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Original poster

Airline compensation for delay and poor service

32 replies

Plummonkey88 · 06/08/2025 22:53

Hello, I'm looking for some thoughts or anyone who's been through a similar situation to us with any airline...

Our flight was delayed for 4 hours from Edinburgh to Munich and we missed our onward flight to Singapore. The initial delay was an hour or so and it was due to a storm in Munich, but there was then a technical issue with the place which caused further delay.

We landed at 1150pm and had been rebooked on a flight for 1220pm the following afternoon, and were quite happy to have a night in a hotel and tackle the long flight the next day, however, when we landed there were no airport staff at all in the airport. Lufthansa desk shut at 10pm as did all others. We then made our way to the airport hotel to be told there was no room and we would struggle to get a room due to so many flight cancellations that day, and passengers having to book up. We spend 2 hours calling hotels within a 40 mile radius with no luck. Our young children then had to sleep overnight on an airport bench, there were no food & beverage outlets open until 6am, so we had absolutely nothing to eat or drink either.

I have emailed for compensation for the delay in flight as per the UK 261 policy, for additional compensation for the situation they left us in at the airport - we feel there should be staff on if a flight has been delayed, especially if they new there had been alot of delays that day, and compensation for the food and lost night at a hotel in Singapore.

They have came back to me saying as our flight was from Edinburgh were not entitled to compensation for the delay, they will take on board the feedback regarding no staff being at the airport and they will only refund us for food and drink purchased - surely this cannot be right??

I'm hopeful someone is more clued up on this, or that someone has been in a similar unfortunate situation.

Any helps appreciated.

Thanks

OP posts:
FusionChefGeoff · 06/08/2025 23:44

There are fixed rules on air travel delays / compensation I think so they are probably right technically if not morally.

You should check travel insurance they are often much better with delay payments

TizerorFizz · 07/08/2025 00:03

If it’s weather related it’s not the airlines fault. They will have their delay policy and weather isn’t their fault. I’d try holiday insurance small print! Staff? I guess you won’t get compensation for no staff and did you not check to se if it had rooms? This just seems like bad luck!

Original poster
Plummonkey88 · 07/08/2025 07:14

@FusionChefGeoff yeah, I think I will call the insurance company as from what I've read the UK261 policy covers people from the UK for flight delays. I was just trying to avoid paying when I felt that compensation was due without doing so.. thanks

OP posts:
Original poster
Plummonkey88 · 07/08/2025 07:19

TizerorFizz · 07/08/2025 00:03

If it’s weather related it’s not the airlines fault. They will have their delay policy and weather isn’t their fault. I’d try holiday insurance small print! Staff? I guess you won’t get compensation for no staff and did you not check to se if it had rooms? This just seems like bad luck!

@TizerorFizz it was initially delayed and hour due to weather, which I understand isn't their fault but then it was further delayed due to technical issues, which from reading isn't 'an actually of god' or wtf....the technical issue caused a 3 hour delay and led to us missing out flight.
Also, with regards to staff I would think an airline should have a duty of care for their customers, so putting anyone on a flight knowing there was no staff in the airport and that there was going to be hotel shortages in the area isn't what I'd expect.
I understand that it was unfortunate, but given our flight left at 9pm and the storm had been during the day, we should have been given options instead of left in the airport with 2 kids with no food/water/blankets.
We spend 2 hours phoning hotels before having to give up.

OP posts:
SameOldMe · 07/08/2025 07:28

Edi to Munich they should compensate you, it's uk departing so covered by uk law. might need to raise a formal complaint. Unfortunately I believe they only refund food costs, but I'd still complain.

notimagain · 07/08/2025 07:47

How the delay out of Edinburgh gets handled will probably depend on how it was recorded by ground staff or the flight crew. If it was a total of 4 hours with 1 hour 5 min down to weather and 2 hrs 55 technical then you're not going to get comp without an argument.

If it was a connected booking yes the airline has a duty of care if you miss a connection and it seems that didn't happen so that might be worth chasing..

Certainly if there have been mass cancellations there really can be no hotel rooms to be had, certainly at or very near/near he airport..so sadly despite everything people do end up stuck at the airport.

As for staff, yes, in an ideal world there would be staff on hand even late at night, to meet and help the late arrivals..in the real world of cost cutting that doesn't always happen, even at the major/legacy airlines..

Hope you can get something sorted but you might have a battle.

LondonPapa · 07/08/2025 07:50

Plummonkey88 · 06/08/2025 22:53

Hello, I'm looking for some thoughts or anyone who's been through a similar situation to us with any airline...

Our flight was delayed for 4 hours from Edinburgh to Munich and we missed our onward flight to Singapore. The initial delay was an hour or so and it was due to a storm in Munich, but there was then a technical issue with the place which caused further delay.

