One of the biggest obstacles to independent travel is the fear of things going wrong. Without the safety net of a tour company, worrying about how to cope might well seem like a sure fire way of ruining a good holiday. I decided long ago that I’d prefer to be in control – no surprises for those who know me beyond the computer screen. But things do go wrong and it’s good to know what to do if that’s the case.
Missing a flight is stressful. It doesn’t matter why or whose fault it was, it’s stressful. Mostly, when I’ve missed flights, it’s been a case of a late-arriving inbound flight causing a missed connection, but I’ve arrived at the airport on more than one occasion to find my flight had already departed. You can read the stories here:
What to do if you miss a connecting flight because the inbound flight is late
If you’re still on the plane when your next one is merrily backing off the stand, no amount of pleading with airport staff is going to get you on that flight. The first thing to think about is whether you have a through ticket. If you buy two separate tickets and the first is delayed, the carrier operating the second leg has no obligation to honour your ticket. Don’t choose flights with very short connection times either. Immigration officials can be very stubborn.
Minimise your chances of being stranded by choosing a carrier who operates multiple flights a day to your final destination if at all possible and avoid opting for the last flight of the day. If they have space, you’ll still get to your destination the same day, albeit later than planned.
Speak to the ground staff as quickly as possible; if there are more people to rebook than there are seats available, you don’t want to be last in the queue. Holding a frequent flier card with that airline can also help you move up the queue. It can also pay to get an aisle seat as near to the front of the plane as you can, particularly if you know you have a tight connection.
Be nice. It’s not the fault of the ground staff if your plane was late in. Getting angry isn’t going to help. In fact, it’s likely to hinder your chances of organising a speedy replacement flight if you piss off the one person that can arrange it for you. Save your breath and stay calm.
Be flexible. Can you travel to a different airport in the same city? It’s inconvenient, perhaps, but still better than not arriving at all. Let the ground staff know what you’d be prepared to put up with. If you’re due at a hotel but are going to lose the first night of your booking, get in touch with them and explain – they might let you off any financial penalties they’d usually impose.
What to do if it’s your fault you miss the flight
Technically, the airline doesn’t have to do a thing and you’ll have to abandon your travel plans or buy a new ticket. So be nice and hope they take pity on you – and I mean really nice. Appeal to their better nature. Coming back from Bangkok, arriving 21 hours late for a flight just after midnight, I explained to the check in staff my humiliating predicament. As a Geography teacher who taught about time zones and tourism amongst other things, if they couldn’t fit me onto that night’s flight, I was going to have to confess to my students the real reason I’d shown up for work a day late…
What to do if it’s their fault – your flight is cancelled
Your airline must offer to rebook you on a later flight or offer you a refund. They have an obligation to get you to your destination, though not necessarily by the routing you’ve chosen or on a particular day.
Note that if your flight originates in the EU or arrives there from anywhere else but on an EU airline, you are entitled to compensation – even if the airline claims you aren’t. If an EU and a non-EU codeshare applies – such as Virgin and Delta, for instance – you’ll only fall into this category if your ticket and therefore contract is with the EU airline – Virgin in my example. I had a long and drawn out fight with Cityjet over this right to compensation, but eventually won. Read about how to get your money back here:
You’ll see from that post that keeping evidence is crucial. Make sure you keep hold of boarding pass stubs and receipts until you’re safely home without any problems. Never send off your only copy of something; scan instead.
Make sure you have decent insurance in case you need to recoup your costs that way instead. This may be your only option for compensation if you’re travelling outside the EU on a non-EU airline.
For more information, there’s a useful link here:
Extremadura isn’t on most people’s radar when it comes to holidaying in Spain, overshadowed by its popular neighbour Andalusia. That doesn’t mean it’s got nothing to offer, however, and this region has proved to be one of the most diverse and interesting parts of Spain that I’ve visited.
