Who Is to Blame? Missed a flight due to a screw up by the airline, but I booked through an online flight consolidator.

Lndallen09 on 03/01/2020 - 17:46
Last edited 05/01/2020 - 16:45

Final Edit

  • Thank you everyone for your advice! Consensus seems to be that I should deal with Webjet, and that a chargeback is probably the best way forward and let them sort it out. Alternatively I could hit up a few ombudsman type places if the chargeback isn't an option.

more details

  • the flight was sold as one e-ticket to me
  • it was 90 mins transfer time, sorry - the half hour reflects the time I'd need to get to the other terminal since I'd need to check in baggage with one hour till the flight.
  • Icelandair hold the technical blame, since they should have checked the baggage in all the way through as per the ticket conditions.
  • Icelandair are code share for Etihad, I didnt book a seperate flight with them

When you book through a consolidator like Webjet or Expedia, and something goes wrong with the provider - who is to blame?

In true OzBargain spirit, I was seduced with cheap flights through Webjet .
In non OzBargain spirit, I booked those flights to Iceland, where prices remind me of cinema popcorn costs. Lovely views though.

I missed my connector flight because the airline didn't check my baggage all the way through to the final destination.

The flights on the way back were Keflavik to Heathrow (via IcelandAir), and then Heathrow through Abu Dhabi to Sydney (via Etihad).

  • On the initial leg, IcelandAir claimed (wrongly) that they couldn't check my luggage through the final destination since the connecting flights weren't on the same e-ticket. This meant I'd have to clear customs, wait for baggage, change terminals, check back in, clear security all within half an hour which clearly isn't possible in an airport like Heathrow so I missed the flight and had to book new ones to get home.

Etihad claim it's not their fault since from their side the tickets were issued correctly.
IcelandAir say that the tickets weren't correct so it's Etihad's problem. Webjet, who I paid the money to - claim it's Etihad's fault.

None of them want to give me a refund.

So i'm turning to trusty OzBargain professionals for advice - what should I do?

Bikies? Ombudsbikies? Chargebackbikies?

Travel

Comments

  • ndallen09 on 03/01/2020 - 17:49
    +130

    Adding diagram to explain issue: https://imgur.com/a/Oydx20x

    • scatman00 on 03/01/2020 - 17:57
      +3

      Looks like you should have just stayed on the icelandair flight and waited for them to rebadge and turn it around…?

    • MS Paint on 03/01/2020 - 18:51
      +11

      That helped me. Thanks

    • c64 on 03/01/2020 - 20:19
      -1

      no bombs or explosions?

    • maximum on 04/01/2020 - 19:46
      +5

      I think imgur thinks your planes are phallic. I got a pop up stating your picture was for over 18s May contain erotic images. What a disappointment when it was just pictures of planes.

      • OpenAI on 04/01/2020 - 21:05
        -1

        best comment of the year! :D

      • bargdebarg on 05/01/2020 - 09:19

        Erotic planes

    • scozbargain on 06/01/2020 - 11:09

      Can you show the eticket (without your personal details)

    • tobi on 06/01/2020 - 11:48

      beautiful artwork here

  • whooah1979 on 03/01/2020 - 17:54
    +7

    an hour and a half

    Leaving only 90 minutes to change flights is risky.

    • pantsparty on 03/01/2020 - 17:57
      +1

      Where did he say 1.5 hours? I have read this a few times and keep reading it as only having half an hour of connection time which is wayyyyyyy to short even if everything works properly.

      • whooah1979 on 03/01/2020 - 18:09
        +1

        An hour and a half = 1 hr + 1/2 hr.
        https://www.ozbargain.com.au/node/510421/revisions#1065486vs…

        I'd have to clear customs, wait for baggage, change terminals, check back in, clear security all within an hour and a half

        • pantsparty on 03/01/2020 - 20:02

          Ah right he edited the post. Either way, dreaming!

          • ndallen09 on 03/01/2020 - 20:32
            +1

            @pantsparty: Yes sorry - edited to try make it clearer. It was 1.5 hours transfer time, but I would have needed to do that in half an hour given I needed to collect the baggage and check back in again.

    • neoxman on 05/01/2020 - 11:33

      Learned my lesson when going to the US via Vancouver. Agent only booked about an hour to transfer from my arriving Air Canada flight (MEL-YVR) to my connecting YVR-LAX flight

      Baggage was transferred for me but I got unlucky and got flagged down for random extra checks by US customs which took ages as I was at the back of the line. Missed my flight but thankfully it was early in the morning and Air Canada just put me on the next one about 90 minutes later.

