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Small Planet Airlines Discussion
I had a 10hr delay back in August have applied for compensation in the September. Still have had no response
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myself and my friends registered a claim with small planet for a four hour delay some months ago. I have not received any compensation even though I know they have paid out people on the same flight. I have since complained to the CAA
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Here is a small story, which will surprise most of you (I´m quite sure...). On 6-1-2017 I had to experience a delay of more than three hours with Small Planet Airlines (Teneriffe -> Paderborn / 3300 km). At the airport we got no information or support from anyone, the boarding was delayed by an extra hour without announcement, based on the initially forecasted delay of 2 hours. Inside the plane the passengers got the explanation, that the delay was caused by an incident with the automatic brake system, already in the morning before the plane started to "my" official starting point of the journey combined with the statement, SPA wanted to be sure, that the repair was done 100 % for "offering the best service to their passengers". Well, after landing in Paderborn with three hours delay, an army of firefighters was already waiting, because the (as announced "repaired" brakes) were about to combust! This caused an additional delay of two hours for the baggage claim, of course. I was writing my claim of compensation ( 4 x 400 EUR) in German and English and adding all evidences and copies of documents, the y asked for, during the weekend and after a short email exchange this morning, I received this noon surprisingly their agreement for paying the FULL claimed compensation (done within only 48 hours!!!). Now they promised to pay within 30 days...we will see. Although I was ready to fight for my rights at the court, I really have to say, that I never experienced such a quick and 100 % solution...I have to admit that I owe a compliment for this.
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Guest : Guest : I put a claim in in September for a delayed flight in August 2016. Received an email two weeks ago offering me half of what I'm entitled to. Email states this is a goodwill gesture and that they are not accepting liability. I am considering accepting this payment. Anyone else in this position thinking of holding out for full compensation? Exactly in the same position. Sent another email insisting on full amount three weeks ago , no reply yet If you do need help with any claims against small planet try www.flightreclaim.co.uk . Yes they will charge a fee but they will take away the hassle of going back and forth with the airline and get you the compensation you are fully entitled to. If you are able to pursue the claim yourself then best of luck and I hope the airline does give you the compensation you are owed due the delay or cancelled flight.
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Hi, After a 5 hour delay I sought compensation sending all of the requested documents. I copied the Civil Aviation Authority into all corresponance. 3 months later, SP wrote and offered 200 euro each and although we knew we were entitled to 400 accepted (for two) as we didn't think we would get anything. A coupe of weeks, later after signing a form saying we wouldn't make a further claim we were credited with 400 euro. This felt ok as we had lost a days holiday and didn't really expect any more. Four months later, entirely out of the blue SP wrote to me again and offered a further 400 euro ! They said they wished to recompense in total. A month or so later the 400 Euro was credited to my account. We achieved this by emailing, copying CAA in all emails and replying with persistence. We did not use a company and so in total received 800 euro for 2. We think we were just lucky. There is no way we would ever * holiday flying with SP or use any company that charters SP and have let anyone interested not to use this company. Not only did we suffer the delay, the service was atrocious, some staff appeared capable but many were a real concern if anything on the flight was to go wrong. Plus no food available, a small carton of water and that was it...
