Connecting Flight cancelled

Hi

Sorry another question for everyone...

Found out today from Virgin Customer Services that our connecting flight from LHR back up to Manchester has been cancelled (I phoned to enquire how much an upgrade to PE would be on the return leg) Does anyone know where we stand in terms of Virgin's obligation to get us back to Manchester? The girl is supposed to be calling me back but not heard yet, she mentioned there was a flight at 5pm but as we land at 6am don't really fancy hanging round at the airport for 11 hours - we'd be quicker on the train!!

As an aside, she also told me that Manc to Vegas was operated by a third party, only when I asked for the 2nd time was she definitely sure as I didn't think it was the case did she check and confirm I was right - do you think it's possible she could have got muddled up about the connecting flight being cancelled? Is there any way I can check this as according to my booking online it hasn't been.

Thanks in advance for any advice

[Darren Wheeler]

Are they all on one ticket or purchased seperately?

All on one ticket - at least I think they are. I booked it all at the same time on the Virgin website but it did say the flight is operated by BMI.

[mitchja]

If it was all booked by VS, then VS should then re-book you on the next available flight from LHR to MAN.

You should be able to tell what BMI flight you are on as the VS flight number for the BMI flight should be something like the BMI flight number. I seem to remember VS just sticking a 9 in front of the BMI flight number (although I might be wrong). Failing that look at the flight departure time.

In either case, then go and try to book the same flight on the same day you are flying on the BMI website to see what BMI now have available on that day then go back to VS.

The BMI website availability might not all be available to VS though.

With fewer flights using smaller A/C, BMI availability sells out fast now for the MAN>LHR>MAN route.

The other option is BA, but I don't think VS can book you a BA domestic flight

The other option is BA, but I don't think VS can book you a BA domestic flight

If that is the only option to get the pax home then VS will just have to hold its nose and cough up.

Either that or a CDC!

Hels - give VS another ring and ask to speak to a supervisor to get confirmation of the BMI cancellation and ask what VS are going to do about it. They do have an obligation to get you home if the flights are on the same PNR and if you booked via VS then they should be.

Don't forget BMI recently cut its LHR-MAN schedules, so it's perfectly possible that the flight has been cancelled.

Have just had a look on BMI website and the flight we were due to be on at 8.55 has disappeared, however there is one at 7.35am or 16.55. We land at 6.20am - is it feasible to get the 7.35am? Don't really fancy hanging round LHR until 16.55 so do you think if the 7.35am is not possible and I pushed them they would offer alternative solutions to getting the 16.55 or would they deem that acceptable? If we have to get the 16.55 do you think they would be obliged to cough up for an airport hotel for us rather than us just having to hang around departures?
Sorry so many questions!!!

A CDC would be great...although I presume unlikely!!??

You're in economy, a CDC is out of the question.

As to flights, I think you'll find yourself stuff by BMI, VS is obliged to get you home, and will try the next best option but sadly the 7.35 is under the guideline connection time at LHR so they won'y let you aim for that. Seems BMI will have well and truly stuffed you onto the 4.55 pm unless, that is, you can persuade VS to move you onto BA.

The BMI flight is from T1, VS arrives at T3 so not enough connection time

You're in economy, a CDC is out of the question.

Dosent have to be a CDC but a car.

Could be cheaper than rebooking Hels and family onto BA though.

No harm in suggesting it to VS as an option.

I've just been told by Virgin that it is within the connection time?? However they also told me I had to contact BMI directly to sort it all out as they're the ones flying the flight, which is a bit odd given in my mind my contract is with Virgin.

So, have just phoned BMI but they can't find a record of my booking I have a feeling this is going to make me cross soon!!


So, will go and call Virgin back now!

Call VS back and tell them that as you booked through them (presume you did) they are the agent and they have to arrange it.

Sounds like an inexperienced agent ... they do seem to be out to make you cross!

On connection time see here ... it does seem that 75 mins is OK and if so, and you are late, then VS have to book you onto the next available flight ...

So, will go and call Virgin back now!

Yes they should sort this out. Your contract is with VS. The fact they subcontracted part of your trip to BMI is neither here nor there. If their sub-contractor withdraws a service then it down to VS to find an altenative.

Hope all gets sorted...

However a good example of the advantages of booking connections on the same PNR. Especially if the letters B,M and I are involved..

NH

VS are giving you the absolute run around here.

