I had a flight with an airline company with one stop. The first flight was delayed more than 3 hours because of the crew cabin of the airline company, two of them have left the airplane and the ground crew announced that the crew cabin is sick and I was at the airport from 15h55 to 21h45.
I arrived at the connection airport at 00h00 rather than 19h35 and I found that my second flight was cancelled. I was standing in a very long queue more than 3 hours without reaching the ground crew, because there were only two ground crew and there were many passengers standing in the queue. Then I was offered a flight on the next day with a ticket for dinner at 03h30 and I spent the night at the airport and not at the hotel without my medicines that were in my checked luggage.
Once arrived to my final destination, my checked luggage was not there, and they contacted me the next day to came back to the airport to get my luggage back because this airline company does not deliver in my country.
This delay made me late from my work and I missed important meeting. I asked them to be fully reimbursed and compensated for:
1- The delay of the flight more than 09 hours. 2- Cancellation of the second flight. 3- The time spent at the two airports without food and medicines. 4- The night I spent at the airport. 5- The important meeting that I missed. 6- The incident that was happened to my checked luggage.
but their answer was:
En ce qui concerne votre demande d'indemnisation, la compagnie a procédé à une analyse approfondie de votre cas, laquelle relève du champ d'application du règlement (CE) n° 261/2004 et de la jurisprudence d'application établie par la Cour de justice de l'Union européenne.
Néanmoins, dans ce cas, nous devons malheureusement vous informer qu’aucune indemnisation financière n'est due car le retard de votre vol est due à une circonstance étrangère à la compagnie. En effet il a été provoqué par une grève externe de prestataires de services au sol qui ne sont pas des employés de la compagnie.
L’emploi de ces prestataires ne faisant pas partie de la gestion normale de notre compagnie, la grève échappait donc totalement à notre contrôle, n’ayant aucune influence ni aucun rôle à jouer dans les négociations de ces prestataires et avec leur employeur.
À cet égard, l’exception des « circonstances extraordinaires », énoncées dans l’article 5.3 du règlement et dans la doctrine de la CJCE, est justifiée.
En raison de la nature de cet évènement, la compagnie n'a pas été en mesure d'éviter l'incident en question étant causé par des circonstances imprévisibles et inévitables indépendantes de notre volonté. Par conséquent, la compagnie n'a pas pu appliquer des mesures supplémentaires pour tenter de minimiser les inconvénients.
what can I do to be compensated?
Approximate English translation:
Regarding your claim for compensation, the company has conducted a thorough analysis of your case, which falls until rule CE 261/2004 and case law established by the EU Court of Justice.
Unfortunately, we must inform you that no compensation is due since the delay of your flight was due to a circumstance beyond the airline's control. It was effectively caused by an external strike by ground service providers who are not employed by the company.
As these service providers are not employed by the company, the strike was completely out of our control; we had no influence and played no role in the negotiations between these service providers and their employer.
Because of this, the exception of "extraordinary circumstances", outlined in Article 5.3 of the rule and in the case law of the EU Court of Justice, is justified.
Due to the nature of this event, the company was not able to avoid the incident, which was caused by unforeseeable, unavoidable circumstances outside of our control. As a result, the company was unable to employ additional measures in order to minimize the inconvenience.