Refused boarding due to lost Covid test

micapainter

Hiya, I'm thinking this is a long shot so wanted to seek advice on here to see if I have any option for a refund incurred on the extra travel expenses I paid. I recently travelled to the UK from Italy, where I currently live, but on the return journey to Italy I was refused boarding on my flight because the company I used for my fit-to-fly covid test lost my test. At the time Italy was allowing entry without a covid test and you had to quarantine for 10 days instead, which I told the check-in desk I was happy to do. But they told me that the airline had their own rules and they would not accept anyone without a negative test. So I spent 2 more nights in a hotel and took another test at the airport. When I went to check-in two days later I overheard 2 passengers on my flight being allowed to board without a covid test. I was fuming! Apparently the airline decided to change their policy. Is there any chance I have a right to compensation if the country I was flying to was happy for me to go there?

[Deleted User]

No.              

Voyager2002

The company that failed to provide your Covid test is who you should be chasing for compensation.

CKhalvashi

The testing company has a duty to provide reasonable care. This is the company that you need to chase, as they have failed in this duty to you.

Marty06

Compensation, no. But the airline did let you amend your ticket to a late date, right? 

micapainter

Marty06 said:

Compensation, no. But the airline did let you amend your ticket to a late date, right? 

I wasn't able to speak to anyone at the airport about changing it as the check-in crew told me they weren't able to so I had to call the airline customer service but I couldn't get through to anyone. So I just booked a flight myself. I'm guessing it's too late now for me contact them about it and they'd probably only offer me a voucher and I don't want to fly with them ever again (other reasons like people being allowed to board without proper masks - just their jumper to cover their face?! But that's another story).

micapainter

Thanks everyone for all your feedback. I managed to get a refund from the testing company for the lost test but now I'm wondering if I should pursue them for more. 

Ganga

micapainter said:

Marty06 said:

Compensation, no. But the airline did let you amend your ticket to a late date, right? 

I wasn't able to speak to anyone at the airport about changing it as the check-in crew told me they weren't able to so I had to call the airline customer service but I couldn't get through to anyone. So I just booked a flight myself. I'm guessing it's too late now for me contact them about it and they'd probably only offer me a voucher and I don't want to fly with them ever again (other reasons like people being allowed to board without proper masks - just their jumper to cover their face?! But that's another story).

Would you like to name the airline so others can make their mind up wether to fly with them if not making people wear masks ,of course some people are exempt . 

CKhalvashi

micapainter said:

Marty06 said:

Compensation, no. But the airline did let you amend your ticket to a late date, right? 

I wasn't able to speak to anyone at the airport about changing it as the check-in crew told me they weren't able to so I had to call the airline customer service but I couldn't get through to anyone. So I just booked a flight myself. I'm guessing it's too late now for me contact them about it and they'd probably only offer me a voucher and I don't want to fly with them ever again (other reasons like people being allowed to board without proper masks - just their jumper to cover their face?! But that's another story).

The airport are not the airline. The person at check-in very likely does not work for the airline, and in most cases, no fewer than 4-5 companies are involved in your flight by the time you get on the plane.

Unfortunately (and I do have some sympathy for you as you've tried to do everything correctly, but can only work within the law) it is your responsibility to ensure you meet entry requirements for any country you wish to travel. The handling company is only enforcing this.

If you are genuinely still out of pocket as a result of this, it is your responsibility to take that up with the testing company, as in my opinion they have legally failed in their duty of care to you as a medical patient. I'd argue that this would be the case if the new flight cost more than the test, and there should be a liability for the difference.

If the testing company quotes terms and conditions, a gentle reminder that terms and conditions cannot override legislation may be in order, in this case the legislation is the Consumer Rights Act 2015.