Advice for no notification of flight cancellation

HampyT

Hello
I wonder if anyone can help?
We recently travelled to Seville. 24 hours before our flight I tried to check-in online, a message returned, check-in closed. To cut a very long story short, through various investigations we established that our flight was cancelled in June, we were moved to a flight that took off the day before, i.e. within the hour of us trying to check in that same night. The next day all came to light and we had no choice but to pay over EUR250 each to get home and book seats with Easyjet - luckily they had seats.

On return British Airways have said they will refund our original flights but will not pay for the additional flight home, nor compensation. They've also lied in their response stating that they didn't contact us because it's very difficult to contact passengers within 24 hours of a cancelled flight, however we know that the flight was cancelled four months previous.

Does anyone have any advice on how to proceed?

Thank-you

Westin

Seems very strange.

I am not sure why when the flight was cancelled that you did not receive and email, or text to notify you. It is a system generated message and would normally offer you options to rebook an alternative or a full refund. I have had a couple of these notifications from BA over the years. Were your contact details correct on the booking? Do you occasionally check your spam folder on your email account?

A bit late now but your example also shows how important it is to occasionally check any airline book from time to time by using the Manage My Booking facility on airline websites.

Sadly I suspect that you will end up with a fight on your hands to prove if a notification email was or wasn’t received. You may only end up with the BA refund.

HampyT

Hi

Yes, I have checked SPAM and they definitely didn't contact me. The booking was actually made via Lastminute.com but I've been told I need to deal directly with BA. I suspect there's miscommunication between the two of them at our expense.

Caz3121

It is possible that the contact information in the booking was for lastminute. BA should be able to advise which email address was used for notification.
When booking far in advance you should really keep an eye on your booking on the airline website as there can often be schedule changes with the summer to winter timetable changes

Westin

HampyT wrote: »

Hi

Yes, I have checked SPAM and they definitely didn't contact me. The booking was actually made via Lastminute.com but I've been told I need to deal directly with BA. I suspect there's miscommunication between the two of them at our expense.

Possibly the case regarding the notification point.

Did you book another travel element at the same time? Just wondering if you have an ATOL protected package. In which case you may have some claim against Lastminute.com . Was it Lastminute that told you to deal with the airline directly?

As Caz says, establishing where and when BA sent notification of the cancellation may aid your claim.

Curious to know how you know the flight was cancelled four months out. If you post flight date, routing and flight number someone on here, perhaps with a full FlightStats subscription, might be able to add light to that

photome

If the flights are booked through an agent isnt it normal to deal with that agent when things go wrong , rather than the airline itself


this may be another example of why its best to book direct

steve1500

We have a flight booked with BA for next August & have received both a text, email saying the flight will be leaving 20 mins earlier