Who should I go after (Expedia, Finnair or Bangkok Airlines) for a missed flight?
I had a situation in Bangkok yesterday. I was coming with Finnair joined ticked Vilnius -> Helsinki -> Bangkok (landing 7.25) and then my own separate Bangkok Airlines flight (boarding 8.55) Bangkok -> Phnom Penh, which I bought through Expedia.
When I tried to do online check-in for Bangkok -> Phonm Penh on the Bangkok Airlines website, it showed my flight details ok, but it gave me an error instead of barcode, so I contacted Expedia online.
Their response:
Dear Matas,
Your itinerary: 123456789
Thank you for getting in touch in regards to your booking for Bangkok Airways about the email confirmation.
This is to inform you that the flight reservation stands confirmed and paid for. I have sent the booking confirmation to your registered email address "xxxx". This email confirmation will serve as your electronic ticket.
When checking-in at the airport please carry a print out of the itinerary with the valid passport.
I hope you have an enjoyable holiday.
Kind regards,
XXX
Expedia.co.th Customer Support
Website was giving an error like there is an error in flight details please contact the booking agent. However on the Expedia itinerary it claimed that I don't need to do anything, just bring it printed to the flight, which I did...
The flight in Vilnius took off 40 minutes late and I barely made it to the Bangkok flight, which also departed late and landed at 8.05 in Bangkok, when it was supposed to be there at 7.25. However I managed to get to the boarding gate at 8.20, which was plenty of time.
When I gave the printed itinerary from Expedia at the gate, they were about to let me through, but then one girl decided to go ask someone at the desk, which was 5 minutes away. They then talked in Thai for another 10 minutes at the desk and said that I have missed my flight because gates are now closed at 8.40.
When I asked what the problem was, as I have paid for the tickets and arrived on time and all they needed to do just let me on the flight and be gone with it, she said that I was supposed to do the check-in 50 minutes before the flight and that if I wanted she could sell me another ticked at 11.30 (everything out of my pocket obviously). I replied that I would have to be a moron to fly Bangkok Airlines ever again after what they had just done to me then took my passport and went my way.
Who should I go after to have best chance of getting my money back?
Best Answer
If it was a split ticket, your only option is probably travel insurance. Many policies will cover the cost of a new ticket in the event of a missed departure up to EUR 500-800, often at zero excess. Quite often the airline is happy to just put you on standby for the next flight at no extra charge, but it is usually at their discretion.
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What happens if you miss a flight booked through Expedia?
Your scheduled flight will be canceled if you fail to show up, leaving little option besides to rebook or receive a refund.Covid travel to Thailand! Heathrow to Bangkok via Helsinki with Finnair - plus foodie comments
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Answer 2
The problem with buying airline combination tickets is that most of the time, you (the traveler) is solely responsible for any missed flights that may arise as you are supposed to reach the boarding gate in time regardless whether the previous flights are delayed or not.
That is the main reason I don't purchase airline combination tickets from third party sites. Expedia, Skyscanner, and other third party sites don't have the liability to insure you against missed flights as they are after all booking agents for you to book a flight. Likewise, the airlines doesn't care if you have a next flight / previous delayed flights because they don't have the liability to do so.
That being said, it is always good to leave a buffer of at least 4 hours between connecting flights especially if the airlines are different. Alternative will be to book connecting flights directly from a single airline. (e.g. flying from Perth to London on a connecting Qantas flight). You're more likely to be covered should there be any delay.
Hope this helps.
Answer 3
If Expedia sent communications to you from which a reasonable person would conclude that no further action was needed on your part, then they are liable. If Bangkok Airlines failed to properly inform you of their check-in deadline, they are liable (note that more than one party can both be liable for the same harm). If, when you purchased the ticket, Bangkok Airlines made representations that on-line check-in was available, and in was not in fact not available, that can also give then liability, although one factor would be to what extent alternatives were available. If, by the time you discovered that online check-in was not available, you were unable to get a refund, and you were unable to check in in person due to no fault of your own, then they are liable.
Finnair may also be liable; see https://www.cbsnews.com/news/flight-rights-what-youre-due-when-bad-things-happen/
Sources: Stack Exchange - This article follows the attribution requirements of Stack Exchange and is licensed under CC BY-SA 3.0.
Images: Silent Sightseer, Nguyen Hung, Nguyen Hung, Ann H