We landed at 1150pm and had been rebooked on a flight for 1220pm the following afternoon, and were quite happy to have a night in a hotel and tackle the long flight the next day, however, when we landed there were no airport staff at all in the airport. Lufthansa desk shut at 10pm as did all others. We then made our way to the airport hotel to be told there was no room and we would struggle to get a room due to so many flight cancellations that day, and passengers having to book up. We spend 2 hours calling hotels within a 40 mile radius with no luck. Our young children then had to sleep overnight on an airport bench, there were no food & beverage outlets open until 6am, so we had absolutely nothing to eat or drink either.

I have emailed for compensation for the delay in flight as per the UK 261 policy, for additional compensation for the situation they left us in at the airport - we feel there should be staff on if a flight has been delayed, especially if they new there had been alot of delays that day, and compensation for the food and lost night at a hotel in Singapore.

They have came back to me saying as our flight was from Edinburgh were not entitled to compensation for the delay, they will take on board the feedback regarding no staff being at the airport and they will only refund us for food and drink purchased - surely this cannot be right??

I'm hopeful someone is more clued up on this, or that someone has been in a similar unfortunate situation.

Any helps appreciated.

Thanks

The airline is wrong. I presume this is Lufthansa? They’ll do anything to avoid paying as they’re legally required to. Even if you were claiming under the EU regulations they deny. Push back and they relent.

Ducksurprise · 07/08/2025 07:52

When you landed how late were you?

So what was the published landing time and what was the actual landing time?

StopRainingNow · 07/08/2025 08:23

Was it an onward flight with the same airline? If not then they won't be liable for your connecting flight.

Original poster
Plummonkey88 · 07/08/2025 09:00

notimagain · 07/08/2025 07:47

How the delay out of Edinburgh gets handled will probably depend on how it was recorded by ground staff or the flight crew. If it was a total of 4 hours with 1 hour 5 min down to weather and 2 hrs 55 technical then you're not going to get comp without an argument.

If it was a connected booking yes the airline has a duty of care if you miss a connection and it seems that didn't happen so that might be worth chasing..

Certainly if there have been mass cancellations there really can be no hotel rooms to be had, certainly at or very near/near he airport..so sadly despite everything people do end up stuck at the airport.

As for staff, yes, in an ideal world there would be staff on hand even late at night, to meet and help the late arrivals..in the real world of cost cutting that doesn't always happen, even at the major/legacy airlines..

Hope you can get something sorted but you might have a battle.

@notimagain I have been trying to find out the reason logged for the delay but can't find any details online at all - would you know how/where I can get this from?
I totally get the issues regarding staff etc but I feel we should have at least been told at Edinburgh what the situation was and if we would have wanted to stay there the night and get a flight then following day or to fly into another EU airport. We were not the only ones in this position, there were families from Dublin elderly people left in wheelchairs all night but it's the principle of the airline providing a service. I'm not holding my breath for anything on this, but I will try.

OP posts:
Original poster
Plummonkey88 · 07/08/2025 09:01

StopRainingNow · 07/08/2025 08:23

Was it an onward flight with the same airline? If not then they won't be liable for your connecting flight.

@StopRainingNow all flights were with Lufthansa on the one booking.

OP posts:
Original poster
Plummonkey88 · 07/08/2025 09:03

Ducksurprise · 07/08/2025 07:52

When you landed how late were you?

So what was the published landing time and what was the actual landing time?

@Ducksurprise we were meant to land at 2025 and landed at 2347 but then our final destination land was over a day later

OP posts:
Cam1981 · 07/08/2025 09:04

Your travel insurance won’t compensate you. It’s likely it will only cover receipted out of pocket costs for things like refreshments and accommodation. You’d need to also check your policy wording to see how long the length of the delay should be and if they cover connecting flights

Original poster
Plummonkey88 · 07/08/2025 09:05

LondonPapa · 07/08/2025 07:50

The airline is wrong. I presume this is Lufthansa? They’ll do anything to avoid paying as they’re legally required to. Even if you were claiming under the EU regulations they deny. Push back and they relent.

Show quote history

@LondonPapa yes, it was Lufthansa.
They were quick to reply to me saying I wasn't entitled and then when I send the UK261 policy details over I've not heard back at all.
From what I've read we should be compensated for the delay, but as another poster has said it will depend what the ground staff have logged the delay as. We were told it was technical issues at the airport, but I spose that could be altered so they don't need to pay out?! I have no idea where to find out this information though

OP posts:
StopRainingNow · 07/08/2025 09:07

Plummonkey88 · 07/08/2025 09:01

@StopRainingNow all flights were with Lufthansa on the one booking.

