Flight changed - Agency wants to charge

dwpn00b

So we booked a holiday in May through flightcatchers with Kuwait Air and up until now we received 4 emails saying flight changed or unconfirmed. I then decided to call them after the 4th change 18 hours delay on connecting flight instead of 5. They said we have to pay £90 per person so they can re-issue us tickets. Or cancel for full refund but £20 per person admin fee. I argued why should I pay because I didn't change anything and it's not my fault. They said because the airline cancelled they need to reissue new tickets. So my question is

1. Are they allowed to do this, it's out ot my control.
2. Can I get any monetary compensation beforehand and still take the flight as the return date is also delayed by a day.
3. Since I got an email saying the flight has changed and I haven't cancelled, can we just turn up for the flight?

Voyager2002

See if you can communicate with the airline about this.

eskbanker

dwpn00b said:

So we booked a holiday in May through flightcatchers with Kuwait Air and up until now we received 4 emails saying flight changed or unconfirmed. I then decided to call them after the 4th change 18 hours delay on connecting flight instead of 5. They said we have to pay £90 per person so they can re-issue us tickets. Or cancel for full refund but £20 per person admin fee. I argued why should I pay because I didn't change anything and it's not my fault. They said because the airline cancelled they need to reissue new tickets. So my question is

1. Are they allowed to do this, it's out ot my control.

You could always ask them to direct you to the relevant clause in their booking terms that permits them to charge for reissuing tickets, but I'd have thought it would be unusual, whereas an admin charge for processing a cancellation is much more typical.

dwpn00b said:

2. Can I get any monetary compensation beforehand and still take the flight as the return date is also delayed by a day.

If they've given you less than two weeks notice and the flights are within scope of the UK/EU regulations then you might be eligible for compensation.

dwpn00b said:

3. Since I got an email saying the flight has changed and I haven't cancelled, can we just turn up for the flight?

Not sure I'm understanding what you're suggesting - why would you turn up for a flight's original timing if it's been changed?

Perhaps worth clarifying your routing and dates, both original and amended?

dwpn00b

@eskbanker
3. I mean turning up for new date they have given.

eskbanker

dwpn00b said:

@eskbanker
3. I mean turning up for new date they have given.

But, assuming you're suggesting doing so without paying for reissued tickets for the revised date, then how would you propose to board a flight for which you don't have a valid ticket?

dwpn00b

eskbanker said:

dwpn00b said:

@eskbanker
3. I mean turning up for new date they have given.

But, assuming you're suggesting doing so without paying for reissued tickets for the revised date, then how would you propose to board a flight for which you don't have a valid ticket?

The email we received says new flights are confirmed. I will email Kuwait airways and see what they say.

daveyjp

A quick Google suggests this is a common practice with this company.  They have to make money somehow.

jimi_man

This sounds distinctly fishy. I had a look at their T’s and Cs and couldn’t find anything about this. Also the flight is six months away so there is still plenty of time for it to change again which would be another £90. 

As above, I’d ask to see where it says they can charge this. You can speak to the airline but they are likely to say it’s nothing to do with them (it isn’t really) and to contact your TA. 

dwpn00b

jimi_man said:

This sounds distinctly fishy. I had a look at their T’s and Cs and couldn’t find anything about this. Also the flight is six months away so there is still plenty of time for it to change again which would be another £90. 

As above, I’d ask to see where it says they can charge this. You can speak to the airline but they are likely to say it’s nothing to do with them (it isn’t really) and to contact your TA. 

Spoke to the airline and they said there is no charge from their side and they're allowing the agency to make free change. She said generally they don't get involved but she is helping to find something alternative and will try to give us free hotel for the long stop over.