Flight Cancellation or Schedule Change?

Hello,

I am booked on a Loganair flight in 2024 (so more than 14 days notice). I have been informed today of a 'schedule change' which isn't suitable for me.

I was originally booked on a flight with flight number LM698 departing at 16.35.
I have today been informed that I have been moved for flight number LM694 departing at 12.35.
Flight number LM698 has been removed from the booking system. LM694 was already present in the booking system at the time I made my booking.

Loganair only permit refunds on flights where the schedule change is greater than 5 hours, which this is not.

However, I believe this is actually a 'flight cancellation' (as the original flight number has been cancelled) and not a 'schedule change'.

Am I entitled to a refund here before I go pressing Loganair ? Their social media team are telling me this is not a 'cancellation' but is a 'schedule change'. Under UK Law, I don't believe this to be the case.

Thanks.

Comments

  • eskbanker
    eskbanker Forumite Posts: 27,399
    Part of the Furniture 10,000 Posts Name Dropper Photogenic
    Forumite
    I wonder if the term 'schedule change' may be being used to signify different things here - they're perhaps using it to describe an alteration to their collective range of flight offerings (i.e. 'schedule' as in 'timetable'), whereas you're thinking of it in terms of an adjustment to the schedule (timing) of a specific flight.

    Anyway, my understanding is the same as yours - if you have a booking on a flight that is no longer going to be operating, and they're proposing that you're rebooked onto a flight with a different number, then that's effectively a cancellation and therefore you're due a refund if that's what you prefer.
  • Brie
    Brie Forumite Posts: 7,401
    Part of the Furniture 1,000 Posts Photogenic Name Dropper
    Forumite
    I think I'd be annoying them non stop asking to what time LM698 has been rescheduled.
    "Never retract, never explain, never apologise; get things done and let them howl.”

    2023 £1 a day  £553.26/365
  • swoopy
    swoopy Forumite Posts: 4
    First Post
    Newbie
    Thanks both. Their refunds team is being difficult about it, so I've quoted some CAA regulations and will see how I get on!
    Chargeback is also a possibility but last resort too.
  • Westin
    Westin Forumite Posts: 5,763
    Part of the Furniture 1,000 Posts Name Dropper Photogenic
    Forumite
    I think a charge back would place you on dodgy grounds. I wouldn’t recommend that route.
  • eskbanker
    eskbanker Forumite Posts: 27,399
    Part of the Furniture 10,000 Posts Name Dropper Photogenic
    Forumite
    swoopy said:
    Their refunds team is being difficult about it, so I've quoted some CAA regulations and will see how I get on!
    What specifically are you citing?
  • swoopy
    swoopy Forumite Posts: 4
    First Post
    Newbie
    eskbanker said:
    swoopy said:
    Their refunds team is being difficult about it, so I've quoted some CAA regulations and will see how I get on!
    What specifically are you citing?
    It won't let me post the link due to my new registration but on the UK CAA "tickets / fares / schedule changes" page there is the following wording

    "Where an airline has made a change to your flight (the flight time for example) it is known as a schedule change. This is not the same as cancelling flights. Schedule changes should always be notified to passengers at least 14 days in advance, and the change should only be to the time or the date and not the flight number."


    They have changed my flight number. It is therefore not a 'schedule change' as they are saying. It is a cancellation & they have rebooked me on to a different flight.

    If they are still refusing to acknowledge this, I intend to quote law UK261 which states-
    ""cancellation" means the non-operation of a flight which was previously planned and on which at least one place was reserved."

    The flight I was previously booked on is no longer operating.



  • eskbanker
    eskbanker Forumite Posts: 27,399
    Part of the Furniture 10,000 Posts Name Dropper Photogenic
    Forumite
    swoopy said:
    eskbanker said:
    swoopy said:
    Their refunds team is being difficult about it, so I've quoted some CAA regulations and will see how I get on!
    What specifically are you citing?
    It won't let me post the link due to my new registration but on the UK CAA "tickets / fares / schedule changes" page there is the following wording

    "Where an airline has made a change to your flight (the flight time for example) it is known as a schedule change. This is not the same as cancelling flights. Schedule changes should always be notified to passengers at least 14 days in advance, and the change should only be to the time or the date and not the flight number."

    They have changed my flight number. It is therefore not a 'schedule change' as they are saying. It is a cancellation & they have rebooked me on to a different flight.
    Yes, that wording is at https://www.caa.co.uk/passengers/before-you-fly/making-a-booking/tickets-fares-and-schedule-changes/ - strictly speaking it isn't a regulation as such, but is a clear statement of the CAA's interpretation.

    swoopy said:
    If they are still refusing to acknowledge this, I intend to quote law UK261 which states-
    ""cancellation" means the non-operation of a flight which was previously planned and on which at least one place was reserved."

    The flight I was previously booked on is no longer operating.
    Yes, that's defined in the actual regulations themselves, and describe the situation here.
  • swoopy
    swoopy Forumite Posts: 4
    First Post
    Newbie
    They're still not co-operating. I've raised an official complaint with them.
    If I still get nowhere it will be a CAA escalation.
  • rigolith
    rigolith Forumite Posts: 2,406
    1,000 Posts Second Anniversary Name Dropper
    Forumite
    Let us know how you get on.
Meet your Ambassadors

Categories

  • All Categories
  • 338.8K Banking & Borrowing
  • 248.6K Reduce Debt & Boost Income
  • 447.5K Spending & Discounts
  • 230.7K Work, Benefits & Business
  • 600.7K Mortgages, Homes & Bills
  • 171K Life & Family
  • 243.9K Travel & Transport
  • 1.5M Hobbies & Leisure
  • 15.9K Discuss & Feedback
  • 15.1K Coronavirus Support Boards