Airline refused to reimburse our expenses following flight cancellation

We were contacted by a consumer following a flight cancellation from Malaga to Belfast. The flight had been cancelled due to bad weather, therefore no compensation was payable. However, the airline refused to reimburse the couple for all of their expenses despite receipts being provided.

Action

We contacted the airline on behalf of the couple and asked them to explain why some of the expenses were not refunded when the costs were reasonable and receipts had been provided. 

Resolution

The airline apologised for the error and agreed to reimburse the remaining £66.53 to the couple.