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I had an offer fr om them of €200 and wrote this back. Can I suggest that everybody on this board bombards their Facebook page as this seems to at least elicit a response, AND make a complaint to the CAA. Dear Small Planet, This is not acceptable and I request that you compensate me by the full amount of €400 as set out in article 7 of EU 261/2004. There is no case for 'extraordinary circumstances' that can be cited regarding this delay therefore you are liable. Please settle as a priority otherwise you will give me no option but to pursue this matter through the courts. Please see below stated cases, also I would remind you failing to comply in full would leave your company in breach of article 16 of the regulations and as such I will be contacting the CAA if this matter is not resolved as a priority. In cases of Sturgeon v Condor, and Bock v Air France (C-402/07 and C-432/07),[6] the Fourth Chamber of the European Court of Justice held on 19 November 2009 that despite no express provision in the Regulation to compensate passengers for delay, passengers are now entitled to the compensation as set out in Article 7 for any delay in excess of three hours providing the air carrier cannot raise a defence of "extraordinary circumstances". "Articles 5, 6 and 7 of Regulation EC 261/2004 must be interpreted as meaning that passengers whose flights are delayed may be treated, for the purposes of the application of the right to compensation, as passengers whose flights are cancelled and they may thus rely on the right to compensation laid down in Article 7 of the regulation where they suffer, on account of a flight delay, a loss of time equal to or in excess of three hours, that is, wh ere they reach their final destination three hours or more after the arrival time originally scheduled by the air carrier."[7] The fourth Chamber also ruled that under the definition of "extraordinary circumstances", technical faults within an aircraft should not be included and therefore an air carrier cannot rely on a technical fault within an aircraft as a defence from a valid claim under the Regulation, "unless that problem stems from events which, by their nature or origin, are not inherent in the normal exercise of the activity of the air carrier concerned and are beyond its actual control".[8] Various passenger rights groups reported the case and encouraged passengers to bring claims against airlines in the event of a delay of over three hours.[9] The Sturgeon ruling was reconfirmed in a ruling of the European Court of Justice on 23 October 2012 in Nelson v Deutsche Lufthansa AG and R (TUI Travel, British Airways, easyjet and IATA) v Civil Aviation Authority.[10] Chris O : My wife and I flew with Small Planet Airlines on 01 Sept 2016 from Gatwick to Preveza Greece. Unfortunately, there was a SIX hour delay in departure resulting in the loss of the first day of the holiday. On return from holiday I submitted to the airline a claim for the compensation for the delay but despite several reminders and providing all the documentation requires to support the claim, the airline has not responded to the claim other than an automated email response back in October stating they have many claims to derail with. This is very disappointing and I have now referred the matter to CAA. HAs anybody received any compensation in response to claims against this airline?
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Just heard back from our third party claims company that we have cheques on the way for £195 each (minus claim company deduction) x 4. Couldn't believe our luck as nobody ever seems to get anything from small planet! That said the claims company had to go all the way and take them to court, I don't think you will get anywhere on your own though. I know you have to give a cut to the claim company but it just takes all the hassle away. I submitted the claim way back in June and it has taken until January to get a result. We still have another claim for a 17 hour delay back in August 2016 so keeping fingers crossed for that too
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made a claim in September through resolver following a 12 hour delay from Manchester to Zante....still no reply and the case has been escalated as high as it can go!
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Guest : I put a claim in in September for a delayed flight in August 2016. Received an email two weeks ago offering me half of what I'm entitled to. Email states this is a goodwill gesture and that they are not accepting liability. I am considering accepting this payment. Anyone else in this position thinking of holding out for full compensation? Exactly in the same position. Sent another email insisting on full amount three weeks ago , no reply yet
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I put a claim in in September for a delayed flight in August 2016. Received an email two weeks ago offering me half of what I'm entitled to. Email states this is a goodwill gesture and that they are not accepting liability. I am considering accepting this payment. Anyone else in this position thinking of holding out for full compensation?
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Guest : Olympic Holidays will suffer in the long run. 15 hour delay getting out of manchester for kos on 1 oct 2016. Lots of very * people. Small planet airlines it seems are famous round manchester airport for being useless. Apparently they hold the record for longest ever delay in the history of the airport (in july i think ). And OLYMPIC HOLIDAYS who front these cowboys did NOTHING to help and took no responsibility for this airline they have contracted.
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GAIL RAYBOULD : We travelled as a family 4 persons with Olympic Holidays, to Zante......Small Planet Airline on the 1st Sept 2016. On our return 8th Sept 2016 we were delayed by over 9 hours as our plane hadn't left Manchester, we had to remain at check-in. After 3 hrs we were taken to a hotel by coach were we were Fed and Watered. After leaving the dining area we had to then pay for anything else we required. I have sent e.mail after e.mail to Small Planet with only the normal it has been sent to our investigation team. Has anyone ever had a successful Claim with Small Planet ??? If so How did you Manage it ? Awaiting any helpful Information... Gail
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Submitted a claim in September and heard nothing. Have tried unsuccessfully to contact Small Planet by phone all this week. Today I received an e-mail offering half of what I am entitled to claim. I was just about to use a third party to get some compensation but I think I'll take their offer, might as well get something before they go bust.
