Recently, we went from Sydney to Vietnam, sort of 2 weeks there; on to Frankfurt and returned to Sydney (transiting through Vietnam).
But, what a disaster. Sydney was very helpful and assured us that we need a visa for the stopover (going over) but no visa would be required for the trip home.
Well, they should have told Germany, we flew business class and when we turned up for the return leg (Frankfurt - Hanoi - Saigon - Sydney) we were deenied boarding in Frankfurt.
No visa, no boarding and no matter what we told them, the answer was NO.
Yes, they did take us the next day, avoiding Hanoi, but we were stuck in Frankfurt for 24 hours; this is clearly a breach of contract (with Vietnam Airlines Australia) and for weeks now we are trying to get compensation for that wasted day.
But, Vietnam Airlines Frankfurt , well, they sent us a letter of apology but thats where it all ended and Vietnam Airlines Sydney is also unable to get Germany to respond with a clearcut answer: why?
There is NO visa required transiting through Vietnam if you flights are all booked through and the stay in Vietnam is confined to one calender day but the Germans, well, they thought they knew it all but they were wrong and we had the inconvenience of being left without transport.
But, we have not given up, we are seeking compensation and we will get it, no matter how long it takes.
#1 herbcorella has been a member since 12/11/2011. Posts: 5
You go Herb! I have had some similar experiences before the key word you need to use and keep in mind is... unacceptable. Just decide what you want as a fair compensation and don't give up til you get it.
Well, after weeks and weeks of buck passing Germany has finally conceeded defeat.
Yes, we were wrong to deny boarding and, again after a lot of emails there and back have no offered us a Euro 400 compensation for the trouble we had to endure.
Now, this was arranged on December 1 BUT, now some 4 weeks later we have not seen the money but were, again, promised: soon.
Sorry, they should be doing better
#3 herbcorella has been a member since 12/11/2011. Posts: 5
Hey Herb, glad to hear you succeeded in beating the giants. Once they send you an email stating that they will pay you, then its just a matter of time. You have to be patient and persistent. You have an email proof of their office stating they owe you money, and that's that. I had a similar situation with Cirque du Soliel in July (there customer service is great, but) it took them til December to send a check in the mail. Yes these companies should do better, but once they conceed the only thing you can do is stay on top of them and wait, give them a call once or twice a week. You do have to remember that they probably have to ask for approval to send you a check along with a bunch of bureaucratic BS. Be patient. Good Job.