A Lesson in Loyalty and Resilience: My Battle with Airline Indifference

Last July, on a scorching day in my home city, I was set to fly from Berlin to a European capital with my preferred airline. As a top-tier Elite traveler, I expected a smooth journey. But as I waited at the gate, the agents announced a delay. I wasn't worried since I had no connections, but other passengers were nervous.

After nearly two hours, we were told to check all hand luggage, even for Elite travelers. Many questioned this, so the gate agent called the pilot. The pilot explained that the aircraft’s APU was down, and the GPU needed was busy with another plane. To speed up boarding in the heat, he asked us to check our bags. We complied, but boarding still dragged on, nearing a three-hour delay.

Finally seated, the pilot announced, “Ladies and gentlemen, we can’t depart right away because one passenger didn’t board, and we have to find their checked baggage. I apologize for the inconvenience.” Three minutes later, he added, “The handling agent can’t find the baggage now as they’re busy with another aircraft. I’ve escalated the situation to our COO. Apologies for any inconveniences.” After another 15-20 minutes, we finally departed, arriving almost four hours late. Many missed their connections.

(Read also my Blog Post?"The Hidden Value of Loyalty in Airline Disruptions")

My return flight was better, but I contacted the airline about the delay, identifying myself as a top-tier loyal customer. On September 6th, they replied, blaming a baggage system failure at Berlin airport and denying my claim. They insisted the delay was out of their control.

?We’re sorry it was necessary to delay your flight?from Berlin?on 10?July?and understand why you needed to get in contact about this.?We take all reasonable measures to avoid delaying a flight and we’ll always consider if there are any alternative solutions available before we make a decision.?We'd also like to thank you for your patience while we got back to you about this. Your claim has been denied because the delay of AB0983 on 10 July?was caused by a baggage system failure at Berlin airport. There was a problem with the system used for baggage.?This service is provided by a third party and I’m afraid this meant we had no option but to delay your flight. We take all reasonable measures to avoid disruption to a flight and we always consider if there are any other alternative solutions before we make a decision.?The delay was out of our control and caused unforeseen disruption to our schedule. Thanks again for following this up with us.?I hope we have the chance to welcome you on board again soon. Best regards“

I replied, pointing out it was the pilot’s decision, not a baggage system failure. On September 7th, they responded again, now claiming the flight was canceled due to the baggage system, denying compensation under EU regulations. ?We’re sorry you’re unhappy with the outcome of your claim and we understand why you needed to get back in contact with us about this. I’ve had another look at your claim for compensation and I’ve taken time to make sure our response is accurate and up-to-date.?Based on this, our decision hasn’t changed and the response you’ve received about the eligibility of your compensation claim are correct. As your flight was cancelled due to baggage system failure at Berlin airport, it means you’re not eligible for compensation. Article 5.3 of the EU Regulation 261/2004 and The Air Passenger Rights Regulations states a carrier is not obliged to pay compensation if it can prove the delay or cancellation is caused by extraordinary circumstances, that couldn’t have been avoided even if all reasonable measures had been taken.?In Recital 14 and 15 of EU Regulation 261/2004, extraordinary circumstances include weather, strike and the impact of an air traffic management decision which gives rise to a long delay.?This means you’re not entitled to compensation under the EU Regulation for your delayed flight. If you would like to know more about compensation, please visit our pages on abc.com Thanks again for contacting us. Best regards“

A week later, I got another denial, with the same excuses and a suggestion to seek independent adjudication.

“We’re sorry you remain unhappy with the outcome of your claim and we understand why you needed to get back in contact with us about this. I’ve had another look at your claim for compensation and I’ve taken time to make sure our response is accurate and up-to-date.?Based on this, our decision hasn’t changed and the response you’ve received about the eligibility of your compensation claim are correct.?This means you won't receive any further responses from us about this claim. As your flight was delayed due to baggage system failure at Berlin airport, it means you’re not eligible for compensation. You can refer your complaint to the Centre for Dispute Resolution for an independent decision to be made.?CDR is an independent dispute resolution provider, certified by the International Aviation Authority, to adjudicate disputes between airlines and their passengers which haven’t been resolved through the airline’s own complaints procedure. You can find out how to refer your complaint to CDR by visiting their website: CDR.com Please note that the scope of the adjudication scheme is limited and it could be that your complaint falls outside of it.?If you choose to contact CEDR, they’ll be able to advise you if they’re able to deal with your complaint. If your claim falls within the scope of the CDR Scheme Rules and your application to CDR is accepted, any previous offer of settlement made by AB Airways will be withdrawn.?If the application is taken to adjudication, the adjudicator's decision will be final. Thanks again for contacting us. Best regards”

Frustrated, I turned to Airhelp on September 26th. AirHelp is a company that specializes in helping air travelers claim compensation for flight disruptions under EU Regulation 261/2004, also known as EU261. This regulation entitles passengers to compensation for certain types of flight delays, cancellations, or denied boarding due to overbooking.

After months of legal exchanges, I was informed from AirHelp on May 17th, 2024, that my preferred airline agreed to pay the EU261 compensation.

This whole experience highlights the ignorance of airlines and their treatment of loyal customers. I lost a loyalty tier, and my enthusiasm for flying with my formerly preferred airline has significantly diminished.

Do you have similar experiences with airlines?

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