We also flew with SmartWings from Gatwick on the 22nd of November 16. The only compensation we received was a £5 food voucher! I too tried emailing (twice) my complaint to the airline without any responce. I have now registered with Bott & Co, yes, they will take a cut of the compensation but as I can not locate an address in the UK it would be more difficult to pursue a successful case here.
I was also on this flight and considering the flight was due to take off shortly after 2 in the afternoon for a relatively short journey to Prague I eventually checked into my hotel at around midnight! I've sent 2 requests to the airline for compensation but yet to hear back from them. Totally unprofessional! I will definitely NOT be using this airline again and will aim to be a walking, talking bad advertisement for them! I feel a 'no win, no fee' request to an on-line solicitor being made!
I flew Smartwings for the first time on November 22nd 2016. The flight was six and a half hours late departing and arriving. Ok, these things happen, but I ended up arriving after the last bus uncertain of where my hotel was or that it would be open after midnight. I decided to claim using the airline's on line form. I have tried twice and not had even an acknowledgement. I therefore tried the email address (above) and that is not a valid address either! How an organisation deals with complaints is one of the ways it should be judged and on this score I will not be travelling with Smartwings again. As a subsidiary of the Czech State airline it ought to be far more professional. I