Air Europa Bewertung | Desaster Air Europa Madrid - Cancun

Air Europa Flug von Madrid nach Cancun

hier meine beschwerde-email an air europa:

Dear Sir or Madame,

Below additional information to our complaints No. AEA 506/277797 and 98:

25th of February:
Arriving from Geneva in the afternoon at Barajas we immediately went to your desk in Terminal 1 to get additional information regarding our flight to Cancun the day after.
A very unpleasant experience as this employee of yours was quite unfriendly but gave us at least to understand that we could check-in here as off 10 o'clock in the morning. The worst though, I found out afterwards, that at this time your connection Madrid-Cancun-Madrid already had a delay of 6 hours which is impossible to overhaul with only one plane in service and your staff didn't even mention this to us.

26th of February:
We went to the airport at 12.30 pm and have been told during the check-in that we could have lunch as our flight would be delayed 5-6 hours which resulted in our case in the fact that we would not be able to leave Cancun with the public transport at around 1.00am to reach our destination. We therefore went to your desk to ask your employee (No.: 50178) if Air Europe could organize a transport due to the delay but this individual though told us that we wouldn't have any rights as this is not the responsability of Air Europe.

-At around 19.30 we where supposed to board but instead of doing so we have been told at 20.00 that there are technical problems and we would get more information within 20min.
-At around 21.00 the same, more information would be provided within 20min, apparently a mechanic is working on the plane.
-Passengers getting nervous and angry regarding poor information provided by your staff and even police has been requested to calm down the crowd. -Your staff starts distributing papers with "the rights as a passenger" (only in spanish) after 7 hours of delay, although for this kind of flight (intercontinental) those rights take effect already after 4 hours delay and the passengers should have been informed latest at the check-in, better the day before as you knew already that this flight was delayd by at least 6 hours the 25th.
-After a delay of 8 hours and no further usable update from your staff regarding the situation we have absolutely no confidence in the service of your company and decide not to cross the Atlantic on a machine with mechanical problems that couldn't be solved after several hours.
-No refreshments have been provided, no telephone nor internet connection or hotel and no assistance from your staff, those are all points that are guaranteed by european law in such cases and Air Europe ignored all of that.

27th of February:
In the morning of that day we went once more to Barajas to speak to your PR-Manager (Monica) in Terminal 2 to find a solution. She told us that we could take the flight today but there would be the same problem as yesterday, delay due to technical problems as it's still the same machine and the day after there won't be any flight. Out of question for us to take this possibility therefore she offered the refund of our tickets which meant our holidays including reservations are gone. With the passenger rights in our hands we want her to take on the costs of the additional night in the hotel and organize a flight back to Geneva but she says that we don't have the rights for that, although written black on white.

In addtion to the refund of our tickets I hereby claim the costs we had for hotel, flight, cancellation of reservations and compensation for the lost holidays as stated in the "rights as a passenger" and expect your proposition. I am extremely disappointed about the behaviour of your staff in Madrid, the forbearance of passenger rights but above all the fact that we didn't have our holidays. Meanwhile I understood that you are only operating one plane on this connection and once in delay you are unable to catch up (25.02 6hours delay, 26.02 9hours delay, 27.02 11hours delay...) Instead of informing your clients about that well in advance by mail or phone you prefer to let them wait for hours at the airport, get hundreds of complaints and destroy the image of your brand, incomprehensible from a client's view but apparently you have your reasons for that.

I hope you come up with an adequate solution within the next 2 working-days, otherwise I will have to escalate this to the Management of Air Europe and the National Enforcement Body of the European Passenger Rights.