First of all, am I being unreasonable and secondly what would you do next?
I am trying to get money back from flight tickets that I wasn’t able to take and so far it isn’t going well.
I live in China and bought tickets through an agent company to fly home to the UK via Hong Kong. Usually flying from Hong Kong is very simple from where I was living and
I could either take a bus or ferry there or a ferry directly to the airport. A few days after I bought the tickets Hong Kong introduced a 14 day quarantine to people coming from China. My flight was in a week so it wasn’t possible to do that even if I wanted to. I couldn’t travel immediately to Hong Kong because my baby’s passport hadn’t been issued yet but was due in the next few days (before the flight but after the boarder restrictions).
I heard conflicting information about taking the ferry directly to the airport so I first called the ticket agent company, they didn’t know. So I called the ferry at the airport and they told me yes, for now at least they were as long as the flight company had a counter in the terminal to check in and I must contact them. I contacted the flight company and they told me if I went to HK I would get quarantined. I repeated the question about ferry to the airport but they told me I would go to quarantine.
I am travelling with a young baby and luggage alone so I don’t want to take risks and tried to cancel the flight but the travel agent told me I wouldn’t get any money back. It would also cost me more money to change the flight and they advised me that wasn’’t worth doing. There has been some backwards and forwards that went nowhere so I have been in contact with the flight company directly and they also said they won’t compensate me.
The reason that I had to cancel was because the flight company’s customer service told me I would go into quarantine and couldn’t get to the airport but apart from that at that time I had mostly spoken with the travel agent.
Am I being unreasonable? It is a lot of money for me and I had to rebook more expensive flights from a less convenient city after that (same travel agent but different flight company). Now I have their decision and I want to appeal further, what would you advise I say and to which company do you think I should take it up with?
I hope I have given all the information, any advice or suggestions are much appreciated.