Author Topic: HELP ELAL DENIES BOARDING FOR NO REASON  (Read 15196 times)

Online ExGingi

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Re: HELP ELAL DENIES BOARDING FOR NO REASON
« Reply #135 on: February 18, 2016, 12:31:51 PM »
Let's wait and see how they come back now, but in all honesty, the only way we might get any change, is by making this a lot more public. Let this be a PR NIGHTMARE for ELAL in both the US and Israel. I think that might be the only way they might learn something about customer (or even human) relations, let alone customer service.

It's 16 years and counting since I last flew ELAL. They rightfully earned my ban. Other airlines were benefactors of this, including paid J tickets.
I've been waiting over 5 years with bated breath for someone to say that!
-- Dan

Offline ilherman

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Re: HELP ELAL DENIES BOARDING FOR NO REASON
« Reply #136 on: February 24, 2016, 11:13:53 AM »
So here is the response I got. Denied cabin is not denied boarding.  :o

Thank you for your follow up message.
 
United Airlines and EL AL Israel (EL AL) have provided us with all the information we requested  in regards to your case and we have completed our review.

Based on the information you and the reservation information which both carriers provided us, we conclude that we cannot pursue the incident mentioned in your complaint as the DOT has no enforcement jurisdiction.  United reviewed the booking with us and advised this was an Award ticket booking. Your original ticket was booked on 12/22/15 and the class of service was booked in Economy.  However, on January 14, 2016 it was exchanged and upgraded to Business/First and you paid the additional miles to do so.
El AL clearly read the fare basis code on the ticket incorrectly as an error and advised you could be downgraded or pay the difference in fare.
 
Additionally, EL AL provided our office with the passenger data on this flight, it was not in an oversold situation. Each class, First, Business and Economy on flight LY 2/ January 25, 2016 all had available seats in each of those cabins.

 

Although this incident represents poor handling and customer service, as the flight was not in an oversold situation; the conclusion is involuntary denied boarding compensation under Rule 14 CFR section 250 would not be due in this instance.

 
If a consumer is seeking financial restitution, they have the right to pursue that action thru their local jurisdiction such as small claims courts.   Furthermore, a full detailed investigation typically is not the result of a single complaint, but results from a noticeable trend in a carriers patterns or practices.  Lastly, any civil penalties collected as a result of an investigation is payable to the US Treasury and not individual consumers.

We are concerned about your experience with EL AL.  We will continue to review and monitor EL AL to determine the extent to which the carrier is in compliance with our regulations and to track trends or spot areas of concern which we feel may warrant further action in the future.

Although we do not mediate individual consumer complaints, we have entered your complaint in our computerized industry monitoring system, and it will be charged to the company in our monthly Air Travel Consumer Report.  This report is widely distributed and made available to the news media and the general public so that both consumers and air travel companies can compare the complaint records of individual airlines and tour operators.  This system also serves as a basis for rulemaking, legislation and research.  These complaints are also routinely reviewed to determine the extent to which carriers are in compliance with our regulations and to track trends or spot areas of concern which we feel may warrant further action in the future.

 
Any additional information you provide will be added to your case.
 
Thank you for allowing me the opportunity to review this matter.
 
Sincerely,
You can say what you think when you think what you say.

Offline EJB

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Re: HELP ELAL DENIES BOARDING FOR NO REASON
« Reply #137 on: February 24, 2016, 11:17:35 AM »
Wow!!!! That sucks!!!!

You going to court?

Offline ilherman

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Re: HELP ELAL DENIES BOARDING FOR NO REASON
« Reply #138 on: February 24, 2016, 11:33:10 AM »
Probably.
You can say what you think when you think what you say.

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Re: HELP ELAL DENIES BOARDING FOR NO REASON
« Reply #139 on: February 24, 2016, 12:22:03 PM »
Probably.

you should, good luck.. hopefully that Ronnie guy will have to show up & answer for himself

Offline Sig

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Re: HELP ELAL DENIES BOARDING FOR NO REASON
« Reply #140 on: February 24, 2016, 01:27:08 PM »
Small claims court is cheap and easy, highly recommend you give it a try.

