Flight cancellation refund

HeatherJane

Hello. My daughter  ( a diver) has been in the Philippines since January. her Emirates return flight was cancelled on 23 March, due to fly on 27 March.The airport was still open and running, no explanation. They are not replying to any messages, and her insurance doesn't want to know. On her own, in lockdown on a small island we managed to get the FCO/Embassy after 3 weeks of daily harassing  to sort out a repatriation flight to Philippines which cost £1000 (yes that's right) and she also had to get rid of luggage as she was only allowed  15kg so she lost  an extra £400. ECC Network told me the CAA are responsible authority for flights arriving in the UK that are cancelled. CAA don't agree. She also now has no income as she doesn't have the help offered to employees, or self employed as she was abroad. Any suggestions?

pjlill

You might be better to start a new thread on that Heather.

HeatherJane

What do you mean a new thread?
1st time I have done anything like this - I am a newbie! what should I be doing to get some information/help? 

Life__Goes__On

This isn't the answer you will want to hear
As it was a non EU flight departing from a non EU airport  there is no duty of care under EU rules.
She should be able to get a refund from Emirates for the return flight, but that is all they have to do.
The only option with regard to all the extra expense is though a travel insurance.
But travel insurance varies so much it's impossible to say if your daughter was covered for anything.  

Westin

HeatherJane said:

Hello. My daughter  ( a diver) has been in the Philippines since January. her Emirates return flight was cancelled on 23 March, due to fly on 27 March.The airport was still open and running, no explanation. They are not replying to any messages, and her insurance doesn't want to know. On her own, in lockdown on a small island we managed to get the FCO/Embassy after 3 weeks of daily harassing  to sort out a repatriation flight to Philippines which cost £1000 (yes that's right) and she also had to get rid of luggage as she was only allowed  15kg so she lost  an extra £400. ECC Network told me the CAA are responsible authority for flights arriving in the UK that are cancelled. CAA don't agree. She also now has no income as she doesn't have the help offered to employees, or self employed as she was abroad. Any suggestions?

So is she back with you in the UK?  If so, what help are you seeking?

If still there then good information is available on the FCO website regarding support and repatriation from the Philippines.   You might wish to direct her to that site.  https://www.gov.uk/foreign-travel-advice/philippines/return-to-the-uk.    

HeatherJane

Hello Westin
Thank you, she is now back with us. During the 3 weeks trying to get her home we in the UK and our daughter in Philippines were in constant contact with FCO and Embassy. they were useless, either ignoring e-mails or sending out  wrong information regarding flights. We are now trying to get a refund for at least one of her flights ( the "cancelled" Emirates) the very expensive repatriation flight, delay (3 weeks) loss of baggage items. extra accommodation... if we can...
HeatherJane

bagand96

HeatherJane said:

Hello Westin
Thank you, she is now back with us. During the 3 weeks trying to get her home we in the UK and our daughter in Philippines were in constant contact with FCO and Embassy. they were useless, either ignoring e-mails or sending out  wrong information regarding flights. We are now trying to get a refund for at least one of her flights ( the "cancelled" Emirates) the very expensive repatriation flight, delay (3 weeks) loss of baggage items. extra accommodation... if we can...
HeatherJane

Calling the FCO and embassy useless is maybe a little unfair. It was a rapidly changing situation and they could only act on info they had at the time. Available routes were likely changing many times a day as different countries put different restrictions in place and airlines chopped and changed schedules. 

A government arranged repatriation flight is a last resort. It’s what you use when there are no options left - the situation your daughter ultimately found herself in. There will be no refund of this, it was paid for and the service was used. It’s unfortunate she had to dispose of expensive baggage - but again, repatriation flights are a last resort with the priority to get the individual back home only.   I can only suggest if she may have had any insurance that might help on that?

You need to chase Emirates for a refund of the cancelled flight. They should refund, although with it being a non-EU airline, on a flight originating outside the EU, it’s not covered by any actual regulations here.   I still think they should refund though, maybe look, through their T&Cs to see if you can find anything? Failing that, was it paid for on a UK bank or credit card. They may help.