Single Flight Cancellation on Multi-Flight, Multi-Airline Ticket - Options?

Matthew0888

I'm flying to Bali from Manchester for a holiday with a friend in a few weeks and one of the six flights in the return trip has been cancelled, what rights do I have?  (The return flight was booked as a single flight offered by the booking agent).  The flights I have booked are as follows:
Manchester - Bali (Outbound)
Manchester - Zurich (Swiss Air)
Zurich - Hong Kong (Swiss Air)
Hong Kong - Bali (Hong Kong Airlines) - CANCELLED

Bali - Manchester (Return)
Bali - Singapore (Singapore Air)
Singapore - Zurich (Swiss Air)
Zurich - Manchester (Swiss Air)

I've read on citizens advice (and other online sources) that the broker/booking agent that I booked through has an obligation to find an alternative flight or offer a refund.  I've done the research myself and the next alternative flight from Hong Kong to Bali would incorporate a Hong Kong - Vietnam - Taiwan - Bali flight path adding an additional 15 hours to my travels which I don't really want to accept as I don't think this is reasonable.

The first question is can I request a refund over this flight amendment if they propose it?  If so, will the refund be on the entire batch of flights or just the leg that is cancelled?  A refund on the cancelled flight only is useless to me as I'd still need to get to Bali from Hong Kong which as stated previously is with a Hong Kong - Vietnam - Taiwan - Bali flight route.

Ideally I'd either get a full refund for all the flights as they were all booked under a single return flight or if the booking agent can replace my entire outbound journey with another I've found on a different route with different carriers, that would also work - but I'm not sure what their legal obligations are?  What should I expect?  I should note that the alternative outbound route with the same inbound route is showing as being cheaper than I paid for my flights (hence why I'd happily get a full refund and then just re-book the cheaper ones myself or if they wish to swap the outbound route for me, that saves me the hassle).

Any advice is greatly appreciated.

Thanks,
Matt

Westin

Who is the ticket seller/online broker?
Have you read their terms and conditions?
Your situation and options are very dependant on the points above.

Heliflyguy

Cathy Pacific have direct HKG to DPS I believe 6 days a week and there are other 1 stop flights on that route if you can depart HKG a day later. Are you travelling on 25 March as that's not a good day for travelling that route. 

Matthew0888

Thanks guys,

I land in HK as it stands at 17:30 Friday 27th March (it's my flight at 19:20 with Hong Kong Airlines that has been cancelled).  I've just checked for flights Saturday and there are two direct flights as follows:
10:00 Cathay Pacific £358
19:20 Hong Kong Airlines £321
Both of which are ridiculously expensive (maybe not an issue if the booking agent or airline sort covers this but it is between 15 and 24 hours later arrival when there is an option for a different flight path).

I booked through "TravelGenio" via skyscanner.  It's not overly clear from their T&C's what is covered.  This brings me to the next issue, what is my position if they don't answer my phone calls for the next three weeks before I go?

Cheers for your responses guys though - greatly appreciated.
Matt

Caz3121

Travelgenio are a middleman in the process, they will action what the airline will allow. If the airline have a policy to transfer passengers to another airline then great, if not you are stuck with what the airline will offer. Travelgenio are an online ticket seller rather than a proper travel agent, they are just a go-between you and the airline.
There are many travelgenio posts on the air travel board on tripadvisor, they have a bot that pops up with a customer service email address stating they will respond within 72 hours...might be worth looking out for that...they appear to be notoriously hard to get hold of (in common with many other third party ticket floggers) 

Matthew0888

Thanks guys,
I've finally been able to get hold of TravelGenio, they have told me that they can give me a full refund if the airline agrees with it which is Swiss as it's their batch of flights?!  I've contacted Swiss and they said it's fine for me to cancel and get a full refund, as far as they're concerned it's TravelGenio that will cancel and give me the refund so I think I've got my options clear.
I've also contacted Hong Kong Airlines to see if there are any alternative flight options they can put me on before I cancel the flights.
Thanks everyone for your responses, as you probably know these things can be quite annoying.

Cheers,
Matt

fifeken

Ask Swiss, via TravelGenio, to re-route you.  There should still be options using Star Alliance and avoiding likely cancellation points like Hong Kong, although that could all change again by the time you travel.