Iceland Express Schedule Change - Advice Needed

pinkspiral1976

I'm wondering if anybody can help me. I've just had my holiday ruined! I booked a short break with Expedia to Reykjavik in October for me and my partner. We were to fly with Iceland express and stay for 4 nights; see the northern lights etc. I've just had an email from Iceland express to say that there's been a schedule change to my outbound flight. Instead of arriving in Reyljavik at 3pm, we will be arriving at 1.30am (the following day)!! Not a convenient time to travel. I've booked transfers that I will need to change, if they operate at that time and as the hotel is 2 hours from the airport, it will be very late by the time we get in and takes a chunk out of our holiday. I had booked a northern lights trip for the first night which will need to be cancelled and the golden lights trip for the first full day, which leaves early. What kind of state will we be in for this; especially as I will be 5 1/2 months pregnant! It was supposed to be our last romantic holiday together as we'd always dreamt of seeing the northern lights. The company said we could cancel for a full refund, or choose an alternative flight. The scammers then want to charge £12 to make any changes and all of the flights seem to be fully booked. There is one about 4 days later, but it will cost us an additional £260 each, plus we would have to change our inbound flight, (at a similar cost), and change our hotel booking at further cost. We appear to be left with no alternative other than to cancel the whole holiday and lose some money on the bookings, or accept the changes and lose a day of our holiday. I'm sorry to rant on, but I'm fuming. Their customer service lines are shut, (typical!). I've sent them a snotty email and am desperately searching the web for alternative flights but can't find any because, as a teacher, I can only go during half term which is why I booked it so far in advance because the flights are really expensive now.

What are my rights? Are they allowed to do this? Is there anything that I can do? I do have travel insurance but unsure whether this would be covered or not. I really want to go but hate being messed around like this. Please can somebody advise me? This was originally a nice cheap 4 night break, at about £550... but is now looking like costing us twice this to be able to do everything that we wanted to do.

shaunskankdog

To be honest I would ask your insurance advice if you could get money back for everything. I would not pay double. Most insurances will pay what you pre booked in UK. Apparently the best time to see the lights is Nov-Apr. Dont know how that would go with your pregnancy, as some airlines require proof of fit for travel after 28 weeks. They are expecting great solar flares this year, which helps sightings. Would be spectacular and is on my list, although it has to be a perfectly clear night, which is quite difficult due to location, as it is mainly cloudy. I have read about people saying it is so desperatly cold even when wrapped up, and others say they can hear the crackling. Amazing. Good luck.

BusinessStudent

You could also try posting on their facebook page if you fail to get a reply from them - http://www.facebook.com/pages/Iceland-Express-in-English/94258106828

Polly_Esther

pinkspiral1976 wrote: »

I'm wondering if anybody can help me. I've just had my holiday ruined! I booked a short break with Expedia to Reykjavik in October for me and my partner. We were to fly with Iceland express and stay for 4 nights; see the northern lights etc. I've just had an email from Iceland express to say that there's been a schedule change to my outbound flight. Instead of arriving in Reyljavik at 3pm, we will be arriving at 1.30am (the following day)!! Not a convenient time to travel. I've booked transfers that I will need to change, if they operate at that time and as the hotel is 2 hours from the airport, it will be very late by the time we get in and takes a chunk out of our holiday. I had booked a northern lights trip for the first night which will need to be cancelled and the golden lights trip for the first full day, which leaves early. What kind of state will we be in for this; especially as I will be 5 1/2 months pregnant! It was supposed to be our last romantic holiday together as we'd always dreamt of seeing the northern lights. The company said we could cancel for a full refund, or choose an alternative flight. The scammers then want to charge £12 to make any changes and all of the flights seem to be fully booked. There is one about 4 days later, but it will cost us an additional £260 each, plus we would have to change our inbound flight, (at a similar cost), and change our hotel booking at further cost. We appear to be left with no alternative other than to cancel the whole holiday and lose some money on the bookings, or accept the changes and lose a day of our holiday. I'm sorry to rant on, but I'm fuming. Their customer service lines are shut, (typical!). I've sent them a snotty email and am desperately searching the web for alternative flights but can't find any because, as a teacher, I can only go during half term which is why I booked it so far in advance because the flights are really expensive now.

What are my rights? Are they allowed to do this? Is there anything that I can do? I do have travel insurance but unsure whether this would be covered or not. I really want to go but hate being messed around like this. Please can somebody advise me? This was originally a nice cheap 4 night break, at about £550... but is now looking like costing us twice this to be able to do everything that we wanted to do.

How did you find that out?

CG19a

Polly_Esther wrote: »

How did you find that out?

I was thinking that too.

mad_rich

Polly_Esther wrote: »

How did you find that out?

When you have eliminated the impossible, whatever remains, however improbable, must be the truth.

I'm guessing the OP means that the booking was made in October (2011), not the travel will take place in October (2012).

Either that or she is a futurologist.

richardw

easyJet are starting LTN-KEF flights, are they a suitable alternative?

budgetflyer

I assume you aren't an English teacher;) otherwise you would have wrote (written ?)

In October, I booked a short break to .....

Then there would not have been the confusion re your pregnancy
Your insurance company isn't even going to be interested in this schedule change so you can forget the advice from shaunskankdog

You are losing around 10 hours so you can cancel and get your money back no problem. Its the independent stuff thats the problem.

If those items can be rescheduled, then I'd just carry on with the (lesser)
trip and make the most of it.

Otherwise, research alternatives + take the refund.

Unless its within 2 weeks , they can basically adjust their schedule without any redress.

pinkspiral1976

Just re-read my post. Yes it is confusing. Sorry, trip booked in October to go in feb half term. I was just so cross when I wrote it and obviously couldn't vent my anger out on them! Thanks for your advice. I'm going to try and speak to them tomorrow. I can't find a reasonable price for that week anywhere else, so will just have to cancel/rearrange the rest of the things that I've booked and take any cancellation charges on the nose. I'm just shocked that they can get away with this. I've done loads of travelling with lots of different companies and just never had this happen before. I was so angry that I felt like cancelling and just booking something else, but it has been a life long dream of mine.

budgetflyer

Yes, thats what I'd do.If they can reschedule activities, great. If not, just re book and make the most of it.
In my world. Karma has a habit of even'ing up these apparent injustices, so I'm sure something FANTASTIC will happen on this trip.:beer:

pinkspiral1976

Yes, we shall definitely still make the most of our short time there and not let it spoil our holiday. Maybe that means that we'll get to see the northern lights!?