Why airline customer service often doesn’t help: What to do if the airline doesn’t pay?

Travel opens up new horizons for us, lets us discover foreign cultures and creates unforgettable memories. But unfortunately, the flying experience can occasionally be overshadowed by unexpected turbulence – be it delays, cancelations, or lost baggage. At such times, we rely on airline customer service to help us navigate these obstacles. But all too often, it seems that airlines are more adept at the art of excuses and avoiding responsibility than they are at smooth customer service. Sadly, many airlines are unable to provide their guests with the service they deserve.

In this blog article, we take a critical look at the most common reasons why airline customer service so often lets you down. From obfuscated delay reasons to misdirected information, we’ll uncover the tricks some airlines use to shirk their responsibilities. But that’s not all, because we’ll also present solutions on how you can take action yourself when airlines go into hiding when it comes to compensation, refunds and assistance.

Let’s dive into the world of flight issues and learn how to hold airlines accountable with determination and knowledge.

The biggest airline excuses for flight problems

However, traveling is not all about glitz and glamour. There are things that can turn your first trip into a disaster. In the coming sections, you’ll learn why delays are often kept a secret, how customer service likes to make itself invisible at times, and why it’s seemingly easier to grab a cheap voucher instead of legal compensation.

1. Reasons for delays are concealed – reasons for delays are concealed

Airlines often hide the real reasons behind flight delays, which can lead to frustration among passengers. Instead of transparently communicating the exact causes, they may use vague explanations such as “operational reasons” or “technical problems” to hide the exact issues. This approach can lead to frustration for passengers, as they do not know exactly why a delay is occurring. Often, this serves to minimize the airline’s responsibility or to avoid possible compensation.

2. Customer service is often not available

“Customer service is unavailable” is a common excuse used by airlines for flight issues where customer service appears to be unavailable or difficult to reach. This practice can frustrate and alienate passenger:s by not providing adequate support in times of need. Often, this is used as a tactical measure to buy time and avoid contact while airlines are dealing with flight cancelations, delays or other issues. This can undermine passenger:ing confidence in the airline’s ability to handle problems and create the impression that customer concerns are not being adequately addressed.

3. Misleading information and false statements

“Misdirected information” or “False information” are regrettably common practices of airlines in case of flight problems. In such cases, airlines intentionally or unintentionally give passengers:inaccurate information about the status of their flight, the reasons for delays or cancelations, and possible solutions. This excuse is used to create the impression that the problems are beyond the airline’s control or that the situation is less serious than it actually is. By misleading passengers, airlines are attempting to avoid their financial obligations under passenger rights laws. Airlines may also do this to minimize inconvenience or avoid negative reactions.

4. Cheap voucher instead of legal compensation

A common excuse used by airlines in case of flight problems is to offer cheap vouchers to customers instead of the legally required compensation. This practice can be seen as an attempt to save costs and avoid responsibility. Instead of providing affected passengers with the financial compensation they are entitled to under air passenger rights, some airlines offer vouchers or travel credits. These vouchers are often worth significantly less than the actual compensation, and passengers may be pressured into accepting them without understanding their full rights. This allows airlines to both escape financial obligations and maintain an image of customer-friendly service, while potentially disadvantaging the affected passengers.

5. Complicated bureaucracy – many bureaucratic hurdles

“Complicated bureaucracy” is a strategy of airlines in case of flight problems, where they point out allegedly extensive bureaucratic hurdles in order not to have to pay compensation to the passengers. This practice aims to conceal the airline’s responsibility and prevent passengers from asserting their legal rights.

By claiming that the processes are complex and lengthy, airlines hope that passengers will be discouraged and forgo their compensation. This can leave affected travelers frustrated and feeling discouraged from asserting their rights. In some cases, the airline may intentionally rely on opaque processing to make it more difficult for passengers to claim compensation, even though these rights are enshrined in law.

