FIRE ALARM at heathrow- MISSED FLIGHT

AKaz

Hi,

I recently missed a flight to Australia because of a fire alarm at Healthrow airport. Although I was the last person in line, I was there in time. In was in the process of being checked in when the alarm went off.

40 minutes later I was allowed back into the building and immediately went to the check-in desk, where Korean Air had packed up and another airline was opening their desk.

I went to the information desk but it was 8pm and they were closing up; they advised me to phone their customer support number. I did this but they too were closed until the following morning at 9pm.

When I finally got through to someone the following day, I was advised that they could get me as far as Seoul but that I would have to stay on stand-by for a flight to Sydney. The only guaranteed flight they could offer was 3 days later. This wasn't an option because I was going there for a wedding and only for 2 weeks.

I subsequently paid for another flight to Sydney and decided to deal with the situation at another date. Korean Air refused to accept responsibility because they had offered me an alternative. My insurance company have also refused my claim even though I have comprehensive travel insurance.

I was travelling with my partner so we've lost a lot of money. What should we do? Any help welcome.

(And please don't advise me about arriving at the airport on time- we were stuck on London underground for 50 minutes due to signal failure. )

Caz3121

I don't see the airline responsible here and they can only rebook you onto flights that have spare seats (they will not bump a confirmed passenger to accommodate you)
Did you buy a new one-way or return ticket? were you able to use the Korean return flight (often if you miss one sector then subsequent ones are cancelled)
On what basis have your insurance rejected your claim?

richardw

......not sure there is much you can do, perhaps have a thorough read of your insurance policy and double check the cover it offers.

AKaz

They stated "Whilst we observe the nature and value of your loss, we regret to advise you that your Policy does not provide cover for the circumstances described in your claim form."

We claimed under the Travel Delay/Missed Departure section because it was the most relevant section. Maybe we applied under the wrong section, is there something more relevant to a fire alarm leading you to missing your flight? I have all the documentation from the airport supporting the claim.

Jamie_Carter

Have you contacted the airport, with a view to claiming from them? After all it was their fire alarm that caused your delay.

Tomby1

They offered you an alternative you can declined this. It's only their obligation to provide you with a suitable alternative, which they did. They effectively offered you the first flight out of London, then the first flight out of Seoul that they could get you on.
No doubt they would have put you up in accommodation whilst you waited too.

Whatever way you look at it, I can see why they rejected your claim. Best of luck though - maybe the airport could be an alternative to look at claiming from?