Dear Shenzhen Airlines team,
My name is Daniel Luque, and I would like to file a complaint and request a refund or compensation due to the delays and issues experienced during our journey from Barcelona to Hanoi, which took place between June 16 and 17.
The passengers affected are: Daniel Luque, Marta de Saa, Sisard Fatess, and Julia Noguera.
My passport number is: PAV830034.
The itinerary consisted of a first flight from Barcelona to Shenzhen, flight number ZH0866, on June 16, and a second flight (as a layover) from Shenzhen to Hanoi, flight number ZH0103. The expected arrival time in Hanoi was 14:00 on June 17.
The first flight was delayed by almost 2 hours upon landing, with no information provided at any point. However, the main issue occurred with the second flight, which was scheduled to depart at 13:00 and eventually took off at 18:00, arriving in Hanoi at 19:30, over 5 hours later than scheduled. There were gate changes without any announcement, a complete lack of communication or support, rude treatment, and general disorganization.
We were deeply affected by the situation. The delay caused us to miss onward transportation and created significant inconvenience. Moreover, you failed to provide written communication at any time, which violates the European passenger rights regulation and our right to compensation.
According to EU Regulation (EC) No. 261/2004, flights departing from the EU and arriving more than 3 hours late (as in our case) are entitled to up to €600 in compensation per passenger for inconvenience and damages.
We are extremely dissatisfied with the overall service and treatment, especially given the high cost of the tickets. Additional issues included:
My checked luggage (Daniel Luque) was opened without explanation.
Julia Noguera did not receive the pre-ordered meal selected during check-in.
No clear or official information was ever provided.
No email or written notice regarding the delays was sent.
The boarding gate was changed with minimal notice.
The aircraft type was changed without prior communication.
Staff was rude and unhelpful.
Due to all of the above, we are formally requesting the compensation legally due as soon as possible.
Thank you in advance for your attention and response.
Sincerely,
Daniel Luque, DNI:46492568T
Spain
SOLICITO la compensación económica que corresponde conforme a la legislación europea más los gastos abonados motivados por el retraso. Sin otro particular, atentamente. Recuerda no incluir ningún dato personal o sensible, ni tuyo ni de un tercero, como puede ser nombre, apellidos, DNI, número de teléfono, dirección postal, cuenta y tarjeta bancaria, email… Nota informativa: El Reglamento 261/2004 sobre compensación y asistencia a los pasajeros aéreos en caso de denegación de embarque y de cancelación o gran retraso de los vuelos, es aplicable a todos los vuelos que: - Salen de un Aeropuerto de la Unión Europea, además de Islandia, Noruega y Suiza - Salen de un Aeropuerto en un tercer país y se dirigen a un Aeropuerto de la Unión Europea, además de Islandia, Noruega y Suiza, cuando la compañía aérea sea de la Unión Europea
