Flight change / delay Travel Up

mmddd

Hi
I am travelling from London to Japan with Air China and had booked flights through the agency Travelup. The flight I was due to take was on 17/11 however this was cancelled and changed to 16/11 on 03/11 by the ?traffic air company. I have spoken to Air China who have said that Travelup were made aware of this. However I was not made aware of this by Travelup until after the flight had left on 16/11 (and <24 hours prior to my original flight departure). Air China have put me on another flight however is at a different airport and 10 hours delayed from my original departure. In terms of compensation, air China have said I don’t qualify as technically was told on 3/11. I am wondering if it would be possible to claim compensation from Travelup and any advice people might have on this? Thanks so much !

eskbanker

mmddd said:

In terms of compensation, air China have said I don’t qualify as technically was told on 3/11.

That's not strictly true, in that "The burden of proof concerning the questions as to whether and when the passenger has been informed of the cancellation of the flight shall rest with the operating air carrier", so whether informing the agent is actually sufficient would be debatable, especially if the airline has your contact details.

The UK261 regulations only entail compensation being claimed from the airline rather than agents, so there's no direct legal claim against the agent as such, but it's certainly not unreasonable to press them on the matter.

Westin

You have double, double checked your email junk folder?

If so, and no notification there, ask Travel Up to confirm if/when Air China informed them and for any email trail on subsequent messages to you.  These need to be asked and answered before 'compo' is raised.

I would enjoy your trip now and deal with this upon your return.

For future travels - always keep an eye on your flight itinerary at regular intervals by checking your booking on the airline website.  Also look at online check-in options so issues can be picked up before the airport.