Airline not refunding reasonable refreshments costs

[Mirackleeus]

We were caught up in the air traffic control mess in the summer. I know we aren't entitled to compensation but we are entitled to a refund of reasonable expenses for refreshments. The airline has responded saying we are not entitled to compensation but have ignored my follow up emails clarifying we don't want compensation, we want to be reimbursed for refreshments. (Delay meant we missed dinner at home so had to eat at the airport). Airline is not a member of a dispute resolution organisation.

What is the next step please and how likely are we to receive our money back?

How long were you delayed?

So you’re going to all this effort to claim for one meal at the airport?

Which airline then maybe someone can help advise?

I'd claim even if one meal. It's the principle.

in a similar situation with Easyjet a couple of years back. They didn’t want to reimburse anything but in our case it was a day’s car hire, a hotel and several meals.

I had to contact them by all means possible and follow up several times but they eventually did cough up

I wouldn’t bother for just one meal tbh especially as it wasn’t their fault (in my case it most definitely was)

Just let it go, it's one meal and presumably the cost isn't ruinous to someone who can afford a flight.

BH Air. We were delayed for 6 hours.

It was an expensive meal for the 4 of us. An expense we couldn't afford at the end of an all inclusive holiday where we never ate out once.

Jet2 customers who were delayed had pastries and bottled water handed out to them by their rep. We got absolutely nothing. No contact. No information. Nothing. Certainly no refreshments in over 8 hours of waiting (coach dropped us off the usual 2 hours before).

It really doesn’t make sense to go on holiday and not budget for some unforeseen expenses.

On a 6 hour delay couldn't you just buy sandwiches or pastries?

How much did you spend? It's barely worth it.

Given airport meals can be VERY expensive (cheapest I could find last time was £15 for a burger + chips) for a family of 4 you're talking best part of £50 which is worth claimimg on principle. If travelling alone I'd be less bothered (but yeah Ryanair a voucher for €2 when the cheapest item in the vicinity of the gate is €2.50 is a real kick in the teeth) but for a family it really starts to add up

It depends on whether your financial circumstances change between booking and going. Or whether the holiday was a gift from someone because you couldn't afford one otherwise.

At any rate, the question is what can I do next? The airline is legally obliged to refund us the unforeseen expenses.

It was over dinnertime and we ended up getting home at midnight. Had an early lunch because we were picked up at 12.30. So 12 hours without eating for 2 adults and 2 primary aged children seems unreasonable.

Shut up. A 6 hour delay and you went for an expensive meal? Why not Pret for some sandwiches. How much did you actually spend?

#prayforthepeopleonallinclusivetnathadtobylunch

Is the airline a member of an arbitration scheme? That is one option. The other option, is to use MCOL otherwise known as small claims court aka Money Claim online, £35 few, refundable if you win. (Which to be fair sounds fairly certain!)

As you have already contacted the airline involved and received a response, either is a valid option. FWIW, we were affected as well (BA) and received hotel, breakfast, evening meal and re-routing all paid within 21 days.

Why are you being so rude? We didn't 'go for an expensive meal', we got a burger meal and ate it on the waiting area seats. Hardly luxurious.

@functionoverform no I've checked and they aren't a member. I thought MCOL might be the next step but is that enforceable on a foreign airline?

You need to complain to who you booked with not direct with BH Air who provide the charter plane.

We booked with Balkan Holidays who own BH Air but I'll look for their contact details too.

6 hours is barely a delay.

i have no idea what the current legal guidelines are and if you want to chase compensation go for it, but 6 hours, really, that is what you are complaining about.

Wow! People are being really rude to you here. Of course you should get your expenses covered for a 6 hour delay. Sorry I don't have sny practical advice, but just wanted to come on to say the rudeness is totally unnecessary.

Read this - it sounds like you may have a battle on your hands.

https://forums.moneysavingexpert.com/discussion/5149574/flight-delayed-and-compensation-bh-airlines

Why are people so rude?
Of course 6 hours is a long delay, it's just ridiculous to suggest that it isn't. I had a 5 hour delay earlier in the year & it was awful. We did get a voucher, which was less than anything sold in the cafe, we were eligible for compensation though.
Good luck OP, I hope you get what they owe you.

If they (the airline) has a UK business address, then technically yes. You might remember the Wizzair case at Luton where one disgruntled customer called in the bailiffs😁.

However you can contact the CAA:
www.caa.co.uk/Passengers/Resolving-travel-problems/How-the-CAA-can-help/How-the-CAA-can-help/
(Scroll down) if an airline isn't a member of an arbitration scheme you can appeal to this airline body. I think it is called PACT.

There is also an EU scheme, but not sure of the details.

Well according to the T&Cs on BH air website and Regulation (EC) 261/2004. You are entitled to refreshments as the delay was over the limits set.

OP, go back to them asking them to explain why they believe they are not required to adhere to the terms in Articles 6&9 of Regulation (EC) 261/2004 and clause 15 of their own T&Cs. I suspect they are claiming this as 'extraordinary circumstances' which as per their T&Cs would excuse them from paying compensation, but you need to understand if that is what they are doing and how they define 'extraordinary circumstances'.

Article 6
Delay
1.
When an operating air carrier reasonably expects a flight to be delayed beyond its scheduled time of departure:
(a)
for two hours or more in the case of flights of 1500 kilometres or less; or
(b)
for three hours or more in the case of all F1... flights between 1500 and 3500 kilometres; or
(c)
for four hours or more in the case of all flights not falling under (a) or (b), passengers shall be offered by the operating air carrier:
(i)
the assistance specified in Article 9(1)(a) and 9(2); and
(ii)
when the reasonably expected time of departure is at least the day after the time of departure previously announced, the assistance specified in Article 9(1)(b) and 9(1)(c); and
(iii)
when the delay is at least five hours, the assistance specified in Article 8(1)(a).
2.
In any event, the assistance shall be offered within the time limits set out above with respect to each distance bracket.

Article 9
Right to care
1.
Where reference is made to this Article, passengers shall be offered free of charge:
(a)
meals and refreshments in a reasonable relation to the waiting time;
(b)
hotel accommodation in cases
• where a stay of one or more nights becomes necessary, or
• where a stay additional to that intended by the passenger becomes necessary;
(c)
transport between the airport and place of accommodation (hotel or other).
2.
In addition, passengers shall be offered free of charge two telephone calls, telex or fax messages, or e-mails.
3.
In applying this Article, the operating air carrier shall pay particular attention to the needs of persons with reduced mobility and any persons accompanying them, as well as to the needs of unaccompanied children.

Some of the replies here are ridiculous. OP we've had a fight with Jet2 after the air traffic delay - and I issued a claim via MCOL as suggested above. It wasn't a massive amount but its the principle. There are regulations to say they have to pay your reasonable expenses in those circumstances. You will need to check whether you can find a UK based company to claim against if you down this route just to avoid complication.

I think you have no chance. We were delayed with BH air (booked Balkan holidays) last year. They did give us food vouchers at the airport (after we had just eaten) which is something I suppose but the delay we have only just had a response from after taking it to the Civil aviation authority so taken over 12 months as they delayed responses/didn’t provide information/lied.