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  • FIRST POST
    • Kittykat74
    • By Kittykat74 16th Mar 17, 6:35 PM
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    Kittykat74
    0 WOW
    Were flights mis-sold?
    • #1
    • 16th Mar 17, 6:35 PM
    0 WOW
    Were flights mis-sold? 16th Mar 17 at 6:35 PM
    On Feb 16th we found out my husband's brother had about 48 hrs left (we had been making plans for my husband to go and visit in the next couple of weeks). He lived in Durban, South Africa. I jumped on computer to find the easiest and quickest way to get my husband there (as painlessly as possible). No direct flights and many combinations. I opted for a major airline which seemed the fastest. Leaving from Heathrow flying to Joburg and a connecting flight to Durban. I purchased flights (on credit card).
    Took hubbie to airport the following day. Later I spoke with his cousin in Durban to advise of flights and she alerted me to the fact the 2nd flight was 90mins after landing in Joburg... the second flight would require 45 min check in before flying so in theory he would have to disembark, clear passport control (UK passport) wait for baggage, customs transfer terminals and then check in .... within 45mins... and she said it was not possible. She was correct and he missed connection .. missing his brother passing away as a result.
    Airline refused to talk to me as ticket in husbands name. Since he returned home we have written but they don't seem to understand the 'package' was mis-sold.. I would not have bought those flights had I realised connection not possible. There were a few different options but this was a big airline so I trusted them the quickest route...!! So any advice would be welcome thank you
Page 1
    • fifeken
    • By fifeken 16th Mar 17, 6:45 PM
    • 2,160 Posts
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    fifeken
    • #2
    • 16th Mar 17, 6:45 PM
    • #2
    • 16th Mar 17, 6:45 PM
    Was the complete journey ie LHR-JNB-DUR on one ticket or two?
    • bagand96
    • By bagand96 16th Mar 17, 6:45 PM
    • 2,730 Posts
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    bagand96
    • #3
    • 16th Mar 17, 6:45 PM
    • #3
    • 16th Mar 17, 6:45 PM
    Did you book directly with the airline and was it all on one ticket/booking reference?
    • Bogalot
    • By Bogalot 16th Mar 17, 9:12 PM
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    Bogalot
    • #4
    • 16th Mar 17, 9:12 PM
    • #4
    • 16th Mar 17, 9:12 PM
    Minimum connection time at Johannesburg is 90 minutes, so assuming it was all on one ticket it is a valid connection. Did the airline accommodate him on the next flight?
    • Kittykat74
    • By Kittykat74 16th Mar 17, 9:46 PM
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    Kittykat74
    • #5
    • 16th Mar 17, 9:46 PM
    • #5
    • 16th Mar 17, 9:46 PM
    All booked with the one airline directly with one booking reference. He had to get the next available flight .. ie there was a seat, there was no room on the next flight he had to wait for the next one so 5 hours at Joburg. It took him half an hour to clear passport control and baggage did not appear for another 20 minutes so .. there was no way he could catch the flight he was booked on.
    • bagand96
    • By bagand96 16th Mar 17, 10:05 PM
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    bagand96
    • #6
    • 16th Mar 17, 10:05 PM
    • #6
    • 16th Mar 17, 10:05 PM
    All airports have a Minimum Connection Time (MCT). Exactly as it sounds this is the minimum time airlines should sell connections at that airport. Obviously, due to circumstances, this doesn't guarantee a connection will be made, but should mean in most cases it will be.

    With all connecting flights under a single itinerary, the airline has to guarantee the connection and get you to your final destination if a connection is missed through no fault of your own. This is what happened in your husband's case.

    The poster above states that the MCT at Jo'burg is 90 minutes, so the ticket was not mis-sold.

    It seems collecting baggage and rechecking is the problem here. Most countries you have to clear immigration at the port of entry, but bags will be through-checked meaning you don't have to worry about those.

    I'm not familiar with South Africa, but it may be a requirement there that you have to collect bags at the first port of entry too - the USA has this requirement which can cause similar issues at some of their airports.
    • Kittykat74
    • By Kittykat74 17th Mar 17, 1:09 PM
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    Kittykat74
    • #7
    • 17th Mar 17, 1:09 PM
    • #7
    • 17th Mar 17, 1:09 PM
    I have had this back from Joburg Airport...

    Please note that passengers are encouraged to at least have 2 hours between connecting flights because any slight delays with the flight, immigration and security queuing might cause you to miss the connection. Kindly rework your booking to ensure you are not inconvenienced on your travel.
    • leylandsunaddict
    • By leylandsunaddict 17th Mar 17, 2:02 PM
    • 1,351 Posts
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    leylandsunaddict
    • #8
    • 17th Mar 17, 2:02 PM
    • #8
    • 17th Mar 17, 2:02 PM
    I have had this back from Joburg Airport...