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I'm still trying to claim back Excess baggage allowance fr om Small Planet Airlines after they lost our luggage, 3 days for my husbands luggage and 6 days for my luggage on a flight to Cephalonia in September. Obviously we had to buy additional clothes and essentials (Toiletries, Sun cream etc.), which meant that when we came to fly home our luggage was over the allotted 20KGs each. We contacted the Airport 2 days before leaving to hopefully sort this out before we were due to fly home and avoid any disruption at the airport, they told us to wait until we flew home and they would sort it on the day. After several hours of waiting while they checked in and weighed everyone else's luggage they then weighed our luggage again which was 42.8 KGs combined for both of us, they insisted on charging us excess baggage. If we had not paid it we would have missed the flight home. This action of theirs totally ruined to the first week of our holiday and they have now come back to me 3 months later to say that they will not consider my claim because I di not submit it within the 21 days, baring in mind that 15 of those days were actually our holiday. When I got home I work full time so didn't have chance to even look at the form until the following weekend when the 21 days was up (when they gave me the form at the airport no-one told me that there was a 21 day deadline), also it took me a couple of days to get all the paperwork together which they requested and send it by Recorded delivery to Lithuania, which cost me another £10 plus. I tracked the letter and they didn't pick it up from the local sorting office for several days after it arrived in Lithuania, now they have the gall to say that I didn't submit it in time. I have tried resolving this through ABTA, but guess what they are not ABTA registered, so I don't know wh ere to go now, perhaps Trading Standards or Citizen's Advice unless anyone has any other suggestions. Reading some of these posts it would seem that Olympic Airlines are not much better at dealing with disputes but perhaps I will try them. I would definitely not fly with them again, the trouble all started when we came to check our luggage in at Manchester Airport which was a farce in itself, after having trouble finding the check in desk they told us we had to take it to another desk on floor 3 because it had handles on that might get caught on the apparatus used to transfer it to the plane. In hind sight I feel that this is when it was lost and probably never even went on the original flight as intended.
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Call them on this number - the number is working as I spoke to them this morning about my claim - 020 3807 1555
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I was delayed 7 hours on the way back from Santorini in September Put in a claim with Resolver but after a month with no reply I called them and was asked to put in a claim from their website, which I did. Cut to 2 months later with still no reply, so I call them and they tell me someone will email the same day. I received an email stating as a gesture of good will, not an acceptance of liability, they will offer 2oo euro per person. Email back saying the EU regulation states I am due 400 euro per person. Received no reply to this so called again and was palmed off saying I would receive another email which I am still waiting for Tried to call today but the phoneline is dead!
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My wife and I flew with Small Planet Airlines on 01 Sept 2016 from Gatwick to Preveza Greece. Unfortunately, there was a SIX hour delay in departure resulting in the loss of the first day of the holiday. On return from holiday I submitted to the airline a claim for the compensation for the delay but despite several reminders and providing all the documentation requires to support the claim, the airline has not responded to the claim other than an automated email response back in October stating they have many claims to derail with. This is very disappointing and I have now referred the matter to CAA. HAs anybody received any compensation in response to claims against this airline?
