Een tijdje geleden (https://bit.ly/2VAHval) schreef ik hoe ik probeerde 600 euro te claimen bij China Southern wegens de opgelopen vertraging waardoor ik meer dan 9 uur later dan gepland aankwam in Jakarta. Destijds beloofde ik hier op Facebook te vertellen hoe dit zou aflopen. Voor de mensen die geïnteresseerd zijn in de lange versie: zie de complete mailwisseling hieronder met China Southern. De korte versie: vorige week mocht ik het geld ontvangen! 👍 —- Van: <> Verzonden: vrijdag 29 maart 2019 16:14 Aan: Onderwerp: RE: Delayed flight CZ308/28FEB2019 Dear Mr. Dondorp, Thanks for your e-mail. We have received your documents properly and they will be sent to our financial department. According to our financial department’s procedure, in general, after checking all the details are correct, the money will be transferred in 1-2 months. Please be patient for that. Thanks a lot for your understanding. On behalf of China Southern Airlines, we do apologize again for the inconvenience of this long delay. Best regards, Passenger Service China Southern Airlines Amsterdam Office WTC Schiphol A6 / Schiphol Boulevard 287 1118 BH Schiphol Airport / The Netherlands Phone: +31 20 4120302 global.csair.com Connect with us: This e-mail and possible attachment may contain confidential information intended for the addressee only. In case you are not the intended recipient, please note that no part of the e-mail or attachment may be disclosed, copied or distributed. Any other action related to this e-mail or attachment is prohibited, and may be unlawful. If you have received this e-mail by error, please notify the sender by return e-mail, and delete this message. From: [mailto:] Sent: vrijdag 29 maart 2019 01:18 To: Subject: RE: Delayed flight CZ308/28FEB2019 Dear China Southern Airlines, Thank you for accepting my claim. Please refer to the appendices for the information you have requested. Can you please let me know within what period my claim will be paid out? Kind regards, Tim Dondorp Van: <> Verzonden: donderdag 28 maart 2019 17:07 Aan: Onderwerp: RE: Delayed flight CZ308/28FEB2019 Dear Mr. Dondorp, Thanks for your email and comments, we totally understand the situation. Without recognizing to be obliged to do, but to compensate you for all the troubles you experienced, according to the regulation, we can offer you 600 Euro as compensation. Before we start the procedure we need: 1) Copy of the passport. 2) Copy of the boarding pass. 3) Completely (and digitally) fill out the release declaration form attached with the signature (we suggest that you reply us with claim passenger’s own personal bank account information to avoid extra procedure). According to our bank regulation, we only can transfer EUR. The compensation transfer will be automatically considered in EURO. We do NOT accept other currency. If you are not sure of the bank information, please double check with the bank. In the case the compensation is returned caused by the incorrect bank information, all the extra cost (incl. bank administration cost, return charge) will be charged by the passenger. In the case the account holder and the claim passenger are not the same person, we need extra documents as below: 1. Copy of the passport for claim passenger (together with the signature page) 2. Copy of the passport for the account holder (together with the signature page) 3. Completely fill the authority form attached with the signature or copy of POWER OF ATTORNEY (can be your organization’s own similar document) signed by the passenger （the signature should match the passport） Please scan all the related documents and email to . Thanks for your cooperation. On behalf of China Southern Airlines, we do apologize again for the inconvenience of this long delay. We wish for you understanding in this matter, as well as that you are willing accept our genuine apology. PS: Do NOT fill up attached form with handwriting, but please sign this form with the handwritten signature (the signature should match the passport) and scan to us. Best regards, China Southern Airlines Amsterdam Office WTC Schiphol A6 / Schiphol Boulevard 287 1118 BH Schiphol Airport / The Netherlands Phone: +31 20 4120302 global.csair.com Connect with us: This e-mail and possible attachment may contain confidential information intended for the addressee only. In case you are not the intended recipient, please note that no part of the e-mail or