Epilog:
Noch auf dem Rückweg den Claim für SAS fertig gemacht, dann dort als Erstattungswunsch den Voucher gewählt (da SK hier den doppelten Wert als Voucher vorsieht). In der automatischen Bestätigung kam dann die Meldung, sie bräuchten 4-6 Wochen. Nach einer Woche trudelte dann folgende Mail ein:
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Customer Claims <
customercare@sas.se> hat am 19.03.2024 11:41 CET geschrieben:
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Dear Chrini1
Thank you for getting in touch with us.
Firstly, on behalf of SAS, I would like to extend my sincerest apologies for the inconvenience that this flight disruption caused.
Unfortunately, I cannot meet your request for flat rate compensation on this occasion. The flight SK646 was diverted back to Hamburg (HAM) due to weather conditions in Copenhagen (CPH), which are deemed to be outside the control of the airline as per EU Regulation 261/2004. Flight safety is our highest priority, which sometimes requires us to make difficult decisions that affect the punctuality of our flight schedule. Due to delay of flight SK646, we are sorry to say that you missed your connecting flight SK909.
If you had extra costs, such as meals, beverages, hotel accommodation and/or transportation costs to and from the hotel please fill out this form and include all relevant expenses and documentation: Delayed or canceled flight claim | SAS (flysas.com)
Thank you for your understanding. I hope we have the pleasure of welcoming you onboard again soon, and then under more favorable circumstances. |
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Kind Regards,
Z.A.
SAS Customer Service
SK bedient sich hier inzwischen Accenture in Hyderabad, wie eine kurze Recherche meinerseits ergab. Als flug geantwortet um meinen Ernst zu zeigen:
Dear SAS,
I need to inform you that your reply is unsatisfactory. Your company has violated our rights in serious ways and you have actually not acted according to the regulation.
The flight was not diverted back to weather, as most other flights were able to land during that period of time. However the used aircraft had a defective ILS system, which forced the pilot to navigate using VOR navigation. However technical faults in aircrafts are not beyond your control. Usage of a wetlease partner does not imply that SK is not responsible for this fault.
Secondly, you have not done everything possible to get us to our destination without delay. You actually locked us into a bus at HAM airport after the diversion for almost 40 minutes - here according to EU-regulations the flight was considered as cancelled and you could have rebooked us e.g. on a connection via LIS on TP, which you didnt - and which would have minimized our delay to less than 3 hours. I actually called your call center and the agent told me she was not allowed to do so.
You also could have limited the impact by diverting to MMX and then allowing everyone to take the train to CPH. MMX was filed in your flightplan as the alternate.
I am just letting you know, that we have video recording of the announcements, the statements on the ILS and flight data.
If you dont meet the claim, I am not going to hesitate to sue your company in the district court of Hamburg.
Let us know your decision by Friday this week. The law suit will be filled directly thereafter if needed.
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Heute kam dann die ganz anders lautetende Email vom gleichen Agent:
Dear Mr. Chrini1
Thank you for reply. On behalf of SAS, I would like to extend my sincerest apologies for the inconvenience this flight disruption caused.
To delay or, in the worst case, cancel a flight is our last alternative. However, it is sometimes, unfortunately, the only option. I can confirm that, in accordance with EU Regulation 261/2004, you are entitled to receive a flat-rate compensation in the amount of 600 EUR per passenger. Since you have chosen to receive your compensation in SAS voucher, you will receive 600 EUR x 2 per passenger.
This amount is determined by the distance (in kilometers) between the departure and destination of your itinerary. As the distance in this case was 6154 km, the corresponding compensation amount is 600 EUR.
A SAS Voucher with the amount of 2400 EUR has been sent to your email. The voucher is valid until 20 March 2025, one year after the date of issue.
Some information about the SAS Voucher:
- It will be sent to you in a separate email with instructions on how to activate and use it.
- You will be able to activate it 48 hours after you have received it.
- The SAS Voucher can be used as a form of payment when booking a SAS flight on the SAS website or by calling SAS Customer Service.
- It functions similarly to a gift card, i.e. you do not need to use the full amount at once.
- It is not personal; anyone with the voucher information may use it (i.e., friends or family).
You should receive this additional email shortly, or at most within 2 business days. Please double-check your spam filter to ensure this email does not get lost.
Thank you again for contacting us. I hope we have the pleasure of welcoming you onboard again soon.
Hartnäckigkeit zahlt sich also aus. Der Voucher ist schon im Posteingang.
