Flight delay where do I stand

dickydonkin

richardw wrote: »

Call Qatar Airways direct 0161 838 5394 with your details and see what they will do for you.

I wouldn't hold your breath on that one.

Without doubt, Qatar's service in the air is second to none - it is just a shame that their customer services cannot match that accolade.

In January, I had a 'schedule change' with Qatar that resulted in me having to cancel a pre paid hotel stay, a pre-paid train journey and pay for a private car to get me to the airport - all in all a hit of around £250.00.

I would have cancelled the flights - but I was informed that as my flight was rescheduled by 5 hours and 50 minutes - (their threshold for a full refund is 6 hours) I would lose my money plus the points I used to upgrade to B.C. - although they informed me that for a fee - I could have my points refunded!

In respect of the OP's situation, it seems Virgin Holidays are being inflexible and sticking rigidly to their T&C's. And as for Doha airport - despite its recent upgrade - like most airports - it is not the ideal place to be stuck in for 10 hours.

Hardly 'Rock Star' service from Virgin - but as I alluded to in my earlier post - they are now all image with very little substance and every time that smirking smug Branson appears on TV - I feel like poking his eyes out!

richardw

See post 14

Moonchild

Qatar Airways, as amazing as they are in the air, have a history of big schedule changes.

However, within the industry, they tend to be flexible with re-arranging, and will have sent Virgin a Trade Commercial Policy that would normally involve re-booking onto different flights / days, or full refund which will allow you to look at alternatives. Their system would automatically have rebooked you (often illogically) but humans somewhere - normally London, once alerted to an issue can pull a few strings (waive rebooking charges, clear waitlists on busy flights etc). It's not in their interest to see you stuck at a pretty tedious airport and be unhappy.

Qatar Airways in most cases also provide complimentary accommodation in Qatar if your transit is over 8 hours (http://support.qatarairways.com/entries/508355-what-if-i-have-a-transit-time-of-over-8-hours-in-doha and http://www.qatarairways.com/global/en/transit-accommodation.page) which has lots of conditions (i.e. you can book a long transit time if a better one connects - not relevant - but also possibly not for the cheaper fares which you probably do) - but in this case it's not your fault.

You need someone at Virgin to deal with it.

I am 100% confident that if you speak to the right person it will get dealt with. And my tip is that if you target their social media (facebook / twitter) companies are making a real effort to resolve problems quickly. Good luck - but to be honest - you shouldn't need it.

dickydonkin

I can only comment on my rescheduling experience and I actually spoke to three different Qatar contacts (Manchester) and I found them totally inflexible.

I also sent three emails (as instructed by Manchester office) to their customer services in Qatar - all were completely ignored.

This was a costly experience and hopefully the OP will get a better outcome.

Moonchild

Having worked in air product at a decent Tour Operator, Qatar's Trade Support is pretty good.

It should be Virgin who are pulling out the stops to offer the original poster options and choices. Sounds like their care seems to stop once they have taken the money. If you book the flight yourself, you deal with it (and seems like dd discovered Qatar's public facing limitations!) - but in this case Virgin need to step up to the plate. I know my old Tour Op in the same position would have. And it's not bloody difficult for them!

Also Qatar's schedule changes normally dump people overnight - not the best time to be in the airport. Obviously this might not be the case as the OP hasn't said - but if so, not a nice time to be stuck for 10 hours.

Voyager2002

pufling wrote: »

Under EU Law, you have rights in some circumstances to refunds and/or compensation from the airline in cases of denied boarding, cancellation or delay to flights....

However they are claiming that because the flight they booked stops at Doha and is not a virgin Atlantic flight then they do not have an agreement with the airline THEY booked then I have to find and book a hotel directly myself.

Firstly, look at the EU law relating to schedule changes, since this is not a delay.

Secondly, since presumably your entire journey is booked as one ticket with a change of 'planes in Doha, EU law applies to the entire journey.

pufling

Thanks for all the advice & support, Im not getting too far to be honnest, they wont budge, I have even pointed out that I booked a package & part of the reason for doing this is I wanted to avoid having to sort things if they went wrong myself. Really worried about the prospect of having to arrange a transfer out of the airport & back again myself, I am fairly sure its not sso simple as just walking out

There saying now they cant book the hotel due to H&S & also because THEY booked with a non EU airline they cant make the airline do a thing for free, I know the airline offers a in transit hotel service but of course they want more money

Anyway I have now resorted to a Facebook campaing & posted on the virgin holidays page, any support to my comments on there about how moraly its wrong if anything else would really be appreciated

richardw

Has Qatar Airways explicitly advised your travel agent that Qatar Airways won't provide overnight accommodation at Doha airport in your situation?

pufling

Accroding to Virgin yes, and Virgin say they cant force them as they dont have that type of contract with them & with them not being EU

pufling

Yes I know that (thanks to you guys), its virgin who have brought up the EU regs again stating this is why they cant make the airline cover it.

I have spoken to Qatar & basically they said they reserve the right to make changes & any costs would be due to me