Common problems of passengers and how to solve them

Flight delay – delayed flights/arrival at destination airport

A flight delay is extremely annoying. Imagine being excited for your first trip, having a sleepless night, and then finding out that your flight has been delayed. In such cases, it is important to know your rights as a passenger:in. According to EU Regulation 261/2004, air travelers must be compensated for delayed flights.

Fortunately, with Flightright, you can fight back against airlines that deny you unjustified compensation attempts. We enable passengers to assert their claim for compensation quickly, easily and free of charge.

Flight cancelations – Cancelation by the airline company

Another painful experience that air travelers have to go through is flight cancelations. This is an extremely rare occurrence, but when it happens, it can completely disrupt the passenger:s travel plans. In such cases, air travelers need to know that they have rights. EU Regulation 261/2004 states that passengers:in case of flight cancelation should receive compensation. However, it is extremely difficult to make a claim for compensation against an airline.

Flightright offers travelers the opportunity to quickly and easily file their claim for compensation due to flight delay or cancelation. Thanks to our free compensation calculator, filing your claim is safe, straightforward and stress-free!

Baggage loss

Baggage loss is a common problem for air travelers. It is unfortunate how often travelers lose their valuables at airports. Many travelers share videos online showing their damaged and empty luggage. To avoid such losses, we recommend packing valuable items in your carry-on luggage. Additionally, you can pay an extra rating fee to serve as a safety net in case your belongings get lost. Stay protected and keep your valuables safe with you.

Uncomfortable seats

Tight and cramped seats are always a challenge for passengers:inside. Uncomfortable seats can cause stress and even pain during the flight. The problem is that most seats are narrow and cramped, unless you are flying business class. But what can you do about it? One trick is to choose a seat near the exit. These would have more legroom and elbow room. Another is to buy a seat reservation if it is offered to your airline. This will give you more space and legroom on the plane. So choose the best seat for your comfort!

Hidden fees

Have you ever tried to book online? While you book your ticket online, there are many hidden fees. Every time you click the “Continue” button, the cost of the ticket increases. While booking airline tickets online, some airlines select unnecessary and hidden extra services for you. Always read and check the procedure and exact details when buying airline tickets online to avoid unwanted charges. Some airlines charge for carry-on baggage stowage or even for printing a ticket.

Strike at the airport or airline

Strikes in flight operations can cause considerable inconvenience to air travelers. When a strike results in a last-minute cancelation or significant flight delay, airlines are obligated to provide travelers with alternate transportation as soon as possible. In addition, air travelers who experience extended wait times at the airport are entitled to meals, including beverages, meals, telephone calls and hotel accommodations, if necessary. If the flight is delayed by more than five hours or canceled completely, air travelers can receive a full refund of the ticket price.

In the event of strikes by airline staff, passengers may be entitled to compensation of up to 600 euros. The judgment of the European Court of Justice of 17.04.2018 (Ref. C-175/17) states that a sudden strike by airline staff:ers is not an extraordinary circumstance and the airline must therefore pay compensation of up to 600 euros. Even if airport employees or air traffic controllers go on strike, airlines are not automatically exempt from paying compensation. According to our experts, passengers may be entitled to compensation if the airlines have not taken all reasonable measures to minimize the impact of the strike.

Compensation amount according to the UK261 legislation depending on the flight route:

• Short distance flight delays – up to 1500km – Passengers are due €250 compensation
• Medium distance flight delays – between 1500km and 3500km – Passengers are due €400 compensation
• Long distance flight delays – over 3500km – Passengers are due €600 compensation

According to the EU Passenger Rights Regulation, the amount of compensation is calculated according to the flight route:

Problems flying and the airline does not help?

Most air travelers (84%) are not familiar with their passenger rights or do not use them for fear of lengthy discussions with airlines. What’s worse, sometimes airlines are not willing to refund their customers the full amount for a ticket or flight, even though they have this right. If you get into such a situation and your airline refuses to pay you for your flight, you should never give up.

