The offers of the Spanish low-cost airline are competitive, the service is at a level, and the passenger traffic to the counters does not dry out. However, Vueling Airlines' flight delays or cancellations, like any other company, sometimes happen. Such situations raise questions from passengers who do not know the basics of European legislation. We are talking about our compatriots. Let's try to figure it out.
What attracts Vueling customers
Like many other low-cost airlines, Vyuling offers its customers low prices for flights with only economy class accommodation. On the other hand, the advantages of the carrier are obvious:
- new aircraft fleet;
- an extensive network of routes, a large number of directions and destinations;
- budget prices for flights with a wide choice of fares and classes of service;
- online registration;
- discounts and promotions;
- accrual of bonus miles;
- up to 10 kg of carry-on baggage and the ability to take additional baggage.
Find out more about what else Vueling Airlines is offering passengers in 2021.
Buying a ticket for a flight
A ticket for the flight can be purchased at the airline's representative office, from partners, at a travel agency, as well as on third-party specialized resources. But there is a more convenient option. The company has developed a very functional and at the same time easy-to-use website, where it is very easy to buy a ticket. In addition, there is a Russian-language version.
The algorithm of actions is as follows:
- Open the site.
- Indicate the direction, number and status of passengers, the date of departure and click on the "Find flights" button.
- Select your flight class, read the conditions and continue your booking.
- Enter your passport details and contacts, mark the discount (or register in the Avios program first).
- Indicate your personal preference.
- Make payment in a convenient way.
- Receive a confirmation email with your reservation number.
On the official portal of the carrier, information is available on all issues related to the purchase, exchange, refund of tickets, check-in of passengers and baggage, schedule and tracking of flights.
Flight check
In the section "Information for passengers" on the main page of the official website of the company there is a tab "Flight status". The service allows you to receive information about the state of the flight, arrival and departure of the aircraft in real time.
To check the status of a Vueling flight, follow the link. A window with a special form will open, in which you need to enter the point of departure / destination or flight number and date, and then click on the "Find" button. The request will take a few seconds to process. Registration is not required for this.
The entered information will include the timing according to the schedule, the expected arrival / departure time and the possibility of free SMS sending to the meeting / seeing-off person with the real time of arrival / departure of your flight. Here you can find out if the flight is delayed and how much or if it is canceled altogether.
Vueling delayed flight rights
The carrier is European, which means that all legal aspects of the relationship are resolved in accordance with the legislation of the European Union (EU). To be precise - in accordance with the Regulation of the European Parliament and EC No. 261/2004 of 11.02.2004, which establishes the procedure for compensation and assistance to passengers.
So, if the arrival at the destination is delayed by three or more hours, the airline must pay monetary compensation, which depends on the distance between the points of flight and landing along the orthodromy (that is, in a straight line):
- up to 1500 km inclusive - € 250;
- 1501-3500 km inclusive - € 400;
- 3501 km and more - € 600.
A passenger can exercise their right to compensation for three years, although Vueling limits the time for filing a claim via the website to three weeks.
If the flight was delayed by five or more hours, and an alternative was not provided, the flight can be canceled. In this case, Vueling's delayed flight compensation includes the cost of the tickets:
- full or unused sections of the route (compensated within 7 days);
- full, if there is no more sense in the trip (paid within 7 days);
- to the transit airport if the connecting flight is missed.
When canceling a flight, the company must offer an alternative, a refund for the tickets plus compensation.
Coupons, transportation services and hotel rest are included in the carrier's responsibilities. The compensation in question is paid additionally.
When a connection is missed due to delays or cancellations of Vueling flights, seats on the next available flight and free assistance in the airport lounge must be provided. If the passenger was not put on board due to overload, compensation is also due:
- Route less than 1500 km:
- when the plane arrives at its destination with a delay of up to 2 hours - € 125;
- with a delay of more than 2 hours - € 250.
- Route within 1500-3500 km:
- arrival delayed until 3 hours - € 200;
- delay of more than 3 hours - € 400.
- Route over 3500 km:
- late up to 4 hours - € 300;
- more than 4 hours - € 600.
The passenger can refuse the offered vouchers and claim compensation in cash in accordance with European law. The voucher's validity period is limited to one year, and the client cannot always use it. Another thing is when it comes to passengers who often fly. Especially if the value of the voucher exceeds the amount of compensation provided for by EU rules.
Additional service
If the flight is delayed, Vueling undertakes to provide the guest with additional services free of charge, which also depend on the length of the route and the time of delay:
- 2 hours delay on flights up to 1500 km;
- 3 hours late for a flight range of 1500-3500 km;
- 4 hours delay for a flight distance of 3500 km or more.
In all these situations, the passenger can count on free:
- cold snacks and soft drinks throughout the day;
- two phone calls / sending two faxes or messages by e-mail;
- accommodation, meals and transfer (at night).
Applying for compensation
The most obvious option is to ask the carrier for compensation. If you need operational information and support, company employees will advise you on how to proceed. You can also use the hotline number of the support service in Russia (495) 204-16-11 (seven days a week, from 10.00 to 22.00 Moscow time) or the company's fax (+34) 93-378-78-79.
Vueling has a dedicated Refunds and Claims tab that allows you to go directly to the company to claim compensation for a delayed or canceled flight within 21 calendar days of your scheduled departure date.
Reimbursement will have to be justified. You need to provide a boarding pass for the flight and prove that it is the company that is to blame for the flight cancellation. In general, there are several ways to claim compensation:
- on their own - often ineffective;
- through a lawyer - expensive and risky;
- by applying to a special airline communication service (Airhelp, Compensair or Flight-Refund). Here, a fixed commission of 25% is provided only if the issue is successfully resolved.
If the money is not returned, it remains to go to court.
When Vueling will not be responsible for flight delays
Like any other airline, Vueling Airlines is exempt from liability for an event caused by:
- force majeure (flood, volcanic eruption, and so on);
- social and political instability. This refers to strikes, mass protests and hostilities;
- meteorological conditions;
- unforeseen malfunctions;
- security measures (additional security checks, disembarkation of a rowdy, and so on).
Compensation is not provided if:
- Vueling rescheduled the flight, but was informed 14 days before departure;
- 7-14 days before the flight, a transfer is organized, allowing you to take off 2 hours before the scheduled departure and reach your destination no later than 4 hours after the scheduled arrival time;
- less than 7 days before the scheduled departure time, a transfer is offered, allowing you to take off an hour before the scheduled time and reach your destination no later than 2 hours after the scheduled arrival time.
Conclusions
In conclusion, we will give some tips that will help in resolving disputes with the company:
- Study the ticket refund mechanism, rules of conduct on board, the procedure for tracking flights and checking in for flights in advance.
- If you have any problems, please contact the company first, focus on passengers from the EU.
- Do not delay when applying for compensation, but document the evidence of the carrier's “guilt”.
For some reason, in the Russian-language version of the site, it is impossible to enter the section devoted to problems with flights of the Vueling Airlines carrier (Flight disruption). Therefore, you will have to use the English language.
