Culture of experimentation

Steven Bartlett, a renowned entrepreneur and thought leader, champions the culture of experimentation as a cornerstone of innovation and success. He posits that true innovation requires a paradigm shift, where failures are not seen as setbacks but as essential milestones in the journey toward discovery and progress. According to Bartlett, the number of attempts and subsequent failures one accumulates is directly proportional to the opportunities for learning, growth, and eventually, breakthroughs. This philosophy encourages teams to embrace risks and view each experiment not as a potential error, but as a step closer to achieving something revolutionary. By measuring success through attempts rather than just conventional victories, teams can cultivate a resilient, forward-thinking mindset that is unafraid of challenges and driven by curiosity. Bartlett's approach motivates individuals and teams alike to experiment regularly, fostering an environment where innovation is not just encouraged but celebrated, regardless of the immediate outcomes. This cultural shift can lead to unprecedented ideas and solutions, propelling the team and the organization toward greater heights.

Compensation for flight delays

Introduction

I decided to explore the process and potential benefits of claiming compensation for flight delays. The main question I sought to answer was: Is it worthwhile to invest time and effort into claiming money for a delay from an airline? Specifically, I aimed to understand the thresholds for delay times and the corresponding amounts of compensation one can receive.

Experiment Details

Scenario Description

Flight Path: My journey consisted of a connecting flight from Holguin (Cuba) to Zurich (Switzerland), via Frankfurt (Germany). The initial leg was operated by Condor, while the connecting flight was with Lufthansa.
Delay Occurrence: The Condor flight landed 30 minutes late, making the transition to the Lufthansa flight leaving in less than 30 minutes impossible. We were automatically rebooked to another Lufthansa flight that was scheduled ca. three hours later. This connecting flight got delayed by 20 minutes. The total delay of the entire trip was three and a half hours.

Initial Hypothesis

Both our flights were booked on a single ticket (via Condor's website) making one company (Condor) responsible for the entire trip. I assumed that there might be a possibility to get certain compensation.

Action Taken

First Contact: I filed a Complaint with Condor (Condor Complaint Service) to claim compensation but was initially rejected because the delay of the Condor's flight was less than three hours.
Second Contact: After a failed attempt with Condor, I tried my luck with Lufthansa (Lufthansa Feedback Form), only to learn that they were not responsible for the overall delay.
Resolution: I then replied to the email of the Condor's complaint by providing detailed evidence of the total delay, including the subsequent connection's delay. Condor agreed to pay a refund, acknowledging that they were responsible for the cumulative delay of more than three hours.

Findings

Compensation Thresholds

A delay exceeding three hours on a long-leg trip qualifies for a 50% refund, which amounted to €300 per passanger in my case.
Delays surpassing four hours lead to a refund of €600 for long-leg flights.

Key Learning Points

Documentation is Crucial: Record precise departure and arrival times, keep boarding passes (especially pay attention to keeping the paper one!), and maintain all related documents (e.g. booking confirmation, any notifications of delays and rebookings). It is essential for a successful claim!
Persistence Pays Off: Initial rejections should not deter one from pursuing a claim, especially when equipped with full documentation.

Unexpected Challenges

A significant portion of time was spent retrieving digital copies of boarding passes, highlighting the importance of keeping physical copies.

Conclusion

It is indeed viable to seek compensation for significant flight delays, contingent on thorough documentation and persistence. However, for delays under three hours, the effort will most likely not result into any compensation.

What to make better in case of future flight delays

Immediate Documentation: Always note down the exact times of departure and arrival and retain all travel documents including any paper evidence.
Understand Your Rights: Familiarize yourself with airline compensation policies and passenger rights before the flight (e.g. Condor Passenger Rights).
Prepare for Rejections: Be ready to provide comprehensive evidence and counter initial rejections from airlines.
Professional help: Although I didn't require it, there seems to be an asisstance provided to passengers regarding claims: AirHelp.