Inaccurate cancellation information cost me extra £132

We were contacted by a consumer who had been affected by recent airline cancellations. She had booked a return flight from Belfast to Stansted in July 2019. She was contacted at the beginning of April 2019 to advise that both flights were cancelled. She booked alternative flights with another airline costing a further £132.17 as the original airline offered no suitable alternative. However, she then received a further email from the airline later that same day to advise that only the return flight was cancelled and the outbound flight was still operating. The consumer tried contacting the airline via its website to request a reimbursement but had no success.

Action

We acted on behalf of the consumer and contacted the airline to request a refund of the unused flights along with the difference in cost between the original flights and the alternative flights booked.

Resolution

The airline apologised for the inaccurate information that was sent to the consumer and they reimbursed a total of £132 to the consumer.