Advice please , – 3 hr delay, missed connecting flight, no alt flight or accommo

[Ash]

Writing on behalf of my wife and mother in law.

Virgin flight was delayed 3 hrs (faulty plane deicing at Heathrow).

Final destination was Trinidad, with change of planes at Barbados. Single ticket purchased direct on credit card. I think paid for by her Amex Platinum (supplementary).

But the they missed their connecting flight.

Virgin on the ground in Barbados told them

1. Next flight to Trinidad is in a week’s time.
2. They “might” be a flight to Tobago tomorrow, then a 7hr layover there, then to Trinidad.

They haven’t been able to find them lodgings in Barbados yet. 8pm local time.

I understand there is a duty of care and separately, compensation.

What would they be entitled to for each?

Many thanks in advance.

Shame, was supposed to be her treat to mark a dozen years of working in NHS.

[AJA]

They should just go on to booking.com or Expedia and search for a hotel room and hook and claim back from Virgin when they get back to the UK

And do the same with flights. A quick search on Google flights shows Caribbean Airways flights between Grantley Adams Airport in Barbados and Port of Spain tomorrow at 1:15pm and 8:55pm tomorrow. Cost is £289 for a one way flight.

Tell Virgin to book them on the earlier flight or if not just pay on the Amex card, keep the receipt and claim back from Virgin on their return.

If they have a supplementary Plat Amex aren’t they covered by the travel insurance? Can’t they help?

[Lady London]

Important be really sure they asked Virgin for hotel and that other flight tomorrow, or any other flight going to Trinidad tomorrow, or very soon. Or they tried to call Virgin or find them to ask this help. Sounds like done. We know Virgin already said no or can’t cope or are useless, but better to “be seen to ask or make a serious attempt” to get them to provide.(Virgin is legally responsible for cost of flight and hotel at whatever is going rate where you’re stuck, until you get to Trinidad but use your Amex Plat insurance as first choice then any other insurance).

Do what AJA says – just get flight tomorrow booked quick on the other airline as Virgin has failed to provide. Then call Amex to invoke the travel insurance which the supplementary also has as part of Platinum Amex. Or your other travel insurance. But Amex first is best cos that will get flight cost and hotel cost sooner removed from your card bill after they decide it’s covered. If you’re the main cardholder you could call on their behalf get things rolling on insurance while they (1) grab that flight to Trinidad quick then (2) get hotel.

If there are few hotels and few flights then even a relatively high going rate due to low availability is covered from Virgin legally, guessing insurance likely to cover the type of sum too which is easiest way for you – try to do all on insurance if you can.

Good luck

[Ash]

Thank you both.

After several hours wait they delivered with the accommodation, a £1200 a night hotel! The delay was I am guessing Virgin trying to find a lower cost hotel, Today a flight to Tobago, 5 HR layover and onward flight to Trinidad. About 2 full days of their holiday used up.

Will put in a claim with Amex insurance on her return.

[JDB]

Ash wrote:

Thank you both.

After several hours wait they delivered with the accommodation, a £1200 a night hotel! The delay was I am guessing Virgin trying to find a lower cost hotel, Today a flight to Tobago, 5 HR layover and onward flight to Trinidad. About 2 full days of their holiday used up.

Will put in a claim with Amex insurance on her return.

Glad they got themselves sorted out in the end. Re Amex Plat insurance – what will you be claiming for? It’s not a very good policy in these circumstances. What section are they planning to claim on? The Travel Inconvenience section covers max £300 per person to cover hotel/food (with a number of caveats) if not recoverable elsewhere which here it should be from Virgin. Are they covered under any other policies?