HELP! advice urgently needed !

gatita

My daughter departed from Alicante to Madrid last night for her much longed for trip to China........... She got to Franfurt but the plane was delayed (Iberia) and they couldn't board
the flight to China!¬ She is stuck there now, NOBODY at all around to help, (Sunday) Can someone PLEASE advise her the best thing to do NOW?
Sorry this is a bit garbled but I am worried for her.
Thank you

Justice13075

You need to be more precise. Why is she in Frankfurt when she flew from Alicante to Madrid?

gatita

Sorry! I was in a bit of a panic! (still am) She flew yesterday Alicante to Madrid. She slept the night in Madrid, Sunday, she caught the flight to Frankfurt from Madrid. It arrived about 15 minutes late, they rushed to Air China but were told it was too late to board. This trip was booked through "GotoGate"
There is no one at all at Frankfurt to help or advise them until tomorrow.
What would you suggest she does? Thanks.

tomtontom

Did she book the whole thing on one ticket? This is really important as to her rights. I don't think they are partner airlines but will check - they're not. Did she definitely fly in with Iberia, not Lufthansa?

gatita

Thank you TomTom, Yes, the whole thing is booked on the same ticket.
Dep. Madrid IB 3130 15 45 arrive 18 25

Depart Air China Frankfurt 20.00 Flight CA 936
She does have travel insurance (phew!!) hopefully they will pay up?
Thank you again

PS She has no idea where her luggage is!! told her to wait until tomorrow.........

gatita

Update, she has booked herself in to a hotel..... the "official" reason for the delay, also the change oif terminal, was that it was due to storms............ however other people told her it was due to "rotation".
Nightmare.

gatita

HI, caz 3121 apparently replied to my post? at least I got an email sayung I had. Caz, if you see this, please send again, ANY help or advice I would be so grateful for.

fairy_lights

If it's all on the same ticket then I would have thought they would put her on the next available flight. At this time of day there must be someone from the airline at the airport she can talk to, is she at the airport now?

Caz3121

gatita wrote: »

HI, caz 3121 apparently replied to my post? at least I got an email sayung I had. Caz, if you see this, please send again, ANY help or advice I would be so grateful for.

I did...I originally could not find any IB-CA connections available and suspected this was 2 tickets as gotogate do not get the best reviews. however, there is an IB-CA connection on the CA site but it connected to a different flight so that discounted my theory
If this is a true connection and IB delayed her into FRA then IB is the first port of call...there should have been staff available to talk to last night about this. CA may not want to get involved with any rebooking as it was an agency ticket and she is likely showing as a no-show for her flight so ticket may be cancelled but worth trying if no joy with IB. Gotogate are the final call for assistance (last resort time as they are not known for their customer assistance)

gatita

Well, she is now on her way poor thing! Iberia got her on board a Lufthansa flight at 5.45. Iberia also paid for their hotel in Frankfurt thank goodness. It has been a nightmare for her and a lesson to ANYONE to always book directly with the airline and not some poxy agent such as Gotogate.
Impossible to get in touch with them, avoid like the plague.

Thank you to those of you that responded.