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    • CB67
    • By CB67 11th Jul 17, 12:11 PM
    • 1Posts
    • 0Thanks
    CB67
    Cancelled flight San Francisco to Heathrow
    • #1
    • 11th Jul 17, 12:11 PM
    Cancelled flight San Francisco to Heathrow 11th Jul 17 at 12:11 PM
    We need assistance please. Our flight from San Francisco to Heathrow was cancelled (apparently Jan 2017) but we were not informed by virgin Atlantic or by our travel agent (thomas cook). After numerous phone calls from usa to uk. Virgin told us to book a hotel etc and claim our costs back. We believed we may be entitled to EU ruling for flight cancellation but virgin are saying no. Have spoke to the ombudsmen who point the finger at thomas cook. Where do we stand? Virgin paid back our receipts and thomas cook are offering us £300 in travel vouchers. Should we carry on or just except this? Virgin claim their system will of generated an email and informed all booking agents and yet thomas cook claim they were not informed?
Page 1
    • Tyzap
    • By Tyzap 11th Jul 17, 1:51 PM
    • 1,138 Posts
    • 551 Thanks
    Tyzap
    • #2
    • 11th Jul 17, 1:51 PM
    • #2
    • 11th Jul 17, 1:51 PM
    Hi CB67,

    The operating carrier must be able to prove, to a court if necessary, that they informed you, not TC, about the change. The regulations most definitely put that onus on Virgin, in this case.

    Keep pushing and you will get there eventually.

    Good luck.
    Please read Vaubans superb guide.
    • Justice13075
    • By Justice13075 11th Jul 17, 1:53 PM
    • 1,013 Posts
    • 425 Thanks
    Justice13075
    • #3
    • 11th Jul 17, 1:53 PM
    • #3
    • 11th Jul 17, 1:53 PM
    If your flight was with Virgin and the cancellation was less than 14 days notice and the cancellation wasn't due to extraordinary circumstances Virgin owe you €600 per passenger. It is Virgins responsibility to notify you of the cancellation not Thomas Cook, Virgin can deal with Thomas cook. What did Thomas Cook offer you £300 in travel vouchers for? They are under no obligation to pay you. How did you get back? If you had to book with another airline Virgin will also have to refund you for the cancelled flight
    Last edited by Justice13075; 11-07-2017 at 6:10 PM.
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