myTobago – your questions, review and comment about Tobago

I'm hoping someone can give me some advice and information here.

We were booked on BW900 which was supposed to go from Trinidad to Heathrow with a stop at Antigua.

When we got to Trinidad, we were told that the flight was going to be on a World Airways plane which was operating the flight for BWIA (and there was apparently a BWIA representative on board). Apart from the fact that we left Piarco nearly an hour late there was no problem and we landed at Antigua as expected.

At Antigua a lot more passengers joined the aircraft, and we took on fuel. Sometime after 10.00pm we taxied out to the end of the runway, and then accelerated down it.

Just as we got to V2 and rotation, there were 3 loud bangs and the aircraft shuddered as we took off. We didn't seem to have as much power as normal, and a few seconds later, there were 3 or 4 more loud bangs which shook the plane. The aircraft seemed to climb really slowly and we levelled out very quickly (at 6000ft as we later found out).

Then the Captain made a classic announcement - "You may have noticed that we had a little problem on takeoff. One of our engines isn't working properly so we're just going to fly around for a while and dump some fuel before landing so a mechanic can have a look at the engine. But don't worry - we're still flying and everything is ok". Oh Yes?!?

So we flew round for ages dumping fuel, and then went back and landed at Antigua - fire crews in attendance. (The next day, coming back to the airport, we saw that the fuselage round the faulty engine was charred and black.) Was I scared - what do you think!

Anyway - we all got off-loaded and eventually had to fill in all the immigration forms to enter Antigua. After collecting our luggage, we all got taken to the Royal Antiguan hotel (who aren't equipped to check in an unexpected 180 guests at 11.30pm).

We finally got to a room at about 1.00 am - no food but at least the hotel had provided rum punch.

Next morning, we were told that breakfast would be provided and that an announcement would be made at 11.00am. We were also told that we could make 1 free phone call per passenger. Later this was changed and we were only allowed 1 call per family - which was a problem for us.

At 11.00, we were told that a flight would be provided at 8.30pm, and that transport would be provided at 5.00pm. So we did get lunch - but once again there was a problem in that initially we were told we had to check out of our rooms at 12.00 midday (although later this was changed to 3.00pm).

Taxis arrived at 4.45 onwards and we all got to the airport - to discover that Antigua doesn't have luggage scanning equipment, so EVERY single item of luggage has to be opened and searched by hand. We queued for 2 and a quarter hours to get through this check. Aaaagh!

Finally we got on the new BWIA plane that had flown in for us. And then the fun started! Somehow, check-in at Antigua had managed to produce a different number of passengers to the number of people on the plane. It took an hour to resolve!

When we finally took off, we had a perfect flight to Heathrow, and actually arrived on time at 9.25am - exactly 24 hours late.

My question to all you legal eagles and experts out there is - are we entitled to any compensation? I know we got accommodation and food, but were only allowed 1 phone call (we had to pay for another one and had to put it on credit since we had no currency that was acceptable) - and the delay caused all kinds of problems.

I was supposed to be at work on Friday 29.4 - and couldn't get there. Hugo had a car booked in for MOT, which has had to be rebooked.

Our flight was part of a package tour booked through Travel Collection/Kuoni - so should we contact them first or BWIA?

Any help or advice will be very welcome.

Thanks

Jane

Oh dear Jane had just responded to your post last night hoping you had a good flight home.

Ok now for aviation jargon. What you describe is in the normal for a bird strike on take-off (or debris on the runway) and the bangs you heard were the engine chucking out what had gone through its blades. Not a serious problem as you have other engines to lift the plane but a bird going through an engine damages the blades and therefore makes that engine inoperable. You have to fly and dump fuel and you take off weight will be to heavy to land on, as the plane is fully loaded for a trans atlantic flight. Also dumping fuel greatly reduces the chance of fire if there is a problem with landing. This is common aviation practice. (When I worked for the CAA at Gatwick we actually witnessed a plane taking off with fire from the left engine after a bird strike and all went to the top of the building to watch it return and land safely 45 minutes later after dumping fuel in the sea).

