Loganair refusing refund - Flight number changed

hackenbush55

My daughter has booked flights for five of us from Glasgow to Islay on 25 June. Only essential travel to the islands is permitted. Loganair have changed the scheduled flight number.  She emailed them "as the original flight that we were booked on has been cancelled (LM0425) it appears under the EU Air Passenger Rights that reimbursement/refund of our tickets is one of the three options.  

 https://europa.eu/youreurope/citizens/travel/passenger-rights/air/index_en.htm#reimbursement-cancellation-1  

 Please can you let me know when the reimbursement/refund has been processed? "

They have replied: "Thank you for your email. this route is still operating therefore your unable to be awarded a refund for this booking. However I can place your booking on hold for one year from the original date. If there is any further questions please do not hesitate to ask.Regards,Rachel.Islay Customer Services"

I would appreciate any advice as to how she should now proceed. I understood that a flight number change was considered as a cancellation.

Thanks in advance.

Life__Goes__On

hackenbush55 said:

 I understood that a flight number change was considered as a cancellation.

It is, it doesn't matter if the route is still operating,  it's to do with that flight and that flight only.

I would reply back that you are entitled to a full refund as your flight has been cancelled, and that the route is operates isn't relevant.
Also state you will be going to your card company if the refund is refuse.

Coelha

We have waited 10 weeks for a refund on flights cancelled on 28/3. Fobbed off with refunds now taking up to 90 days.
No customer service available ; no reply email ; very poor. Is there anyway of pressuring airlines to meet their obligations.

hackenbush55

Still being fobbed off too, but maybe the email address in this new reply will help others as well, as there is no contact us email address on the Loganair site. Poor customer service from an airline with a monopoly on island routes.
"Good morning, I am afraid that I a unable to assist you further as I cannot award you a refund for this flight. Please do feel free to email our customer relations department at customerrelations@loganair.co.uk.  Regards, Rachel."

sheramber

That  address is  here https://www.loganair.co.uk/travel-help/covid-19/

Life__Goes__On

hackenbush55 said:

Still being fobbed off too, but maybe the email address in this new reply will help others as well, as there is no contact us email address on the Loganair site. Poor customer service from an airline with a monopoly on island routes.
"Good morning, I am afraid that I a unable to assist you further as I cannot award you a refund for this flight. Please do feel free to email our customer relations department at customerrelations@loganair.co.uk.  Regards, Rachel."

If they still giving you hassle claim back using the payment card.

hackenbush55

Update, and thanks again to Life_Goes_on.  My daughter has successfully received chargeback. Interesting points to me - I  phoned customer services the night before the outbound flight was due, and asked what would happen if I turned up at Glasgow Airport, and the nice lady told me I would be refused boarding by either airport staff or airport police, and that the flight was not cancelled even if the number had been changed. Further irony was that literally a few hours before the inbound flight was scheduled my daughter received an email to say that it had been cancelled, so we would have been stuck on Islay if we had managed to get there.
My daughter had received immediate refunds from Icelandair and JetBlue for her flights from the USA and also from the Airbnb owner on Islay. Altogether a very poor show from Loganair.

eskbanker

hackenbush55 said:

My daughter has successfully received chargeback.

Best not crack open the bubbly just yet, chargebacks can be disputed by the merchant for up to 45 days, so don't take the refund as definitive at this stage, especially if the merchant has been uncooperative thus far....

hackenbush55

Thanks, we are aware of that, but there is now an email cancelling the return flight.