attachment may be disclosed, copied or distributed. Any other action related to this e-mail or attachment is prohibited, and may be unlawful. If you have received this e-mail by error, please notify the sender by return e-mail, and delete this message. From: [mailto:] Sent: donderdag 28 maart 2019 10:34 To: Subject: RE: Delayed flight CZ308/28FEB2019 Dear China Southern Airlines, As mentioned in my previous mail, the late departure from Schiphol is not the only reason why I arrived at my final destination nine hours later. I would therefore also like to see you comment on my other five (!) points: Both your air and ground staff did not want to cooperate to make my transfer as quick as possible. I was seated in the back of the plane, but my request if I could take place in the front of the plane before the landing was not honored while there were free seats available (1). When checking in for my connecting flight, despite repeated requests, I was not given priority (2) and your staff also refused to request security staff to treat me as a priority (3). If only one of these requests had been granted, I would have made my connecting flight. My flight was also rebooked to a flight of nine hours (!) later, while via Garuda Indonesia there was another flight (GA899) available that departed earlier (4). Now I arrived in Jakarta so late that I was forced to stay in a hotel. Costs that you should also reimburse (5). Kind regards, Tim Dondorp Van: <> Verzonden: donderdag 28 maart 2019 10:08 Aan: Onderwerp: RE: Delayed flight CZ308/28FEB2019 Dear Mr. Dondorp, We are currently waiting for proof from the LVNL as there were in fact air traffic restrictions for our flight that day. Please be patient for that. Thank you. Best regards, Passenger Service China Southern Airlines Amsterdam Office WTC Schiphol A6 / Schiphol Boulevard 287 1118 BH Schiphol Airport / The Netherlands Phone: +31 20 4120302 global.csair.com Connect with us: This e-mail and possible attachment may contain confidential information intended for the addressee only. In case you are not the intended recipient, please note that no part of the e-mail or attachment may be disclosed, copied or distributed. Any other action related to this e-mail or attachment is prohibited, and may be unlawful. If you have received this e-mail by error, please notify the sender by return e-mail, and delete this message. From: [mailto:] Sent: woensdag 20 maart 2019 18:43 To: Subject: RE: Delayed flight CZ308/28FEB2019 Importance: High Dear China Southern Airlines, By entering the date (28 February 2019) and the flight number (CZ308) on the official page of the Environmental and Transport Inspectorate of the Dutch Ministry of Infrastructure and the Environment (https://tijdelijk.ilent.nl/…/rech…/extraordinary_conditions/), it appears that no extraordinary (weather) circumstances have been established. If you nevertheless wish to continue to invoke extraordinary circumstances, I would ask you to actually prove that this was the case. If extraordinary weather conditions have already occurred, they are not the cause of missing my connecting flight to Jakarta. I missed it at only a few minutes: when I arrived at the gate it turned out it was closed just a few minutes before. Both your air and ground staff did not want to cooperate to make my transfer as quick as possible. I was seated in the back of the plane, but my request if I could take place in the front of the plane before the landing was not honored while there were free seats available. When checking in for my connecting flight, despite repeated requests, I was not given priority and your staff also refused to request security staff to treat me as a priority. If only one of these requests had been granted, I would have made my connecting flight. My flight was also rebooked to a flight of nine hours (!) later, while via Garuda Indonesia there was another flight (GA899) available that departed earlier. Now I arrived in Jakarta so late that I was forced to stay in a hotel. Costs that you should also reimburse. Given extraordinary circumstances were debatable (see above) and your staff has been absolutely not helpful to me my connecting flight to achieve remains my claim. If you do not grant this claim, I will submit a complaint to the Dutch Inspection for Environment and Transport. In anticipation of your substantive response to the above. Tim Dondorp Van: <> Verzonden: woensdag 