Help with 're-scheduled' flight to New York with FlyZoom

BenW82

Hi,

Quick background to my problem... I booked flights to New York with FlyZoom about a month and a half ago - flying out on November 14th and returning on November 18th.

My girlfriend and I booked a hotel for the 14th and 15th in New York and were going to spend the other two nights with her relatives.

Anyway, FlyZoom rang today and left a voice-message to say they had 're-scheduled' our outgoing flight time to the NEXT DAY on Thursday 15th.
Now I don't mind the time of the flight changing by a few hours, however a whole day is totally unacceptable to me as it means we lose a paid for night in a hotel and a whole day off our already short stay in New York.

Having looked at the terms and conditions it states they are not liable for loss of hotel accomodation etc and that if we cancel the flights we are not entitled to a full refund. However surely these are exceptional circumstances?

So does anyone know whether we should be entitled to a full refund or not, and if so the best way of going about getting it if they refuse?

Right now we are prefectly willing to fork out more money and not give a penny to FlyZoom.

Many thanks,

Ben

dmg24

Difficult to say because of the way that they have 'rescheduled' rather than cancelled your flight.

If your original flight is actually cancelled, under EU Regulation 261/2004 you are entitled to:

A refund of the full price you paid for your ticket within seven days for the part or parts of your journey not made (and for the part or parts already made if the flight is no longer serving any purpose in relation to your original travel plan) and a return flight to the departure airport as soon as possible.

or

Re-routing to your final destination as soon as possible or, if you agree, at a later date. (If the airline flies you to another airport in your destination city then they must pay for the transfer to the airport you were booked for or to another close-by point of your choice)

They are not liable to pay for your accomodation.

BenW82

dmg24 wrote: »

Difficult to say because of the way that they have 'rescheduled' rather than cancelled your flight.

Well they say 're-scheduled' however the reality is they have cancelled our flight on the 14th and put us on the flight which was already scheduled for the 15th.

So under the 1st point are we only entitled to a refund to the cost of the outgoing flight and not the return as well?

dmg24

BenW82 wrote: »

Well they say 're-scheduled' however the reality is they have cancelled our flight on the 14th and put us on the flight which was already scheduled for the 15th.

So under the 1st point are we only entitled to a refund to the cost of the outgoing flight and not the return as well?

Looks like they have 'rescheduled' the same flight the week after too. However, on their timetable it shows the service as seven days a week, which is strong grounds for you arguing that is is actually cancelled.

The difficulty with airlines that let you book each leg separately is that they can get away with making changes to one leg but leaving the other as it is. I'm not sure how Zoom treat this issue, so unless anybody has been in the same situation, it may be that you need to give them a call x

BenW82

Thanks very much for all your help.

I do intend to phone them tomorrow, once there customer services has opened again.

The fact there flight schedule doesn't actually include an extra flight on the 15th, in addition to the one they already had scheduled, must prove that they have indeed cancelled the flight on the 14th. Indeed the flight scheduled for the 13th has also been moved to the 15th.

Anyway, I'll let you know the outcome.

Thanks again.

luckyjasond

There's a thread going on about this.

http://forums.moneysavingexpert.com/showthread.html?t=571393&highlight=zoom

I have the same problem. See further down. I called them and they offered a full refund (ton the flight only) or change to any other flight to New York with them, but I have no choice, but to fly on the 15th, which makes my short and first ever visit to New York really short, indeed. I wish I could extend my stay until the 20th, but they don't have any flight coming back until the 22nd. They said they couldn't get "scheduled space in the airport". How could they sold these flight then???


"I was due to fly to New York with them on the 14th November and just got an e-mail from them today that I should call them urgently, which I did, but all I get some recorded options. I logged in to my account and noticed that they changed my flight to the 15th. I'm not happy about this at all. Hopefuly still can change my booked accomodation. I'm due to come back on the 19th and it looks like I can't even change that to 20th as they won't have a return flight until the 22nd. I hope I will get through to them on the phone some point, but don't think it will change anything. Not pleased!"

rikmartin

They called me a while back to advise of the loss of the saturday slot from Gatwick to New York, they were quite happy to change to after or before the original dates. can you not go the day before perhaps?

I even got premium upgrades for outward and return legs for no extra charge after a little email to their customer services address

Its good for me as I now have 9 instead of 7 days in New York.

I would advise calling them, I've found them to be pretty flexible if you talk to them, plus i've gone straight through every time on the phone, perhaps calling them in the evening

luckyjasond

I can't fly out the day before as the nearest flight would be 3 days before. (They seemed to cancel a lot of days). Sadly , I can't stay that long.