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The Airline Has Changed My Flight

By: Sarah Clark (ILEX) - Updated: 30 Jan 2017 | comments*Discuss
 
Airline Cancelled Flight Compensation

“I’m due to fly to Australia for a family get together in just over two weeks, and it was all planned so that I’d be flying from Gatwick in the evening, giving me enough time to get to the airport during the day. I also booked extra legroom, a bigger baggage allowance and other perks for the flight as it’s going to be a long one.

“I had a telephone call from the airline this morning saying that the flight has had to be cancelled, and they will be switching me to an earlier one, which leaves at 10am. Not only that, but the plane is smaller, they can’t guarantee me more legroom, and I can’t have the extra baggage allowance.

“I paid for the extras, and although they are willing to refund the extra I paid, they refuse to budge on anything else, so now I’m either going to have to book a taxi or stay in a Gatwick hotel overnight. The flight will be uncomfortable, and I will have to take less baggage with me.“

Advice

Oh dear, it’s a difficult problem, but sadly there probably isn’t much that you can do in this case, because the details of your flight were changed well in advance. The airline are also offering to refund the premium that you paid for the extra baggage and leg room, so legally they don’t have to do any more than that.

Under EU law, you could alternatively ask the airline for a refund of the cost of your ticket, but that won’t help in your situation, when you still need to get to Australia.

Because your flight is departing on the same day as your original one, even though you have to stay overnight or book a taxi, you’re still expected to cover the extra cost. Most airlines have a clause in their booking terms and conditions which gets them out of the responsibility for extra costs like this. In most cases, if the new flight time is within 12 hours of the one you’d originally booked, you won’t be entitled to anything.

The only possible loophole to this would be if your flight had been changed drastically – from a day flight to a night one. A night flight is usually defined as a flight which leaves the UK between the hours of 10pm and 6am. If your flight had been changed the other way round, and was departing at least three hours later than originally planned, you might be able to squeeze some compensation out of the airline.

What Should I Do Next?

It’s still worth appealing to their better nature, and asking them for a discount or some money back on the flight, due to the inconvenience that the change in flight times has caused.

It’s also up to you to make sure that you don’t pay over the odds if you’re going to try and claim any kind of compensation. Stick to a basic hotel, or get the cheapest quote for a taxi you can find, and ask them very nicely if they wouldn’t mind contributing.

If they say no – there’s nothing you can do, I’m afraid

.

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Hello! My family and I decided to visit my wife's relatives in South Africa. We booked a connecting flight from Manchester via Dusseldorf and the entire ticket is booked with Air Berlin. The tickets were booked through an agend (Tripsta). I have just checked and the connecting time in Dusseldorf has just been reduced to 25 minutes, which means that the connecting flight will be lost. What can we do? Do we just show up and expect them to re-book us or should we contact Air Berling ahead of time? Thank you!
Chris - 30-Jan-17 @ 10:17 AM
I booked a holiday with first choice on Sunday Jan 22nd to costa del sol flight times were the draw, 9am out & 13.50 return have now had a flight time change 8.05am out & 21.10 pm return which now me and we will land at 23.O0 pm instead of 15.40I have only paid the deposit can I cancel and get deposit back? Also I check the web site and the holiday with the new flight times has been reduced I guess because the flights are at inconvenient times can I get a refund of the difference of £54.00 each or will I be wasting my time trying to contact them because they are covered by their t&c's
D - 27-Jan-17 @ 8:45 AM
Elaine - Your Question:
Myself, family & friends booked a holiday to Turkey last year. There was 5 adults & 6 children ranging from 15 down to 1 years old. We booked our holiday through Sunmaster, who we used last year & had no problems what so ever.On turning up at the airport to fly out to Turkey (the flights were with Thomas Cook) we were informed there were no flights to Turkey that day the next flight was more than 24 hours later.After several LONG phone calls we were informed that the flights had been changed in February before we even paid the final balance of our holiday yet no one had informed us.I had spent several HOURS on the telephone to both Sunmaster & Thomas Cook in the weeks leading up to our holiday as I am disabled & I had to arrange assistance for the flight & also medication enquiries. Every time they asked the date we were due to fly & again not one person I spoke to mentioned the change in the flights.After arriving at the airport & over an hour of speaking to various people in the airport & on the telephone we were informed that the changes to the flights had been made in February. We were told to keep receipts for any food, drinks etc & claim them back after our holiday. We also had to spend a night in a hotel by the airport.The change in the flights & also the timing of the flight meant we lost more than 36 hours of our holiday.Not only were we missing some of our holiday, we had also organised private transfers which they could not guarntee we would get when we did eventually get to Turkey.This was inconvient enough but add in a toddler & a disabled person, it was horrendous.Sunmaster have come back to us saying they will refund the money we spent due to the flight change but no offer of compensation for the inconvienance, the fact they had NOT informed us of the change even though the flight had been changed in February before we paid our balance & the loss of over a days holiday.Is there anything we can do about this?? What are our rights??We also had several complaints about the hotel for example cleanliness, building work & other points which they have not acknowledged at all. Again what are our rights for this??Thanks in advance

