My journey firm cancelled my go back travel

Gill Charlton has been preventing for Telegraph readers and fixing their journey issues for greater than 30 years, successful refunds, righting wrongs and suggesting answers.

This week’s query…

Expensive Gill,

My son Sam booked an “open-jaw” go back with Virgin Atlantic (flying to New York and again from Seattle) with Virgin Atlantic thru TravelUp for £1,188. When he attempted to test in on-line for his outbound flight on Sunday July 17, it were cancelled through the airline.

I rang TravelUp that night time – and the following morning – to learn it was once running with the airline to search out another. Shall we see Virgin financial system flights had been booked forged that day, so I purchased Sam a one-way price tag to New York with British Airlines as he had to be there for paintings at the Monday.

TravelUp now says the go back leg can be cancelled as a result of he didn’t stay up for a substitute for be discovered. He’s going to be refunded for the unique price tag however the present one-way fare again from Seattle to London – at the similar Virgin flight he was once booked on – prices from £1,542. Why received’t the airline honour the go back price tag?

– Mark McCormack

Expensive Mark,

Scheduled airways promote trips, no longer particular person flight tickets in the way in which that low cost airways do. This implies flights will have to be taken in series below World Air Delivery Affiliation (IATA) laws. That is to prevent consumers purchasing a flight price tag in a 3rd nation the place fares are inexpensive (to inspire trade) and handiest flying, say, the London to New York sector. This can be a contractual time period discovered within the Stipulations of Carriage of all IATA contributors.

Virgin Atlantic notified brokers on July 1 that VS137 from Heathrow to New York JFK was once cancelled because of loss of team. TravelUp must have notified consumers at this level however advised me that its group of workers are suffering to procedure the huge selection of time table adjustments coming thru from airways. 

I requested Virgin if the rest might be achieved to reinstate the go back price tag, because the airline itself had cancelled the outbound flight. It has agreed to try this even supposing it isn’t same old coverage. Consumers will have to stay up for the airline to search out an appropriate choice or settle for a complete refund. This permits the client to guide a go back price tag with any other airline which is most often a lot inexpensive than purchasing unmarried fares.

TravelUp says it’s launching a brand new app this month to automate notifications of time table adjustments. This must lend a hand with verbal exchange however, given the dimensions of the issue, travellers must take a look at their flights are running 14 days upfront of journey – the date and then airways will have to pay reimbursement if a flight is cancelled.


Gill takes on a unique case every week – so please ship your issues to her for attention at [email protected] kingdom. Please give your complete identify and, in case your dispute is with a journey corporate, your deal with, phone quantity and any reserving reference. Gill can’t resolution each query, however she is going to lend a hand the place she will be able to and all emails are said. 

https://www.telegraph.co.united kingdom/journey/recommendation/stranded-usa-travel-agency-cancelled-return-journey/

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