When Brittany Gilroy’s Airberlin flight is oversold, the airline promises her 30,000 miles as compensation – and doesn’t follow through. What is Gilroy entitled to? And can our advocates shake it loose?
Question: I recently purchased a ticket on Airberlin from Düsseldorf, Germany, to Kennedy Airport in New York. When I was unable to check in online and print a boarding pass for my flight, I decided to get my boarding pass at the airport.
Unfortunately, my flight was oversold and I was denied boarding. An Airberlin representative told me that I would receive 30,000 frequent flyer miles on Airberlin as compensation, but I don’t live in Germany and can’t use the miles. When I pointed this out to the representative, she then told me I was entitled to the cost of my flight under European Union Rule 261.
I tried contacting Airberlin by both phone and email, but the only response I’ve received told me that I have to submit a request for a refund using Airberlin’s online complaint form or by letter, because it isn’t possible for the guest relations team, which is responsible for handling complaints, to resolve them by phone or email.
Airberlin offered me only 50 euros as compensation for being bumped, which is completely unfair. Can you help me get the cost of my flight refunded? — Brittany Gilroy, New York