After being grounded for 12 hours in Berlin, a mother and daughter were owed both compensation and a rebooked flight. All they got were nonsensical responses from customer service.

Dear Tripped Up,

Last March, my daughter and I were headed from Berlin, where she was studying, to Italy for her spring break. Our 8:50 p.m. Ryanair flight to Rome was delayed for several hours and eventually postponed to the next morning at 6 a.m. We were given the address of a hotel and told we would be reimbursed for it, as well as transportation and meals, according to European air passenger protections. The hotel was full, so we found an alternative nearby for 61 euros. As a backup plan in case our flight was canceled, I reserved a second “Flexi Plus” Ryanair flight for the next evening, for $908 total, that would allow us to postpone for a future date as long

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