EU rules!

Here’s an update on something I think most Americans, Canadians, and Mexicans may not realize: your passenger rights when flying into, among, or out of the Europe, specifically the countries of the European Union. It (literally) pays to know about this!

During our extended European trip, we encountered two flight delay/cancellation situations. Both resulted in my applying for compensation from the airlines involved, in addition to being re-booked and given some immediate support for meals.

First, we were flying SAS from Stockholm to Vilnius, Lithuania. This is an offbeat route; on most days, only SAS flies it, and they have two flights a day: one in the morning, one in the afternoon. Seasoned travelers will immediately know where this is going. Since we arrived in Stockholm on a red-eye flight from LAX, we stayed overnight in the airport to board the morning SAS flight. We arrived at the gate and waited. No plane showed up. No crew showed up.  More passengers began to fill the gate area. Boarding time came and went. Finally a gate check agent arrived and announced the plane was cancelled due to “crew illness” and we were all being re-booked on the afternoon flight. They gave everyone script which was good for a lunch in the airport, and printed out new boarding passes.

An amazing coincidence: there was just enough room for everyone to fit on the second SAS flight! Back when I was a frequent business traveler in the States, I knew some airlines would avoid flying two half-filled planes by cancelling one flight and re-booking everyone on the second flight. There was little penalty for doing so, and great cost-savings. I am not suggesting this is what happened here, but the important thing is, whatever did happen, it happened in the EU, not in the States. The EU passenger rights provisions applied.

When we got home, I pulled up the SAS website and filled out a simple form, which just required the basic facts of the incident. Within a day, I received a response from SAS customer service indicating yes, the delay was longer than allowed, there were no extenuating circumstances, and based on the flight distance I was entitled to 250 Euros per person in compensation. Note, they already gave us coupons for a meal at the airport, and they re-booked us at no cost. This compensation was over-and-above all that.

The second incident was during our return. We flew Norwegian Air from Madrid to London/Gatwick, connecting there for a flight back to LAX. The flight from Gatwick was scrubbed at the last minute (we were on the runway cleared for take-off when the captain pulled us back off) due to equipment malfunction. The plane was a full 787 Dreamliner, and apparently Norwegian had another flight cancellation at the same time, so this was a customer service nightmare which I already recounted here.

Again, I went to the Norwegian Air website and completed a form. I had re-booked myself and Judy, since waiting for the customer service line was a non-starter. Because I had numerous receipts with this claim (over 500 UK pounds in hotels, meals, and transportation, and my repurchased airline tickets), I had to attach a picture of my original receipts. I also requested 600 Euros each as compensation (the amount allotted for cancelled flights of over 3500 kilometers), and noted in the comments section that equipment failure is not an unforeseeable circumstance, per several European court rulings (thanks, Google!).

I have already received the compensation from SAS. Norwegian has acknowledged my claim, but I am still waiting on their response; I will update this post when I receive it.

So remember, when flying to/from/among the EU, you may have EU passenger rights going for you.  Which is nice!