Cara ADUC
Lettera del consumatore
Domanda
16 marzo 2007
Spett.le Aduc, Mi riferisco alla mia lettera pubblicata nel Vs sito in data 10/2/07. Seguendo il Vs consiglio, il 12/2/07 inviai lettera A/R alla Ryanair, chiedendo il risarcimento per i danni subiti. In risposta, ho ricevuto dalla Ryanair l'e-mail del 3/9/07, che Vi allego. Come era ovvio, in prima battuta, non mi riconoscono alcun compenso monetario per danni subiti. Mi invitano a contattare la mia assicurazione ("contact your travel insurer to initiate a claim") che, peraltro, non mi risulta debba essere obbligatoriamente sottoscritta per sperare di avere risarcimenti in caso di eventuali disservizi nei voli. Infatti, dalla lettura della carta dei Diritti del Passeggero, da quanto riportato in materia sul sito dell'ENAC (http://www.enac-italia.it/documents/cp/CartaDirittiPax5ediz.asp "Si ricorda che qualunque richiesta, anche di carattere risarcitorio, va indirizzata in prima istanza alla compagnia aerea con la quale si è stipulato il contratto di trasporto") e, inoltre, dal comunicato stampa pubblicato sul Vs sito in data 31/7/06 ("VOLO CANCELLATO. I DIRITTI DEL PASSEGGERO"), risulta che la richiesta di risarcimento debba essere indirizzata in prima istanza al vettore aereo (cioè alla Ryanair). Tenuto conto di tutto ciò, Vi sarei grata se voleste rispondere alle mie seguenti domande:
1) E' corretto arguire che stipulare un'assicurazione sia una opzione personale del passeggero che, peraltro, non esime il vettore dal dover far fronte al risarcimento di danni derivanti da disservizi?
2) Val la pena rispondere all'e-mail, ricordando alla Ryanair le normative vigenti, o è solo perdita di tempo?
3) Al Giudice di Pace posso rivolgermi anche se la controparte è persona giuridica residente all'estero?
4) Tenuto conto che ne "IL REGOLAMENTO (CE) N. 261/2004 (negato imbarco, cancellazione o ritardo volo)" pubblicato nel Vs sito, è riportata la seguente definizione "vettore aereo operativo: un vettore aereo che opera o intende operare un volo nell'ambito di un contratto con un passeggero o per conto di un'altra persona, fisica o giuridica, che abbia concluso un contratto con tale passeggero", si può individuare come vettore aereo operativo l'Aeroporto di Ciampino?
5) In questo caso, potrei in seconda istanza, chiedere il risarcimento a detto aeroporto? Suppongo sia più facile e meno oneroso per il cittadino citare una persona giuridica residente in territorio italiano. Grazie per la Vs cortese attenzione. Più sotto allego rispettivamente la lettera inviata a Ryanair e la risposta ricevuta. Cordiali saluti.
Marcella, da Cagliari
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Dear Sirs, on January 27th, 2007, we would travel with Ryanair from Rome-Ciampino to Stockholm-Skavsta. After waiting for more than two hours at the gate, after passing through customs and security, a Ryanair representative announced, at around 11:00 am, that the flight was cancelled. On the spot, we expressed concern that we had reserved and entirely paid a hotel room in Stockholm for six nights, and we needed to have information about another flight that could transport us to our final destination. But, after the cancellation announcement, we were kept waiting at the gate for several hours, left with empty stomachs as Ryanair neglected to provide us with a meal, to provide with a sleeping accommodation, and any information concerning the possibility to be transferred to another airport to catch up another flight. Moreover, after a queue of about two hours at the Ryanair desk, the representatives didn't provide us with another international line to Stockholm, neither for the same day nor for the next/following days (Please remember the EU Regulation (EC) No. 261/2004, also cited in your website, which states "in the case of denied boarding, flight cancellation or a delay in excess of two hours you will be provided at the airport with a written notice setting out the rules for compensation and assistance in line with such Regulation). So, we came to Rome to find a Hotel for the night of 27/01, and to catch up another flight with another Company (in your website no sites in your flights were available until Tuesday, 30 January). Nevertheless, we didn't reach the Stockholm hotel and, as a result, the night accommodation of 27 January were lost but billed by the hotel, with a consequent unpleasant financial loss. Furthermore, we arrived to Stockholm the 29 January at 01.00 in the morning, so loosing another day of holydays and with great troubles, caused from the arrival time, to reach our hotel in the city. Afterwards, we are entitled to claim compensation by Ryanair for the following financial losses and damages to two passengers:
- Reimbursement for the middle cost (full cost: Î 111.54) of two tickets Î 55,77.