Getting there from the UK
There aren’t any direct flights from the UK to Extremaduran towns so realistically, the choice is between Seville to the south of the region and Madrid to the north east. Ryanair fly to Seville from London’s Stansted airport, BA, Ryanair and easyJet from Gatwick. If you’re wondering why Iberia’s missing from the list, it codeshares with BA on their LGW flight. From regional airports, you’ll have to connect as there are no direct routes.
Those same airlines will also carry you to Madrid, plus Norwegian, a low-cost carrier operating out of Gatwick, as well as Iberia Express and Air Europa also from Gatwick.
Getting to and from the airport
I flew into Seville and out of Madrid on this trip but there’s no reason why you can’t do a round trip route or reverse the itinerary. To get into Seville from the airport I caught the airport bus, buying a ticket while I queued up for a few euros. It stops at the train station Santa Justa, skirts the old town and ends up at the main bus station, making it a convenient option wherever you’re staying.
In Madrid, my train’s final destination was Chamartin station to the north of the city centre but I bailed at Atocha. Getting to the airport was straightforward; the cercanias or stopping trains are quickest but go to Terminal 4. I’d opted to fly Ryanair which left from Terminal 1 and so I connected to the airport using metro line 8.
Whether or not you’ll need to rent a car depends on whether you wish to explore the region’s attractive countryside and villages or stick to the main towns. There are a few train connections, such as between Badajoz to the west and the Spanish capital, but for me, on many of the routes I wanted to use, buses operated to a more convenient schedule. Operators include LEDA, ALSA and Avanza.
I caught the bus from Seville to Zafra; you can buy a ticket to Mérida for around 10 euros. Although it’s possible to alight at Zafra, as far as I could work out, I couldn’t buy a ticket to Zafra online (you can in person) so I needed a separate ticket from Zafra to Mérida. Book online at http://www.alsa.es. It was just a few euros – well worth it for the chance to see this charming little town.
From Mérida to Cáceres, an hour or so further north, I used LEDA; find them at http://www.leda.es where they also offer online booking. A single ticket costs just under 6 euros. From Cáceres, I made a sideways hop to atmospheric Trujillo for under 4 euros each way, leaving my bag in a locker at the bus station back at Cáceres. Tickets from the brand new and barely open bus station in Trujillo only go on sale fifteen minutes before the bus departs with Avanza but the buses weren’t full.
To explore Monfragüe National Park and the La Vera valley in a day, there was no alternative to hiring a car. I used Europcar as its office was an easy walk from my Plaza Mayor base and also a straightforward and mercifully short drive to the ring road, easing the pain of town traffic. I did get a tiny bit lost getting the car back but I was only a few blocks out.
To get from Cáceres to the capital Madrid, I figured a train might be more reliable (it wasn’t – we were 40 minutes late getting in) and the train ticket on one of RENFE’s Media Distancia trains was also considerably more expensive than the buses I’d taken – around 32 euros.
Where to go
Where to start? There are so many incredible destinations that it’s hard to whittle them down. In order, here are the places I visited during my Extremaduran holiday.
This small town felt more like an Andalusian town than an Extremaduran one, though as it was the first stop on my itinerary, I hadn’t at that point worked out what an Extremaduran town might feel like. It has a pretty double square with lots of pavement cafes and tapas bars. I was there just for the day but I am told the food scene is good there – something for next time. The town also has a castle, now converted into a parador, and plenty whitewashed alleyways adorned with window boxes stuffed full of geraniums.
This town is supposed to have the best preserved Roman remains in Spain. The sheer number of ruins was impressive, but some sights had more of the wow factor than others. There’s a partially reconstructed amphitheatre next to a fantastic open air theatre. Then there’s the breathtaking Temple of Diana which is literally plonked halfway along the main street with shops and cafes either side; OK technically it was there first but it does look so out of place it’s a bizarre sight. A restored Roman bridge, old fort with atmospheric cistern, Moorish remains and Forum are also easily accessible within the town centre.
This charming town was my favourite, home to conquistador Pizarro whose statue dominates the main square. Actually, that statue was supposed to be of Cortes, but the Mexicans didn’t want it so it was re-purposed as a Pizarro statue instead. The historic centre of Trujillo is packed full of mansions, including Pizarro’s, as well as myriad churches, towers to climb, a museum about the conquest of Peru and a hilltop castle.
