What is our protection as passengers against delayed and cancelled flights?

Question

Love in tiger airways...flight TR903 1325 25-jul-2008 manila-macau...4hrs in waiting aboard the aircraft plus 3 more hours of wait in the airport - just to be advised that flight is cancelled!Worst, we had to fight for our accommodation and assurance for a confirmed flight for the following day.Least thing they could have done is to offer the passangers, especially the children,FREE SNACKS....by the way, we were given 1pc McDo Chicken meal at about 8pm at the airport lobby.

But it's a good thing the pilot double-checked everything before flying...we just hope (speaking in behalf of all other passengers) that we were advised earlier....

What is our protection and rights as passengers against such mechanical-caused delays and cancellation of flights? Can we possibly charge our hotel accomodations, meals, phonecalls to the airlines?

Answer 1

Write a polite, but firm letter to the airlines explaining what happened. The ask them if they can compensate you in any way for the delay and the stress and extra expenses you incurred. See what that brings. You may get a discount or a free flight with them or something like that. Do not expect money, but you never know.

Answer 2

Different airlines have different policies.  Some airlines may put you up in a hotel if there is a mechanical failure and you cannot fly out that same night.

What was nice is at least they fed you.  Many airlines will not go that extra step.  With fuel still being expensive and airlines cutting back on staff and flights, it seems as though the customer is affected the most in terms of poorer service and more cramped flights.  Also complaints may not work unless you are one of their best customers.  In short, I don't think we have much leverage right now.

Answer 3

The answer lies in a legal document called "The Warsaw Convention".

About three years ago I had a Philippine Airlines flight from Sydney to Manila "overbooked" (more passengers than seats) and they offered choice either a hotel and a flight the next day or US$150 (from memory) plus a flight a few days later *PLUS* a free return flight to be used within the next year. I took the second option.

The airlines are becoming less generous but i don't know if they are contravening the convention. (See attached URL). Please let us all know what you find out.

Also found a formal press release from the Hong Kong Special Administrative Region Government about Cathay Pacific cancellations and compensation. It suggests your chances are no good. See attached URL.

Answer 4

1>  Hope you don't mind, but I am going to make you the poster child for Travel Insurance for a moment.  In today's world, given the number of cancelled flights, a good TI policy would have paid for hotels, meals, maybe even a ticket change to get you where you are going.  Annual policies for trip interruption are relatively inexpensive, mine is around $70 a year to cover baggage loss, delay, hotel, food and ticket changes.

2>  That said, if it was in fact Mechanical Issues (airlines wouldn't fib, would they?)  yer still out of luck, and here's why:

Tiger has a REALLY crappy cancellation policy:

"Tiger Airways does not provide meal vouchers or hotel accommodation for flights which are delayed or cancelled. We recommend that all passengers ensure that they have suitable private travel insurance cover in force to cover such eventualities."   from their website.   (Please note I mentioned Travel Insurance before I even read this).  Basically, they promise you nothing at all, so the fact you got a hotel is a bonus, sadly.

As airlines get more cash strapped, you will see more of them pushing this cost off to travel insurance, and therefore the consumer.