Flight change to day before - no offer to cancel and rebook different flights!

dominicnp · 15 July 2019 at 7:05PM

Hi.

I booked flights for myself and two others for a holiday using the website "travelup".

The flights are BA flights at the end of November. Unfortunately BA have cancelled the flight and there is now a new flight but going the day before. Not only do we not have accommodation for that extra night but we have also booked parking/taxi to/from the airport as well. Finally we are also not able to make that new flight a day earlier due to work committments.

I would have thought that we should at least be offered the option to cancel and receive a full refund but Travelup have sent the following message. Does anyone know what our rights are under consumer law regarding this? Thanks in advance!:

Thank you for booking with us. We are sorry to have to write to you with details of a change to your booking.

It is with regret that on this occasion the flights on which you were travelling on has been affected by a schedule change.

The new and revised details are as follows:

Passengers Names:

XXXXX

Flights schedule

BA 890 29NOV LHRSOF 0810 1315 - Cancelled flight

BA 890 28NOV LHRSOF 1245 1750 - New Flight day earlier.

Please reply to this email as a confirmation of acceptance or concerns regarding the revised schedule change.

Note : We will not be able to reissue your e-tickets until we receive the confirmation email from you.

Airline schedules are planned many months in advance and the flight information in our reservation systems and on our website is accurate at the time of reservation. However, occasionally flight times do change to meet the scheduling requirements of the airports and airlines booked and we take all reasonable steps to ensure that any schedule change information is conveyed to our valuable clients as soon as possible. This is in line with our terms and conditions.

Please check all details to ensure these are satisfactory as this may have a major impact on other travel plans that have been made. Please ensure that any hotels, transfer or tour bookings etc. booked elsewhere are amended in accordance with the new flight details

Please note we are unable to offer any monetary gestures towards out of pocket expenses if you have a booking with us and no compensation will be offered on schedule changes as covered in the Terms and Conditions of carriage.

Please accept our sincere apologies on behalf of the airline for any inconvenience this may have caused.

bagand96 · 15 July 2019 at 7:22PM

Have you called Travelup to discuss this with them?

The airline (well a booking computer) will provisionally rebook you onto the closest available flight. They then notify the passenger or the travel agent, which is what has happened here. As Travelup state, this isn’t confirmed at this time as they need your acceptance of the revised schedule.

If the new flights are not acceptable then you need to see if they can offer you anything more suitable, and if not then they should offer a full refund. To do this you’ll need to speak to Travelup, who I turn will need to speak to BA (unfortunately when you book via an agent, the airline is unable to deal with you directly, so you must go via Travelup)

However, it will be worth you looking at the BA website to see if they, or their codeshare partners, have anything suitable on the day you wish to travel. That way you can have some proposals ready when calling Travelup.

EDIT: Just noticed your flights are to Sofia. BA do indeed seem to have cancelled their Friday flight on your date and don’t seem to have anything else available unless you go the day before/after. Might be worth you asking for a refund and using a different airline/airport - plenty of choice on that route from London

dominicnp · 15 July 2019 at 7:27PM

thanks

i havent spoken to them yet so will do that tomorrow and I'll check to see what other flights are available as well.

Thanks again!

cubegame · 15 July 2019 at 7:39PM

Is there any reason you booked via Travel Up?

For future reference you should almost NEVER book with an agent rather than with the airline directly.

Westin · 15 July 2019 at 8:00PM

Looks to be a fairly standard worded schedule change notification.

If it doesn’t suit you can ask for a refund.

steve1500 · 16 July 2019 at 8:07AM

We just had our return flight from Gibraltar cancelled. We booked direct with BA,

They did offer a few other suggestions but nothing was convenient BA processing full refund.

Now booked with Easyjet

Flight change to day before - no offer to cancel and rebook different flights!

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