The main attraction of this large town is its Ciudad Monumental, a walled old town which is also a UNESCO World Heritage Site. Just wandering amongst its alleyways late in the day was a delight; the addition of a very talented flamenco singer playing Spanish guitar was the icing on the cake. Outside the Ciudad Monumental, the Plaza Mayor was the centre of the action when it came to food and drink, though nearby San Juan had better food. The town also has a hammam with the usual hot, warm and cold baths – massage optional.
Monfragüe National Park
This, I read, was Spain’s 14th national park but it was the one place I visited that made me gasp. At the Salta del Gitano lookout in the centre of the park, the River Tajo meanders between a couple of rocky outcrops. I visited in the morning and the water was a vivid green – a spectacle in itself but even for someone who can’t see the point of birdwatching, the sight of a black vulture close up was pretty impressive. The winding drive through the park was very pleasant and, if you don’t visit in the height of summer when the temperatures soar, the area is great for hiking.
This valley connects a series of pretty little villages, many of them worth a stop. Pasarón de la Vera was my first stop, its setting the main draw. From there, a short drive took me to Jaraíz de la Vera, known for its peppers, and then to Cuacos de Yuste, where the monastery housed the Spanish King Carlos V towards the end of his life. I drove on as far as Jarandilla de la Vera where there was an impressive Roman bridge and several natural swimming pools (a big thing in these parts) before backtracking to Garganta de Olla, a quaint little village with a plethora of half-timbered houses overhanging its narrow streets. Taking the mountain route via Piornal provided the adrenaline rush to end the day – though fortunately by that I mean returning to Cáceres and not going over the cliff edge.
The ones that got away…
This was my first trip to this region and there were quite a few places I didn’t have time to visit – this time! I’ll be back, one day, to visit Alcántara and its bridge as well as to Montánchez, Monesterio and to Casar de Cáceres for the food.
Watch out for more blogs covering Extremadura in the near future for more on these fantastic places.
I recently had the opportunity to travel business class across the Atlantic from London to New York. I’ve always been of the opinion that I’d rather spend my holiday budget on accommodation and activities at my destination rather than on travel to it. An opportunity to fly business class with British Airways for less than the price of an economy ticket was too good to resist – more about that in a later post – so for the first time I crossed the pond in style.
So what did I think?
Heathrow’s Terminal 5 has two business class lounges but I was tipped off that South Lounge was the better of the two, so that’s where I headed after a very pleasant fast track security experience. I was very pleased to find a decent breakfast spread and had several yummy pastries, read the paper, hooked up to the free WiFi and relaxed in the nice padded chairs while I waited to board the aircraft. All very civilised, though I don’t really mind the bustle of airside especially where there’s somewhere decent to get a coffee.
The thing I hate most about boarding these days? The fact that because everyone is carrying such an enormous amount of carry on luggage, the overhead bins fill up. Consequently, there’s a mad dash to get in the queue to board so you avoid having to do a long haul flight with a bag squashed between your legs. Now this is somewhere that business class scores highly: there are fewer people fighting for bin space and you get to queue jump and board when you like. Of course the amount of stress in the economy cabin could also be reduced if the carry on weight and size limit was reduced to something sensible as opposed to the current policy of “bring the kitchen sink or the equivalent, we’ll cram it in somehow”.
I was a little nervous I’d show myself up by not being able to work the controls of the flat bed seat. I’ve only flown business class once before, a short hop from JFK to Dallas Fort Worth after being snowbound in New York for so many days the American Airlines call centre staff just wanted to get rid of me, and in any case that was a regular seat. In reality, I had nothing to worry about. Raising and lowering the privacy screen was the hardest part (and not exactly difficult) but the actual seat controls were a piece of cake. The addition of pink champagne was a bonus. I broke my own rule of always flying sober, but only because it felt rude not to take the glass that was proffered, you understand.
Would you like to fly backwards or forwards, Madam?