  • pantsparty on 03/01/2020 - 17:55

    You booked a flight with only half an hour of connection time? To be honest I think this is your fault. Even if the bags were transferred by the airline that is cutting it very tight.

    • samfisher5986 on 03/01/2020 - 18:16
      +29

      If the flights were sold by Webjet as one ticket, then thats their fault, not OP.

      You can't sell tickets that a reasonable person couldn't use.

      • ndallen09 on 03/01/2020 - 20:33
        +5

        It was sold by Webjet as one ticket. I can see on the Etihad site it's one e-ticket as well

        • samfisher5986 on 03/01/2020 - 22:31
          +1

          Then they should refund your money for not being possible to use.

        • buderim11 on 04/01/2020 - 09:10

          Icelandair does not show up as a Etihad codeshare partner so it is weird that you had etihad flight numbers .
          https://www.etihad.com/en-au/fly-etihad/our-partners

          • Nebargains on 04/01/2020 - 18:40
            +1

            @buderim11: If you do a search on their website for flights from SYD -> KEF it definitely comes up with the Iceland leg as being with Icelandair, so they must have some partnership despite not being listed.

        • scozbargain on 06/01/2020 - 11:18

          Do you still have the KEF to LHR boarding pass? What is the ticket number on the boarding pass?

    • artificialsweetener on 04/01/2020 - 08:57
      +2

      It's common to have much shorter connection times than 90 minutes, as long as booked on the same e-ticket.

  • pencilman on 03/01/2020 - 17:57
    +6

    With separate e-tickets for the 2 legs I think it's very hard to argue against the airlines.
    As I see it, as there are separate e-tickets = separate flight booking, the airlines have no responsibility to make sure you catch the connecting flight.

    • ndallen09 on 03/01/2020 - 20:34

      It was one e-ticket according to Webjet/Etihad. I think the fault is with Icelandair, but since they're the carrier for Etihad to Icelandair I don't really know who would be the cause.

  • Baysew on 03/01/2020 - 18:00

    What was different in the flights to Keflavik, why didn't you have the same problem?

    • Donaldhump on 03/01/2020 - 18:37

      obviously not as shorter transfer time

    • ndallen09 on 03/01/2020 - 20:36
      +1

      The flights on the way there they checked that baggage all the way through. (I just had to change terminals)

  • Ocker on 03/01/2020 - 18:28

    (a) IcelandAir are correct - separate tickets for each sector require a separate check-in process
    (b) The recommended connection time at Heathrow is a minimum of 90 minutes
    (c) I am surprised the Webjet issued the tickets knowing you only had a 30 minute connection time.

    • ndallen09 on 03/01/2020 - 20:38
      +1

      Sorry, my edit made it worse.
      The transfer time was 90 minutes, and it was on a single e-ticket from Webjet.

      I'd changed it to half an hour as given I had to collect baggage, it's only half an hour before I can no longer check it back in with Etihad for the next flight

  • PissLUR on 03/01/2020 - 18:36
    -8

    I think you're the one to be blamed. it was a risky connection within a short period of time.

    • ndallen09 on 03/01/2020 - 20:40

      To be clear, I booked it as a single ticket- it was 90 mins transfer time, but only 30 mins before I would need to check in with Etihad. (it would have been the full 90 if they'd checked my bags all the way to the destination correctly)

    • Yorkshire-Man on 04/01/2020 - 16:39
      +2

      No, that's not true. OP is not in the wrong here, I would be checking the following:-

      1. Booked via credit card? Any insurance?
      2. Other travel insurance?
      3. State based compaint to trading Standards against all three
      4. Credit card charge back
      5. You can pursue a claim via NCAT / VCAT as a small claim for around $50 depending on your state.

      Personally I wouldn't let this go.

      Good luck

  • Donaldhump on 03/01/2020 - 18:39
    +1

    id blame web jet for selling such a short time frame to transfer. they ultimately sold you that combo of flights. look up travel agent ombudsman, webjet are the first port of complaint i believe…. if they have a beef with the airlines let them handle it.

    also if its half an hour you should have spotted this, but again webjet shouldn't have sold it, they should have minimum xfer times of 2 hours or so, and thus their search algorithm is stuffed.

    • Meho2026 on 03/01/2020 - 19:09

      That wont work cos Webjet is not an AFTA member so the ATAS scheme doesnt apply. I think it only applies to holiday packages anyway not stand alone flights.

