AIR NOSTRUM filed a complaint through FACUA-Consumers in Action after the company left about 80 passengers stranded at Vigo airport.
The incident occurred on Saturday, November 4, at the Peinador airport in the Galician capital. The passengers were in the departures hall waiting to board a flight to Madrid when they were informed that their flight had been cancelled.
Their flight had already been slightly delayed, but it turned out that the airline should be offering its facilities to Sevilla FC, who were playing a league match in the town that day.
The players and coaching staff of the football club were scheduled to return to the Andalusian capital but their plane broke down, so Air Nostrum entrusted them with the use of its planes.
As announced on Monday, November 6, FACUA informed Air Nostrum to both the Galician Institute of Consumer Affairs and Competition and the Ministry of Consumer Affairs.
The organization argued that the airline’s breach of contract was “a breach of the customer’s coverage rules and therefore should be sanctioned through the customer’s authorities. “
FACUA filed a complaint with the Consumer Protection Authority of Galicia, since the events took place in this network.
However, as some of those involved reside in other autonomous communities, it has also referred the case to the Ministry of Consumer Affairs, so that it can exercise its sanctioning powers.
After the flight transferred to Sevilla FC, the only option the airline would have given the affected passengers was to return to the airport the next morning, take a bus to Madrid, or wait for a new flight on Monday.
According to the others involved, the company did not provide them with information about their rights at any time due to the cancellation of their flight.
“They just gave us a claim form to fill out, but they didn’t tell us anything else,” says one of the passengers. “At no time did they provide us with shipping to Vigo, or accommodation to spend the night,” he continues. .
This scenario occurred despite the fact that European Regulation 261/2004 includes the legal responsibility of the airline to provide “hotel accommodation” and “transportation between the airport and the place of accommodation”.
In addition to filing complaints with the authorities, FACUA has also contacted the Spanish Aviation Safety Agency (EASA).
He suggested that they investigate and that Air Nostrum fulfills its obligations, not only by paying the refund to which users of the cancelled flights are entitled, but also by reimbursing all the prices of transportation, accommodation and meals that those involved have had to pay. bear.
FACUA has pointed out that for flights of up to 1,500 kilometers, the refund that airlines will have to offer passengers is 250 euros. They also compensate for any other type of damage, whether economic or moral, that they may have suffered as a result. of this situation.
The organization also presented its report to all passengers who requested to take action to protect their rights.
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