I’d been advised to try to get a window seat as with the screen up, you were in a little cocoon. Taking off and landing backwards felt very odd. That said, the rest of the flight was fine and it was great to be tucked away. So tucked away, in fact, that when I finally uncurled myself to pop to the toilet (disappointingly cramped), I was amazed to see everyone else lying flat. If I have to be critical (I feel I ought to be objective), I’d say the footrest was a bit of a stretch. Oh the hardship! Her Ladyship had to reach forward a little to put her feet up.
Oh the food! A delicious sounding menu was presented. It basically said I could eat them out of house and home – and then they’d bring me more. Take a look at the feast that I consumed:
And the invitation to just pig out… I love the line: “Of course the best thing about tasty treats is eating them rather than reading about them…” Of course. Of course! Pass the Cadburys.
Actually, in reality I was so stuffed I could barely shuffle to the Club Kitchen, let alone raid it. Note to self: if you ever the chance again to fly business class long haul, make it to Sydney or Auckland. Or at the very least to LAX.
Having reached JFK at least three dress sizes larger than when I left Heathrow, I came down to earth with a bump to join the long queue into the US. At least the whole of the economy cabin were behind me. I don’t mean that in a condescending way. I’m usually quick off the mark out of the plane and walk relatively fast, meaning most of the economy cabin are behind me when I disembark from an economy seat too. This time, however, with all that free food and drink sloshing around inside me, I had to walk slowly to make sure I didn’t spill any.
Until I realised I could be reclining flat on the outbound leg, I’d been most looking forward to the return journey. Sadly, this wasn’t to be as good. Although I was upstairs, supposedly better, I was in an aisle seat – nowhere near as peaceful as being tucked away by the window. And being one of BA’s sleeper services due to the late departure, I’d planned on eating in the lounge before take off, but found a rather unappetising buffet presented in the lounge at JFK. If this sounds like I’m complaining, I’m not, any free food is good as far as I’m concerned, but it wasn’t the gourmet experience I had on the outbound leg. Nor was the service as attentive or as friendly, but in the crew’s defence, we’d had a three hour delay to take off and no one was happy.
So what’s the verdict?
Based on the outbound leg particularly, I’d say you are made to feel very special in business class. I enjoyed being addressed by name. It is also a real treat to eat the meals course by course and not have to juggle plastic pots in a confined space. I loved the flat bed and found it very comfortable; I don’t usually snatch more than an hour or two’s sleep on a standard economy flight and yet on this I was sleeping so soundly I was dreaming. Fast tracking through security at Heathrow was very welcome. I’m not sure why the same service wasn’t available at JFK, though in fairness it may have been because of the delays and the need to process everyone as quickly as possible so they didn’t miss their flights.
All in all it was an experience I’d be delighted to repeat, though not one that justifies spending such a huge amount more. But keep an eye on this blog. Soon I’ll tell you how I achieved this journey for less than the price of an economy ticket – perfectly legit and no air miles needed.
The travel press is focusing on speculation concerning British Airways and its possible policy change in charging for food on short haul routes. Read more about it here: http://www.telegraph.co.uk/travel/comment/british-airways-to-charge-for-meals-budget-airline/
Following the stratospheric growth of the low-cost sector, full service scheduled airlines have had to work harder to attract passengers whose prime consideration is price. Living close to Stansted and Southend airports, it’s very rare for me to travel to Heathrow or Gatwick (or God forbid Luton during school holidays) unless I absolutely have to, so the likes of easyJet and Ryanair have been my go-to airlines for short hops for a couple of decades now.
Over the years, bargain flights have taken me to pretty much every country in Europe. From Kaunas (Lithuania) to Malmo (Sweden), I’ve never let the fact that I’ve not heard of a destination stand in the way of a cheap fare. And neither have I worried about the extras, happily paring down my luggage and printing off my boarding passes at home to avoid fees that some whine about. If I can get halfway across the continent for thirty quid, then quite frankly I don’t give a stuff if they feed me or not. It’s not like most airline food is anything to rave about.
