Rights to expenses from airline after cancellation
Discussion
Currently abroad having had return flight cancelled by the airline yesterday (Sunday) afternoon, a few hours before departure.
We were offered a new flight….. on Tuesday late afternoon earliest, nearly 48hrs after the cancelled flight.
I have extremely important work commitments on Tuesday AM so we scrabbled to find the (rapidly diminishing in quantity and increasing in price…. w
kers) first available flight to London (different airport to outbound) Monday (today) eve, with a different airline.
We have shelled out for another night in a hotel, £300-ish on the new flights, and then a taxi to retrieve the car from Gatwick from Stansted late tonight, likely £140.
Whilst I understand the Compensation scheme for cancelled flights, what I am now concerned about is reclaiming the expenses.
On the phone to the airline’s call centre, enquiring about our options for accommodation, we were advised to make our own arrangements and submit an expenses claim. Some specifics were discussed, like no more than 3 stars, etc. On the same call we were then told we can also claim a refund for the cancelled flight and would we like to process that now rather than opt for their Tuesday flight. Yes, we said.
Some research by me now suggests that by accepting that refund, we have cancelled our contract with the airline and they no longer have any duty to cover expenses incurred, save for the statutory compensation payment of a few hundred quid each.
Is that correct and I now can’t get the new flights/accom/transport etc expenses back?!
Cheers
We were offered a new flight….. on Tuesday late afternoon earliest, nearly 48hrs after the cancelled flight.
I have extremely important work commitments on Tuesday AM so we scrabbled to find the (rapidly diminishing in quantity and increasing in price…. w
kers) first available flight to London (different airport to outbound) Monday (today) eve, with a different airline. We have shelled out for another night in a hotel, £300-ish on the new flights, and then a taxi to retrieve the car from Gatwick from Stansted late tonight, likely £140.
Whilst I understand the Compensation scheme for cancelled flights, what I am now concerned about is reclaiming the expenses.
On the phone to the airline’s call centre, enquiring about our options for accommodation, we were advised to make our own arrangements and submit an expenses claim. Some specifics were discussed, like no more than 3 stars, etc. On the same call we were then told we can also claim a refund for the cancelled flight and would we like to process that now rather than opt for their Tuesday flight. Yes, we said.
Some research by me now suggests that by accepting that refund, we have cancelled our contract with the airline and they no longer have any duty to cover expenses incurred, save for the statutory compensation payment of a few hundred quid each.
Is that correct and I now can’t get the new flights/accom/transport etc expenses back?!
Cheers
sugerbear said:
Had the same with BA. If you can find another flight with a different airline then the company should put you on that flight, comp is not limited to the EU minimum. Doesn't have to be the same airline, they have a responsbility to get you home.
Note "should".. most of them wont or will make it very difficult and expect you to stump up the cost and then claim it back. Or hope you sleep on the airport floor and save them money. (or expect you to claim on your insurance).
I ended up spending two extra days in Italy and everything was covered, I was in a slightly more difficult position of being one of nine so finding an available flight for us all was very difficult (bank holiday weekend didn't help).
Good luck.
Nice one - thanks.Note "should".. most of them wont or will make it very difficult and expect you to stump up the cost and then claim it back. Or hope you sleep on the airport floor and save them money. (or expect you to claim on your insurance).
I ended up spending two extra days in Italy and everything was covered, I was in a slightly more difficult position of being one of nine so finding an available flight for us all was very difficult (bank holiday weekend didn't help).
Good luck.
Had you requested a refund for the cancelled flight already, and therefore turned down their next available flight assistance, before booking your return with the other airline?
Thanks all.
Another severely delayed flight last night, on the verge of the 3hrs.... and back home.
This I suspect is the case:
"You have cancelled and got your money back. You have no more rights.
You should had asked the carrier to book you on that route. If they refused then you book and claim. You don't cancel ever."
As it was a small island airport, the alternative flights were, after the cancelation, rapidly disappearing and going up in price, so they were booked asap without asking the airline to do it, and secure a way home in time.
On the call to them, and in their "your options" email informing us of cancellation, they look to have been pretty deliberately vague, and almost too keen now I think about it, to offer an immediate refund, and what that means regarding your expenses incurred. The call to the helpline explicitly advised us to make own arrangements and use the expenses form.....after cancelling with them and accepting refund. I will suggest they listen to the recording.....
Never been in the situation before so will have to rely on insurance and also the EU Comp I suspect if the above fails - but i'll give it a go as they really did leave us in a difficult situation with next to no assistance.
Another severely delayed flight last night, on the verge of the 3hrs.... and back home.
This I suspect is the case:
"You have cancelled and got your money back. You have no more rights.
You should had asked the carrier to book you on that route. If they refused then you book and claim. You don't cancel ever."
As it was a small island airport, the alternative flights were, after the cancelation, rapidly disappearing and going up in price, so they were booked asap without asking the airline to do it, and secure a way home in time.
On the call to them, and in their "your options" email informing us of cancellation, they look to have been pretty deliberately vague, and almost too keen now I think about it, to offer an immediate refund, and what that means regarding your expenses incurred. The call to the helpline explicitly advised us to make own arrangements and use the expenses form.....after cancelling with them and accepting refund. I will suggest they listen to the recording.....
Never been in the situation before so will have to rely on insurance and also the EU Comp I suspect if the above fails - but i'll give it a go as they really did leave us in a difficult situation with next to no assistance.
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