Offline ilherman

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Re: HELP ELAL DENIES BOARDING FOR NO REASON
« Reply #141 on: February 24, 2016, 08:21:36 PM »
Well, the DoT rep assigned to my case should change his signature from

Aviation Consumer Protection Division
Office of Aviation Enforcement and Proceedings

to

Aviation Airline Protection Division
Office of Aviation Enforcement and Proceedings

When I asked him why I am not eligible for DB compensation since I was booked in J and was denied J he answered as follows. This is beyond... What should be the difference if there were actually oversold or not..

Dear Mr. ************

Allow me to clarify, denied boarding for a flight that was not in an oversold situation is not a regulated area.  It does not fall under Rule 250 Overbooking,  that you have provided in the link in the email from your attorney.  We do not required airlines to provide compensation in this instance, however, some airlines would offer a good will gesture. This is entirely up to them. 
 
The Department notes that much of the complaint relates to the perceived actions of the customer service agent and manager.  These are customer service issues that do not implicate 14 CFR Part 250.  As such, the Department is unable to assist in that area, we do not mediate individual consumer complaints nor negotiate compensation for consumers.

At this juncture, there is no information that the carrier is in violation of our regulation as the carrier states the flight went out with available seats in all cabins, as previously noted.

Again, it does not appear that EL AL has violated any of our regulations and the Department does not mediate between consumers and carriers.  Therefore, if you  feel additional financial compensation is warranted, they have the right to pursue the matter in the courts, such as small claims courts within their local jurisdiction.

I hope this information is helpful.
Sincerely,

***** ******
Aviation Consumer Airline Protection Division
Office of Aviation Enforcement and Proceedings
You can say what you think when you think what you say.

Offline yelped

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Re: HELP ELAL DENIES BOARDING FOR NO REASON
« Reply #142 on: February 24, 2016, 08:42:59 PM »
Does it say in their regulations that the reason for denying boarding has to be due to overbooking? Or just that it has to be a valid reason, such as health, security etc. Also, can't you sue them under the Israeli Aviation law as well?

Offline cholent

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Re: HELP ELAL DENIES BOARDING FOR NO REASON
« Reply #143 on: February 24, 2016, 11:25:33 PM »
Does it say in their regulations that the reason for denying boarding has to be due to overbooking? Or just that it has to be a valid reason, such as health, security etc. Also, can't you sue them under the Israeli Aviation law as well?
Just looked it up and yes it specifically refers to denied boarding due to overbooking. It also says that moving a passenger to a lower class is acceptable, they just need to refund the fare difference
Don't ask stupid questions and you won't get stupid answers

Offline ilherman

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Re: HELP ELAL DENIES BOARDING FOR NO REASON
« Reply #144 on: February 25, 2016, 12:02:15 AM »
Just looked it up and yes it specifically refers to denied boarding due to overbooking. It also says that moving a passenger to a lower class is acceptable, they just need to refund the fare difference
Where did you see that? On elal.com?
You can say what you think when you think what you say.

Offline cholent

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Re: HELP ELAL DENIES BOARDING FOR NO REASON
« Reply #145 on: February 25, 2016, 12:18:32 AM »
Where did you see that? On elal.com?
I googled "denied boarding compensation" and found the law
Don't ask stupid questions and you won't get stupid answers

Offline ilherman

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Re: HELP ELAL DENIES BOARDING FOR NO REASON
« Reply #146 on: February 25, 2016, 09:46:09 AM »
I googled "denied boarding compensation" and found the law
Link?
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Re: HELP ELAL DENIES BOARDING FOR NO REASON
« Reply #147 on: February 25, 2016, 09:47:59 AM »
Don't ask stupid questions and you won't get stupid answers

Offline mawmaw

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Re: HELP ELAL DENIES BOARDING FOR NO REASON
« Reply #148 on: February 25, 2016, 08:38:21 PM »
IME SCC is a good way to go grate chance Elal wont show up

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Re: HELP ELAL DENIES BOARDING FOR NO REASON
« Reply #149 on: February 25, 2016, 08:42:11 PM »
If they lose in SCC, can they blacklist you for revenge?
^^^