Downgrade of cabin and changed flights...can I cancel?

Pinkor69

Hello,
I booked flights for December through Delta going from LHR to Orlando, via JFK. The flights to and from JFK were operated by Virgin and JFK to MCO operated by Delta. Booked premium economy seats on the Virgin planes and first class and Delta Comfort + on the others.

Had one flight change in September and was switched from Delta Comfort + to economy and now have been told that the Virgin flights have been cancelled and new flight number is with Delta, BUT have now been put into Economy on all flights...obviously not what I have paid for.

Been on the phone to Delta call centre in Europe which Is controlled by Air France, they made a change to one of the tickets and now when calling Delta USA they are claiming that they cannot do anything with the tickets as they were issued by Air France... even though originally booked on Delta.com.

Spoke to someone at Air France who told me that I would be able to cancel the flights to rebook what I want but would have to call USA. ON phone with USA call centre for another hour to be told that they could not cancel anything as the seats were on hold and they were not permitted to make any changes until 2nd November. Flights were at a good price the day I spoke to them and now have gone up £400 !!!

Can anyone tell me what my legal rights are? I am so fed up with their useless service and costly phone calls to never get a resolution.

Sorry for the lengthy post and thank you in advance!

richardw

If your LHR-JFK flight has been cancelled, then EU reg EC 261:2004 article 8 applies, so decide what you want and then call and ask for it.

http://eur-lex.europa.eu/LexUriServ/LexUriServ.do?uri=CELEX:32004R0261:en:HTML

Article 8 is quite clear, they have to offer you re-routing, if they say have a refund and sort it out yourself, that's not re-routing. Be very firm and don't be fobbed off.

Pinkor69

Yes LHR to JFK was cancelled but they rebooked already on a Delta flight.I called and said I wanted a refund but got told that if I cancelled I would forfeit the fare!!

richardw

Pinkor69 wrote: »

...I called and said I wanted a refund but got told that if I cancelled I would forfeit the fare!!

They cancelled a Virgin operated flight and re-routed you on a Delta operated flight.
They haven't offered you the options as Article 8, that's where the problem is, you need to start talking Article 8 of Eu reg EC 261:2004 to them.

Westin

Have you thought about asking them to move you to one of the direct to Orlando Virgin Atlantic flights from London Gatwick? PE both ways?

Pinkor69

No I hadn't thought of that... that may be a good option. Thanks!