So to be honest, I don’t really understand the fuss. On the very short flights like, say, London to Amsterdam, cabin crew have to practically throw the food at you to get down the aisle and back before the fasten seat belt signs come back on. If you’re only in the air for an hour, is it really so bad to do without a drink or a snack? And if you’re that bothered, buy a bottle of water and a chocolate bar airside and take it on with you.
I like these bargain basement fares – and who doesn’t? I’ve never understood the logic in flying business class on short haul routes (they’re often the exact same seats for heaven’s sake!) or upgrading to speedy boarding (do these people not realise that the plane still won’t take off until the last person’s on too?)
I don’t even care who I sit with. It’s nice to chat to my travelling companion but it’s not a deal breaker if I’m separated for an hour or two. It even happened on my Wow Air flight to Iceland to get married, but then my fiance and I were the last to check in so it did serve us right. Who knows, the person that has the pleasure of my company might be more entertaining. (Apologies to those who are reading this having been a travelling companion of mine in the past – I don’t mean you, obviously.)
And therein lies my point. The travel industry is evolving to cope with a changing economic climate and we need to adapt too. The days of flying being a glamorous affair reserved for the rich and famous are long gone. So ditch the suitcase, have a drink before you board and eat when you get there – no frills travel is here to stay!
Always wanted to visit that far flung destination but dread the flight you’ll need to take to get there? Sometimes a long haul flight is the hell that has to be endured to reach paradise. If you aren’t lucky enough to fly First Class or have incredible views beneath you through a cloudless sky, you might need my help. Here are a few tried and tested tips for making that journey fly by (sorry, couldn’t resist!)
Sadly, I don’t mean chug back the wine and pass out. Save the alcohol for your holiday and instead drink plenty of water. Flying is very dehydrating – which means if you don’t keep topping up your liquids, on top of thirst, you risk suffering headaches, dry skin and tiredness. And none of those are conducive to a happy flight. You can keep asking cabin crew for water, but you might be more popular if you buy a bottle of water from the airside newsagents before you board. Pack a travel-size moisturiser to keep your skin hydrated too.
Unless you’re still lucky enough to be a lithe and supple twenty something who can curl themselves up into a ball on take off and stretch like a contented cat as they awake on landing, a long flight potentially means discomfort. Spending a long time in a cramped environment leads to aching muscles and stiff joints. Make a point of getting up at regular intervals to move those legs and you’ll feel much better for it.
Bring some reading material
Forget War and Peace, what I take on a flight has to be easy to read. Eschew the literary classics and think chick lit, trashy magazines and historical sagas. I was so engrossed in Jeffrey Archer’s Clifton Chronicles on a recent flight I barely noticed we’d landed. Make sure the Kindle’s fully charged or go retro and take a paperback. And if you’re taking a guide book, don’t pack it in your hold luggage; plan your trip in the air to maximise time for sightseeing when you arrive.
Save up your correspondence
There are rarely enough hours in the day to fit everything in and it’s not uncommon to fall behind, so I spend some of a long flight writing drafts of emails on my iPad ready to send when I arrive. (Some airlines offer Internet access on board but check the small print to find out how much it’s likely to cost before you connect.) I also use the time to write future blog posts, draft articles for clients and make to do lists.
Make the most of the on-board entertainment
Listen to the album you’ve not had chance to download, engross yourself in that film you failed to catch at the cinema, binge watch addictive TV sitcoms – most airlines have plenty of choice. I also make sure I’ve got lots of games on my tablet so I can pass the time playing Scrabble, card games and Sudoku.
Talk to your neighbour
Whether you’re travelling with a companion or solo, it’s often pleasant to chat. Take the hint though if your neighbour is monosyllabic with their responses – some people might find your inane chatter intensely annoying. And if you’re stuck with the cabin’s biggest bore, dig out some headphones and announce with an apologetic shrug you’ve been looking forward to listening to that album or audio book for ages.
Hit the snooze button
If all else fails, sleep. Beg, borrow or steal an extra pillow and blanket to pad out those uncomfortable armrests and snatch a nap or two.