- Compensation for overnight stay at Rome (27 Jan.) Î 200,00.
- Reimbursement for the full cost of two tickets from Rome-Ciampino to Stockholm - (departures 28 Jan., by Sterling) Î 290,00.
- Reimbursement for the hotel room's cost for one night (27 Jan)Î 97,00.
- Compensation for partially spoilt holydays Î 400,00.
- Compensation for due and not compensated costs (transport costs incurred from a different arrival airport in the same city, reasonable meals and refreshments. during the waiting, hotel accommodation where a stay becomes necessary, transport. Between the airport and that hotel, two telephone calls, telex, fax messages or e-mail see the Art. 9) - EU Regulation (EC) No. 261/2004 Î 300,00.
- Compensation for 2 hours or more where the flight is for 1500 kms or less (Art. 7 - EU Regulation (EC) No. 261/2004) x 2 passengers Î 800,00 - Compensation for lack of information every 30 min, by written notice including the regulation concerning the money compensation and assistance according to Regulation (EC) No. 261/2004 Î 200,00 - postage Î 20,00 Total Î 2362,77. The previous refund claim is to intended for the two passengers in object. Please correspond, by not transferable bank draft, the previous total cost, not later than 30 days and so divided, to: Marcella, (Italy) Francesca. Î 1181,38 Please reply not later than 15 days from the acknowledgment of our letter, if not we will proceed against you, supported by several Consumers' Associations, which specially protect the tourists, also charging an account to you for further costs and spoils. As we also send this letter to your Italian Agency, you can give to it this refund claim to make easy the dispatch affair. Moreover, in case of no reply, we will also inform the Italian Civil Aviation Authority (ENAC-Italy) of your all misbehaviours to EU Regulation (EC) No. 261/2004, also demanding the application the sanctions against your Company envisaged by the Decreto Legislativo 27 Gennaio 2006, n° 69: "Disposizioni sanzionatorie per la violazione del Regolamento (CE) n° 261/2004 che istituisce regole comuni in materia di compensazione ed assistenza dei passeggeri in caso di negato imbarco, cancellazione del volo o di ritardo prolungato" ("Sanctioning dispositions for transgression of the EU Regulation (EC) No. 261/2004, which establish common rules in matter of compensation and assistance of the passengers in cases of denied board, flight cancellation and long delay"), with considerable outlay for you. Without Prejudice. Dear Following your recent correspondence to us regarding booking confirmation number HI5FCL. On behalf of Ryanair, we sincerely apologise for the disruption to your recent flight with us. Ryanair is committed to providing on time services for all passengers and continues to be the No. 1 on-time airline with the lowest level of flight cancellations in Europe, as detailed in audited statistics issued by the UK Civil Aviation Authority. However, notwithstanding the above, there are rare occasions such as adverse weather conditions, unexpected flight safety problems, strikes security risks that affect our flight operation. We sincerely apologise that your flight was one of those occasional flights disrupted. As your flight disruption was outside of the control of Ryanair, we regret to advise you that no monetary compensation is due in this instance. Should you have incurred any additional expenses in relation to this flight disruption, contact your travel insurer to initiate a claim. Please note that UK and Irish residents who purchased Ryanair's (Primary) travel insurance receive cover for Travel Disruption - see Section H of your travel insurance policy for details. As you did not travel on your booked flight(s) a refund of EUR52.00 has been processed back to the original form of payment used when making your flight reservation. Your bank may then take 5-7 working days to process this refund amount back to your account. Yours sincerely RYANAIR Passenger compensation department.