Show quote history

They absolutely should compensate you if you arrived a day late then, but I had an issue with American whereby they incorrectly noted it as being late due to air traffic, yes Air traffic was 20 mins of the delay, but the reason we actually missed our onward flight was because there was a technical issue with the plane. I had to fight for them to put us up in a hotel (the flight originated in USA and they are governed by US law, so no compensation, but they did eventually pay for a hotel).

Looks like this may be a bit of a fight and your travel insurance may be a better solution, I'd still pursue Lufthansa though.

StopRainingNow · 07/08/2025 09:08

As an aside, I'd never book with American again for the exact reason they didn't give a shiny shit about us being stranded and there being no compensation due to them being US registered.

TizerorFizz · 07/08/2025 09:08

@Plummonkey88 So with no hotel and no staff at Munich, you shouldn’t have left the uk? Yes they should have found you a hotel. I’m surprised you were not met however if the regs say you should have had a hotel, that’s worthy of compensation.

notimagain · 07/08/2025 09:13

Plummonkey88 · 07/08/2025 09:05

@LondonPapa yes, it was Lufthansa.
They were quick to reply to me saying I wasn't entitled and then when I send the UK261 policy details over I've not heard back at all.
From what I've read we should be compensated for the delay, but as another poster has said it will depend what the ground staff have logged the delay as. We were told it was technical issues at the airport, but I spose that could be altered so they don't need to pay out?! I have no idea where to find out this information though

Show quote history

I doubt you'll be able to access the exact delay code(s) for the flight ex-EDI, that info will be held on one of Lufthansa's systems and is almost certainly propriatary info ..you'd probably have to one of the compensation companies to get that sort of detail

notimagain · 07/08/2025 09:24

TizerorFizz · 07/08/2025 09:08

@Plummonkey88 So with no hotel and no staff at Munich, you shouldn’t have left the uk? Yes they should have found you a hotel. I’m surprised you were not met however if the regs say you should have had a hotel, that’s worthy of compensation.

The airline has a duty of care but sometimes they can't do the impossible and airports and surrounding hotels do run of rooms if there's a mass cancellation event.

It's crap when it happens but sometimes dury of care seems to.be satisfulied by refunding accomodation and food costs.

MissMoneyFairy · 07/08/2025 09:26

Luthansa and Munich were the worst for me, hardly any staff, no help with directions to get out the airport to the city bus or train, snooty staff and overcrowding with no seats, poor food, in the bc lounge, horrible place

TizerorFizz · 07/08/2025 09:31

@MissMoneyFairy You have never been to Denver or Chicago then! Signs? Help?

BBQBertha · 07/08/2025 09:42

This is the kind of thing the newspaper columnists are great at. Airlines will do all they can to falsify the codes/reasons for a delay so that they are not liable to pay compensation.

notimagain · 07/08/2025 09:54

BBQBertha · 07/08/2025 09:42

This is the kind of thing the newspaper columnists are great at. Airlines will do all they can to falsify the codes/reasons for a delay so that they are not liable to pay compensation.

I was involved in some of this and our part if the operation (sort of shop floor level) the allocation was done honestly.

I think one reason this subject has become so
combatitive is because sometimes, but not always, the level of comp awarded seems to be completely out of proportion to the damage suffered by some customers.

grimupnorthnot · 07/08/2025 10:04

Plummonkey88 · 07/08/2025 09:00

@notimagain I have been trying to find out the reason logged for the delay but can't find any details online at all - would you know how/where I can get this from?
I totally get the issues regarding staff etc but I feel we should have at least been told at Edinburgh what the situation was and if we would have wanted to stay there the night and get a flight then following day or to fly into another EU airport. We were not the only ones in this position, there were families from Dublin elderly people left in wheelchairs all night but it's the principle of the airline providing a service. I'm not holding my breath for anything on this, but I will try.

Show quote history

Its unlikely the staff at Edinburgh would have any clue what the situation was in MUC - they probably didn't even know what was happening in EDI - i say that as ex-airline staff who had to deal with issues like this - most of the staff will be trying to sort the issues...

As for compensation, good luck if it was weather it wont come under the UK or EU rules

As for your long-haul flight, if you're ona through ticket, it's LH responsibility to get you to SIN if not, it's your problem for trying to cut corners

grimupnorthnot · 07/08/2025 10:07

TizerorFizz · 07/08/2025 09:08

@Plummonkey88 So with no hotel and no staff at Munich, you shouldn’t have left the uk? Yes they should have found you a hotel. I’m surprised you were not met however if the regs say you should have had a hotel, that’s worthy of compensation.

are you high? - There would have been lots of flights delayed and cancelled due to the weather