Airline has cancelled outbound flight and travel agent cannot confirm new flights

tatjanaw

I booked return flights to Palma next August 2017 through GoToGate, flying with Iberia/British Airways. I have just received an email advising that my outward flights have been cancelled and GoToGate cannot offer any alternative flights. They are suggesting I get a refund for the outward flight and book a single somewhere else. I am reluctant to do this, a) the single flights are likely to be more expensive and b) what happens if my return flight is then cancelled. Surely, GoToGate have rescinded on their contract and they should cancel the whole booking and refund me in full? Any advice?

richardw

The 'operating air carrier' of the cancelled flight has to offer you a re-routing under article 8 of EU Reg EC261:2004.

Voyager2002

Can you contact Iberia?

The logical suggestion would be to contact BA, but their customer service is dreadful.

jpsartre

tatjanaw wrote: »

Surely, GoToGate have rescinded on their contract and they should cancel the whole booking and refund me in full? Any advice?

Probably your itineary is booked as two one-way flights meaning the inbound part is technically entirely independent from the outbound flight. Take the refund and book a new flight yourself would be my advice. And this time do it directly from the airline which is what you should have done from the beginning.

Voyager2002

jpsartre wrote: »

Probably your itineary is booked as two one-way flights meaning the inbound part is technically entirely independent from the outbound flight. Take the refund and book a new flight yourself would be my advice. And this time do it directly from the airline which is what you should have done from the beginning.

We have no idea whether this is the case. If the OP follows your advice but the return flight is the second half of a return ticket the situation would then be difficult and expensive.

jpsartre

Voyager2002 wrote: »

We have no idea whether this is the case.

It's a strong possibility given the fact that G2G is offering a refund for the outbound flight only.

Voyager2002

jpsartre wrote: »

It's a strong possibility given the fact that G2G is offering a refund for the outbound flight only.

Yes, but given the general reputation of G2G I would not rely on this: obviously they cannot be bothered to do what they should do (liaise with the airline to arrange another flight) and prefer to give the passenger a bit of money to go away.

Westin

OP - can you tell us the routing you have booked.

I'm surprised that no alternative was offered by BA/IB to G2G for what must be a popular routing in the summer.

Was it by chance on Vueling as an IB/BA code share out of a regional UK airport? Did they offer something from an alternative airport which you fund unsuitable?

joerugby

Vueling did this to me on a return booking CWL-BCN about three years ago.

They cancelled our outbound flight and offered either a replacement flight three days later or a refund of the outbound fare only. This was of no use to us. They refused to refund the whole trip.

After a series of emails and calls they eventually agreed to refund the return as well but the aggravation was such that they went on our list of "do not use in future"