6 uur vertraging vlucht, weigering tot betaling compensatie

TUNISAIR Avenue Louise 182, BRUXELLES


Deze klacht is Publiek

  • s. l. Aan TUNISAIR

    My flight from Brussels with Tunisair to Cairo on 09/04/2018 at 13.00h (passing by Tunis and changing to Cairo with a flight at 15.35) had a delay of 1.15 hour in Brussels by which the connecting flight at 15.35 in Tunis would become impossible. I was offered another flight by the company with Alitalia passing by Rome (departure Brussels at 19h, arrival Rome 20.22, flight to Cairo at 22.22h) Arrival Cairo 01.35 instead of 19.35) which I accepted. Nevertheless was the delay too long to not also claim a financial compensation. I have sent all the documents to Tunisair and received a letter back that the delay was "due to extraordinary circumstances specified as "illness" of one of the passengers. EU regulations state an illness has to be proven by the company in that case. I have sent numerous emails to ask for proof, but now no-one is responding anymore. I think "illness" is being unlegally applied to make me drop the claim.

    Omschrijving van uw klacht

    My flight from Brussels with Tunisair to Cairo on 09/04/2018 at 13.00h (passing by Tunis and changing to Cairo with a flight at 15.35) had a delay of 1.15 hour in Brussels by which the connecting flight at 15.35 in Tunis would become impossible. I was offered another flight by the company with Alitalia passing by Rome (departure Brussels at 19h, arrival Rome 20.22, flight to Cairo at 22.22h) Arrival Cairo 01.35 instead of 19.35) which I accepted. Nevertheless was the delay too long to not also claim a financial compensation. I have sent all the documents to Tunisair and received a letter back that the delay was "due to extraordinary circumstances specified as "illness" of one of the passengers. EU regulations state an illness has to be proven by the company in that case. I have sent numerous emails to ask for proof, but now no-one is responding anymore. I think "illness" is being unlegally applied to make me drop the claim.

    Gewenste oplossing

    Terugbetaling: € 1200,00

    ik wil graag rechtmatige compensatie zoals voorzien door Europese regulering CE261/04

    Bijgevoegde documenten
    • Document
    • Document
  • TUNISAIR Aan s. l.

    Regarding: Claim delayed flight TU789 and TU813 of April 9th, 2018 (Brussels/Tunis/Cairo) 03Passengers: Saskia Lienard Ninette Vertongen Esme Verton Dear Madam/Sir, Further to your email below, we would like to inform you that we have already responded to Mrs Saskia Liénard to the complaint above mentioned. Your will find in attachment a copy of our letter. Due to the delay of the flight TU788 (operating Tunis/Brussels) and to avoid to her to miss the connection from Tunis to Cairo , our station manager in Brussels-Zaventem has proposed a rerouting with the Alitalia AZ165 (Brussels/Rome) and AZ894 (Rome Cairo) which she has accepted. So we have done the necessary action in this kind of situations. On the other hand, we have the proof that the delay of the flight which operated from Tunis this day was caused by a passenger illness. However, we cannot give you a copy because it is an internal document. Finally, we hope that you understand our constraints and that we have taken the necessary actions. Sincerely yours, -------------------------------- Afif M'NASRI Tunisair BENELUX a.mnasri@tunisairbxl.be De: klachtenbox@test-aankoop.be [mailto:] Envoyé: dimanche 9 septembre 2018 16:02 À: resa@tunisairbxl.be Objet: Klacht: 6 uur vertraging vlucht, weigering tot betaling compensatie (CPTBE00504158-49)

    Regarding: Claim delayed flight TU789 and TU813 of April 9th, 2018 (Brussels/Tunis/Cairo) 03Passengers: Saskia Lienard Ninette Vertongen Esme Verton Dear Madam/Sir, Further to your email below, we would like to inform you that we have already responded to Mrs Saskia Liénard to the complaint above mentioned. Your will find in attachment a copy of our letter. Due to the delay of the flight TU788 (operating Tunis/Brussels) and to avoid to her to miss the connection from Tunis to Cairo , our station manager in Brussels-Zaventem has proposed a rerouting with the Alitalia AZ165 (Brussels/Rome) and AZ894 (Rome Cairo) which she has accepted. So we have done the necessary action in this kind of situations. On the other hand, we have the proof that the delay of the flight which operated from Tunis this day was caused by a passenger illness. However, we cannot give you a copy because it is an internal document. Finally, we hope that you understand our constraints and that we have taken the necessary actions. Sincerely yours, -------------------------------- Afif M'NASRI Tunisair BENELUX a.mnasri@tunisairbxl.be De: klachtenbox@test-aankoop.be [mailto:] Envoyé: dimanche 9 septembre 2018 16:02 À: resa@tunisairbxl.be Objet: Klacht: 6 uur vertraging vlucht, weigering tot betaling compensatie (CPTBE00504158-49)

  • s. l. Aan TUNISAIR

    Dear Tunisair, I hope you understand that: “On the other hand, we have the proof that the delay of the flight which operated from Tunis this day was caused by a passenger illness. However, we cannot give you a copy because it is an internal document.” is not a satisfying answer. EU-law states you have to prove the reason for any delay when you claim it is caused by “extraordinary circumstances” in this case the so-called “illness” of which I never, also not after repeatedly asking, received any proof. An “internal document” sounds very much as an excuse to me when you never showed me any documents of it. Saskia

    Dear Tunisair, I hope you understand that: “On the other hand, we have the proof that the delay of the flight which operated from Tunis this day was caused by a passenger illness. However, we cannot give you a copy because it is an internal document.” is not a satisfying answer. EU-law states you have to prove the reason for any delay when you claim it is caused by “extraordinary circumstances” in this case the so-called “illness” of which I never, also not after repeatedly asking, received any proof. An “internal document” sounds very much as an excuse to me when you never showed me any documents of it. Saskia

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