Our Response:
If you're not happy with the compensation being offered, then you may need to seek legal action. You should have been offered a refund at the time of the flight change if the flights were more than 12 hours different to those originally booked.
YourTravelRights - 7-Sep-16 @ 11:15 AM
Myself, family & friends booked a holiday to Turkey last year. There was 5 adults & 6 children ranging from 15 down to 1 years old. We booked our holiday through Sunmaster, who we used last year & had no problems what so ever. On turning up at the airport to fly out to Turkey (the flights were with Thomas Cook) we were informed there were no flights to Turkey that day the next flight was more than 24 hours later. After several LONG phone calls we were informed that the flights had been changed in February before we even paid the final balance of our holiday yet no one had informed us. I had spent several HOURS on the telephone to both Sunmaster & Thomas Cook in the weeks leading up to our holiday as I am disabled & I had to arrange assistance for the flight & also medication enquiries. Every time they asked the date we were due to fly & again not one person I spoke to mentioned the change in the flights. After arriving at the airport & over an hour of speaking to various people in the airport & on the telephone we were informed that the changes to the flights had been made in February. We were told to keep receipts for any food, drinks etc & claim them back after our holiday. We also had to spend a night in a hotel by the airport. The change in the flights & also the timing of the flight meant we lost more than 36 hours of our holiday. Not only were we missing some of our holiday, we had also organised private transfers which they could not guarntee we would get when we did eventually get to Turkey. This was inconvient enough but add in a toddler & a disabled person, it was horrendous. Sunmaster have come back to us saying they will refund the money we spent due to the flight change but no offer of compensation for the inconvienance, the fact they had NOT informed us of the change even though the flight had been changed in February before we paid our balance & the loss of over a days holiday. Is there anything we can do about this?? What are our rights?? We also had several complaints about the hotel for example cleanliness, building work & other points which they have not acknowledged at all. Again what are our rights for this?? Thanks in advance
Elaine - 6-Sep-16 @ 9:30 AM
I meant to ask who do we complain to Mercury Direct or Emirates ? Thank you
Max - 29-Aug-16 @ 5:44 PM
We have booked a holiday with mercury to India flying with Emirates leaving at 8.15 and a 2 hour stopover in Dubai. We have now found out our flight is in the afternoon and a 20 hour stop over in Dubai So we have booked a Hotel we no longer need and our 18 night Holiday will be 17 nights. Not at all happy
Max - 29-Aug-16 @ 1:00 PM
I neglected to say that the flight number has also changed. Thank you
Deecee74 - 25-Aug-16 @ 9:38 PM
Hi. We have just had emails from Emirates saying that times for flights booked for November have been put back by five hours. We have booked and paid for overnight accommodation near the airport which we now no longer need. A phone call to Emirates asking if compensation is available met with a curt, almost rude, 'no'. Not sure which is the most annoying, the flight change or being blanked out by so called customer service operative! Have you any advice? With thanks.
Deecee74 - 25-Aug-16 @ 3:02 PM
Evie - Your Question:
My son booked flights with Wizz air for 12 October 2016 as going to Scotland game on 11 October 2016, from Katowice to Glasgow. He thought the flight time had been change by 10 minutes but has just realised they have changed the flight to the 11th. We have now had to book Ryanair flights via London. He accepted the email he was sent as he thought it was only a time change, flights are useless as he needs to be in Travna on 11th October. His flight was to Glasgow. Is he still entitled to a refund? Thanks Yvonne

