Package holiday

Tinkerbel22

Good afternoon, 

I am after some advice or guidance please, 
We booked a holiday to Turkey last year 7/22 for 10 night  all inclusive package deal, through love holidays, there was 4 adults 3 children. 
Went on holiday had nice time, this included transfer aswell but on our departure date a transfer never picked us up, we asked our Rep at hotel and he was no help and said he didn’t know. 
In the end we paid for 2 taxis to take us to the airport so we didn’t miss our flight, when we arrived at the airport we couldn’t see our flight on the board, we asked at travel info but they said we needed to go ticket office. 

We went to ticket off and got told our flight back to Manchester had been changed to an open ticket which meant there wasn’t a flight back to Manchester that day. 

We tried to contact love holiday but had no reply, we tried to contact corredon airlines as that’s who our flight was with and again no reply. 

We had no choice to to purchase new tickets back to the uk but there was only 2 tickets left to Manchester the following day and 4 tickets to Bristol in 10 hours time. 

We brought these tickets using our credit cards at an extra cost of £2500 . 

Once home we put in a complaint to Corendon airlines via email  on there website and they just keep saying we have an open ticket but we want the money we had to pay extra for the extra flights home. 
Love holidays we also complained to and they say it’s the airlines responsibility, my travel insurance say it’s airlines responsibility. 
Every time I call correndon they say the ticket is open and then the computer crashes everytime I ask for refund and not an open ticket. 

This has been going on for nearly a year and as we paid on credit cards it’s incurring charges as well. 
We just don’t know what else we can do. 

We haven’t had compensation for sitting in airport for 10 hours with 3 children , the food we had to then buy, let along the fact we had to travel home separately and to a different airport and the cost for us to get back from different airport as our car was at original airport we flew from. 

We have all documents to say our package deal included return flights, we were even able to choose our return seats home before we left the uk. 

There were about 15 others we saw from our holiday in the same situation as us. 

The whole situation was extremely stressful. 

Any advice would be most grateful. 

Many thanks 

eskbanker

If it's a package booking then the package organiser, i.e. Loveholidays, is responsible for any changes to your arrangements, so if the airline cancelled the return flight then the onus is on the airline to notify the package organiser, who then has to contact you and discuss options.

I'd suggest that you familiarise yourself with the provisions of the Package Travel Regulations and in particular article 15:

https://www.legislation.gov.uk/uksi/2018/634/regulation/15/made

If your complaint to Loveholidays has been rejected then your next action would need to be to issue a letter before action ahead of initiating a court claim, unless you paid any of the original holiday cost by credit card, in which case you could look at a section 75 claim against the card provider, on the basis of Loveholidays breaching the contract by failing to supply the agreed services.

Tinkerbel22

Thankyou for your help and info.

Neil49

Regrettably this is all too common with Loveholidays as they fail to live up to their responsibilities when things go wrong and pass the buck wherever possible.

You should have received an ATOL certificate from Loveholidays when you made the booking and this will confirm that they have sold you a Package holiday. This certificate won't help in respect of the problems you have had (it's purely in case of them going bust) but you have written evidence that it's a package holiday and, as mentioned by eskbanker above, they are responsible.