Hi
This is my first time posting on here so stick with me if i babble a bit
I booked a holiday with Hayes & Jarvis in a Thomson's branch in January this year for a trip to Las Vegas over Thanksgiving. At the time of booking I told my booking agent that we could only stay for 6 nights because my partner's holidays go from Monday - Sunday, so we were unable to go for a full week because of the the time difference coming home.
I added the booking to my British Airways Executive Club account and that was the last contact I had with them. However last week I randomly logged on to my BA account and discovered that my return flight had been cancelled and we had been rebooked onto a flight the next day!
I called my agent who had no idea this had happened, they then contacted Hayes and Jarvis who confirmed the change only after speaking to their operations department. My agent then told me this is standard procedure if a flight was cancelled and I would have been told 'in due course' and we were liable for the additional nights accommodation should we choose to accept the change. As it was incompatible with my partners holidays I turned down the new flight and instead I got placed on a new flight on the original date, arriving in Heathrow instead of Gatwick.
I could smell a rat though, why hadn't I been told, and when did it happen? So I called BA directly who informed me the flight was cancelled in JANUARY! That means H&J have had nearly 7 months to tell me this flight had changed.
The girls I spoke to at Thomson's were quite outraged and encouraged me to send in an email of complaint via them to H&J and to expect a reply within 28 days.
I was just wondering what other people think of this situation. Do you think I have a case to complain here, and do you think I should expect compensation in the form of an upgrade or something along those lines?
Thanks
There is also the question of who your contract is with as Thomson and H&J are part of Tui. Is your booking with Thomson (as distinct from your flight itself which you say is with BA) or with H&J with Thomson only acting as agents. Any claims for compensation hinge on that. The girl at Thomson was simply wriggling out of things if your contract is actually with Thomson.
Sending an email via Thomson is not a very satisfactory way of doing things, far better that you should write a letter sent recorded delivery direct to H&J indeed you might consider doing so anyway.. By sending your complaint via Thomson you are not dealing direct with H&J and so add another link to the chain which can slow things down.
fwh
I know that flights to change for operational reasons, but surely I am entitled to be told? They have had 7 months to do so and it was a significant change of more than 24 hours. I really feel let down by H&J.
BA said that they contacted Hayes and Jarvis via email, and we were the only remaining passengers who had not confirmed new details - so there was really no reason for them not to notify us.
So who is the guilty party here? BA informed H&J but you booked via Thomson.Travel Shop. Again I ask who is your contract with.
Did H&J not inform you or did they inform Thomson who then failed to do their job? The question of any compensation (which I doubt you will have any success with) hinges on the contract.
Any claim will be against whoever the contract is with. The problem is that H&J and Thomson are both part of the same group of companies. Did the shop act as agents or did they accept the booking and then sub contract to H&J. The devil is in the detail.
fwh
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