Airline with ridiculous flight change - what rights if any?

[jondude]

Was scheduled to return to UK from Japan via China in a few weeks. The airline has now changed the flight from Tokyo to China so it has me arriving 8 hours AFTER the connecting flight to London.

Agency in London are advising re a refund but doing the 'subject to fees and conditions of ticket' but I put to them this ridiculous change has removed my promise of carriage to the UK on the original ticket/contract. That in essence the airline is forcing me to cancel and so should give a fee free refund - a full refund of the return leg.

Anyone know where I stand? Seems wrong to me they can make such a stupid change and still take most of your money if not all from it as you simply cannot fly The Chinese airline said ' we will sort it out when you are in China' then went deaf when I said why not do so now and at least book me on the very next London flight so I can travel from Japan in relative peace.

(Insurance taken does not cover this they tell me as yes...I will be cancelling, not the airline)

[jondude]

Thanks for above - is the same airline throughout. Flew me out no issues but have now made these changes to the return leg.

I did indeed suggest they could send me on any alternative route and yes, politely said I did not really want to be waiting in China for them to 'sort it out' any longer than necessary.

[jondude]

anonymous said:

[redacted]

Sorry maybe I misunderstood.

2 flights, one from Tokyo to China, then China to London - both flights with same airline. When I checked in for the flights out (London- China, China Tokyo) they issued boarding passes for both flights.


The original had me landing 5 hours before the London flight, now that flight has been changed to another (with same airline) that gets me there 8 hours after the London flight is scheduled to leave.

[jondude]

wisbech said:

Yes, it is Air China’s responsibility then (as a single through ticket). Yes, they should rebook you on another PEK-LHR flight (if they are still flying - corona virus and all that)

But given that China is in complete chaos, with tens of thousands of cancelled or changed flights, yeah, they’ll get to you case when they get to your case, which may be as late as when you turn up to check in...

You can be in China up to 3 days without a visa on transit, so might involve overnight stay, in which case they should give you hotel room.

This is indeed what the locals here are saying - just go and let them sort it out as they have a duty to get you home and take care of it. As you say though, could mean a day or two there which is not an attractive thought.

Thanks for the help.

[jondude]

anonymous said:

[redacted]

Single trip Lon-China- Japan and Jap-China- London all on one e ticket/booking reference and same airline.

[jondude]

Thanks all.

Present mindset is to turn up in Tokyo and see what happens once check in sees they have us booked on flights that do not work. There is another flight to London the next day after we arrive so we will push like mad to get on that.

My other idea with this tactic is if they refuse us boarding in Tokyo, that is they cancel the ticket as we stand there, then we must (?) have a right to compensation beyond a few dollars 'refund after fees'? (Hence why I think they will get us on that flight even if it means business class...well, you can but hope )

We shall see.

[jondude]

PorkInsider said:

I'm sure they'll sort it at some point - maybe at the airport when you check in, though...

I had a sort of similar experience on a business trip to Karachi when the 737 Max was first being taken out of service. Oman Air rebooked me on a flight from KHI to MCT which would arrive after my flight from MCT to MAN left.

They did eventually fix it after a few calls but at first they seemed struggle to understand the issue. I assume because they're not used to the system allowing them to mess up in that way but because of the cancelled flights it did?

OP, are you sure they haven't mistakenly rebooked you on the wrong day and in fact you're heading for a 16hr stopover rather than being 8hrs late?

Fair question - I thought too that HAD to be the case - and indeed I made sure I had a few cups of tea so I could be sure I was not missing something as it seems such a weird mistake to make.

But no, neither I nor others can see anything beyond China to London Feb 21 leaves 11.35 am

Tokyo to China arrival China Feb 21 at 8 pm. (20:10 on the ticket)


I have put that to both the London agency and the Chinese Airline - put me on a Tokyo flight on Feb 20, I don't mind a long wait just get me home. I think as you say the junior staff on the phones and chat lines just don't know what to do and waffle until you give up.

Edited by jondude on Friday 7th February 08:18

[jondude]

Sheepshanks said:

jondude said:

Agency in London are advising re a refund but doing the 'subject to fees and conditions of ticket'

What do the "fees and conditions of ticket" say? Maybe they're just quoting that automatically, and in fact the conditions say you're entitled to a full refund.

Conflicting figures here - e-ticket says 'based on journey used or left minus about 200 quid for their fees'. The Chinese Airline have said they are waiving fees and giving a a full refund but cannot give a figure as I must apply for it. Worryingly, they add 'on most tickets'.

A rep of another airline here has said as others here, that I should not cancel as that is the easy option for them and costliest for me, but rather turn up at check in and leave them to sort it out there. Either we get a confirmed journey or we should have a refund taken care of there and then.

I'd rather we just got home so yes, as there is hope they could sort it out then off to the airport it is.


I'll let you know how it goes - thanks and thanks all.

[jondude]

Appreciate all posts.

On the virus then sure, it is a concern but airport and air travel always is.


And yes, have said to myself I will go to the airport here 24 hours early and see if they can confirm a route but if not, cancel. The curious thing is they cannot (I think) let me board a plane to China that does not have a connecting flight within 24-72 hours as then I need a visa to stay. So I am hoping they can sort it out in Tokyo before we board. They fly to Birmingham and Stansted too so I will have some suggestions

If not then yes, the thought of taking on queues for the one or two transit desks in a stressed airport (and the virus too) is too much to contemplate.

• Airline is China Southern and I think they have pulled out of all alliances.

[jondude]

Quick update to close things:

Agency in UK ignored all emails and would not answer phone - they do answer on Trip Advisor as there they are getting a hammering

Went to China Southern office two days before the flight and there they re-routed me without issue. Guangzhou airport was like a horror film, absolutely deserted - just ground staff in all their virus protection suits and masks. Very eery, the staff were thanking me for being there and not 'abandoning us'.

So thanks all for the advice on here, it does indeed seem an agency ticket has the agency in charge until check in/24 hours before you fly but then the airline can step in.


One note for anyone flying to China or beyond, China Southern will put you up at a hotel if the gap between flights is 8 hours or more - they have a hotel in Guangzho.

BUT....only if you go through Guangzho. This helped me as when they saw the direct flight to London was 12 hours they asked if I would go via Amsterdam with only a 3 hour wait and seeing as I just wanted outta there I jumped at it.

Edited by jondude on Friday 21st February 13:52