Eastern Airways flt cancelled - taxi query

barneybeagle

Last week my UK internal flight was cancelled. I found this out when I got to check in. The checkin told me I could claim back a taxi home which was confirmed by his Supervisor.  I also phoned Eastern Airways myself and the lady told me to book a taxi at the airport taxi desk and how to claim back. I put my claim in for both compensation under UK261 and also the taxi claim (over £50 to get me back home). They have agreed to the set UK261 compensation, but will not pay the taxi fare. On my second request they have apologised that I was misinformed, but they do not pay the taxi as I was going back home? I have the names/times of the people I dealt with as I had no faith in any of them. Should I pursue trying to get my taxi money back or are they right in saying it is not their responsibility, even though I was following their instructions.
Thanks in advance for any advice.
bb 

eskbanker

The UK261 regulations don't oblige them to fund a taxi to take you home in such circumstances, so your only argument is that three separate employees (why speak to so many btw?) gave you misleading information and you acted on it.  However, if they'd said at the time that they wouldn't reimburse this, would you have chosen a different means of transport?

Do you know when the flight was cancelled, i.e. should they have informed you before you left home in the first place?

barneybeagle

I had already left home to go to the airport when they sent an email (to the wrong person at work with a similar name as it happens). 

Westin

barneybeagle said:

I had already left home to go to the airport when they sent an email (to the wrong person at work with a similar name as it happens). 

Sounds an amazing, but fortuitous coincidence.  Did that other person in the office happen to make the flight reservation for you?

I would hope that if you have pointed out that three agency/employees confirmed you would be paid for the taxi trip as they confirmed, that Eastern will pay up.  If not, at least you have been paid EU/UK 261 and can dip into that extra money for recompense.

barneybeagle

The flight was booked well in advance by my companies travel group. They received the same notice of cancellation as I did as I contacted them as soon as I knew it was cancelled.

I spoke with two different people. One at the desk who spoke with his Supervisor who I had little faith in (I asked for it in writing and this was refused), so phoned Eastern for confirmation regarding the taxi.

In the email regarding EU/UK 261 compensation, the lady states that as I was not away from home and I travelled back from the airport to my house, they cannot pay for the taxi costs. The monetary compensation is there to cover any out of pocket expenses like this.

eskbanker

barneybeagle said:

In the email regarding EU/UK 261 compensation, the lady states that as I was not away from home and I travelled back from the airport to my house, they cannot pay for the taxi costs. The monetary compensation is there to cover any out of pocket expenses like this.

Sounds like she's half right - as above, it's undoubtedly true that the regulations don't require them to pay your taxi fare home in these circumstances, but that doesn't mean they can't, it just means they're not legally obliged to!  However, if you've already unsuccessfully played the card about them going back on their word, then you don't really have many further options....

barneybeagle

Thanks everyone for your input, much appreciated.
Kind regards
bb