20 maart 2019 16:35 Aan: CC: Onderwerp: Delayed flight CZ308/28FEB2019 Dear Mr. Dondorp, We received your information from our complaint center. The delay of our flight CZ308 on 28 February 2019 from Amsterdam to Guangzhou was due to adverse weather conditions (mist in the morning) and the resulting Airport Traffic Control, these are extraordinary circumstances China Southern Airlines cannot control, therefore there is no compensation according to the regulation. Best regards, Passenger Service China Southern Airlines Amsterdam Office WTC Schiphol A6 / Schiphol Boulevard 287 1118 BH Schiphol Airport / The Netherlands Phone: +31 20 4120302 global.csair.com Connect with us: This e-mail and possible attachment may contain confidential information intended for the addressee only. In case you are not the intended recipient, please note that no part of the e-mail or attachment may be disclosed, copied or distributed. Any other action related to this e-mail or attachment is prohibited, and may be unlawful. If you have received this e-mail by error, please notify the sender by return e-mail, and delete this message. Van: <> Verzonden: vrijdag 15 maart 2019 16:18 Aan: ‘’ <> Onderwerp: FW: EC261/2004 compensation claim Dear China Southern Airlines, My flight of Thursday 28 February 2019 from Amsterdam to Guangzhou (flight number CZ308, online check-in number MG2P76) was delayed, so I missed my connecting flight to Jakarta. Although you offered me an alternative flight, because of this delay I arrived in Jakarta at 21.25 hours instead of 12.35 hours as originally scheduled. Because this time difference is more than 4 hours and the travel distance is more than 3500 kilometers, I hereby claim 600 euros according to the European Union Regulation 261/2004. Looking forward to your fulfilment of my claim. Most sincerely, Tim Dondorp E-ticket number: 7842997019550 Van: <> Verzonden: vrijdag 15 maart 2019 08:45 Aan: Onderwerp: EC261/2004 compensation claim So sorry about the inconvinience caused. About your requirement, we suggest that you can contact with our relevant department to help you: Complaint and recommendation Domestic hotline: 95539-1-9 Overseas hotline：+86-95539-1-9 Service hours: 7×24 Email: Tips: If you still have any other questions, please directly reply the original email, without need of deleting its content, or call the official customer service hotline 95539(Domestic hotline)、+86-4008695539（Overseas hotline) or log in the official website ,www.csair.com, beaware of fraud. 【China southern airlines】 China Southern Airlines Customer Service Hotlines： 95539 (domestic） +86-4008695539（international） Email： Website：www.csair.com 日期：2019-03-14 22:40 发件人： 收件人： <>;<> 标题：EC261/2004 compensation claim Dear China Southern Airlines, My flight of Thursday 28 February 2019 from Amsterdam to Guangzhou (flight number CZ308, online check-in number MG2P76) was delayed, so I missed my connecting flight to Jakarta. Although you offered me an alternative flight, because of this delay I arrived in Jakarta at 21.25 hours instead of 12.35 hours as originally scheduled. Because this time difference is more than 4 hours and the travel distance is more than 3500 kilometers, I hereby claim 600 euros according to the European Union Regulation 261/2004. Looking forward to your fulfilment of my claim. Most sincerely, Tim Dondorp E-ticket number: 7842997019550 _____________________________________________ Van: Verzonden: dinsdag 5 maart 2019 10:40 Aan: Onderwerp: Read: EC261/2004 compensation claim Your message To: Subject: EC261/2004 compensation claim Sent: 4-3-2019 18:10 was deleted on 5-3-2019 10:39. —–Oorspronkelijk bericht—– Van: Verzonden: maandag 4 maart 2019 18:10 Aan: Onderwerp: EC261/2004 compensation claim Dear China Southern Airlines, My flight of Thursday 28 February 2019 from Amsterdam to Guangzhou (flight number CZ308, online check-in number MG2P76) was delayed, so I missed my connecting flight to Jakarta. Although you offered me an alternative flight, because of this delay I arrived in Jakarta at 21.25 hours instead of 12.35 hours as originally scheduled. Because this time difference is more than 4 hours and the travel distance is more than 3500 kilometers, I hereby claim 600 euros according to the European Union Regulation 261/2004. Looking forward to your fulfilment of my claim. Most sincerely, Tim Dondorp
Geplaatst door Godong Indonesie op Woensdag 1 mei 2019