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Guest : I wish I'd seen this forum sooner. I'm staggered to see how many delayed flights there have been this year with Small Planet quite apart from the major ones that made national news. Do any of their flights leave on time? We were delayed for 20 hours on Flight S5171 Manchester to Kefalonia on 26 June 2016 on a scheduled 0500 departure, not mentioned previously on this forum. The situation was managed pretty well at the airport by Premier Handling - transferred to Cranage Hall Hotel for 16 hours - not as grand as it sounds but certainly OK. There are obviously well used contingency plans for managing a plane load of pax in the wee hours of a Sunday morning, at least if the length of delay is known in advance and someone is willing. The taxi company turned up with a large fleet of nice minibuses and the driver told me this was a pretty regular thing for them with a number of airlines. Presumably the ultimate cost for this was picked up by SPA. The delay was due to severe weather outbound over the Dodecanese two flights before us and by clearly illustrated **Small** Planet's lack of flexibility should anything go wrong. We therefore reckoned under the EU Denied Boarding Regulations our flight was eligible for compensation. Like almost everyone here we found the SPA complaints page impossible to use. I will investigate the suggestions here about inputting the flight code. I found their address in Lithuania and wrote to them on 03/08/16. I am now not surprised to find that they did not reply. They are not part of a dispute resolution and so I used the Civil Airline Authority's very helpful and clear website to lodge a complaint on 01/10/16 - the CAA request an 8 week wait in the case of non-reply to correspondence. They sent a reply within two days but indicated that their response depended on SPA. I finally got a nice response from the CAA (although obviously standard) on 25/11/16 saying that as SPA had not replied to them either they had found in favour of my complaint. However they were unable to enforce compensation from SPA (!) and my only recourse was through the small claims court. Given that SPA do not appear to have a registered office the UK my guess is that that would be an unlikely option. My next steps will be: 1) A letter to the P.A. to the CEO of Olympic Holidays, Ms. Tracey Collins and/or the Commercial Director (Mr. Photis Lambrianides) pointing out the reputational damage to the company and the difficulties for resort based staff and costs to Olympic of so many delays. The company address is: Olympic Holidays c/o Interaction Worldwide Ltd, 1 Torrington Park, London N12 9SU. The CEO him/herself is obviously a very shy person and I can't rack him/her down on the net. 2)I will consider a claims company as (as they say) 75% of something is better than 100% of nothing. I do not hold out any hope. Presumably the companies know which airlines not to bother with. I have seen an item on the BBC news site that a lawyer was trying to get an SPA aircraft impounded to force the company to pay the compensation ordered by a UK court but further ignored by SPA. Clearly part of the problem is that the regulations set the compensation at deterrent or even punitive levels which makes it difficult for small companies to pay up. Some might say "Serve them right". Possibly lower levels of pay-out might mean more people got paid - though the crooks at SPA may well not. I would happy to settle a bit less. Tonyhow are you getitng on - did you get a reposne from olympic
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I'm increasingly frustrated. I have had an acknowledgement from Small Planet stating they will pay. I have returned the document back in October but I have received no payment. I have tried calling the UK line and it is dead. What should I do? I have emailed them numerous times and have no response.
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Zero customer service. Was delayed 11 hours from Verona to Aberdeen in July. Claimed for flight delay and their response (after numerous emails, having phone put down on me numerous times, being banned from their facebook page for asking a question) 'the flight left at it's scheduled time'.
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Do not fly with Small Planet worst airline ever and should be unable to operate, which they seem incapable of any way.
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I claimed successfully for a flight in July 2016 for 4. I was paid today. I used resolver.co.uk and was offered after full escalations 200 euros each v the max of 250 I was entitled to. I accepted it as I was shocked to get any response. They paid in 28 days.
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I wish I'd seen this forum sooner. I'm staggered to see how many delayed flights there have been this year with Small Planet quite apart from the major ones that made national news. Do any of their flights leave on time? We were delayed for 20 hours on Flight S5171 Manchester to Kefalonia on 26 June 2016 on a scheduled 0500 departure, not mentioned previously on this forum. The situation was managed pretty well at the airport by Premier Handling - transferred to Cranage Hall Hotel for 16 hours - not as grand as it sounds but certainly OK. There are obviously well used contingency plans for managing a plane load of pax in the wee hours of a Sunday morning, at least if the length of delay is known in advance and someone is willing. The taxi company turned up with a large fleet of nice minibuses