If at first you don’t succeed, try. And try again, just like Gail Morin.
Here’s what happened when Morin’s 9:15 a.m. flight from Paris to San Francisco was delayed several times because of mechanical problems — first, a glitch with a generator, then a misbehaving heating and cooling system. All told, Morin was delayed four hours.
“We spent an hour at the gate and three hours inside the plane at the gate,” she recalls. “United canceled the flight, then reinstated for the same day, then canceled again until the next day.”
Now, had this flight been domestic, United would have owed her nothing. But since the flight originated in Europe, it was governed by EU 261, the European airline consumer protection rule. Morin knew this, but United didn’t want to pay up.
In the end, they reached a compromise of sorts, thanks to Morin’s negotiating prowess and tenacity. There’s a lesson here for all of us who might be up against an intransigent airline. Persistence often pays a handsome dividend.
After canceling her first flight, United’s problems continued.
“They gave us hotel and meal vouchers, but the first hotel they gave us ran out of rooms,” she remembers. “We arrived at the second hotel at our own expense at around 6:30 p.m. The next day, it was the exact same aircraft. We arrived 15 minutes early at SFO, but had to wait on to one-and-a-half hours to deplane because the gate was occupied.”
So, all told, not the best flight experience. Now, under EU 261, United should have compensated her $1,334 for the delay. Instead, after noting her displeasure post-flight, United offered her 10,000 miles or $200 in travel vouchers. Airlines often do this with potential EU 261 claims because if they can get customers to take the offer, they’re off the hook for the full amount.
Morin wouldn’t let United get away with it.
“I wrote a succinct and polite letter explaining what happened and sent it via United’s online feedback service,” she says.
I’m sort of happy to report that United bumped up her compensation to 25,000 miles or $800 in travel vouchers. She didn’t even have to go through our United Airlines executive contacts.
“I chose the $800 each,” she says.
I say “sort of” because while Morin indicated she’s happy, United owed her cold, hard cash. Instead, it sent her funny money that expires in a year.
Her case underscores the importance of knowing the applicable laws (either EU 261 or federal regulations, if you’re in the States) and not taking “no” for an answer. I’m confident that my advocacy team could have extracted the $1,334 from United, but Morin asked us to stand down, so we will.
But the thing I really like about this one is that Morin wouldn’t just take “no” for an answer, and that’s a valuable takeaway for anyone in a similar situation. Seriously, don’t take “no” for an answer. You never know what an airline — or any other company — might do for you.