Our Response:
If the flights vary more than 12 hours, he should contact the airline for a refund.
YourTravelRights - 25-Aug-16 @ 11:19 AM
My son booked flights with Wizz air for 12 October 2016 as going to Scotland game on 11 October 2016, from Katowice to Glasgow. He thought the flight time had been change by 10 minutes but has just realised they have changed the flight to the 11th. We have now had to book Ryanair flights via London. He accepted the email he was sent as he thought it was only a time change, flights are useless as he needs to be in Travna on 11th October. His flight was to Glasgow. Is he still entitled to a refund? Thanks Yvonne
Evie - 22-Aug-16 @ 10:30 AM
Angel - Your Question:
We booked return flights to Sri Lanka with Emirates earlier this year for travel early 2017. We selected them based on having an only a couple of hours wait for the connection in Dubai. On the outgoing journey, the connecting flight from Dubai has now been changed resulting in a 6 hour wait in Dubai. This is not just a time change - the actual flight number has changed too. On the return journey the flight from Columbo has been brought forward by 4.5 hours resulting in having to be at the airport in the middle of the night and a 6 hour wait in Dubai again for the connection.Are we entitled to cancel our flights altogether and request a refund?

Our Response:
In general, schedule changes should only be to the time or the date and not the flight number. The airline should have advised of the process of refunding/or re-allocating in their terms and conditions. There is nothing in law that defines a "significant change" but what's often considered "significant" is where there is more than 12 hours difference to the flight, the flight has changed from day to night,or passengers would be required to travel lengthyto an alternative airport etc. Again check the terms and conditions. Even if they appear not to cover this eventuality, it's worth asking for a refund anyway.
YourTravelRights - 15-Aug-16 @ 11:45 AM
We booked return flights to Sri Lanka with Emirates earlier this year for travel early 2017. We selected them based on having an only a couple of hours wait for the connection in Dubai. On the outgoing journey, the connecting flight from Dubai has now been changed resulting in a 6 hour wait in Dubai. This is not just a time change - the actual flight number has changed too. On the return journey the flight from Columbo has been brought forward by 4.5 hours resulting in having to be at the airport in the middle of the night and a 6 hour wait in Dubai again for the connection. Are we entitled to cancel our flights altogether and request a refund?
Angel - 12-Aug-16 @ 8:57 AM
Kuney - Your Question:
My son and his family had confirmation of booking for tickets (booked in Feb) for flights in July 2011. With no knowledge of any changes they arrived at Heathrow to depart at 1005 for a flight to Zambia with one stopover in Cairo. They were informed that there was no flight at that time and one would be available at 1505 to Cairo. They were then told that they had to travel to Johannesburg in order to get a flight to Lusaka. They were not informed of these changes. The return flight was the same but in reverse, from Lusaka to Johannesburg to Cairo to Heathrow. Can they get compensation as well for the departure return flight to Heathrow from Lusaka as these changes were not on the tickets they originally bought in February.

Our Response:
Follow it up with the airline or ticket agent to see how the changes were communicated. It's likely that compensation could be claimed if they were genuinely not informed of the changes and the extra costs/time to be incurred. If it's a significant amount and the company will not compensate, you could try taking it through the small claims court.
YourTravelRights - 15-Jul-16 @ 11:16 AM
My son and his family had confirmation of booking for tickets (booked in Feb) for flights in July 2011.With no knowledge of any changes they arrived at Heathrow to depart at 1005 for a flight to Zambia with one stopover in Cairo.They were informed that there was no flight at that time and one would be available at 1505 to Cairo.They were then told that they had to travel to Johannesburg in order to get a flight to Lusaka.They were not informed of these changes.The return flight was the same but in reverse, from Lusaka to Johannesburg to Cairo to Heathrow.Can they get compensation as well for the departure return flight to Heathrow from Lusaka as these changes were not on the tickets they originally bought in February.
Kuney - 12-Jul-16 @ 4:39 PM
Lily - Your Question:
Hello my son booked for us all to ho to cyprus for his wedding next April. To but it politely it has been one HUGE mess up from start to finish. He has now received an email to say there is no flights available and are being transferred to Gatwick which is another 2/3 hours extra travel. This will include over night accommodation. Extra fuel.total inconvenience. The bride to be is sat in tears all of the time with the hassle. Is there anything we can do.first choice promised us a trouble free wedding!!!!

