Flights change during holiday booked with Travel Republic. What are my rights?l

pathris

Hi all,
I am looking for some advice.

We booked a package holiday (flights + hotel) through Travel Republic. While on our trip, we were informed that our return flight was cancelled and rebooked for the following day — meaning we now need to stay an extra night.

Travel Republic has refused to cover the extra night at our current hotel, saying the rate quoted is too high. Instead, they’ve offered alternative hotel options. If we accept the alternative hotel (which means packing up and moving for just one night), would we still be entitled to any compensation for the inconvenience? Also are we entitled for compensation for the extra day of airport parking and missed day of work due to the flight change? Who shall we seek compensation from - TR or airline?
Thanks in advance for any insights.

Westin

If you booked this as a package then TR would be responsible for ensuring you had an extra night accommodation whilst waiting for your new flight. It does not however need to be the same hotel that you have been in for your holiday. It also may be a lower grade. Check if they are rescheduling your transfers or if you need to do these.

There is no obligation on TR or the airline to pay for extra car parking, vet kennels etc.  The airline is however responsible to pay you back for any reasonable out of pocket expenses whilst you are overseas, such as food, a call home, transport to/from airport to overnight hotel. Keep receipts and submit to airline following their laid down procedures.

pathris

Westin said:

If you booked this as a package then TR would be responsible for ensuring you had an extra night accommodation whilst waiting for your new flight. It does not however need to be the same hotel that you have been in for your holiday. It also may be a lower grade. Check if they are rescheduling your transfers or if you need to do these.

There is no obligation on TR or the airline to pay for extra car parking, vet kennels etc.  The airline is however responsible to pay you back for any reasonable out of pocket expenses whilst you are overseas, such as food, a call home, transport to/from airport to overnight hotel. Keep receipts and submit to airline following their laid down procedures.

Thanks for the quick response. We booked this as a package through TR. Wouldn't they be responsible for the compensation? They did arrange a transfer to the new hotel and from there to thevairport. However we are on all inclusive basis so far and in the new hotel we need to pay for our diiner. I checked the reason for the flight cancellation and it is a technical problem which makes it difficult to get and compensation from the airline directly.

Caz3121

in the case of flight delays/cancellations the compensation claim is against the operating airline. This assumes that this is a UK/EU airline or the flight is departing from the UK/EU
You will keep your receipts for dinner and submit to the airline for reimbursement under Duty of Care expenses
Compensation would be a fixed amount based on distance. A technical problem is within the control of the airline so should not make it difficult
You would need to check your travel insurance policy to see whether they would cover your extra parking etc (the fixed compensation amount should cover these costs)

pathris

Thanks for the guidance. It is Air Mauritius traveling from Mauritius to London Gatwick.

eskbanker

pathris said:

Thanks for the guidance. It is Air Mauritius traveling from Mauritius to London Gatwick.

That's outside the scope of the UK/EU flight delay/cancellation regulations, so your airline rights would be governed by:

1. The airline's own Ts & Cs
2. Any regulations defined by the Mauritian aviation regulator
3. Ultimately the Montreal Convention

but it'll probably be more straightforward to reclaim from Travel Republic under regulations 15 and 16 of the Package Travel Regulations.

These ought to ensure that your reasonable direct costs en route (accommodation, meals and additional transfers) are reimbursed, but won't cover any additional costs like UK car parking or anything like work-related compensation, so, as above, you'd need to ascertain your insurer's coverage.

Alan_Bowen

For  a return flight, you are really wasting your time contacting the airline, in most cases they don't even respond! Air Help which is a commercial organisation helping people claim EU compensation place them in the bottom10 international airlines in the world for customer service, TripAdvisor give them a score of 1.5. They are cancelling flights months in advance, most of the Board of Directors were fired earlier this year but it is the only direct flight and Emirates want a £1000 more in most cases to fly via Dubai.

Travel Republic is actually owned by the Emirates parent company dnata and should be able to sort out accommodation and transfers without a problem but as advised, anything else is up to your insurance policy.

pathris

Thank you all for your advice. I'll chase everyone - TR, airline, insurance and let you know who and what I managed to claim for, so I can help others in the same situation.