JAL and Finnair

kuepper

I had flights booked via booking.com  with Japan Airlines to Manchester via Helsinki flying with Finnair and codeshared with JAL. JAL have told me the  Helsinki-Manchester flight has been cancelled. It seems it's because of industrial action by Finn pilots.But they haven't given me any options of getting home and their app and website don't seem to be equipped for sorting this out. I thought it might be possible eg to fly a day later the same route or to fly via LHR either on my chosen date or a day later. Booking.com are of no help, they just ask me if I want to cancel the first flight and get a refund for the 2nd one cancelled by JAL. I can't find a customer service number that works for JAL and don't know what to do. Also don't know how any flight compensation is affected by what I decide.

eskbanker

Assuming the notification from JAL directed you towards website or app, what happens when you try to rebook there?  Or if there were contact numbers specified, what happens when you try to call?

Under the UK261 regulations, it's actually the operating carrier who is responsible for rerouting you when cancelling flights, so you could try Finnair?  It might be complicated by virtue of the ticket being a multi-leg one but they should be able to help.

Compensation should apply if the cancelled flight is within the next two weeks and the reason for the cancellation is something within the airline's control.

Westin

It appears Finnair (AY) are taking preemptive action cancelling flights ahead of a threatened strike on 9 and 13 December by their flight deck crews.

Do you have, or can you obtain the PNR# for the AY flight?  As AY and JL are both OneWorld members it may actually be the same.  Whilst alternative options for the cancelled AY flight may not be available on the JL app/website, you might find better options if you access via the Finnair website.

I fear booking with Booking.com/GoToGate will add complexity and annoyance to you sorting this out. Hopefully you can 'control' and see options directly with the AY website.

kuepper

ItWestin said:

It appears Finnair (AY) are taking preemptive action cancelling flights ahead of a threatened strike on 9 and 13 December by their flight deck crews.

Do you have, or can you obtain the PNR# for the AY flight?  As AY and JL are both OneWorld members it may actually be the same.  Whilst alternative options for the cancelled AY flight may not be available on the JL app/website, you might find better options if you access via the Finnair website.

I fear booking with Booking.com/GoToGate will add complexity and annoyance to you sorting this out. Hopefully you can 'control' and see options directly with the AY website.

Finnair say it's down to booking.com and booking.com say it's down to Japan Airlines, and Japan airlines just don't seem contactable by any means whatsoever 

Westin

It indeed normally and correctly should be referred back to your booking agent - but - at times like this with flight disruption, and given that you have probably GoTo Gate involved, it will be a frustrating game of back and forth.  If one or more legs have already been flown you may find that the control of the reservation is back with the airline.  I suggested the AY option as it might have been an easy by-pass for you.  You can of course continue to push booking.com/gotogate for a solution if you wish.

kuepper

I've ended up having to cancel my flight from Tokyo to Helsinki as booking.com said they couldn't find any other available flights to get me back to Manchester from Helsinki. I've booked a new trip back from Tokyo to Manchester with Cathay Pacific at £500 which gets back a similar time to the cancelled flight but I have to leave Tokyo 6 hours earlier than planned.

Booking.com have asked Japan Airlines for a refund of my flight cost but I'm confused as to what if any compensation I can claim. It seems Finnair is the airline I'd claim from as they are the actual carrier. I doubt my refund from JAL will cover £500 so can I claim any difference from Finnair? Can I claim additional fixed statutory compensation just for the mere fact of cancellation and would that just apply to the 2nd leg or both legs as a result of me having to rebook my whole journey? I received notice of cancellation at 0500 UK time on 26th November and was due to fly from Helsinki at 0805 on 9th December so I was given less than 14 days notice and the distance between Helsinki and Manchester is 1800km

mdann52

How much notice of the cancellation have you been given?

eskbanker

mdann52 said:

How much notice of the cancellation have you been given?

See the sentence immediately above yours!

kuepper

mdann52 said:

How much notice of the cancellation have you been given?

13 days notice

Caz3121

did the notification come from booking.com/gotogate or from the airline?

kuepper

Caz3121 said:

did the notification come from booking.com/gotogate or from the airline?

2 notifications arrived simultaneously, 1 from Japan Airlines and one from Gotogate/booking.com