Love Holiday Disaster

dmaurer

Good Afternoon!
I am really hoping someone can help me on this forum as I am at my wits end.
We booked and paid for a holiday through Love Holidays last Friday the 18th.  This was a package holidays all inclusive. Upon getting to Gatwick we were told by British Airways within an hour of departure our flights were cancelled.  No alternative was offered by BA and LoveHolidays told me to contact BA direct to arrange another flight. We got nowhere, so had to book and pay for separate flights with EasyJet the following evening.  We lost our private transfer to the hotel because of the cancellation and then had to pay for a taxi to the hotel.

Upon 24 hour check in on Wednesday last week though the love holidays app under manage my bookings, we discovered we had no flights or itinerary through BA. We contacted BA who told us to contact LH as the booking was through them and they couldn't help. LH told us, they couldn't help us and to contact BA directly.  This process went back and forth all day long. BA then reinstated our flights as they said they had no idea why they had been removed and gave my husband a new booking reference and I was to retain the original.  I explained to them, although I could now check my husband in online under the new reference, I was unable to do mine.  Both BA and LH assured me it was a system glitch and I would be able to check in at the airport.  I received confirmation of this via email from LH.

Upon getting to the airport, BA didn't allow me to board as they said my flight status had been cancelled, but my husband was allowed to fly back to Gatwick. LH said they would escalate the issue with BA and call me back, of which they did not. When I called them again, they told me to contact BA direct as they weren't able to help me!  BA was not taking calls as their telephone lines said we are unable to take your call please try again later. We had less than a hour to check in with no help, so we had no choice but to pay for another return flight for me to return.  My husband had to take his scheduled flight and I was left at the airport for over 11 hours with no offer from LH to accommodate me in a hotel or a private lounge.  They said they couldn't get me a hotel as transfers were not possible without a 24 to 48 hour notice. There was no apology and failed in their duty of care to offer alternative arrangements.  

Upon getting home, I submitted all my expenses incurred ie extra flights, taxi, food to them, only to be told they are now shutting my complaint down and to contact the airline direct for a refund.  No offer of any compensation has been given.  I did not pay BA direct, therefore I cannot claim from them as the package was paid for through LH.

I have no idea what to do and a beautiful holiday has been completely ruined.
Any assistance would be greatly appreciated!
Donna M.  

[Deleted User]

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