1) E' corretto arguire che stipulare un'assicurazione sia una opzione personale del passeggero che, peraltro, non esime il vettore dal dover far fronte al risarcimento di danni derivanti da disservizi?
2) Val la pena rispondere all'e-mail, ricordando alla Ryanair le normative vigenti, o è solo perdita di tempo?
3) Al Giudice di Pace posso rivolgermi anche se la controparte è persona giuridica residente all'estero?
4) Tenuto conto che ne "IL REGOLAMENTO (CE) N. 261/2004 (negato imbarco, cancellazione o ritardo volo)" pubblicato nel Vs sito, è riportata la seguente definizione "vettore aereo operativo: un vettore aereo che opera o intende operare un volo nell'ambito di un contratto con un passeggero o per conto di un'altra persona, fisica o giuridica, che abbia concluso un contratto con tale passeggero", si può individuare come vettore aereo operativo l'Aeroporto di Ciampino?
5) In questo caso, potrei in seconda istanza, chiedere il risarcimento a detto aeroporto? Suppongo sia più facile e meno oneroso per il cittadino citare una persona giuridica residente in territorio italiano. Grazie per la Vs cortese attenzione. Più sotto allego rispettivamente la lettera inviata a Ryanair e la risposta ricevuta. Cordiali saluti.
Marcella, da Cagliari
---------
Dear Sirs, on January 27th, 2007, we would travel with Ryanair from Rome-Ciampino to Stockholm-Skavsta. After waiting for more than two hours at the gate, after passing through customs and security, a Ryanair representative announced, at around 11:00 am, that the flight was cancelled. On the spot, we expressed concern that we had reserved and entirely paid a hotel room in Stockholm for six nights, and we needed to have information about another flight that could transport us to our final destination. But, after the cancellation announcement, we were kept waiting at the gate for several hours, left with empty stomachs as Ryanair neglected to provide us with a meal, to provide with a sleeping accommodation, and any information concerning the possibility to be transferred to another airport to catch up another flight. Moreover, after a queue of about two hours at the Ryanair desk, the representatives didn't provide us with another international line to Stockholm, neither for the same day nor for the next/following days (Please remember the EU Regulation (EC) No. 261/2004, also cited in your website, which states "in the case of denied boarding, flight cancellation or a delay in excess of two hours you will be provided at the airport with a written notice setting out the rules for compensation and assistance in line with such Regulation). So, we came to Rome to find a Hotel for the night of 27/01, and to catch up another flight with another Company (in your website no sites in your flights were available until Tuesday, 30 January). Nevertheless, we didn't reach the Stockholm hotel and, as a result, the night accommodation of 27 January were lost but billed by the hotel, with a consequent unpleasant financial loss. Furthermore, we arrived to Stockholm the 29 January at 01.00 in the morning, so loosing another day of holydays and with great troubles, caused from the arrival time, to reach our hotel in the city. Afterwards, we are entitled to claim compensation by Ryanair for the following financial losses and damages to two passengers:
- Reimbursement for the middle cost (full cost: Î 111.54) of two tickets Î 55,77.
- Compensation for overnight stay at Rome (27 Jan.) Î 200,00.
- Reimbursement for the full cost of two tickets from Rome-Ciampino to Stockholm - (departures 28 Jan., by Sterling) Î 290,00.
- Reimbursement for the hotel room's cost for one night (27 Jan)Î 97,00.
- Compensation for partially spoilt holydays Î 400,00.
- Compensation for due and not compensated costs (transport costs incurred from a different arrival airport in the same city, reasonable meals and refreshments. during the waiting, hotel accommodation where a stay becomes necessary, transport. Between the airport and that hotel, two telephone calls, telex, fax messages or e-mail see the Art. 9) - EU Regulation (EC) No. 261/2004 Î 300,00.