      • Donaldhump on 03/01/2020 - 19:11

        no idea, i used some once on on airline that went belly up, and i got money back

        webjet has to pay their will be some avenue to go down

    • smpantsonfire on 05/01/2020 - 14:08

      Afaik, there is calculated minimum times for layovers. They wouldn't give impossible layovers if it didn't work.

      • Donaldhump on 06/01/2020 - 00:59

        They clearly did, 30 mins is not enough time

        • smpantsonfire on 06/01/2020 - 18:33

          Although 90 is

          • Donaldhump on 06/01/2020 - 18:36

            @smpantsonfire: well 30 is in his description which has lead to general confusion

            90 is reasonable
            30 is not

            "it was 90 mins transfer time, sorry - the half hour reflects the time I'd need to get to the other terminal since I'd need to check in baggage with one hour till the flight."

            iceland air is at fault for not checking bags through

  • TheMindsetTraveller on 03/01/2020 - 18:46
    +1

    I would be looking at the EU regulations first, they have very good passenger protection there.

  • Meho2026 on 03/01/2020 - 19:54

    I realise Icelandair didnt check your luggage through but did Icelandair issue your boarding cards for the flight from London to Abu Dhabi when you checked in at Reykjavík?

    • ndallen09 on 03/01/2020 - 20:42

      They didn't issue boarding cards- they'd told me I had to clear customs, collect baggage and check back in. (It was at this point I started panicking)

  • lostn on 03/01/2020 - 20:25
    +1

    If you use multiple airlines and something goes wrong such as a delay causing you to miss your connecting flight, no one is going to take responsibility.

  • JimmyF on 03/01/2020 - 20:30

    What did your Travel insurance say?

    The flights on the way back were Keflavik to Heathrow (via IcelandAir), and then Heathrow through Abu Dhabi to Sydney (via Etihad).

    Generally speaking when changing airlines, unless its code shared, they can't book the bags all the way through. So I agree with what IcelandAir say.

    • ndallen09 on 03/01/2020 - 20:42

      It was code shared. I booked with Etihad and they code shared with Icelandair to do the final leg.

      • JimmyF on 03/01/2020 - 21:05
        +2

        I booked with Etihad and they code shared with Icelandair to do the final leg.

        Then your beef is with Etihad, if you had been flying under a 'Etihad' ticket on the icelandair flight.

    • ndallen09 on 03/01/2020 - 20:44

      Travel insurance (cover more) are claiming this issue isn't covered. (I have a call with them on Monday for more details).

  • onceupon8 on 03/01/2020 - 20:56

    If it's all on the one e-ticket, then airline should take responsibility if one flight is late leading to not enough time to catch your connecting flight. Your situation is a bit unusual. I would investigate:
    * Firstly check the EU regulations as they are quite generous. If your e-ticket is issued by Ethiad, and Ethiad denied you boarding, then you are possibly entitled to significant compensation.
    * If you aren't entitled to compensation then I would be claiming against either Webjet or Ethiad (webjet is who you paid, and ethiad is who issued your ticket). Claiming either by lodging a dispute with the relevant government body or lodging a credit card chargeback.

    • samfisher5986 on 03/01/2020 - 22:31
      +11

      He doesn't Leave time between flights" as its one ticket. He has no control over it.

  • Cave Fire on 03/01/2020 - 20:59

    Yeah, not sure about this one: On the initial leg, IcelandAir claimed (wrongly) …. so I missed the flight and had to book new ones to get home. I think you mean return leg? And did you miss the flight to Heathrow or the Abu dhabi flight? If it's codeshared as I just read now, then they have procedures to get people through quicker. Like special lines or a staff memeber to get you through quicker. Ethihad could have even arranged for your bags to just be sent to Sydney at another time.

  • billybrown on 03/01/2020 - 21:37
    +1

    Check EU regulations as others have said. There are also companies out there that can help you lodge a claim (although they take a big chunk in fees) like airhelp etc (just google flight delay compensation EU - i assume those companies also do other times of claims).

    But seems like you were in the right here, as your bags were checked all the way through on the way there, you would expect the same on the way back.

    Out of curiosity, what did you end up doing once you had missed the flight?

  • capslock on 03/01/2020 - 22:28
    +4

    The Etihad website is selling tickets with a 95 min connection in Heathrow so it looks like you had a valid and legal connection.

    The Icelandair website shows Etihad as one of their interline partners so they publicly advertise the fact that they have the ability to check your baggage through and should have done so because your flights were on one ticket.

    Sounds like you were checked in by an unknowledgeable check in agent in Iceland.