    Please note that passengers are encouraged to at least have 2 hours between connecting flights because any slight delays with the flight, immigration and security queuing might cause you to miss the connection. Kindly rework your booking to ensure you are not inconvenienced on your travel.
    Originally posted by Kittykat74
    Of course they encourage people to have longer, and most people would try to make sure they had. Airlines do not sell 'illegal ' connections though. If they sell a connection it meets the MCT. That means it is doable, but it doesn't mean its advisable to book it. It depends on how well things go on the day, and how risk averse you are. It's all down to the choice of the person booking the flight.
    • jpsartre
    • By jpsartre 17th Mar 17, 2:59 PM
    • 2,679 Posts
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    jpsartre
    • #9
    • 17th Mar 17, 2:59 PM
    • #9
    • 17th Mar 17, 2:59 PM
    in theory he would have to disembark, clear passport control (UK passport) wait for baggage, customs transfer terminals and then check in .... within 45mins...
    Originally posted by Kittykat74
    It's odd that he would have to wait for baggage and check in again, on one ticket he and his bag would usually be checked through to his final destination. In any case, nothing was mis-sold assuming the connection was legal.
    • leylandsunaddict
    • By leylandsunaddict 17th Mar 17, 4:24 PM
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    leylandsunaddict
    It's odd that he would have to wait for baggage and check in again, on one ticket he and his bag would usually be checked through to his final destination.
    Originally posted by jpsartre
    When you're connecting to a domestic flight you have to clear immigration, collect luggage and clear customs at your first point of entry to SA. You then drop your bags (there's usually a quick bag drop just after customs) but you're already checked in for your next flight. You arrive at your next airport in SA as a domestic passenger.
    • Kittykat74
    • By Kittykat74 17th Mar 17, 4:25 PM
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    Kittykat74
    Normally I would do my research how ever due to the nature of this situation we had to act fast.
    We did not find out until my husband checked his luggage in at Heathrow that he would have to collect his bags at Joburg and then check them on himself for the connecting flight. This information was not in the booking info.
    However I have since been told this is quite common. You have to clear customs in the airport you arrive into the country in.
    • leylandsunaddict
    • By leylandsunaddict 17th Mar 17, 5:19 PM
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    leylandsunaddict
    Normally I would do my research how ever due to the nature of this situation we had to act fast.
    We did not find out until my husband checked his luggage in at Heathrow that he would have to collect his bags at Joburg and then check them on himself for the connecting flight. This information was not in the booking info.
    However I have since been told this is quite common. You have to clear customs in the airport you arrive into the country in.
    Originally posted by Kittykat74
    No airline site will tell you if you have to collect bags at point of entry. That sort of info is the customers responsibility. When he checked in online he should have been checked in through to the final destination on his ticket, DUR.
    • Kittykat74
    • By Kittykat74 17th Mar 17, 11:52 PM
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    Kittykat74
    What is DUR?!!
    It was not possible to check in online for the second flight.. it was also a different airline.
    • Pollycat
    • By Pollycat 18th Mar 17, 8:12 AM
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    Pollycat
    DUR is the airport code for Durban, SA - like LGW for London Gatwick, LHR for London Heathrow and MAN for Manchester.
    • Voyager2002
    • By Voyager2002 18th Mar 17, 7:34 PM
    • 11,572 Posts
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    Voyager2002
    No airline site will tell you if you have to collect bags at point of entry. That sort of info is the customers responsibility. When he checked in online he should have been checked in through to the final destination on his ticket, DUR.
    Originally posted by leylandsunaddict
    Apparently South Africa, like the USA, does not permit "through checking" of bags. And the inefficiency at Jan Smuts airport means that the MCT of 90 minutes is unrealistic.

    It is fairly easy to find posts on other sites by passengers who missed connecting flights in similar circumstances. Unfortunately this is not the fault of BA.
    • leylandsunaddict
    • By leylandsunaddict 18th Mar 17, 8:18 PM
    • 1,351 Posts
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    leylandsunaddict
    Apparently South Africa, like the USA, does not permit "through checking" of bags. And the inefficiency at Jan Smuts airport means that the MCT of 90 minutes is unrealistic.

    It is fairly easy to find posts on other sites by passengers who missed connecting flights in similar circumstances. Unfortunately this is not the fault of BA.
    Originally posted by Voyager2002
    You can through check bags in the USA. You still have to collect them and clear customs at your first point of entry, but they are checked in and tagged through to their final destination, (providing the flights are on a single ticket) so you just drop them at the drop point straight after customs. The same applies to SA as I said in post #10.
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