Our Response:
If the flight change involves an extra night accommmodation or travel expenses, you can ask for a refund.
YourTravelRights - 8-Jul-16 @ 12:51 PM
Hello my son booked for us all to ho to cyprus for his wedding next April. To but it politely it has been one HUGE mess up from start to finish. He has now received an email to say there is no flights available and are being transferred to Gatwick which is another 2/3 hours extra travel. This will include over night accommodation. Extra fuel...total inconvenience. The bride to be is sat in tears all of the time with the hassle. Is there anything we can do. ..first choice promised us a trouble free wedding!!!!
Lily - 6-Jul-16 @ 2:53 PM
Crawfy - Your Question:
Booked holiday on 7th May to Tenerife 3 adults and four children - Doncaster to Tenerife South. All confirmed. Received email yesterday to say that flights have been moved from 11.30am to 17.00 - meaning we will loose an afternoon and more importantly too late for the children as we will arrive at hotel after 11pm. The reason we chose this whole holiday was because of the friendly flight times. Is there anything we can do. When we call the number Thomson left us on the email - we go through the questions pressing 1, 2, 3 etc and then it says they are experiencing a large volume of callers please call later and then we get cut off. So frustrating.

Our Response:
Unfortunately it's unlikely you will actually be able claim anything back to this as the flights have not been altered by 12 hours or more. But it's poor practice of Thomson not to be available by phone. Here are some contact details:
Tel: 024 7628 2828
Post:
Thomson Holidays Customer Service
Westwood Business Park
Westwood Way
CV4 8TT
You can also download the Resolver Website App and use it to call Thomson Holidays.
YourTravelRights - 22-Jun-16 @ 10:54 AM
Booked holiday on 7th May to Tenerife 3 adults and four children - Doncaster to Tenerife South.All confirmed.Received email yesterday to say that flights have been moved from 11.30am to 17.00 - meaning we will loose an afternoon and more importantly too late for the children as we will arrive at hotel after 11pm.The reason we chose this whole holiday was because of the friendly flight times.Is there anything we can do.When we call the number Thomson left us on the email - we go through the questions pressing 1, 2, 3 etc and then it says they are experiencing a large volume of callers please call later and then we get cut off.So frustrating.
Crawfy - 21-Jun-16 @ 1:41 PM
I had a really bad experience with Emirates Hokidays. After purchasing a holiday package my family and I holiday were not allowed on the return flight despite having a confirmed ticket. We had to spend a night in Dubai and although Emirates paid for the accommodation we had significant issues due to inability to fulfill our work commitment (for both my wife and I had to take an extra day off work), having to miss doctor's appointments. prior to leaving my holiday destination for the return flight I had contacted the Emirates office 3 times to ensure that my booking was confirmed and despite several promises this has not happened. I have now written requesting compensation and they are delaying any response and 7 weeks and many emails and calls later I am still nowhere.. What are my rights? Thank you very much
Marco - 21-May-16 @ 6:39 PM
Nellyblue - Your Question:
Hello I have just had a Ryanair change of flight of a whole day. We chose the date to spend hubbys birthday on hols instead we are flying back on birthday. I know this is probably in t and c's but why does this happen. We have accommodation booked not just flights. Luckily we have not booked car park and other accessories. Not sure what we can do about accommodation yet am trying to bring it forward.