Next time you go online to book flights, be careful. You may end up miles off course if you don’t double check your booking before you confirm travel. As an ex-Geography teacher myself, I couldn’t help but shake my head in despair at the unfortunate couple who this week made the news as they managed to book themselves flights to Las Vegas from Birmingham Alabama rather than the UK’s second largest city:
While it’s a shame they missed out on their dream holiday, it shouldn’t be an easy mistake to make. Flight booking sites are easy to navigate and cities clearly identifiable. They’re not the first, either. I remember a couple trying to get to see their daughter in San Jose, Mexico but who ended up flying to San Jose, California instead:
The flight codes are only one letter different, so if I’m being generous that could have been hard to spot. But then there was the granny who actually wanted to be in San Jose, California but headed to the Costa Rican capital instead:
While many accept responsibility for their mistakes, some just can’t believe it. This American couple decided to sue when they were wrongly routed to the Caribbean island of Grenada instead of the Spanish city Granada:
They aren’t the only ones to fall foul of these two similar sounding places, though at least this granny can claim she was misheard:
I could go on and on. The internet’s full of tales of people mixing up Dakar and Dhaka, respectively the capitals of Senegal and Bangladesh and located on different continents, Melbourne, Florida and Melbourne, Australia (I’d recommend the latter if you can’t decide which to add to your bucket list), and Paris, Texas with the French capital itself.
So, if your child isn’t paying as much attention as you’d like in school, show them this blog and tell them to pull their socks up, or one day they might find themselves facing an expensive onward flight!
One decision to be made when working out a long haul itinerary is whether or not to plan a stopover when booking flights. Here are a few issues to consider which might help you decide.
What’s it going to do to the flight cost?
Before making a decision to stopover, check out flight combinations and prices. A stopover including a few nights’ accommodation sometimes makes very little difference to the total flight cost compared to a direct flight. A stopover is classed as a stay of more than 24 hours whereas a layover might be just an hour or two. Layovers can also give you the chance to do a bit of sightseeing during your journey. See if you can extend your layover by taking a later flight to your final destination with that same airline. If the city is relatively close to the airport and if transportation is good, you can see a little of the layover city without it increasing the budget at all. Your luggage will usually be checked through to your final destination leaving you with just hand luggage. This has worked for me several times, most recently in Chicago and in Istanbul.
How much of the world do you want to see?
On both occasions I’ve been to the Antipodes, the best flight deals hubbed through places I’d already visited, Kuala Lumpur and Singapore. Eschewing the stopover didn’t leave me feeling like I’d missed out , but I may have felt differently if I’d never been to the stopover city before. A trip to Tanzania with Qatar Airways gave me the opportunity for a two-day stopover in the Qatari capital Doha, somewhere I’d not have chosen to visit in itself, but a pleasant stopover nevertheless. Next year, I’m stopping off in Sri Lanka en route to the Seychelles, a little out of the way but a great opportunity to see more places without vastly inflating my budget.
How will you cope with double jet lag?
If you are travelling east over any distance then you’re going to be hit by jet lag. There are things you can do to help alleviate symptoms, including trying to eat and sleep according to the new time zone before you arrive and keeping hydrated during the journey with plenty of water, but the fact remains, jet lag is a very real possibility. On my trips to Australia and New Zealand, I’ve opted for a quick change of flights rather than a few days’ stopover. Why? So I suffer the dreaded jet lag once rather than twice. Admittedly by 4pm on my first day in Sydney I was punch-drunk with fatigue but after a good sleep I was raring to go the next day. In Auckland a few years later, prepared for the same thing, I enjoyed a pleasant day exploring Ponsonby before hitting the hay at 7pm for a decent night’s rest. Again, the following morning, I was fully refreshed and ready to tackle the city instead of facing another long flight. Choose a layover airport with plenty of facilities, such as Singapore’s Changi or Kuala Lumpur International, both of which have airside hotels. You can book a bed or take a shower while you wait for the second flight, and get that horrible journey out of the way in one hit.
How much time do you have for your holiday?
