My experience with EU261 claim for Air France Flight Delay

Air France Flight Delay – Missed Connection

My journey began with a planned itinerary from Ottawa (YOW) to Paris (CDG) on Air France, followed by an onward connection to Abu Dhabi on Etihad First Class, an experience I had eagerly anticipated. The entire trip was structured around this Etihad segment, which I had managed to book for 65,000 Aeroplan points due to a mistake in award availability that had popped up a few months ago.

Etihad First Class Cabin

Unfortunately, my trip started unraveling before I even left the ground. The flight from Ottawa to Paris was scheduled to depart on Feb 3 but encountered a rolling delay that extended to almost four hours. The delay resulted in me missing my connection to Etihad First Class in Paris, completely disrupting my itinerary. With my plans in disarray, I had to consider whether I should attempt to rebook the Etihad First Class experience (for the next day) using AAdvantage miles, which would also require reworking my hotel reservations in Abu Dhabi, my return flights to JFK, and multiple other logistical arrangements. After assessing the cascading impact of changes, I opted to return home instead of continuing my trip.

YOW-CDG Flight Delay

Abu Dhabi and New York Cancellations 

Once I decided to terminate my trip in Paris, the next challenge was undoing my bookings with minimal financial loss. I managed to book a last-minute flight from Paris to Newark on United Polaris for 60,000 Aeroplan points, allowing me to head back to North America immediately. Then, I turned my attention to my existing reservations:

1. Abu Dhabi Marriott Al-Forsan: My stay was booked using a Free Night Certificate (FNC) plus 3,000 Bonvoy points. Through the Marriott app, I contacted the hotel to inquire if they would allow a cancellation despite the last-minute nature of my request. To my pleasant surprise, they approved the cancellation and refunded both my FNC and points. This level of customer service impressed me, and I would gladly stay at the property in the future.
2. Marriott New York JFK: My booking at this property was under a non-refundable rate. I reached out via email and multiple phone calls, explaining my situation and requesting any possible flexibility. Unlike the Abu Dhabi Marriott, my attempts were met with complete silence. There was no response or even acknowledgment of my messages. As expected, I had to forfeit the $300 USD booking.
3. Flights from Abu Dhabi to JFK (Turkish Airlines): Since this was booked using Aeroplan points, I was able to cancel with a $150 CAD penalty. While not ideal, this was a cost I was willing to bear given the circumstances.
4. Flight from JFK to Ottawa (Air Canada): The final segment home was booked on a cash rate. My refund options included a cash refund to my AC wallet, which would induce a change fee. But I opted for a future flight credit, which allowed me to keep the full value of my unused ticket. Since I travel this route often for positioning, I was happy to keep future credit instead of cash in my AC wallet.

In total, I was out approximately $550 CAD due to these last-minute cancellations and missed bookings. However, the most significant loss was the missed opportunity to experience Etihad First Class, which had been the highlight of this entire trip.

Filing EU261 Claim for Air France Flight Delay

Upon my return to Ottawa within 24 hours of departure, I began researching EU261 regulations, which protect passengers traveling to/from or within the European Union in cases of significant flight delays. A quick search led me to the dedicated Air France compensation page, where I found clear instructions on filing my claim. Given that my delay exceeded three hours and directly caused me to miss my onward connection, I was eligible for compensation of up to €600.

I submitted my claim with the following supporting documents:

• Proof of missed connection and onward flight cancellations, which resulted in cancellation fees
• Documentation for my non-refundable hotel booking at Marriott JFK.

Shortly after submission, I received an email from Air France with a case number, acknowledging my request. Within 24 hours, I received a response from an Air France agent stating that my delay did not qualify for compensation because “the delay to your final destination was less than three hours.” This was factually incorrect, and it triggered my frustration as it reinforced the skepticism many travelers have about airlines attempting to dodge compensation claims.

I promptly replied with four screenshots from different flight tracking sources, clearly proving that my flight was delayed by more than three hours. I also pointed out that they might have referenced the wrong flight date since my flight had left YOW on Feb 3 and landed in CDG on Feb 4. Within hours, I received another email from the same agent requesting my banking information—no explanation or apology for the initial incorrect claim. Regardless, I provided my details, and within two hours, I received confirmation that my compensation had been approved for the full €600 (~$950 CAD). The funds arrived in my account within two business days.

EU261 Compensation for Delayed Flight

Despite the initial misinformation, I was impressed by the overall efficiency of the EU261 claim process for my Air France flight delay. The claim was fully resolved in my favor within 48 hours of the delay, covering my cancellation fees and partially offsetting the time lost due to the disrupted trip.

Takeaway 

This experience reaffirmed the importance of having contingency plans when traveling, especially on separate tickets. While it was frustrating to miss out on Etihad First Class, the ability to pivot quickly and secure alternative flights made the situation more manageable. Additionally, this situation highlighted the disparities in customer service across different airlines and hotels—while the Abu Dhabi Marriott and Air France (eventually) provided great service, Marriott JFK was a disappointment.

The EU261 compensation process was straightforward despite Air France’s initial pushback. Ultimately, while I didn’t get the planned trip, I walked away with valuable insights into navigating unexpected disruptions and ensuring minimal financial losses. Traveling comes with its uncertainties, and this was just another reminder that adaptability is essential—C’est la vie!