Misinformed re. Flight Schedule.

Moneybox

Outward bound flight booked and paid with understanding return flight would be released for purchase (Flight is March 2020).
Flight release date passed with no return flights released.
Emails, Phone calls and online chats. 2 staff confirmed we had nothing to worry about and that we would definitely be able to purchase our return flight in November when released. I referenced this in an email which I have a copy of and have a reply acknowledging.
Contacted again today and finally they have told us the truth that the flight route will not continue. No other airlines fly to this airport from destination.
We want to cancel but were told we would not be refunded. I asked for this in writing and a staff members name to confirm so I can dispute the refusal to refund having been given wrong flight schedule information by two staff. They would not confirm and told me I was still discussing my refund with them and a formal decision had not been made.

Frustrated to say the least as have passed other opportunities to book holiday. Will the consumer act be able to help me argue this? Will it come down to goodwill of the company or have I a legal position?

Thankyou.

unholyangel

What do you mean released? Were these scheduled or charter flights? When did you book? You say "paid with understanding return flight would be released for purchase"....how did you arrive at that understanding? What would have happened if you had been told they may suspend return flights?

What are the other options? Connecting flight? Direct flight then train?

Moneybox

Flights are released in blocks during year.
Would not have purchased or would have made alternative plans if we had been told route was stopping. What annoys me is being told without doubt that we only had to wait longer. I have some record of this in an email.
Yes now looking at somehow to fix this but these outward bound flights now won’t be used.
Poor customer communication with correct information but I am doubtful it has broken consumer law. Just sloppy.
Posting in case I am missing something in my understanding of the act?

LilElvis

Have you already flown the outbound leg and were waiting for timing of return?

unholyangel

Well the first thing to find out is who your booking contract is with and is that the same company (don't confuse this for brand/group) that owns the airline. If not then effectively it was outwith their control.

Even if the same, it would then be up to you to show that they knew the statement they were making was misleading or factually inaccurate. Such as a public statement from them stating the route was being cancelled, that predates the information given to you. Also how did you book with them? In other words, do you have written confirmation of those promises made before you booked?

Promises made after the fact aren't relevant I'm afraid as you'd already entered the contract by then.

Really though, what would your actual losses be? Why can't you use the ticket and just make alternative arrangements for the return trip? You could even extend the holiday and have a stopover for a few nights in the connecting city. It doesn't have to ruin your plans!

unholyangel

LilElvis wrote: »

Have you already flown the outbound leg and were waiting for timing of return?

overlook stuff myself often enough!

Moneybox wrote: »

Yes now looking at somehow to fix this but these outward bound flights now won’t be used.

Moneybox

Found a solution. Got a flight back into UK, just not same airport.
Bit of a pain but at least easier than trying to get a refund.
Thankyou.

Moneybox

Unholyangel your words helped. - thankyou.