Cancelled Flight by easyJet means

stevied75

Hi there, grateful for any guidance!
We are family of 4, booked Tenerife package holiday with Love Holidays. ATOL protected certificate received from them along with holiday confirmation and travel insurance document.
Our outbound flight (easyJet) cancelled by easyJet yesterday 10 mins before take off. No alternative provided by them as told fully booked. Told to contact love holidays. They said to book alternative flight and claim on our insurance when we get back. We couldn't find another flight to go on holiday, all fully booked with all airlines so we're told to make claim with easyJet for cancelled flight(!) And told to request claim with travel insurer! Is this correct? Websites I have searched seem to assert that love holidays should refund our holiday as we are unable to make the 10 day resort booking in Tenerife. Should I keep trying to get love Holidays to refund us? Or do I make a claim to ATOL directly? Or with travel insurer who is Rush Insurance? We are confused as none of this was our fault and we seem to be falling down the cracks but are ultimately thousands out of pocket. Also booked long stay car park at Luton for 10 days, food, PCR tests for kids etc. Can these all be claimed back?
Many thanks for any help!

katejo

stevied75 said:

Hi there, grateful for any guidance!
We are family of 4, booked Tenerife package holiday with Love Holidays. ATOL protected certificate received from them along with holiday confirmation and travel insurance document.
Our outbound flight (easyJet) cancelled by easyJet yesterday 10 mins before take off. No alternative provided by them as told fully booked. Told to contact love holidays. They said to book alternative flight and claim on our insurance when we get back. We couldn't find another flight to go on holiday, all fully booked with all airlines so we're told to make claim with easyJet for cancelled flight(!) And told to request claim with travel insurer! Is this correct? Websites I have searched seem to assert that love holidays should refund our holiday as we are unable to make the 10 day resort booking in Tenerife. Should I keep trying to get love Holidays to refund us? Or do I make a claim to ATOL directly? Or with travel insurer who is Rush Insurance? We are confused as none of this was our fault and we seem to be falling down the cracks but are ultimately thousands out of pocket. Also booked long stay car park at Luton for 10 days, food, PCR tests for kids etc. Can these all be claimed back?
Many thanks for any help!

You would do better to put this question in the travel/holiday section as it isn't really Coronavirus related. As I understand it re. ATOL protection for package holidays, it is Love Holidays' responsibility to find you alternative flights or refund you the whole cost of the trip. It would be different if you had booked your own flights separate from the rest of the package.  I think you would have to claim from your insurer re. car park and Covid tests.

Alan_Bowen

Yes, this looks like a claim against Love since their supplier let you down. EasyJet yesterday was a complete nightmare. This is assuming your ATOL Certificate says ' package holiday' at the bottom right hand corner

CKhalvashi

Love Holidays should be liable for the holiday (meaning what you paid to them). They were also liable for finding you another flight.

Any third party services are an insurance matter.

You hold no contract with either Easyjet or the hotel, so they cannot deal with you in any way.

onashoestring

From Love Holidays website : 

“If your airline has cancelled your flight and hasn’t been in touch to offer a replacement, we’ll do our best to find you a suitable alternative flight. At the moment, airline schedules and availability are changing all the time so this may not be possible in every case. If we can’t find an alternative, we’ll cancel your holiday booking and you’ll have the option to rebook, request a Refund Credit Note or request a refund.”

https://www.loveholidays.com/faq/questions/my-flight-has-been-cancelled-what-do-i-do/

Likely they are swamped with dealing with the high numbers of  cancelled holidays  under given how many flights EasyJet cancelled yesterday . It may take a while to deal with all the refunds - but it’s clear from the above that you are entitled to one . 

The other costs are consequential losses - which would need to be claimed from your travel insurance policy ( if it is covered )