If you booked directly with VS it's their responsibility to make alternative arrangements for you to get from LHR to MAN. There is no way you should have to call anyone but Virgin.

The 7.35 BMI flight sounds like a stressful situation waiting to happen, so I would demand to be put on a BA flight around 9am. BA have oodles of flights between LHR and MAN. If there is an increase in cost then that is tough, VS have to cough up. Their that or they pay for you to have a car.

Hi Just thought I'd give you all a quick update. I spent the best part of last night on the phone to Virgin. In total have spoke to 5 different people, 2 have told me I need to speak to BMI and 3 have looked into it, unfortunately a combination of getting cut off, BMI lines apparently cutting Virgin off and not receiving call backs it's not yet sorted....although on the positive side everyone I've spoken to has been lovely. Following advice on here I am now being very adamant (whilst tring not to get too cross with them) that my booking is with Virgin and that I expect them to sort it out.

It's looking like we'll be transferred to the 7.35am. Thanks for the suggestion Clarkeysntfc re the BA flight - I asked about that but don't think it will happen. I've been advised to wait until mid week when hopefully BMI will know their 'rules for this cancelled flight' (whatever that means) and may be able to be more flexible re transferring us to the BA one.

Will wait and see what happens, at the end of the day I suppose if they put us on the 7.35am Virgin will do all they can i.e. get us rushed through customs etc so that we make the connection as presuming that if we miss it due to them being late they'll have to look after us until the next flight at 5pm.

Thanks to everyone for their advice so far, it's been really helpful when speaking to Virgin and I even referred to V Flyer in one call I had with them today when they tried to refer me back to BMI! May send Virgin some feedback on this whole matter...

Do send feedback, I know VS listens although it appears to be slow and sometimes not.

I expect there are a lot of people in a similar situation with BMI cancellations ... at least let us know how it turns out?

Yes will definitely let you know how it all turns out - hopefully will have something sorted by the end of next week

Hi All

So have spoken to Virgin again tonight and our only option is to be moved to the 4.55pm flight (bearing in mind we land at LHR at 6.20am)

Have pushed for a car, a train or a transfer to BA and just keep getting told no. I can't be refunded as unbeknown to me at the time the connection hardly cost Virgin anything so there is nothing to refund.

Has anyone got any further advice? I just can't see how it can be acceptable to be told we have to wait 11 hours for a connection that we could do on a train in 2 hours. They've said there will be no compensation in terms of food/hotel room and that we would just have to hang around departures.

They have said we can cancel our entire booking but don't think that's going to be much use as don't think we'll be able to get flights with anyone else direct Man-Las and then JFK to Man/London for the same price but will look.

Feeling really dissapointed by Virgin....sorry if this comes across as a whinge

I am not surprised you are disappointed, that's a long wait. I maintain though that it's BMI who put you in the place you are in - whereas VS could have tried harder to get you out of it.

Consider one small thing, VS probably got a very low fare for your connection, whereas now that BMI have cancelled flights, the fares on the 7.35 are probably much higher ... possibly enough to wipe out VS's profit margin on your trip.

I don't understand why VS won't put you on BA?

If the fares are higher, that's their problem.

[Darren Wheeler]

I suspect because all they have to offer is the return leg.

There is no requirement to put you one that is convenient to you. The fact that BMI cancelled the original flight and have (eventually) re-protected the OP on to a lighter flight, VS have fulfilled their requirement.

[mitchja]

All I can suggest you now do is you book your own domestic flight at a more suitable time and just no-show for the VS booked BMI flight (as it's the last flight leg in your itinerary, it wont have any impact on the rest of your booking)

Both BA and BMI do now offer discounted one-way domestic flights so it wont cost you the earth.

I've just booked a one-way BA revenue domestic flight LHR>MAN for £49.50.

Hi All

Quick update for you...Virgin have come good. I sent an email to the complaints team and have had a call from customer services today. We've been moved to a BA flight at 7.50am. It's a bit tight in terms of connection time but have been reassured we'll be looked after by Virgin and BA if anything goes wrong. Have also been given 2,000 miles to compensate for the hassle - not sure how much use this will be but a nice gesture. after the call I wondered whether I should have been cheeky and asked for CH access but never mind, I'm sure the answer would have been no!

Anyway, thanks everyone for the advice. I hve no doubt that if it wasn't for this forum we would have given up and be stuck with an 11 hour wait at LHR.

[honey lamb]

Excellent result! Well done!