Gambia Experience Complaints

On Monday 4th of November 2013 I paid £ 321.30 to Gambia Experience for a seat on the MON5395 flight which was due to fly on the 27th of May 2014 from Banjul to Gatwick. My booking reference is G2357225 and my point of contact was Annabel Oman.

EU Regulation 2111/2005 - Failure To Notify Air Passengers Of A Change Of Carrier

The Gambia Experience states on their website, 'In accordance with EU Regulation 2111/2005 we are required to advise you of the actual carrier operating your flight/connecting flight/transfer. We do this by listing carriers to be used or likely to be used as follows: Monarch Airlines, Thomas Cook Airlines and TAP Portugal. Any changes to the actual airline after you have received your tickets will be notified to you as soon as possible and in all cases at check-in or at the boarding gate.'

On a TripAdvisor discussion forum concerning flights to attend the Roots Homecoming Festival planed for 9th - 16th May 2014, it appeares to have bee common knowledge as early as the 18th of December 2013 that Gambia Experience would be using Germanair and not Monarch for flights during the off season.

http://www.tripadvisor.com/ShowTopic-g293794-i9249-k7050693-Gambia_International_Roots_Festival_2014-Gambia.html#54749186

I have not received any notification that Gambia Experience had changed their carrier for my flight on the 27th of May 2014

EU Regulation 261/2004 - Failure To Notify Air Passengers Of Flight Cancellation

EU Regulation 261/2004 states that 'trouble and inconvenience to passengers caused by cancellation of flights should also be reduced. This should be achieved by inducing carriers to inform passengers of cancellations before the scheduled time of departure and in addition to offer them reasonable re- routing, so that the passengers can make other arrangements.

I have not received any notification that Gambia Experience had changed or cancelled my flight on the 27th of May 2014.

I was advised at the resort office that an email had been sent. I have not received any cancellation email but I have received these marketing emails from Gambia Experience this year, which would suggest that the emails are getting through

	From	Date		Subject

	The Gambia Experience	Jan 6, 2014	+	January Holidays from £299 | Save £152pp in March ...
	The Gambia Experience	Jan 9, 2014	+	January Holidays from £299 | Save £152pp in March ...
	The Gambia Experience	Jan 16, 2014	+	Update: Holidays from £299pp in our 5 day sale! | ...
	The Gambia Experience	Jan 15, 2014	+	Holidays from £299pp in our 5 day sale! | ALL holi...
	The Gambia Experience	Feb 24, 2014	+	Your Gambia flights voucher code expires 28th Feb ...
	The Gambia Experience	Feb 28, 2014	+	March holidays from £479pp | Sheraton savings up to £...
	The Gambia Experience	Mar 3, 2014	+	March holidays from £479pp | Sheraton savings up to £...
	The Gambia Experience	Apr 15, 2014	+	Direct Summer flights to The Gambia

EU Regulation 261/2004 - Failure To Notify Air Passengers Of Flight Cancellation Rights

EU Regulation 261/2004 states that passengers should be fully informed of their rights in the event of denied boarding and of cancellation or long delay of flights, so that they can effectively exercise their rights.

I was simply informed at the resort office in Senegambia on Monday 26th of May that there would not be a flight on Tuesday 27th of May and to come back tomorrow.

EU Regulation No 261/2004 - Entitlement To Compensation Due To Cancellation Of Flight

The changing of the carrier, the cancellation of the flight and the failure to notify me of the cancellation or my subsequent cancellation rights and entitlements are circumstances that were well within Gambia Experience's control.

The distance from Gatwick  to  Banjul  is 5980 km. EU Regulation 261/2004 states that compensation of €600 is payable to passengers on cancelled flights of more than 3,500 km.

EU Regulation No 261/2004 - Air Passengers 'Right to Care' Due To Flight Cancellation

EU Regulation 261/2004 states that passengers affected by flight cancellations shall be offered free of charge:

(a) meals and refreshments in a reasonable relation to the waiting time;

(b) hotel accommodation — where a stay of one or more nights becomes necessary, or — where a stay additional to that intended by the passenger becomes necessary;

(c) transport between the airport and place of accommodation (hotel or other)

EU Regulation No 261/2004 - Entitlement To Redress Due To Cancellation Of Flight

In their terms and conditions, Gambia Experience state, 'We are committed to a policy of fair trading and make every effort to ensure that you have an enjoyable holiday with us.'

I have always found this to be true.


So, I am saddened that after 25 years of travelling with Gambia Experience, and having booked 7 months in advance, I have been sold a ticket on a flight that does not exist. Furthermore, Gambia Experience's failure to deal with this situation has left me with family and business commitments in the UK that I can no longer honour.

EC Regulation 261/2004

Follow the link for a copy of the EC Regulation 261/2004 

5 things you need to know about EU Regulation 261/2004

In 2004, the European Union adopted tough new airline passenger rights regulations, and ever since then, it seems that air carriers have been trying to reinterpret the law to their advantage. As a result, I’ve received more than my fair share of questions about the rule, called Regulation (EC) No 261/2004.

Here are a few things you need to know about rule 261:

1. It applies to any EU airline flying from and to Europe. I’ve heard some airlines tell passengers that EU 261 doesn’t apply to them because they started their trip in the United States. Nonsense. Paragraph 6 states, “The protection accorded to passengers departing from an airport located in a Member State should be extended to those leaving an airport located in a third country for one situated in a Member State, when a Community carrier operates the flight.”

2. Charter or scheduled? It’s all the same. Another favorite loophole for airlines is to say it was a charter flight. Not so in Europe. See paragraph 5: “Since the distinction between scheduled and non-scheduled air services is weakening, such protection should apply to passengers not only on scheduled but also on non-scheduled flights, including those forming part of package tours.” (But see paragraph 16 for an important exception.)

3. If your flight is canceled, you’re owed a refund — or a flight you like. I’ve heard from some passengers who say airlines try to give them vouchers when a flight is canceled. That’s not how it works. See paragraph 13: “Passengers whose flights are canceled should be able either to obtain reimbursement of their tickets or to obtain rerouting under satisfactory conditions, and should be adequately cared for while awaiting a later flight.”

4. No surprises! Is your flight on time? Was it canceled? Who knows! EU 261 says you airline has to tell you. Carriers must, “inform passengers of cancellations before the scheduled time of departure and in addition to offer them reasonable rerouting, so that the passengers can make other arrangements,” according to the rule.

5. You have the right to know. Often, airlines like to keep passengers in the dark about what their rights are. But that’s wrong, according to EU 261, paragraph 20. “Passengers should be fully informed of their rights in the event of denied boarding and of cancellation or long delay of flights, so that they can effectively exercise their rights.”

If you’re flying on a European carrier, consider making a printout of this important rule. Don’t let the airlines — or even me — tell you what’s in EU 261

Precedent Cases EC Regulation 261/2004

Follow the link for Precedent Cases of EC Regulation 261/2004