If you’re heading long haul for a long stay holiday such as a gap year, then a few weeks exploring somewhere on the way doesn’t make a big dent in the time you’re going to get at your destination. But if that holiday is restricted to the two or three weeks you’re going to be able to get off work, then you need to think about where you really want to spend it. Ask yourself whether your stopover days will prevent you seeing something amazing at your main destination, or give you the chance to see something equally amazing en route that you’d otherwise have missed.
Are you likely to get the opportunity to go back?
For some, a long haul trip will be the adventure of a lifetime, and likely to happen only once. If that’s the case, then stopping on the way to your main destination might be the only chance you’ll have to explore that part of the world and as such, you might be foolish to pass up the chance. If it’s somewhere that frequently shows up on flight deals websites or is a popular package holiday destination and thus relatively cheap, you might be tempted to ditch the place as a stopover for now and go there later on for a longer holiday.
Are you unsure about whether you’d like the place or not?
Taking the opportunity to make a stopover in a city is a good way to find out if you like the place enough to book a longer holiday or not. Sometimes, this might be clear beforehand; it’s possible to stop in Reykjavik, the Icelandic capital, on the way to certain North American destinations, but in my opinion, this incredible country warrants more than a couple of days. But if you’re unsure, then staying just a night or two in a place gives you a taster, enough to help you decide whether to tick it off the list or to go back for a more leisurely visit.
Last July, I flew in to Paris from Lima, Peru with Air France to connect with a CityJet flight back to London City Airport. I checked in as normal at Orly airport on 4 July and made my way airside.
Noting that the information board didn’t yet have a gate number, I took a seat and read a magazine. After a while, I thought it would be wise to check if the flight had been allocated a gate and was puzzled to see that fifteen minutes before the scheduled take-off slot, the flight had disappeared from the screens. There were no CityJet ground staff around and after asking a few airport employees, I decided to go back landside to find out what was going on.
At the check-in desk, I managed to find out that the flight had been cancelled “for technical reasons”. I was told that there was no way I’d be able to get back to London that evening as the Heathrow and City flights were all full. The CityJet employee was apologetic but when asked for a solution, gave a Gallic shrug and basically told me there was none. A couple of businessmen in the same predicament joined me and received the same treatment. Eventually, a supervisor was called who repeated that there was “no solution”. Eventually, after some heated debate, he acknowledged that it was CityJet’s responsibility to get us back to the UK and suggested that we go on standby for the following morning’s flight – but that it was possible we wouldn’t be able to travel as the flight wasn’t showing sufficient spaces.
To cut a long story short, the only way of a guaranteed return to London was to take the train to Gare du Nord and take Eurostar at our own expense – and under EU rules, claim compensation for the cancelled flight. To do this required the return of our checked luggage. At first, we were told it was waiting on the carousel, but it wasn’t and no member of ground staff knew where it was. Having booked a Eurostar ticket on the understanding I’d be able to leave the airport pretty much immediately, I then had a nail-biting wait for the luggage to be tracked down followed by a mad dash across Paris. I caught my Eurostar train with five minutes to spare.
Back in the UK, I submitted my request for compensation. Having been given a slip of paper at Orly with a handwritten note reading “ticket of the flight can be refound (sic)” I didn’t envisage any issues, even if it had been incorrectly dated as 4 June. I filled in the relevant form from CityJet’s website, attached scans of the relevant receipts and tickets and waited for a response.
Nothing happened for several weeks, until I received this reply on 21 August:
Dear Mrs. Hammond Johnson,
Thank you for contacting CityJet.
We write in response to your email regarding your flight incident and we would like to apologise for the inconvenience caused on this occasion.
Having studied your file, we inform you that the incident was due to a technical issue. Such cases are considered as extraordinary events for which we cannot be held liable according to the European Regulation 261/2004.
We therefore regret to inform you that we cannot agree to your compensation request.
We hope your subsequent journeys with us will be to your full satisfaction.