Airlines are required by EU Regulation 261/2004 to protect the rights of air passengers. As a passenger:in, you can claim financial compensation from €250 to €600 or other amenities if your flight is canceled or delayed and the airline is responsible. With Flightright you have the possibility to check your flight delay or cancelation for free and to claim your right to compensation quickly and easily.

What air passenger rights are you entitled to?

• Possible compensation for flight delays of 3 hours or more according to the EU Passenger Rights Regulation.
• If the airline notified you of a flight cancelation less than 14 days in advance, you may be entitled to compensation.
• Entitled to compensation from €250 to €600, depending on the route.
• There is also a right to compensation for missed connecting flights.
• If you wait longer than 2 hours at the airport, the airline must provide you with snacks and drinks.
• If your connecting flight is delayed until the next day, the airline must provide overnight accommodations.

What rights do air travelers with disabilities have?

Regulation (EC) No. 1107/2006 guarantees equal opportunities for air travel for people with disabilities or reduced mobility. Airlines and airports must provide free assistance and support services to ensure that people with reduced mobility can also travel easily.

These assistance services include escort, care and the transport of wheelchairs and guide dogs. As a rule, physically impaired air travelers should register with the airline at least 48 hours before departure to take advantage of the assistance service.

Who helps if the airline does not pay?

Many air travelers ask themselves the questions; what to do if the airline does not help? What to do if the airline does not pay? Don’t panic – Flightright is at your side. Flightright is the leading consumer portal for the enforcement of air passenger rights. We stand up for your rights in case of flight delays, cancelations, flight rebookings or denied boarding, based on the European Union’s Air Passenger Rights Regulation 261/2004. If necessary also in court. Our experts for air passenger rights also support you in ticket reimbursements and the reimbursement of canceled package tours.

Flightright has a 99% success rate and offers a free compensation calculator that allows you to check your claim for compensation. The process is simple, fast and convenient, and there is no risk to you. Should it be necessary, we will forward your money to you immediately. Flightright works on a commission of only 20-30% (plus VAT) and there are no hidden costs. You only have to pay if Flightright successfully closes the case for you. If no compensation is obtained, you will not incur any fees. This means that you only have to pay a fee if the case is successful.

Check now if you are entitled to compensation! Don’t miss the chance to claim your rights and get what you deserve! Flight delay compensation / Flight cancelation compensation.

Why Flightright? David against Goliath! Give people access to justice!

• Simple, fast and uncomplicated
• No cost risk
• No hidden costs
• Small time investment. Only 2 minutes of your time
• High chance of success. With 99% success rate in court
• More than 12 years of experience on the market
• Experienced legal experts
• Over 9,200,000 satisfied customers
• Over 430,000,000 euros in compensation payments
• Additional databases and legal evidence
• Only 20 to 30 % commission (plus VAT)
• No compensation, no fee (you pay only if we win).

Conclusion

Flying can be very stressful, and sometimes the airline doesn’t help you even when they should. It is important that travelers know their rights in advance and how to get compensation if needed.

It is clear that airline customer service often fails to provide the desired support when problems arise. The excuses put forward, ranging from concealed reasons for delays to complicated bureaucracy, give the impression that airlines are not sufficiently fulfilling their responsibility to air travelers. The difficulties in accessing customer service and the dissemination of erroneous information further exacerbate the frustration of passengers.

Air travelers face a variety of problems, be it baggage theft, delayed flights, cancelations, flight rebookings, uncomfortable seats or hidden fees. But instead of responding appropriately and helping their customers, some airlines often opt for low-cost solutions such as vouchers instead of providing the compensation required by law.

Nevertheless, passengers have rights that are protected by EU Regulation 261/2004. These regulations provide clear instructions on when and what compensation and assistance passengers are entitled to when flight problems occur.

If airlines do not fulfill their obligations and refuse compensation, Flightright can serve as an important contact. Flightright’s free compensation calculator helps affected passengers to assert their rights and claim the compensation to which they are entitled.

Overall, it is important to be aware that air travelers have legitimate claims and should not hesitate to claim them.