Denied access to flight

Blanchy615

Myself and my 16  year old daughter were denied access to a flight in August due to not having had a test for Covid. We were flying from Turkey to the UK via a 5 hour stopover in Germany. At no point were we informed by any airline or booking agent(Kiwi) that we required one, and as it's not usual to check other countries requirements we waited in line at the airport to board our flight. We had booked the original flights in the February, then "Flybe" went bust and we were given a list of options for the return flight. The "free" option meant a 20 hour stop over in Germany, with the most reasonable one being a 5 hour stop over at and additional cost of approx £450. As Sun Express refused my access in Turkey I obviously missed the connecting flight in Germany with Ryan Air. This meant I then had to pay another £380 on top of the two previous payments to get us home.
I have been in touch with Kiwi several times trying to get a refund, and eventually they have said Ryan Air won't pay out for the Germany to UK flight, and are awaiting (still) an answer from Sun Express. My question is who (if anyone) is responsible for refunding me due to us not being able to take the flights through no fault of our own? Is the travel insurance we get free with our bank account a good route to try? Or is it now too late? Thanks

sparelogin

Blanchy615 said:

My question is who (if anyone) is responsible for refunding me due to us not being able to take the flights through no fault of our own? 

Unless your travel insurance covers this scenario, no one. It's always your responsibility to check entry requirements.

bagand96

I'm guessing the Covid test requirement was to enter Germany?  Unfortunately it is always the responsibility of the passenger to check and comply with border requirements at the destination and any stops en-route.  Whilst airlines and decent agents may update passengers about changing requirements, it is not their responsibility and the situation was changing on an almost daily basis last summer.

Your problems aren't helped by the fact you didn't have a proper connecting flight, just 2 separate unaffiliated flights that had been put together by an online travel agent (with a less than great reputation).  I wonder what the original itinerary was given that flybe never operated to Turkey?

No harm in trying your travel insurance though as a last option.

heatherw_01

It is down to yourself to check requirements. You didn't so nothing you can do.
I doubt travel insurance would cover this either

Westin

Curious to know what saving was gained by booking two separate flights with the Czech based online ticket seller - kiwi.com for a flight between Turkey and the UK via Germany with a 5 hrs initial connection?   In August last year there would surely have been many direct to UK options?

I honestly can't see you getting satisfaction with this one.

Caz3121

I suspect you are likely going to take this as an expensive lesson.
It is always the passengers responsibility to check entry and transit requirements. - requirements are changing regularly so best to ensure you check official sources. As far as Sun Express would be concerned your destination was Germany so you needed to meet the entry requirement for Germany, if that included a covid test you were correctly denied boarding
As far as Ryanair were concerned you were a no-show for the flight and there is no refund due.
Also for the future it is worth checking out reviews for any internet company you plan to give your money to (kiwi are probably in the top 3 for dissatisfaction and are known for cobbling together separate tickets) 
You would need to check your insurance policy details but I would think it unlikely to cover this situation

eskbanker

Blanchy615 said:

Myself and my 16  year old daughter were denied access to a flight in August due to not having had a test for Covid. We were flying from Turkey to the UK via a 5 hour stopover in Germany. At no point were we informed by any airline or booking agent(Kiwi) that we required one, and as it's not usual to check other countries requirements we waited in line at the airport to board our flight.

Perhaps you hadn't noticed but it's not usual times that we're living through at the moment, but even so, the Ts & Cs of agents and airlines, unsurprisingly, accept no responsibility for customer failure to ensure suitable documentation....

Kiwi:

We will provide You with all necessary documents for Your journey. However, it is Your responsibility to check that all documents have been received and are in order. We are not responsible for any issues arising due to Your failure to ensure that You have all the correct and adequate passport documentation with sufficient validity (at least six months), visas, or other travel documents required by any airline, authority, or the Destination, including countries You may only be transiting through.

Sun Express:

You are obliged and responsible for obtaining all required, relevant documents and visas and for complying with all laws, regulations, orders, demands and requirements of countries to be flown from, into or over. SunExpress will not accept any liability for consequences resulting from your failure to obtain such documents or for your failure to follow rules and instructions.
It is your obligation to exhibit and permit copying all documents relevant for entering and/or leaving the particular country, health certificates or other important papers that are required by law, regulation, order, demand or other requirement of that country. We reserve the right to deny carriage in cases of noncompliance with prevailing provisions or incompleteness of documents. SunExpress will not accept any liability for losses or expenses resulting from failure to comply with these provisions.

mattyprice4004

'and as it's not usual to check other countries requirements'
I've highlighted the important part from your post - this is your own doing. Sorry. 

Hasbeen

Blanchy615 said:

 My question is who (if anyone) is responsible 

No point in me restating ALL the advice given above.

But in answer to your question. You are the one responsible. 

Voyager2002

mattyprice4004 said:

'and as it's not usual to check other countries requirements'
I've highlighted the important part from your post - this is your own doing. Sorry. 

I shall spell it out: with Kiwi you are buying two separate air tickets rather than a single ticket for a journey involving two flights. This means that you have to enter the intermediate country and then leave it again rather than just transit through the airport there, and so must satisfy must satisfy all requirements to visit this country.

Barny1979

Can't believe someone didn't check all potential situations where they could be challenged, refused entry, flights cancelled etc at this time, with all the tests etc.