I am a frequent flyer, I have flown with different airlines in Europe, America and Asia and the truth is I have never had any issue, no lost baggage, no cancelled flights etc...One important thing to know is passenger rights and what can you demand and expect when something goes wrong.
We were so exited when we won two return tickets with Air Arabia to Casablanca in a contest, we booked the flights for last April. We did it in advance, right after we won the tickets in late 2013, as always before going to the airport, we tried to check in online but somehow it seemed flights going from Spain could not check in through their website.
We went to the airport with all our stuff, a 4*Hotel and a transfer was waiting for us in Casablanca our surprise was when we arrive in the airport and in the flight pannel we couldn't find our flight. We went to the airline counter and they told us that our flight did not exist, that no flight was going to Casablanca that day.
We had our tickets booked and the confirmation and no one informed us about the flight being cancelled on the first place, in the airport they informed us that the flight was cancelled a month ago which was even worst.
We ended up in the airport with no flight, no alternative of travel, no compensation, no answer yet on our claim done 2 months ago. It is outrageous that a company does not take responsability for their mistakes and not even answer their clients. I ask you to please share my story so no one else has to go through this situation and ruin their holidays.
I called the company, I contacted them on twitter and facebook, they have no email available and they refused to give it to me either. The only official answer I received from the company is the below, and I have never received anything else from them. I started contacting them on 19th April and 3 months later this is all I got...
I am still waiting with little to no hope at all, what it is for certain is that a company that treats this way their customers has lost my confidence even before flying with them.
I have done some research and I wanted to share with you the air passenger rights on flight cancellations. Airlines have to inform of flight cancellations and this are air passengers rights:
- Reimbursement of the cost of the ticket or a travel alternative
- Rrefreshments, meals, hotel accommodation etc...
- Place of accommodation, two free telephone calls, telex or fax messages, or e-mails);
- Compensation :
- EUR 250 for all flights of 1500 kilometers or less
- EUR 400 for all intra-Community flights of more than 1500 kilometers, and for all other flights between 1500 and 3500 kilometers.
- EUR 600 for all other flights.
This Regulation is applicable to all worldwide airlines when departure takes place within the EU and, in the case of flights from outside the EU to a destination within the EU, only to airlines licensed in a Member State of the EU.