Nov 2017 Hotel Sales- 雅高，洲際

隨著北半球踏入秋冬，酒店亦陸續推出大減價- 5折起。如果希望避開旺季的人群，不妨把握這些優惠。

• 雅高集團- Ibis, Mercure, Novotel及 Sofitel等品牌

https://loyaltylobby.com/2017/11/13/le-club-accorhotels-up-to-50-off-worldwide-private-sale-for-stays-up-to-late-2018-book-by-november-23/

地域: 全球
訂房日期: 2017年11月23日前
入住日期: 2017年12月至2018年4月(視乎國家)

• 洲際集團- Intercontinental, Holiday Inn, Crowne Plaza等品牌

https://loyaltylobby.com/2017/11/13/update-ihg-rewards-club-europe-50-off-winter-offer-for-weekend-stays-through-march-4-2018-book-by-november-30/

地域: 歐洲
訂房日期: 2017年11月30日前
入住日期: 2017年11月5日至2018年3月4日

EC261/2004 Alternative Dispute Resolution timeframe 如何督促調解機構及時處理EC261申索?

一直等待奧地利航空雇用的調解機構söp就1項 援引EC261/2004提出的航班取消賠償申索作出回覆。不知不覺，此個案已經拖延逾半年。

同時，由英國民用航空管理局(Civil Aviation Authority)得知，söp原來需要在收到個案的90天內，完成調解程序。

如果大家面對同樣情況，不妨提醒調解機構需要按時(90天內)處理申索。如有需要，可以向英國民用航空管理局(Civil Aviation Authority)反映情況，從而督促調解機構及時處理申索。

參考資料/References:

與是次投訴有關的歐洲法庭判例:

CJEU clarifies burden of proof for timely information on flight cancellation

EC261/2004 flight cancellation 索償 (賠) 實例 之如何伏林 (Vueling)? €250 現金賠償

Source: http://www.opodo.co.uk/blog/vueling-baggage-policy/

曾乘搭歐洲廉航的朋友，是否有與Vueling交手的經驗?  班中同學早2天向我提起與Vueling就航班取消的賠償經歷半年仍然懸而未決；因久仰Vueling大名，就替同學草擬回覆，希望與Vueling速戰速決。令人意外的是，Vueling竟然1個工作天後就火速回覆，承諾作出賠償。

希望藉這個個案剖析如何應對航空公司的解釋, 尤其是不可抗力因素(Extraordinary circumstances)

• 從Vueling首個回覆可見，Vueling籠統表示航班取消不能避免，故此航空公司不會作出賠償, 暗示航班取消因不可抗力因素(Extraordinary circumstances)而起。

面對這種回覆，旅客可要求航空公司具體說明不可抗力因素，如: 罷工、天氣。接著，航空公司有責任提出真憑實據(evidence)。

"Can you please state the cause of the cancellation?  Can you please produce the relevant evidence if you have reasonable grounds that it was caused by extraordinary circumstances provided under EC261/2004?"

根據同學憶述，在航班原定起飛時間後10分鐘即有一班Ryanair航班起飛，同樣由布魯塞爾國際機場(BRU)直飛巴塞隆那機場(BCN)。不可抗力因素是否成立就不言而喻。

提要: 
航線:布魯塞爾國際機場(BRU)直飛巴塞隆那機場(BCN)
飛行日期: 2016年8-9月
狀況: 航班取消
結局:Vueling以空前(絕後?)的速度回覆，並無提出證據，但就承諾賠償。


電郵來往全文: 

Dear Client.

Thank you for contacting Vueling.

We would first of all like to offer our apologies for the inconveniences caused.

Our Passenger Compensation and Service Plan for delays of more than 3 hours or cancellations includes the following possibilities:
...

Lastly, in line with Regulation(EC) No 261/2004 of the European Parliament and of the Council of 11 February 2004, you are entitled to financial compensation. In order to process it, you will receive an e-mail containing a link shortly on which you need to click and then fill out the requested bank details. It is important that you do this within 72 hours of receiving the link, as it will otherwise expire after this time for security reasons.

We remain at your disposal for any other doubts, suggestions or requests you may have. Our apologies again for the inconveniences caused.

Best regards,

Customer Service Department
Vueling Airlines, S.A.


Dear Customer service, 

Can you please state the cause of the cancellation?  Can you please produce the relevant evidence if you have reasonable grounds that it was caused by extraordinary circumstances provided under EC261/2004?

If not, I expect immediate payment of the compensation due under EC261/2004. I am always ready to supply my IBAN details for this purpose. 

I am aware that other flights took off at BRU the same time. For example, a Ryanair flight (BRU-BCN) took off 10 mins after your scheduled flight on that day.  

Your cooperation is very much appreciated. I sincerely hope that our dispute can be satisfactorily and promptly resolved through liaison with your customer service staff, rather than resorting to seeking intervention from enforcement bodies. 

If I don't receive a satisfactory substantive reply from you within 14 days, I will consider making a complaint to the respective enforcement bodies. 

Thank you for your attention. 

Kind regards,

xx

On xx September 2016 at 13:41, <clientsvy@vueling.com> wrote:

Dear customer,

We are writing you in response to your previously sent email.

With regard to the flight delay, we regret not having been able to avoid such situation, but assure you that all efforts were put into meeting the original flight schedule.

Sometimes, airlines are forced to delay flights against our will due to circumstances on which we have no control. In these events, it is our policy to provide or help find the most favorable solution as long as the means and alternatives are available. Moreover, we do our best to maintain passengers informed about the efforts being taken to minimize the impact of such incident.

Relating to you compensation request, we inform you that after reviewing your case, the compensation established by EU regulation 261/2004 does not apply to your case.

In light of the aforementioned and having complied with EU regulations, we regret informing you that your compensation request can unfortunately not be honored.

We remain at your disposal for any other enquiries you may have.

The reference number is:  [SR_Number: 1-xxxxxxxx]

Please use this reference for future questions about this case, or just reply to this email.

Your sincerely,

Customer Services Department,

VUELING AIRLINES, S.A.

Montreal Convention- dispute resolution in HK 行李/航班延誤糾紛

https://uk.pinterest.com/pin/344947652692519026/

之前曾經簡單介紹<<蒙特利爾協定>>對旅客的保障。如果你在抵達目的地時發現行李延誤，行李損毀以至遺失，你都可以援引<<蒙特利爾協定>>向航空公司索償。舉證責任落在航空公司上。

旅客還要面對一個相當實際的問題。如果與航空就賠償未能達成協議，怎麼辦？哪個政府部門或者法定機構會提供調解？

我最近就此向香港民航處，運輸及房屋局及消費者委員會查詢。

消委會表示他們會調解旅客和航空公司的糾紛。不過，調解屬自願性質。如果調解不成功，旅客就需要訴諸法庭。當然,，小額錢債法庭應較適合一般旅客。

參照消委會網頁，有關蒙特利爾協定的保障的資料似乎相當有限。由於蒙特利爾協定的條文有別於EC261/2004，並不十分具體。另外，雖然<<蒙特利爾協定>>是國際條約，但各司法管轄區會自行解釋條文。不同司法管轄區的判決或有出入。因此，期待消委會可以發表有關的消費者教育資訊。

圖: https://uk.pinterest.com/pin/344947652692519026/