CityJet Customer Care
Not to be fobbed off, I visited the Which? consumer guide website, which suggested that there was a relevant court case appeal being heard regarding Jet2. Basically, if the appeal went in the customer’s favour rather than that of the airline, technical issues would no longer be classified as extraordinary and I would be entitled to 250 euros in compensation. I decided to wait it out. In November, I read online that the ruling was what I’d hoped for and so I used the Which? template to create the following letter:
24 November 2014
I am writing to you in connection with the above flight on which I was booked to travel on 4 July 2014.
The flight was supposed to depart from Paris Orly at 1710, but was cancelled fifteen minutes prior to take off.
When I tried to get compensation under the EU Denied Boarding Regulation 261/2004, I was told I was not eligible because the cancellation was caused by an extraordinary circumstance.
Technical problems are not extraordinary circumstances unless they are the type that you could not expect to encounter when operating a flight.
The decisions made in the Wallentin-Hermann vs. Alitalia case 2009 and Jet2 vs. Huzar case 2014 have confirmed that routine technical difficulties are not extraordinary circumstances. Although Jet2 appealed the ruling, the decision was upheld in November 2014.
I am entitled to the sum of 250 euros compensation and look forward to receiving the sterling equivalent within the next 14 days.
I attach a copy of the ticket and previous correspondence I have had with your airline,
Julia Hammond Johnson
I posted it recorded delivery as suggested and waited. Weeks passed and I heard nothing. I sent an email to CityJet requesting an answer to my letter. The following day, I received this reply:
Dear Mrs. Hammond Johnson,
I write in response to your email from Saturday, January 31, 2015.
We take into consideration all the emails sent to you previously from our colleague Veronica on the 21 August 2015 regarding your request for the compensation of your flight cancellation.
At that time as per the European Regualtions EC261/2004 technical issue was classified as Extraordinary events which was not eligible for any compensation. Your compensation request was denied in August before the decision regarding technical issues was amended. Therefore your case was close in August 2014 and the decision was made in November 2014.Taking into consideration the European Regulations at that time you are not entitle to any compensation.
On this occasion we must deny your request for compensation.
CityJet Customer Care
Unimpressed by CityJet’s attempts to wriggle out of their legal obligations, I sent this terse reply:
As you are well aware, the ruling in November applies to flights going back up to six years. You are therefore not legally entitled to deny my request for compensation under British and EU law. I am quite prepared to take this to court and to the media, neither of which would do anything good for CityJet’s image.
Please reconsider the request. Surely 250 euros is better than the negative publicity which would be generated. I have no intention of dropping this matter.
Julia Hammond Johnson
It did the trick. I received this email response almost immediately:
Dear Mrs. HAMMOND JOHNSON,
I write in response to your email from Tuesday, February 03, 2015 whereby you explain you have experienced a flight cancellation.
We are pleased to inform you that we agree to offer you the full compensation amount of Eur 250.00.
In order to answer to your request, we would be grateful if you could send us the following documents by responsding to this email
•Complete bank details including the IBAN (International Bank Account Number),
•Swift code / BIC,
•the full name of the Account holder,
•bank name including address
We are looking forward to read from you.
CityJet Customer Care
It made me chuckle – the first line of Kaminee’s response giving the impression that no previous correspondence had taken place. I did as I was asked and was promised compensation within 21 working days. I am pleased to report that the money was credited to my account on 4 March, eight months to the day after the flight cancellation. Other than the fact that the value of the euro has taken a nosedive against the pound during that time, I am happy with the result. Together with the refund I received last July from Opodo (with whom I booked) for the unused flight leg, the compensation I received covered the cost of my train journey back to London.
What have I learnt from this?
Firstly, know your rights and make sure any correspondence you send quotes the relevant court rulings. Secondly, keep all your receipts and paperwork, taking scans to send if your complaint is made via email. Thirdly, where you have to use the regular mail, ensure you use recorded delivery so that you can prove your letter was received and on what date. Finally, I’ve decided that I won’t be travelling with CityJet again – any airline can be forced to cancel a flight, but CityJet’s deliberate attempts to avoid paying out compensation and its lack of integrity as a company mean that I shall choose to take my business elsewhere in future.