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Original poster

Help please! Cancelled flights and package holiday shenanigans...

25 replies

SummerSazz · 06/08/2022 09:36

Booked a holiday for 3 friends and 4 DC through a well known online package holiday company who I've used before with no issues

They messaged me to say our flights have been canx and they would look to rebook us but not contract them.

Waited a couple of days and now they are saying the flights are £1k+ more and we'd have to contribute (slightly oddly worded so unclear if this is negotiable). We don't have this amount of money....

Does anyone know if they are obliged to find another flight or is this only airlines where is is <24hrs away or you are stranded? We don't fly until the 26th

They are offering a full refund but we won't get the same for the price now the world has gone mad

I've tried to read the T&C but they are a million pages of tiny print.

OP posts:
WeAreTheHeroes · 06/08/2022 09:43

You need to read those Ts and C's! Find the section that states "if your chosen flights are cancelled". I bet they state that if the replacement flights are more expensive you'll have to pay the difference. Transferring you to a different flight at no cost is about getting you home under the ATOL rules - you haven't travelled yet and they could cancel completely - and they e offered a full refund.

You need to understand whether you can pay the additional costs first. What exactly is the wording of their message to you? I would start looking for a replacement holiday you can afford, if there's anything available.

Original poster
SummerSazz · 06/08/2022 09:50

WeAreTheHeroes · 06/08/2022 09:43

You need to read those Ts and C's! Find the section that states "if your chosen flights are cancelled". I bet they state that if the replacement flights are more expensive you'll have to pay the difference. Transferring you to a different flight at no cost is about getting you home under the ATOL rules - you haven't travelled yet and they could cancel completely - and they e offered a full refund.

You need to understand whether you can pay the additional costs first. What exactly is the wording of their message to you? I would start looking for a replacement holiday you can afford, if there's anything available.

Thankyou - kind of as I thought and will dive back into T&C's (wasn't what I needed to do last night after a brutal work week!)

Snip of message attached

Help please! Cancelled flights and package holiday shenanigans...
OP posts:
KonTikki · 06/08/2022 10:02

I was booked with a ferry company last summer who kept cancelling our sailing, covid related. Each time they offered us to either rebook or get a full refund.
We needed to go so rebooked at a higher price, this happened twice.
When I queried why the cost kept increasing for us they stated that their T & C had changed and basically tough.
Not much we could do about it. We eventually got away but at a higher price.

Interested in this thread?

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Flying Holidays
mashpot · 06/08/2022 10:03

Are you sure that email is legitimate, from the holiday provider? Reads like a scam ‘put towards it’.

CatsOperatingInGangs · 06/08/2022 10:05

Agree with PP, the language and typo in the email look dodgy to me

Motnight · 06/08/2022 10:06

The message isn't very well written. Are you absolutely sure that it's come from the holiday company?

webuiltthiscityonrockandwheat · 06/08/2022 10:07

That reads like a scam to me. Also would be why they didn't want you to contact them. Can you call the company from the number on their website?

Helpmethinkofasolution · 06/08/2022 10:08

Definitely a scam, no company would say 'very expensive' and why no flight details

CourtneeLuv · 06/08/2022 10:08

That looks like a scam to me too.

Skyeheather · 06/08/2022 10:09

Look up the flight yourself and see how much it costs. If it comes in cheaper send them the screenshot and argue the cost. Given the number of passengers and that it's a return flight the price might be correct. Very easy to find out though......

Original poster
SummerSazz · 06/08/2022 10:10

It's come from the platforms internal messaging service not an email so think it's legit

They just say their customer services is very busy so to message and wait for a reply rather than call. This is on their main page rather than in the message

OP posts:
Original poster
SummerSazz · 06/08/2022 10:11

It is very badly written but hence thought might get away with offering less.

OP posts:
Original poster
SummerSazz · 06/08/2022 10:11

Skyeheather · 06/08/2022 10:09

Look up the flight yourself and see how much it costs. If it comes in cheaper send them the screenshot and argue the cost. Given the number of passengers and that it's a return flight the price might be correct. Very easy to find out though......

Yes, will recheck the flight cost now. Thanks

OP posts:
gogohmm · 06/08/2022 10:12

If it's a package holiday they are liable to pay it, or they cancel, contribute makes me wary that this isn't a legitimate package holiday but an agent booking 2 separate things

Original poster
SummerSazz · 06/08/2022 10:14

Flights are coming up at £2k so £1k additional over original flight cost probably isn't unreasonable. Clearly better for them just to cancel which is a pita

OP posts:
RightMessUp · 06/08/2022 10:21

I don't think they are obliged to do anything other than offer you a full refund. It's really shitty of them to cancel it so late in the day though.

www.gov.uk/government/publications/package-holiday-refunds-and-cancellations/information-about-package-holiday-refunds-and-cancellations

Original poster
SummerSazz · 09/08/2022 10:55

Update - for those who helped and are interested!

They came back with an additional contribution of £835 which was still crazy...

Anyway, finally spoke to the lovely David today and switched airports (actually better for us) and only have to pay an additional £224 (£32pp). They have (so they say) contributed all their profit and no transfer admin fees.

It was beyond their control that the flight was canx and they have been very helpful (when you could finally speak to them!) so my faith in online holiday companies is restored somewhat.

After a stressful few days it is def the best outcome Smile. Thanks to everyone for helping me through it as a place to vent!

OP posts:
Lineala · 09/08/2022 10:58

There are flights to Rhodes on 23rd for £82 each.

CormoranStrike · 09/08/2022 11:03

That reads like a scam to me - are you sure it is genuine?

Original poster
SummerSazz · 09/08/2022 11:10

It's all sorted!!!

OP posts:
WeAreTheHeroes · 09/08/2022 11:18

That's great news @SummerSazz - what's happened?

ZingotheDingo · 09/08/2022 12:39

if you read the OPs posts it explains everything.

Strange that.

Original poster
SummerSazz · 09/08/2022 12:58

ZingotheDingo · 09/08/2022 12:39

if you read the OPs posts it explains everything.

Strange that.

Thankyou!

OP posts:
WeAreTheHeroes · 09/08/2022 14:54

ZingotheDingo · 09/08/2022 12:39

if you read the OPs posts it explains everything.

Strange that.

ODFOD - I missed one of the OP's posts 🙄

Sounds like you got a good and sensible solution.

Kup · 09/08/2022 15:54

Great outcome!

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