My complaint:
I have booked on 13th May a flight from ISB to LON on 23rd Sep.
Sent an email on 26th Aug stating flight has been cancelled.
Due to bank holiday, spoke to an agent on 29th Aug who said they have found an alternative flight on 24th Sep and sent me email ing this and asked me to call back to finalise.
Called back on 30th August and asked them to the new booking. The agent came up with all sorts of excuses, including suggesting the flight isn’t available. When I stated I am sitting in front of their website and BOTH Sat 23rd and Sun 24th flights are available and same economy ticket is being sold with same baggage allowance, tried to suggest there is a difference in the seating and that’s why they can’t offer this as an alternative.
Asked him to escalate and he wouldn’t do this, stating he knows they won’t do anything and he is correct etc.
I insisted on it being escalated and was told he would do this.
Both flights are still available and tickets are being sold. I suspect they are trying to cancel my tickets to sell more at the latest price which is more expensive than when I purchased.
Suggested solution:
Offer the original flight or a reasonable alternative.
Cancelling for a refund is unacceptable. The circumstances are completely different now and a refund isn't adequate compensation for the issue with fault squarely on their side. Additional costs incurred as well as inconvenience should be appropriately compensated.
