Paid international flight booking cancelled without any notice

jspettitt

Hi All
Any advice please, I recently booked flights online with TravelUp (found through Skyscanner) to and from Nairobi, Kenya with Kenya Airways carrier and an additional internal flight mid trip, 1 way only flight from Nairobi to Mombasa. For reasons of ill health we didn't take the internal flight so we expected to just lose this cost. However when we came to check-in, as per the email received that day from Travel up, for the return trip to London, we were unable to check-in online. After many wasted hours and stress trying to contact all concerned it eventually transpired, according to Kenya Airways, that TravelUp had cancelled our booking because we'd not taken the short internal flight. To finally board our return flight we had to pay the airline an additional £1,500 at the airport, to get onto our return flight. Any ideas how we can get any refund? Can they cancel a booking without informing you and giving you any information to be able to change your plans or try to resolve the issue prior to the flight date?

Caz3121

was the missed flight on the same ticket as the flight to London? if so it is common that if you miss a leg then further legs on the same ticket are cancelled (this is usually done automatically by the airline system)
Kenya Airways cover this in their Conditions of Carriage '3.3 COUPON SEQUENCE AND USE'
You would needed to have contacted to have your ticket changed and repriced to exclude the leg you were not taking

bagand96

Unlikely TravelUp cancelled the tickets, probably the airline did automatically because the fare rules mean each ticket has to be used in sequence. Quite a common rule for scheduled airlines.

Your travel insurance may be an option? 

Westin

I agree with @bagand96.  The KY computer system, rather than TravelUp, would automatically cancel your onward flight to London as you did not fly the first NBO MBA flight. Ticket and fare conditions stipulate that all flight segments need to be flown in order.

If you are in this situation again try contacting the airline to explain your issue and ask that they protect your onward flights.

I don’t believe Travel Up has done wrong here. In fact I doubt they knew about the cancelled return flight to London. They won’t be seeing any refund. KY will keep that.

I fear you have lost this flight and fare having not understood your ticket conditions.