and the driver told me this was a pretty regular thing for them with a number of airlines. Presumably the ultimate cost for this was picked up by SPA. The delay was due to severe weather outbound over the Dodecanese two flights before us and by clearly illustrated **Small** Planet's lack of flexibility should anything go wrong. We therefore reckoned under the EU Denied Boarding Regulations our flight was eligible for compensation. Like almost everyone here we found the SPA complaints page impossible to use. I will investigate the suggestions here about inputting the flight code. I found their address in Lithuania and wrote to them on 03/08/16. I am now not surprised to find that they did not reply. They are not part of a dispute resolution and so I used the Civil Airline Authority's very helpful and clear website to lodge a complaint on 01/10/16 - the CAA request an 8 week wait in the case of non-reply to correspondence. They sent a reply within two days but indicated that their response depended on SPA. I finally got a nice response from the CAA (although obviously standard) on 25/11/16 saying that as SPA had not replied to them either they had found in favour of my complaint. However they were unable to enforce compensation from SPA (!) and my only recourse was through the small claims court. Given that SPA do not appear to have a registered office the UK my guess is that that would be an unlikely option. My next steps will be: 1) A letter to the P.A. to the CEO of Olympic Holidays, Ms. Tracey Collins and/or the Commercial Director (Mr. Photis Lambrianides) pointing out the reputational damage to the company and the difficulties for resort based staff and costs to Olympic of so many delays. The company address is: Olympic Holidays c/o Interaction Worldwide Ltd, 1 Torrington Park, London N12 9SU. The CEO him/herself is obviously a very shy person and I can't rack him/her down on the net. 2)I will consider a claims company as (as they say) 75% of something is better than 100% of nothing. I do not hold out any hope. Presumably the companies know which airlines not to bother with. I have seen an item on the BBC news site that a lawyer was trying to get an SPA aircraft impounded to force the company to pay the compensation ordered by a UK court but further ignored by SPA. Clearly part of the problem is that the regulations set the compensation at deterrent or even punitive levels which makes it difficult for small companies to pay up. Some might say "Serve them right". Possibly lower levels of pay-out might mean more people got paid - though the crooks at SPA may well not. I would happy to settle a bit less. Tony
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Anybody managed to claim a full amount of compensation from them? Also received offer with reduced amount of compensation
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GAIL RAYBOULD : We travelled as a family 4 persons with Olympic Holidays, to Zante......Small Planet Airline on the 1st Sept 2016. On our return 8th Sept 2016 we were delayed by over 9 hours as our plane hadn't left Manchester, we had to remain at check-in. After 3 hrs we were taken to a hotel by coach were we were Fed and Watered. After leaving the dining area we had to then pay for anything else we required. I have sent e.mail after e.mail to Small Planet with only the normal it has been sent to our investigation team. Has anyone ever had a successful Claim with Small Planet ??? If so How did you Manage it ? Awaiting any helpful Information... Gail Hi Gail, After waiting for a response from Small Planet for six weeks I called them direct (020 3807 1555) they apologised for the delay and emailed me later that day with an offer of compensation. Their offer was not the full amount I requested (in line with the EU directive) and I am in the process of responding to them to demand the full amount. Hope that helps!
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Guest : Cath : Flew with small planet in June 17 hour delay .I have emailed called forwarded tickets etc no response but they have read the emails .I have went through a claims company now and got money back yes they did take 25 percent it I knew that but I still walked with 300 plus pounds Which claims company did you go through and how long did it take? Ive been trying for months been caa and helenic authority and got no response. Thanks in advance[hi used bottom line they were very good and quick with response on a 510 win dash we hot 364 after they took there fees didn't mind as small planet ignored us
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We travelled as a family 4 persons with Olympic Holidays, to Zante......Small Planet Airline on the 1st Sept 2016. On our return 8th Sept 2016 we were delayed by over 9 hours as our plane hadn't left Manchester, we had to remain at check-in. After 3 hrs we were taken to a hotel by coach were we were Fed and Watered. After leaving the dining area we had to then pay for anything else we required. I have sent e.mail after e.mail to Small Planet with only the normal it has been sent to our investigation team. Has anyone ever had a successful Claim with Small Planet ??? If so How did you Manage it ? Awaiting any helpful Information... Gail
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very disappointed with a 24 hours + flight delay claim trying to get settled since August. offered 200 euros when minimum should be 400 euros and since don't respond. This should not be allowed to happen If Olympic holidays sold the 'package' why aren't they pursuing the claim for the travellers?
