Can a Travel Agent (Thomas Cook) refuse to change flight times (Qantas)? My parents stand to lose £4000?

Question

Parents booked a Qantas flight via Thomas Cook and planned to travel from London to Perth, Australia on Dec 12th for 1 month. They have to reschedule traveling out until Feb/March 2010 due to a family emergency. They have been told by Thomas Cook that they can only change the dates 1 week either side of the original dates otherwise they lose all their money. They can only claim back the taxes they paid!! Surely this is not right? Can someone advise? They don't want to cancel, just change the dates.

Additional Details

some more details... Qantas say the tickets my parents bought should be changeable. Thomas Cook can't change them as they use a third party agency called 'Gold Medal' and its them who will not change it. Originally, Thomas Cook issued a booking form with no Terms and Conditions of the flight (just basic flight info, parents signed a generic customer declaration to say they had read the general booking conditions of the brochure). They say they would verbally inform a customer of the ticket restrictions at time of booking. My parents cannot recall being told anything. So there are no T&C to look at, No actual ticket has been sent yet, but parents have fully paid. It all a bit shady.

Oh and the emergency is the impending death of my mother in law who only has a few weeks to live.

Answer 1

Best Answer - Chosen by Voters

Like Steve said, it can be that much of an emergency if you know about it this far in advance...

Secondly; yes Thomas Cook have every right do to this. I suggest your parents read the Terms and Conditions of the booking which they will have agreed to when booking the flights.

Answer 2

What did the terms and conditions of their original ticket say? If they bought a non-refundable/non-changeable ticket and the terms specified that they could only reschedule within a week of the original flight, then they are stuck. The terms and conditions should be on their ticket or Eticket or receipt when they booked the flights. They should check with their Travel Insurance policy to see if they will cover family emergencies for cancellations.

Answer 3

its not much on an "emergency" with 14 days notice? they need a better excuse to get a refund / date change

Answer 4

It is one of the ways airlines make extra money but can still offer cheap prices.

They have probably bought a non refundable/transferable ticket and Thomas Cook are actually being helpful by offering a change to a "soon" date at no extra cost.

Unfortunately your parents are used to "customer service" from the past. Nowadays it is all about making money and creating strict "small print" which is rigidly enforced!

You need to check your tickets and go back to Thomas Cook, but I think they will say their hands are tied by Qantas and of course you will not be able to get past a call centre there!

You could check on your travel insurance but I doubt they can/will help.

Answer 5

I am afraid your parents need to check the terms and conditions of their booking. If they paid with a credit card they could contact the card company and complain. They could also attempt to claim on their travel insurance.

Beware though, there is a test of reasonableness. This will test whether the "emergency" really is an emergency which would prevent them flying for such a long period of time. Emergency should mean just that I am afraid.

However if they don't try they won't get.

Source(s):

Ten to twelve long and short haul flights a year

Answer 6

As your parents are at fault thomas cook and qantas are being nice by offering the option to change dates 1 week either side as they are not entitled to any money back including taxes.
This is outside of your airline rights and your parents are lucky to be given this option I would advise your parents to take it or leave it as if you do battle it they can be fined more than €25,000 and not receive refund for unnecessary booking,inconvenience to airline procedures,failure to provide valid reason for change to travel,breach of terms and conditions of airline,breach of terms and conditions of booking and qantas have the right to ban your parents as well as thomas cook so they would never be able to avail of either of their services again.

Source(s):

Im A
TRAINEE PILOT
AIRLINE EXPERT
STRAIGHT A BUSINESS STUDENT
AVIATION EXPERT