Cancelled Flights

pangit58

Hopefully someone can offer advice, as I am getting more frustrated by the minute, and the information I can find is sometimes contradictory.

Some weeks ago I booked some BA flights for my daughters through an online travel agency, Trip.com. The flights, London/Stockholm/London are in May. Everything was fine, until this weekend, when we were advised that BA had cancelled the return flight. New flights were given, but much earlier on the same day, so are unacceptable as there is no way they can make those flights. We didn't accept those flights through the email I was sent.

I have tickets for myself on the same flights, but not through Trip.com, and was easily able to rearrange acceptable return flights, but via Helsinki.

I contacted Trip.com this morning via their chat line, and advised that the flight they had "rebooked" them on was unacceptable, and stated if they got them on the same routing as me, i.e. via Helsinki, that was fine. They kept offering me alternative flights, including the flight that was cancelled (!!!), but none were the return via Helsinki, they said they could only offer direct flights. After saying this was not acceptable they elevated it to another team who would revert in 2 to 3 hours.

I got fed up with waiting, so called BA directly, and after getting my daughter to add me as an authorized person on the booking, tried to get the changes done.  (The first person I spoke with at BA said this was no problem after I was authorized).

After finally getting through again, my identity could not be verified as I couldn't give the billing address or phone number on the booking (probably because it was the agency address and phone number). I then got an email from Trip.com saying the booking rules said I couldn't change flights so was stuck with the 0800 flight.

Tried BA again, who now said, that since this was booked by an agent, only the agent could make changes, and new tickets had already been issued....news to me !!!. So again contacted Trip.com, who said they could only offer what came up on their computer, and for any other change I'd have to contact BA...........who, lets face it, caused the problem by cancelling the flight.

So, a few questions

1) Given that BA cancelled the flight, are they not obliged to rearrange suitable flights, even if with another airline ?
2) If I accept a refund, and rebook flights, if I have to spend more, which I will, can I claim the extra sum from "someone" .....I would assume BA ?

Any input would be appreciated, as at the moment I am being bounced back and forth between BA and Trip.com, and not sure who to listen to.

Caz3121

the downsides of using a third party....
You need to deal with Trip.com as currently they own the booking
1. yes - A good agent would work with the airline and could probably get the result you are looking for. Some third parties just focus on selling tickets and are not so hot on working for their customers and if they do there will possibly be service fees involved.
If you take a refund you will also likely lose a service fee for the them working with the airline on your behalf and I would not be 100% confident that you would be able to recoup the difference for new tickets.
There are so many horror stories re third party ticket sellers I would only book direct with the airline now.