![]() ![]() Gill takes on a different case each week – so please send your problems to her for consideration at give your full name and, if your dispute is with a travel company, your address, telephone number and any booking reference. Learn how to get the right travel cover before you go. Reader Service: It's more important than ever to have holiday cancellation insurance. After a series of “I don’t understand your question” responses, the bot gave up – and up popped the option “Talk to an agent”.Ī “live” agent eventually took over the messaging and finally provided me with a link to the relevant claim form: /support/forms/post-travel-enquiry.Ĭomplete this and you should receive a response within 28 days – though it may well take longer. Airline websites rarely make it easy for consumers to find the process by which they can apply for refunds of expenses and compensation under Regulation 261 (British Airways is a rare exception) but it is the “operating carrier”, Aer Lingus, which is responsible for processing your claim. Instead, it is the £520 sum you receive under Regulation 261 which is expressly designed to compensate for these kinds of “consequential” losses caused by a delayed or cancelled flight. Neither is it liable for your £66 taxi fare. Legally speaking, because you bought the new tickets with Southwest yourself, Aer Lingus is not required to refund the £290 you paid for them. However, because it is part of a packaged fare, this is only likely to be around £30 each, much less than the cost of a one-way fare on the day. This is under EU Regulation 261/2004 and it covers your delayed arrival in the US.Īer Lingus should also refund the cost of the unused leg of your original itinerary from San Francisco to Los Angeles. I checked with the flight reclaim specialist Bott & Co’s flight delay calculator and you are indeed entitled to compensation of £520 per person. Who should I pursue to repay these extra costs and am I due compensation for the distress this has caused us? ![]() ![]() Fortunately we secured seats on a Southwest flight and, as we had missed our pre-arranged transfer, took a taxi to our overnight hotel. ![]() AA told us it could put us on the 7.30am the following day but that would have meant missing our sailing. On arrival in San Francisco we discovered that AA had no reservation for us and the last flight of the day was full. We arrived at Heathrow airport to be told that our Dublin-Los Angeles flight had been cancelled and we were rebooked on a United Airlines flight to San Francisco, followed by a connecting flight with American Airlines (AA) on to Los Angeles. When I attempted to check in online for the Los Angeles flight (which was from London via Dublin) 24 hours ahead of our departure, I was told to do this later at the airport.Īlthough the flight was ticketed by British Airways, it was operated by Aer Lingus. It was for travel in January 2023 via the Panama Canal with Jetline Cruise. In 2020 my wife and I booked a cruise from Los Angeles to Miami with international flights included. Gill Charlton has been fighting for Telegraph readers and solving their travel problems for more than 30 years, winning refunds, righting wrongs and suggesting solutions. ![]()
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