Airline OK’d one person’s refund but not colleague’s

| I was supposed to fly from Porto, Portugal, to Washington, D.C., via Newark, N.J., on United Airlines. My departure time was 12:55 p.m., but we had an 11-hour delay.

United Airlines gave me meal vouchers but would not provide transportation or accommodations. Instead, the airline offered the option of leaving the next day, but with an eventual arrival into Dulles International Airport, rather than Reagan National Airport, which I accepted.

I spent the night in Porto, taking a cab to a hotel. A colleague, who was on the same flight, accepted a different routing, and spent the night in Newark. United Airlines offered him $738 in compensation under EU 261, the European consumer protection regulation. I cited his case, not mentioning him by name. United told me it had made a “mistake.”

I have read the regulation, as well as the experiences of dozens of other travelers, and believe I am due the same $738 compensation. I’ve been polite and professional. United has offered no fewer than three different — and inaccurate — reasons EU 261 doesn’t apply. The airline says the flight was canceled. Then it says it diverted the flight. And finally, it claims the crew needed rest time.

United mysteriously emailed me a $500 travel voucher link. To redeem it, I have to click a button that releases the airline of all liability. Can you help me get the $738?