    Unfortunately I don't have a suggestion on how you go about getting compensation. Much more difficult to make a claim after the fact and especially in your specific circumstances where Icelandair can try to blame you or Etihad or Webjet.

  • belongsinforums on 03/01/2020 - 23:05
    +1

    In these desperate scenarios, social media is a great tool to demand compensation quickly. Ozbargain isn't quite a powerful enough social media tool (yet), so I would create a facebook and/or twitter account and post your story there.

    • smpantsonfire on 05/01/2020 - 14:11

      It's ok is you are 100% certain on who is to blame. In this case it's unsure and unfair to blame a company who may have some nothing arguing) wrong.

      • belongsinforums on 05/01/2020 - 16:09

        the companies are blaming him! btw didnt neg you

  • scozbargain on 04/01/2020 - 03:15

    what are the codes for your flights? is KEF>LHR an Etihad code number? Shouldn't make any difference if on same ticket.

    Are you sure the flights are on the same ticket? What does Iceland air say exactly?

    • ndallen09 on 05/01/2020 - 16:35

      On the Etihad website and the Webjet itinerary it's the same code number for both tickets.
      Icelandair said when looking up that code number, they could only see the flights from KEF > LHR.
      Etihad said they could see both, when I called up at heathrow to give them an earful.

      I think the root cause is with Icelandair's system. I have an email back from them when I contacted after I got home confirming that that is still their standpoint.

      • scozbargain on 06/01/2020 - 11:07

        On your actual eticket, what are the first 3 characters/numbers for the ticket KEF to LHR?
        On the actual eticket, how does the ticket number start for LHR to SYD?
        Why did you not just go to Etihad gate when you arrived at Heathrow and tell them Icelandair said there was a problem with your ticket and your bags were not checked through?

  • nickcorr on 04/01/2020 - 08:45
    +1

    Were the new tickets from LHR to SYD booked by the Etihad agent in LHR free of charge? Or did they make you purchase a new ticket?
    I have missed connections in HKG many times on Dragon Air flights transfer to Cathay Pacific and each time, have just been rebooked onto the next flight at the transfer desk in HKG. As long as both flights are on the same ticket, this is how it should work. If they are on separate ticket codes, then you are out of luck..

    • ndallen09 on 04/01/2020 - 19:39

      I had to buy new tickets at my own expense. Etihad doesn't seem to understand (or are deliberately trying not to understand) the issue and keep saying the tickets are valid and it's Icelandairs problem (and mine)

  • buderim11 on 04/01/2020 - 08:51
    +1

    Icelandair are to blame as your Etihad ticket has a valid connection time , But I cant see any way you can prove it unless you have video evidence of Icelandair refusing to interline your luggage . Etihad and webjet did nothing wrong they sold you a valid ticket . I think your best bet is to claim from your travel insurance .

    • Meho2026 on 04/01/2020 - 09:42
      +3

      The evidence is that they didnt actually do it.

  • artificialsweetener on 04/01/2020 - 09:09
    +1

    How and to who did you pay for the new flight home?

    • ndallen09 on 04/01/2020 - 19:40

      I bought the next flight home with Malaysia airways on credit card.

  • lesleigh on 04/01/2020 - 09:15

    I had a similar problem when traveling back from India, managed to get in writing from Air India that the luggage delay caused the problem. We used our credit card travel insurance to reimburse most of the airfares.

  • Meho2026 on 04/01/2020 - 09:38
    +20

    This is a bad situation and none of this is your fault.

    Obviously Icelandair shouldve checked you through to your final destination.
    Etihad as the ticket issuer has a duty to make sure thats achievable.

    If you havent already, you should make formal written (email) complaints to Icelandair, Webjet and Etihad.

    I had a beef with Virgin Australia recently with an international ticket. The customer service centre in Manila was as useless as ever so I googled for a while and eventually I found the names and emails of just about everyone on the executive team and board of directors. I emailed all of them. I kept it concise and referenced the Competition and Consumer Act (2010). Stated I had exhausted all the airlines consumer channels and was offering them the chance to rectify the matter before i took further action (I didnt say what that was).
    Anyway i ended up with the boss of customer relations personal mobile number. I even called him from Sydney airport cos at checkin there was still a problem and he fixed things immediately and gave me $500 travel credit.

    The Australian Airline Customer Advocate cant help you because neither airline is a participating member.

