Sunday, February 17, 2013


Background info ... Oscar Chica Lucena appears to be a freelance Vueling consultant whose role is to answer awkward posts on Vueling's facebook pages in the guise of an independent third party. Here's my reply to Oscar!
Oscar... that's sweet of you to defend Vueling and their fantastic social media team. I am something of a fantastic social media team myself so I always appreciate fantastic work in others.

However if you look at all my posts on, you will see that their only reply - sometimes repeated three times in one post, was "Hello Mad, please send us your claim through, and our team will answer you as soon as possible. Regards". Also, in response to my emails, they have replied (three times) with a form letter which you can see at the bottom of my blog: It doesn't matter what I write to them, that's the answer I get.

Passengers are not obliged to know a thing about about "aeronautics culture" or "EUROCONTROL" in order to pursue their legal rights to compensation which is very clearly outlined in Have you read this? Extraordinary circumstances are situations "beyond the control of the airline", for example, "security risk, political instability or severe weather that makes flying dangerous". I'm sure it's "very hard" finding a specific slot between two airports, but as that is what airlines are supposed to do, I don't see this as "extraordinatry cicumstances". And, as nearly all the flights were running from Orly during the time period I was there (13.00 - 19.30), then we can certainly rule out "severe weather". I could see the weather out of the window and it was mainly drizzle plus the odd snowflake (and I do mean one or two!).

What I CAN tell from my brief foray into "aeronautics culture" is that it is verging on airline policy to ignore complaints from passengers who have been denied boarding in the hope that a wall of silence or repeated stock responses will cause them to give up. Airlines are clearly banking (and I don't mean this in the aeronautical sense) on the fact that not many people will continue to pursue their rights faced with this kind of response. This is what "aeronautics culture" actually amounts to.

However the law on compensation for cancelled flights is extremely clear - and is also referenced in section 7.2.1. of Vueling's own Conditions of Carriage The form letter that I have been sent repeatedly ignores 7.2.1. entirely, and quotes 7.2.3 of the Conditions of Carriage which refers to reimbursement and delays (a wholly different situation and not one relevant to me).

Saturday, February 16, 2013



The good ol' days... 

But all good things come to an end, Alex Cruz ...
Below is the kind of message I send you, which you DON"T read!

This is how you like to respond!!!
Or sometimes like this!! Three times in a row.

Below: attempt #3 to get Vueling to read the EU Denied Boarding Regulations - or maybe just their own facebook page..
You love this response! You've sent it six times already!

Thursday, February 14, 2013

On Sunday, February 10, I was booked on to Vueling flight VY8017 which was supposed to depart from Orly to Barcelona at 15.20 but was cancelled. I opted to take the re-routing option departing on flight VY8021 at 19.30.

Under EU Denied Boarding Regulation 261/2004, it is absolutely crystal clear that I am entitled to €250 compensation along with all my fellow passengers on cancelled VY8017. The re-routed flight left four hours, ten minutes after the one I was supposed to be on. However under the European Regulations, it states:

The (compensation) amounts stipulated are:-
  • 250 Euro (£217) for flights under 1500 kilometres (932 miles) (Short haul)
 However Vueling have replied to me three times saying I am not entitled to compensation EVEN THOUGH I provided them with a direct link to the European Regulations so they could read the legislation for themselves.

I was a very enthustiastic fan of Vueling until Sunday - and a member of the MyVueling/Punto loyalty scheme. I am VERY disappointed that Vueling think they can fob me off with emails and ignore their legal obligations.

If anyone else has similar Vueling stories, please let me know. I'm starting my campaign for justice right now!!!!