My friend and I were supposed to fly with AirEuropa from Tel Aviv to Madrid early in the morning. Two other friends were to flight to Madrid from another country and to wait for us there. Then, taking our car in the airport we planned to drive to Bilbao where we have rented an apartment. Both our friends and we selected our flights so that time difference between our arrivals would be minimal.
Due to some unexpected circumstances, we were not able to check in online. We came to airport 2.5 hours before the flight and went to check in. The airline representative told us that the flight is overbooked, and we, being the only passengers who have not checked in online, will be transferred to another flight shortly.
We were promised another flight in the nearest hour, however after waiting for 40 minutes near the counter, we were told that the only available option is flying via Rome and arriving in Madrid at 21.00 instead of 12.00. Long story short, having no choice, we accepted this offer, meaning that we were forced to rent two rooms in an airport hotel in Madrid, for our friends and for us, as we could not drive in the foreign country at night, after an exhausting day. Total, hotel and transportation has cost us about 150Euro, not mentioning a shortened vacation and a very nervous day for us all.
Right after coming home we filed a claim on the AirEuropa site, we got a confirmation, however today, 2 weeks later, we are still waiting for their response. What should we do if we won't get an answer from them?
@Henning Makholm: 1) We will be happy enough with the standard compensation. 2) The representative told us that because all other passengers have already checked in online, there couldn't be any volunteers.
@Traveller We haven't had insurance covering delays.
Got an answer from them today:
We acknowledge receipt of your letter
We apologize for the inconvenience and disappointment this has caused you. We inform you that we have forwarded the complaint to our CUSTOMER SERVICE, who centralized and processes all applications for our passengers. The CUSTOMER SERVICE located at our headquarters in Palma de Mallorca - Spain, will now be your exclusive contact and will handle your request as soon as possible.
We also inform you that the answers will take several weeks, months, depending on all the information needed to provide you with the appropriate answers.
Is it acceptable to wait several months for resolving a simple overbooking claim?