- Compensation for 2 hours or more where the flight is for 1500 kms or less (Art. 7 - EU Regulation (EC) No. 261/2004) x 2 passengers Î 800,00 - Compensation for lack of information every 30 min, by written notice including the regulation concerning the money compensation and assistance according to Regulation (EC) No. 261/2004 Î 200,00 - postage Î 20,00 Total Î 2362,77. The previous refund claim is to intended for the two passengers in object. Please correspond, by not transferable bank draft, the previous total cost, not later than 30 days and so divided, to: Marcella, (Italy) Francesca. Î 1181,38 Please reply not later than 15 days from the acknowledgment of our letter, if not we will proceed against you, supported by several Consumers' Associations, which specially protect the tourists, also charging an account to you for further costs and spoils. As we also send this letter to your Italian Agency, you can give to it this refund claim to make easy the dispatch affair. Moreover, in case of no reply, we will also inform the Italian Civil Aviation Authority (ENAC-Italy) of your all misbehaviours to EU Regulation (EC) No. 261/2004, also demanding the application the sanctions against your Company envisaged by the Decreto Legislativo 27 Gennaio 2006, n° 69: "Disposizioni sanzionatorie per la violazione del Regolamento (CE) n° 261/2004 che istituisce regole comuni in materia di compensazione ed assistenza dei passeggeri in caso di negato imbarco, cancellazione del volo o di ritardo prolungato" ("Sanctioning dispositions for transgression of the EU Regulation (EC) No. 261/2004, which establish common rules in matter of compensation and assistance of the passengers in cases of denied board, flight cancellation and long delay"), with considerable outlay for you. Without Prejudice. Dear Following your recent correspondence to us regarding booking confirmation number HI5FCL. On behalf of Ryanair, we sincerely apologise for the disruption to your recent flight with us. Ryanair is committed to providing on time services for all passengers and continues to be the No. 1 on-time airline with the lowest level of flight cancellations in Europe, as detailed in audited statistics issued by the UK Civil Aviation Authority. However, notwithstanding the above, there are rare occasions such as adverse weather conditions, unexpected flight safety problems, strikes security risks that affect our flight operation. We sincerely apologise that your flight was one of those occasional flights disrupted. As your flight disruption was outside of the control of Ryanair, we regret to advise you that no monetary compensation is due in this instance. Should you have incurred any additional expenses in relation to this flight disruption, contact your travel insurer to initiate a claim. Please note that UK and Irish residents who purchased Ryanair's (Primary) travel insurance receive cover for Travel Disruption - see Section H of your travel insurance policy for details. As you did not travel on your booked flight(s) a refund of EUR52.00 has been processed back to the original form of payment used when making your flight reservation. Your bank may then take 5-7 working days to process this refund amount back to your account. Yours sincerely RYANAIR Passenger compensation department.
Risposta ADUC
Rispondiamo sinteticamente:
1) Si, non esiste alcun obbligo a sottoscrivere un assicurazione, la carta dei diritti del passeggero, come dice lei, parla chiaro.
2) Se ha gia' inviato una messa in mora puo' anche non rispondere. Dovra', pero', avviare una procedura di contenzioso preceduta da un tentativo conciliativo.
3) Se la controparte ha sede solo all'estero dovra', come gia' ipotizzato nella precedente risposta, agire fuori Italia, appoggiandosi ad un legale o ad un'associazione locale (le abbiamo gia' inviato un link utile a tal scopo);
4) e 5) crediamo di no. Il contratto e' con il vettore aereo, almeno supponiamo. In tutti i casi la controparte e' quella CONTRATTUALE, non eventuali intermediari;
1) Si, non esiste alcun obbligo a sottoscrivere un assicurazione, la carta dei diritti del passeggero, come dice lei, parla chiaro.
2) Se ha gia' inviato una messa in mora puo' anche non rispondere. Dovra', pero', avviare una procedura di contenzioso preceduta da un tentativo conciliativo.
3) Se la controparte ha sede solo all'estero dovra', come gia' ipotizzato nella precedente risposta, agire fuori Italia, appoggiandosi ad un legale o ad un'associazione locale (le abbiamo gia' inviato un link utile a tal scopo);
4) e 5) crediamo di no. Il contratto e' con il vettore aereo, almeno supponiamo. In tutti i casi la controparte e' quella CONTRATTUALE, non eventuali intermediari;
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