Our Response:
If the airline changes your flight time significantly (usually by more than 12 hours) - so you are travelling on a different day - you should be entitled to a refund or a more suitable alternative. In many cases airline terms and conditions set out this right, but even if they do not you can still request it.
YourTravelRights - 16-May-16 @ 2:39 PM
Hello I have just had a Ryanair change of flight of a whole day.We chose the date to spend hubbys birthday on hols instead we are flying back on birthday. I know this is probably in t and c's but why does this happen.We have accommodation booked not just flights.Luckily we have not booked car park and other accessories. Not sure what we can do about accommodation yet am trying to bring it forward.
Nellyblue - 13-May-16 @ 8:48 PM
have just checked into easyjet on line checkin to confirm what date to do this, noticed my flight has been changed from a 06.30am to 16.10pm take off, and the return was 10.55am now 21.10pm, not yet received any notification to inform me of this change, and have looked on their website to check this flight which no longer showing, only the later flight, it seems to have been changed. What cani do about this as we purposely booked this early flight time.
min - 11-May-16 @ 12:12 PM
Deanoo7 - Your Question:
TAP Portugal just changed my flight by 24 hours from the 21 to the 20st. can they do that as I still need to fly and is there any type of compensation especially losing a day work and having to change airport parking etc.Thanks

Our Response:
If the airline changes your flight time significantly (usually by more than 12 hours), you may be entitled to a refund or a more suitable alternative. In many cases airline terms and conditions set out this right, but even if they do not you can still request it.
YourTravelRights - 10-May-16 @ 12:20 PM
TAP Portugal just changed my flight by 24 hours from the 21 to the 20st. can they do that as i still need to fly and is there any type of compensation especially losing a day work and having to change airport parking etc....... Thanks
Deanoo7 - 7-May-16 @ 8:04 PM
Have had my flight from London to Dublin in just under a month cancelled and been put on a different one 5 hours later. The first one was 9:20 in the morning, this one is afternoon, but as I have to get across half of Ireland to get to where I'm staying this is no good for me. The airline are saying they don't have a better option. Wasn't even told about this I only found out by chance checking my skymiles account. It's the final leg of a return trip to Australia, can I get any kind of refund for this part of my trip so I can just book my own flight? If so how would they work out the amount? Booked it through a travel agent who are negotiating on my behalf but want to know what my rights are.
LittleJ - 29-Apr-16 @ 3:17 PM
jonesy - Your Question:
Hi , have just discovered on my holiday app that Thomson have changed my flight due in 2 weeks from Cardiff to gatwick , arriving in turkey 4 hours later , with 2 young children under 7 , this is after we booked the car parking thru their app

Our Response:
Contact the company to verify that this is the case, they should arrange some kind of compensation for you for the extra travel/expenses or change the flights for you.
YourTravelRights - 29-Apr-16 @ 10:42 AM
Hi , have just discovered on my holiday app that Thomson have changed my flight due in 2 weeks from Cardiff to gatwick , arriving in turkey 4 hours later , with 2 young children under 7 , this is after we booked the car parking thru their app
jonesy - 27-Apr-16 @ 8:37 PM
I booked flights in February to Gran Canaria with Monarch. I have now received an email to tell me that we will now be flying with a Latvian company called Smartlynx. I am a bit scared with this, can they do this? I have an ATOL certificate.y
Jana - 10-Apr-16 @ 1:09 PM
jac - Your Question:
Have on same day 10 mins apart been told 2 different things.during live chats my original holiday and flight times have not changed this by thomas cook holidays and then by thomas cook airlines that the return day is now 24hrs later. That means another day off work. I have had no info from thomas cook no telephone call. Txt or email. Know people on same flight who were informed of delay when I questioned thomas cook about this they said could have moved flights for number of reasons. If I am delayed 24hrs am I due compensation. It is 27 days until holiday

Our Response:
Check the terms and conditions of your booking. In general if your flights have been changed by 12 hours or more, resulting in you having to take extra time off work etc, you should be compensated.
YourTravelRights - 1-Apr-16 @ 12:20 PM
Have on same day 10 mins apart been told2 different things .during live chats my original holiday and flight times have not changed this by thomas cook holidays and then by thomas cook airlines that the return day is now 24hrs later.That means another day off work. I have had no info from thomas cook no telephone call. Txt or email. Know people on same flight who were informed of delay when i questioned thomas cook about this they said could have moved flights for number of reasons. . If i am delayed 24hrs am i due compensation. It is 27 days until holiday
jac - 29-Mar-16 @ 10:09 PM
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