Missed prepaid taxi due to flight delay

SirRockyRaccoon

Hi,

I've been reading a lot about costumer rights but I am still not sure what to do in this situation...

I went away for one week holiday abroad. I booked a taxi car in advance to pick us up from the airport. The local taxi company requested me payment in advance. I was reluctant to pay but they said I had to it's company's policy. I paid £60 over the phone, using my MasterCard credit card.

On our flight back to England, just 20 minutes before landing, there was a unexpected technical fault with the aircraft. The pilot decided to turn around and land the plan in Gatwick Airport, so engineers over there can have a look. They didn't give us a reason of why change route in the last minute.

The airline did not update the flight information online. The taxi turns up as requested. (both according to the taxi company)

Engineers turn up to fix the problem. In the meantime, while still inside the aircraft, I managed to contact the taxi company to explain the situation, and I was told the driver was waiting at the airport.

After 2 hours, the problem is fixed. Plus another 30 min refuelling. Almost 3 hours delayed, we arrive at our destination.

Taxi had gone after waiting 30 minutes.

Taxi company said I should claim my money back from airline (it's not their fault, the car was there at time it was requested).

Airline should have updated the flight info online and the taxi company should have checked it.

Now I'm £60 poorer. I don't think airline will want to know, in the end the delay was less then 3 hours.

So, what to do in this situation?

baza52

check your travel insurance.

jkkne

When you say 'didn't update online'. Do you mean the airlines website or the airport?

If it's the Airport website then it's the airports responsibility but most of them will have a disclaimer stating they won't be held responsible. If it's a sudden diversion, the airport website may not change.

It may be worth contact the airport in question as everything will be digitally recorded and they'll be able to confirm what information they held and when

Airline will consider it a consequential loss, they may offer a gesture of goodwill.

Who was the airline? Several have engineering bases at Gatwick. They probably wouldn't tell you to avoid panic or misinformation. If they suddenly tell 200 people there's a warning light on the engine or brake pressure then it's not going to be a positive outcome!

emmell

This is the reason the Taxi company wanted their money upfront. Nobody would want to travel to a job, wait 30 mins then not get paid.
ML.

paddyrg

Did you get good insurance? If so, this is the time to use it. If you bought cheap insurance with a high excess, it's time to learn from experience, I'm afraid.

arcon5

Why should the taxi driver not be paid for the service made available to you? It's not their fault. If the cab company was local to the airport they should charge you the fare from their zone to the airport + waiting time rather than the whole journey. If they are local to your destination the driver would have driven to and back from the airport + waited despite you not turning up.

Intasun32

As both as taxi driver and a traveller I can answer from both sides.

Any decent cab company or taxi driver would check the airport arrivals before setting off for the pick up, from both the airline and airport information. Even if the airport had not updated the arrivals info board the airline would be aware of any delay. When I have an airport booking I also check the departure airport web site, this is usually more up to date.

From a traveller point of view I always text or call the taxi driver or company to confirm that I am boarding or if there is any delay. This way there can be no miss-understanding.

Your holiday insurance may cover this loss but the policy excess may be more than the claim.

:beer:

arcon5

Intasun32 wrote: »

As both as taxi driver and a traveller I can answer from both sides.

Any decent cab company or taxi driver would check the airport arrivals before setting off for the pick up, from both the airline and airport information. Even if the airport had not updated the arrivals info board the airline would be aware of any delay. When I have an airport booking I also check the departure airport web site, this is usually more up to date.

From a traveller point of view I always text or call the taxi driver or company to confirm that I am boarding or if there is any delay. This way there can be no miss-understanding.

Your holiday insurance may cover this loss but the policy excess may be more than the claim.

:beer:

They probably did, but as op said it only happened 20 minute before landing. I suspect the driver would have pretty much been there at this point

Intasun32

arcon5 wrote: »

They probably did, but as op said it only happened 20 minute before landing. I suspect the driver would have pretty much been there at this point

@Arcon,

As I have said I can see this from both sides.

Nothing to have stopped the op calling the taxi company to advise of the delay and re-booking when the flight was ready to take off. Every taxi driver has/should have a mobile phone, (though I am sure that someone will disagree with that), any decent taxi company would not/should not charge to cancel and rebook under these circumstance. They would be only too happy to have been informed of the situation.

If they did make a charge then it should not be for the full amount as the fare has not been completed but if that is the policy of this taxi company then the op should use a different company or driver. Also a call to the local licensing authorities may help the op.




:beer:

emmell

What if the Airport is over an Hour away? It's no good ringing the Taxi company 20 mins before you land, most Taxi's would be at the Airport by then. So you're saying the Taxi Driver should refund because his pre-booked fare didn't turn up?...........it would be interesting to know how the Local Licensing Authorities would actually view this.

My Brother is a Taxi Driver, and I know for a fact he couldn't afford to travel for 2 hours + 30 mins waiting time for no money in return

ML.

System

Intasun32 wrote: »

Nothing to have stopped the op calling the taxi company to advise of the delay and re-booking when the flight was ready to take off.

As the aircraft was in flight then the use of a mobile phone is a No No. The first chance to contact the taxi company would have been when the A/C landed at Gatwick.

This is what the OP did and was informed that the taxi was already at the airport.