Loganair have cancelled my booking without my consent and without a refund

paulb22

I'd booked to fly from Glasgow to Benbecula in July. Given the current situation we decided we wouldn't be going and asked Loganair if it was possible to cancel my booking and refund my money. They replied that they had cancelled my booking, but would not be able to refund me. This of course means that should the flight be cancelled I won't be entitled to a refund and alternatively, if it goes ahead they can resell the seats with no recompense to me. I'm assuming that it's a mistake but I've been unable to get a response from them for the last two weeks. Is there anything else I can do other than bombard them with emails?

Browntoa

Quick look on loganairs web site

heatherw_01

Their fares are non refundable so if you asked for the flight to be cancelled then you wouldn't get a refund.

If they had of cancelled it without you asking i.e due to corona then you would have gotten a refund.

I am guessing as you emailed asking for it cancelled they did that.

Caz3121

paulb22 said:

I'd booked to fly from Glasgow to Benbecula in July. Given the current situation we decided we wouldn't be going and asked Loganair if it was possible to cancel my booking and refund my money. They replied that they had cancelled my booking, but would not be able to refund me. This of course means that should the flight be cancelled I won't be entitled to a refund and alternatively, if it goes ahead they can resell the seats with no recompense to me. I'm assuming that it's a mistake but I've been unable to get a response from them for the last two weeks. Is there anything else I can do other than bombard them with emails?

Maybe there was confusion with the wording of your question to them
did you ask "if we were to choose to cancel the flight would we be able to get any refund?" they could then have replied "if you choose to cancel your flight there will be no refund as the flight is still scheduled to operate"
if you asked "please can you cancel my flight" then them cancelling your flight was as per your request
What was your exact communication to them?

TELLIT01

It would depend entirely on how the e-mail was worded.  If worded as the OP states, then Loganair have misinterpreted it and the flight should be reinstated, or a refund given because the cancellation was done in error by them.  If there was any ambiguity in interpretation of the e-mail Loganair should also have contacted the customer for clarification.

paulb22

My exact words were "Is it possible to cancel our seats and give us a refund?" their response was "No problem, I have cancelled your booking for you. Please note your booking is non refundable" it's clearly an error, and presumably sortable, but I can't get a response from them (understandable at the moment I know). I thought a threat to take things further might get their attention, but I'm not sure who to threaten them with, or who to contact if they do prove difficult.

haylo74

Logan air have rescheduled my flight I was meant to be flying out 1st August but they have rescheduled my flight to the 3rd August. They are offering me no refund but only the option to book the flight within the year. This can’t be right can it? Is it worth me taking them to the small claims court? My argument is I don’t want to book yet for next year they could go into administration and I will lose all my money as we were a family of five flying out. Please can you tell me what my rights are? This does not sound right at all. Thank you 

Westin

haylo74 said:

Logan air have rescheduled my flight I was meant to be flying out 1st August but they have rescheduled my flight to the 3rd August. They are offering me no refund but only the option to book the flight within the year. This can’t be right can it? Is it worth me taking them to the small claims court? My argument is I don’t want to book yet for next year they could go into administration and I will lose all my money as we were a family of five flying out. Please can you tell me what my rights are? This does not sound right at all. Thank you 

Given the circumstances described (flight moved from 1st to 3rd) you are entitled to a refund and this is explained on the LoganAir website, together with the process to apply.
https://www.loganair.co.uk/travel-help/covid-19/