the cattle of their rights.
Even if you have heard about this rule don't hold your breath about receiving a payment. Many companies have a policy of delay to fatigue the passengers and dupe them into dropping their claims. They do not answer complaints and if forced to, say via Trading Standards, will produce a spurious and unsubstantiated excuse to exempt them from paying up. For example currently I have a complaint with our national airline dating from last year. For months my emails/registered mail were unanswered until the local Consumer's Department was asked to help. Then the Airline claimed an act of god with weather problems at Madrid to blame. When confronted with meteorological information that the day was pristine clear and that 35 planes per hour were landing on time they ignored this without producing any counter data.
I take heart that even stroppy Michael O'Leary of Ryanair had to pay out under EU261/2004 although it did take intervention from Brussels. My dispute continues but I'm prepared for a long haul against the miss named Atención al Cliente. Customer Care is the last thing on their list of priorities. If you are delayed expect the same poor treatment.
Mike Lillico
Playa de Palma