olsson
Medlem
Jæsiken, jag ær lite stælld och hade gærna viljat høra vad mer kunnit folk æn jag tycker om svaret jag fick. Korspostning http://www.businessclass.se/lufthansa-group-miles-more/10596-lufthansa-261-2004-a-3.html#post166314
Nu har jag iaf daskat de med paragraf 10 igen! Samtidigt som jag tackade för att de bekräftade att jag var berättigad ersättning så att den punkten är slutdiskuterad om jag behöver ta ärendet till den tyska NEB'en (LBA).
"The Luftfahrt-Bundesamt acts as the German complaint and enforcement body according to Regulation (EC) No 261/2004, but only within the scope of administrative supervision according to trade law. That means in order to enforce and comply with the regulations, the Luftfahrt -Bundesamt investigates the issue and has the possibility of imposing administrative fines against air carriers according to the law of administrative offences. The aim is to prevent infringements in the future.
For your civil claims according to the Regulation (EC) No 261/2004 we must inform you that we are not in a position to enforce your possible claims legally. You can only assert your claims according to the procedures provided for in the respective applicable law."
General complaint handling procedure
1. Acknowledgement of receipt within 2 weeks and first analysis/filtering.
2. Assessment whether similar complaints were received on that particular case.
3. Case submission to the airline requiring reply within 6 weeks from the date of receipt. If no reply is
received from the airline, send a reminder to the airline adding an additional delay of 2 weeks (NEB to
update the passenger).
4.1. In case of an airline reply: assessment on the basis of evidence received by all parties, followed by
independent ruling communicated to complainant and airline.
4.2. In case of no reply: assessment and action on the basis of the passenger complaint.
5. Internal NEB examination of possible repetitive incidents with particular airline.
6. In cases of extraordinary circumstances:
6.1. If information provided by airlines is of a coherent and detailed character, NEB are left with a
margin of flexibility and can apply a system of random checks, respecting the principle of
proportionality.
6.2. If information is only provided in a generalised manner not allowing NEB to draw sound
judgements, each incident has to be followed up on individual case-by-case assessment requesting
for example, as matter of proof, logbooks, incident reports, maintenance manuals etc.
7. Registration in local database.
8. Complaint handling procedure to take a maximum of:
· 3 - 4 months for clear cases;
· 6 months for complex cases;
· longer than 6 months for cases that are involving legal proceedings.
Tidigt i morse upptäckte ett antal passagerare, som skulle med sena anslutningsflyg, att maxgränsen på 1000 kronor för ett hotellrum inte räckte någonstans alls, delvis på grund av Obamas Sverigebesök.Många stannade därför kvar på flygplatsen, eller försökte hålla sig vakna ytterligare några timmar.
– Det är taket, vi följer regelverket enligt EU.