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Cath : Flew with small planet in June 17 hour delay .I have emailed called forwarded tickets etc no response but they have read the emails .I have went through a claims company now and got money back yes they did take 25 percent it I knew that but I still walked with 300 plus pounds Which claims company did you go through and how long did it take? Ive been trying for months been caa and helenic authority and got no response. Thanks in advance
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Flew with small planet in June 17 hour delay .I have emailed called forwarded tickets etc no response but they have read the emails .I have went through a claims company now and got money back yes they did take 25 percent it I knew that but I still walked with 300 plus pounds
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Have you tried calling them, takes ages to get through but I've actually found their advisors quite helpful. I put in a claim at the end of Sept and received a settlement figure today. It's not what I wanted so may take it further but they have been very responsive on the phone (once you get through!). UK Number is 0203 807 1555 Guest : Has anyone ever received compensation from Small Planet Airlines? I'm still waiting for a response from a delayed flight in August, despite several emails with relevant documentation and moneysavingexpert letter.
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Guest : After repeatedly failing to get a response to our attempts to contact Small Planet my family and I lost patience and passed our claims to LA Law who specialise in Flight Delay Claims. About a month later we received our cheques for about £200 each. Happy days How much did LA Law charge you for their services?
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I was on flight from Preveza to Gatwick on 1st Sept 16, 5+ hours delay. Sent in claim via Resolver, and escalated to CEO. Small Planet have not replied to any emails, they should not be able to get away with operating like this. Booked through Olympic.
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Yes you are correct but please if you booked a holiday and had the misfortune to fly with Small Planet please name the holiday company.
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I was delayed by 24 hours on the 12/08/2016 I went on Small Planet Airlines and filled in the details for compensation and after several attempts to contact and email them I still have had nothing from them. For what it's worth if everyone leaves a bad review on their facebook, on Trust Pilot and other review sites all complaining about not getting compensation then it may get the ball rolling. Good luck
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Guest : 15 hour delay getting out of manchester for kos on 1 oct 2016. Lots of very * people. Small planet airlines it seems are famous round manchester airport for being useless. Apparently they hold the record for longest ever delay in the history of the airport (in july i think ). And OLYMPIC HOLIDAYS who front these cowboys did NOTHING to help and took no responsibility for this airline they have contracted. Can you remember the flight number that we left on as they changed it from S5163 when they got the new plane
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Tirana - London. The flight was really simple and fast, there were no delays when flying to Tirana and back to London. It felt like their crew really loves the job because their mood was exceptional and made everyone feel the vacation mood. Already recommended this airline to couple of my friends, they went to Rhodes from Manchester in the end of summer, said everything was ok on their flights too.
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We were delayed 26 hours on a flight to Corfu out of Manchester in July but still no compensation from Small Planet despite EU rule 216/2004 stating that the Airline must pay 400 euro's per person for a flight delay over 4 hours that is more than 932 miles within the EU. So much for EU regulations, Small Planet simply ignores the compensation
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And if you post negative and truthful comments on Olympic holiday they to will delete and ban youNWIL7
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SMALL PLANET AIRLINE - What happens when you post negative and truthful comments on their facebook page ? YOUR COMMENTS ARE DELETED - WHY they do like truth.
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After repeatedly failing to get a response to our attempts to contact Small Planet my family and I lost patience and passed our claims to LA Law who specialise in Flight Delay Claims. About a month later we received our cheques for about £200 each. Happy days
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Many of us have been waiting years for compensation. Some say they were paid, one that they had money returned at airport,I do not believe a word of it. Best thing is to put your claim in and forget about it, do not let it get you down. Do not book with holiday companies that led you up the garden path. My guess is if they have to pay us all they will go bankrupt. I am a realist and will get on with my life.
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Has anyone ever received compensation from Small Planet Airlines? I'm still waiting for a response from a delayed flight in August, despite several emails with relevant documentation and moneysavingexpert letter.
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Had a 7 hr delay on flight back from zakynthos early august submitted small planet delay claim form day after return all we have had back is a reciept to say our form was delivered .Submitted all relevent info form asked for but still nothing .Anyone else on flight Zakynthos to manchester 11.08.16 ?
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Also having problems receiving the legislated compensation for a cancelled flight with small planet. I am looking for anyone who is interested in a group action complaint against them: Please comment below if you're interested in joining us.
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