A flight cancellation has left a pair £1,350 out of pocket and their honeymoon in tatters after the newlyweds had been ‘stranded’ at Heathrow Airport.
Kaya Cheshire and Mike Ross’ long-awaited honeymoon to Thailand has had a bumpy begin after the couple had been pressured to spend an evening close to Heathrow when their Thai Airways flight was abruptly cancelled yesterday.
The couple, from east London, and greater than 100 different passengers had been as a consequence of journey with Thai Airways to Bangkok on flight TG917 from Heathrow at 9.35pm yesterday.
However 20 minutes earlier than boarding, they obtained a textual content message saying the flight had been axed.
The delay has now value Kaya, 33, and Mike, 35, who bought married in Tuscany in October, over £1,350. They’ve missed greater than two days out of their two-week vacation, together with a part of their keep on the Banyan Tree Bangkok lodge, massages and a Michelin-starred meal, all of which that they had saved for years within the lead-up to the marriage.
Kaya instructed Metro whereas they waited at Heathrow that she felt overwhelmingly emotional after the ‘stunning’ begin to the journey and the 24-hour delay.
‘We’ve been planning this for 2 years and planning for the marriage, after which for the honeymoon,’ she stated.
‘It’s the primary time we’ve been to Thailand and it’s our first huge journey, and we don’t do huge journeys. Plenty of financial savings have been poured into it and the marriage. Having the primary two days of plans utterly turned the wrong way up is chaos.
‘The worst factor is how silent the airline has been. Often, there could be some type of communication, however absolute radio silence prefer it didn’t occur.’
Kaya, who works for Eurostar’s PR crew, claimed she reached out to the airline through e mail and X a number of occasions, and tried to ring the shopper helpline 11 occasions and not using a response apart from an automatic message.
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The passengers had been ultimately bundled up in a coach and brought to a close-by airport lodge, the place some travellers had been pressured to attend to be taken elsewhere because the lodge was out of rooms. Mike and Kaya paid £150 for the lodge, which they hope to get again from the airline.
Within the night, the couple obtained an e mail saying that they had been booked on an alternate flight to Bangkok through Singapore. However after arriving at Heathrow once more in time for the 6am flight, they had been instructed it was an error and to attend for additional directions for one more flight.
The couple had been handed a £15 voucher every to cowl their meals, which barely lined two sandwiches.
‘These conditions do crop up, and it may be quite common, however the truth that there was full radio silence is ridiculous,’ Kaya stated.
To make issues worse for the drained holidaymakers, some households had been allegedly cut up up on totally different flights right this moment, together with a girl and her mother and father.
She stated they’ve been operating on fumes as they ‘didn’t sleep nicely’ whereas ready for the brand new departure, which was ultimately confirmed to be at 9.30pm.
‘It’s robust when you might have been planning for one thing for a very long time. As a result of it’s a honeymoon, we’re not doing it cheaply. We’re staying in a very nice lodge we’ve got scrimped and saved for. It’s simply actually anxious.
Metro has contacted Thai Airways for a remark.
What are your rights in case your flight is cancelled within the UK?
Flight delay
You may be entitled to compensation in case your delayed flight was leaving from the UK, no matter which airline it was.
If the delay is lengthy sufficient, the airline has to offer you food and drinks, entry to cellphone calls and emails (like cell minutes) and lodging if the delay lasts in a single day.
For long-haul flights of greater than 3,500km, the delay needs to be 4 hours.
If the flight is delayed for greater than 5 hours, you don’t need to take it and you might be often entitled to a full refund for the flight.
Flight cancellation
If the flight is cancelled, you might have a authorized proper to both a full refund for the flight and different flights, or a substitute flight to get to your vacation spot.
You even have a authorized proper to assist with prices if the cancellation delays you for over two hours, and compensation.
The quantity of compensation relies upon when the flight was cancelled, the gap of the flight and the departure and arrival occasions of the substitute flight.
If it’s a must to declare compensation or prices from the airline, preserve maintain of all receipts and get in touch with the airline.
Get in contact with our information crew by emailing us at webnews@metro.co.uk.
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