If it was due to any of the above you are not entitled to compensation, however if it was mechanical failure then you are. Write to Kuoni and outline all the additional costs you have incurred also check your travel insurance as this normally has provision for delayed flights. You can only claim from one though. Kuoni should contact BWIA for a full explanation as to what caused the delay, I have not heard anything here, but will ask a couple of people for you and let you know their view on it.

As for being scared. I would have got the boat home, I hate flying to much knowledge is a dangerous thing!!!

Hi Sharon,

Don't think it was a bird strike. Hugo seems to remember something being said about "compression ignition failure". I was too busy trying not to panic to remember anything!

Can't do anything until Tuesday anyway due to the Bank holiday here,but will examine our insurance policy closely first.

Appreciate the comments about engines - but the World MD11 only had 3 as opposed to the usual BWAI Airbus's 4. Somehow the ratio feels better on BWIA!!

Jane

Hi Jane,
I made a similar experience in march in Italy.
We were told to claim the travel insurance (within 2 days ..!) which paid for 1 day lost. It was not possible to claim the flight company directly because the contract we made (package) was with the tour operator.

Normally all packages include travel insurance so check immediately. Claim should be done in a short time.

Bye
Sandra

Dear Jane,
It would interesting to hear how you got on. BWIA are notorious for lack of customer support. I think there is even a forum setup to voice complaints and concerns with the quality of service provide.
http://www.airlinequality.com/Forum/bwia.htm

Henry

Hi,

Since our flight on BWIA was booked as part of a package arranged by Travel Collection (part of Kuoni) we are having to let Kuoni hassle BWIA to provide a letter for our insurance company to enable us to claim compensation for the delay. (They actually bought and paid for the flight on our behalf.)

As I post, we are still waiting for the letter (another phone call to Kuoni tomorrow I think!), but fortunately our insurance company does not place a time limit on claims, and are aware that it is BWIA that we are waiting for. (Quote - "Oh well it'll probably be quite a while until you can send in your claim then"!!)

Jane

YESSSS!!!!! RESULT!!!!!!

Finally received our confirmation of delay letter from BWIA today (7 weeks after we got back) so we can now claim on our travel insurance.

Also got very nice letter from Travel Collection/Kuoni apologising for delays. Customer services, and one lady in particular, have been extremely helpful in chasing BWIA for us.

Jane

My fiance and I are going to Tobago for our honeymoon, leaving 9/12 from New York/JFK on the BWIA 7:45A flight. This thread and the link to the "airlineequality.com" forum causes me a little concern about BWIA. I'm hoping that only folks with bad experiences take the time and effort to post something about an airline. After all if they do their job and everything goes smoothly, thats the way its SUPPOSED to happen, so why bother telling the world?

But just to allieviate my concerns, are there any fans of BWIA or folks who have travelled this airline who have had good experiences with it?

Thanks!

Hi Chris;
Just came back from Trinidad and Tobago - left on the 07:45 flight from JFK, BW426, via Barbados - I've had no problems going or coming. The flight both ways left and arrived on time. The only thing that was a bit of a hassle it that on the return when you arrive in Barbados, after pasengers for Barbados have disembarked the aircraft, Barbados security personnel board the aircraft and you must show your travel docluments(passport/visa etc) and Identify your hand luggage on board the aircraft. These are mandated by the FAA in the aftermath of 9/11. Other than that, I had no problems. The aircraft used is a Boeing 737-800.
After you land in Trindad and clear immigration/customs, you must walk over to the Tobago express terminal with your bags and checkin for your onward Tobago flight. There are porters available at Piarco to carry your bags for you.
Roger.

Thanks Roger! makes me feel a little better!

Hi Chris,

Our problem was not with BWIA as such. We were unfortunate enough to have a problem on a flight which was being run for BWIA by World Airways.

We have travelled with BWIA several times - and would certainly do so again. The cabin crew are always relaxed and friendly and actual BWIA aircraft are quiet adequate in terms of comfort etc - in our opinion.

Hope this helps

Jane