Not refunded full amount, can I take to small claims? I

LJW03

Hi, thanks in advance. I had booked my flights through an agent and today have been informed that I will only part refund me which leaves me £500 out of pocket. It's took a while to get this refund and I had been trying to claim back through my credit card, however they say the claim has now ended as I've been refunded! 

The agent says that some of my flights still went but the first leg had been cancelled so I had no way of getting to the flights, I'm not sure where this leaves me but I'm not happy with losing £500. 

Any advice would be really helpful. 

Thanks 

Upsidedownandaround

With knowing who you booked with and whether you booked connecting flights etc. nobody will be able to say whether you are entitled to a refund.

eskbanker

In general, partial cancellation within a multi flight booking leads to full refund rights if the flights were all booked together (under one reference number) within the auspices of EU passenger rights regulations - which flights did you book and via whom?

LJW03

Hi, thanks for advice

Caz3121

more information required....was this booked as a package holiday with hotels? if not, what was your itinerary, airlines involved etc and were the flights on one single booking?
eg flights from UK to US with some internal flights in the US on separate reference....if the internal flights not cancelled then there is no right to a refund of them (although some airlines offering reschedules or vouchers) unless one one booking or package holiday. Although your travel insurance may be able to help

LJW03

Hi, no not a package holiday, and single booking, the flights were from MCR to Dusseldorf (20th March) with Flybe, they went bust so I arranged my own flight with Eurowings, that got cancelled. The next flight which was booked through the agent was with Singapore airlines to Singapore, that also got cancelled, then we should have had a flight from Singapore to Sydney (23rd MarchtMarch) on to Christchurch NZ b(26th March) NZ airways, and I can't find out if they went as the airline tells me to ask the agent, the agent is giving me mixed messages. We were on a return journey with the same airlines. 
Travel insurance say they won't help but I'll get back on to them just in case. 
Hope this helps

eskbanker

https://www.carltonleisure.com/terms-conditions.aspx suggests that they may not regard those all as one set of connecting flights:

7.2 Combination of single tickets (One-way combination)

In order to obtain special fares when creating certain bookings we either combine two or more one-way fares on different airlines or on the same airline. Even if the stages are booked together, they are treated individually .This means that each stage of your journey is handled separately in the event of cancellations, alterations, traffic disruption such as strikes, and timetable changes. Each airline's own regulations will apply.

The EU regulations only protect you if flying from the EU or arriving back on an EU airline, so bookings on Singapore or ANZ may not be covered - which legs are they refunding and which are they refusing to reimburse?

Travel insurers will typically expect you to recover losses from airlines or cards before considering claims so you may have more luck with your insurance once the other avenues have been exhausted, or are they saying that you're not covered full stop?

LJW03

Great advice thank you, I wasn't aware of the small print. It's the Singapore airlines that they are refunding. 
I'll ring the insurance company see where I get with them 

Thank you 😁