    If you check the Etihad website you can see they allow those same flights to be booked. Contact Etihad by email, so you get it in writing, as if you are a prospective new customer. Ask them what happens when you checkin for the return leg, will Icelandair check your bags and issue boarding passes for all flights.
    Be really specific so that you get a response that clearly states Icelandair will check your bags through to your final destination and issue your boarding cards for your onward flights. At least that will provide you with some evidence of what should have happened.

    Are you a citizen of an EU country? If you are you can complain to the European Ombudsman.

    Technically you need to be an EU resident to make a complaint to the European Consumer Centre but you could try making a complaint to the office in Iceland, they have a specific category for Air Passengers
    http://www.eccisland.is/en

    You cant complain to Australian Federation of Travel Agents because Webjet isnt a member of ATAS.

    Then youre left with Department of Fair Trading (NSW), you were sold a service (air travel) that you could not use.

    There is the international econsumer network which is really for reporting scams but I reckon webjet scammed you. https://www.econsumer.gov/en/FileAComplaint#crnt

    How long ago did you travel? maybe its not too late do do a credit card chargeback-services not supplied.

    It might be better to state in your complaints that you asked for your bags to be checked through and boarding passes issued to your final destination but the Icelandair representative at the checkin counter "refused" to do that. That they informed you that you do not have a Etihad codeshare ticket but two separate tickets, independent of each other therefore it was impossible for them to check you in to anywhere but the first transit point.

    Good luck and please come back here and let us know the final outcome.

    • ndallen09 on 04/01/2020 - 19:42

      Thank you! Ill try your suggestions and give it a go.

      It's more than 30 days since I originally paid and travelled so I think chargeback may be too late.

      • paraneoplastic on 05/01/2020 - 16:24

        Visa/mastercard allows charge backs up to 120 days. Do the chargeback.

      • Meho2026 on 04/01/2020 - 21:21
        +11

        Steady on, the guy gave me his personal number after email communication between us. All the email addresses were all found online through google searches so public information.
        People like you put me right off trying to help anyone in need.
        Stop being so judgemental and keep youre narrow minded opinions to yourself.
        Im not the worst kind of customer. I know my consumer rights and I fight for them if I need to.
        I can do what I want, youre not my moral compass. You shouldnt even comment if youve got nothing to say that can help the OP.

          • [Deactivated] on 05/01/2020 - 07:08
            +5

            @Resin: Youll be censored when you get the negs you deserve.

            Democracy does not equal personal attacks

            • Resin on 05/01/2020 - 12:58
              -3

              @[Deactivated]: Nor does making an assessment equal a personal attack.

  • luckyfnq on 04/01/2020 - 10:05
    -1

    Not sure why you are taking the long way around this! lodge a charge back with credit card company or the MasterCard or Visa card schemes, if it was a debit card, they will have a clear cut history on these situations, all other avenues will cost you a lot of time, ultimately this will fall on Webjet and then they will be the ones to pursue compensation from the faulting airline, of course it will also be conditional of you following the Webjet T&C's at time of booking.

  • itx on 04/01/2020 - 10:32
    +10

    First of all, you should check your eticket number - if it begins with "607", it's a ticket issued by Etihad. If all your flights, including the Icelandair flights, are on that one ticket, Etihad has general responsibility for the itinerary. If there are multiple ticket numbers and they don't all start with 607, Webjet may have cobbled together an itinerary based on bookings with each airline - in which case Webjet should be held accountable.

    Assuming it is an Etihad ticket, when you missed your connection at Heathrow, did you speak to any Etihad representatives at the check in desk? What they should have done is rebook you free of charge at that point, and this shouldn't have been terribly hard as Etihad runs up to four flights daily out of London.

    If Etihad rebooked but charged you for the new flights at the airport, you should clearly explain to Etihad that the rebooking was the result of a misconnect on a single ticket and therefore should not have been charged. If they don't budge, warn (and follow through) that you will dispute the transaction for the NEW flights with your credit card provider (hopefully you used a credit card for the new flights).

    If you rebooked the flights elsewhere by yourself, the chances of getting money back diminishes significantly, especially if the new flights you booked are not with Etihad. You'll need to make sure you have clear records of why you rebooked and how it's Etihad's/Webjet's fault (what did you say to Etihad/Webjet staff, did someone at Etihad/Webjet incorrectly instruct you to rebook for yourself, etc). Present this to both Etihad and Webjet and give them an opportunity to respond (though it most likely won't help as the front line staff won't have enough authority to actually deal with it). If it doesn't work out, dispute the card transaction for the ORIGINAL flights with your credit card provider, seeking a partial refund up to the amount of your new ticket.

    When disputing the transaction with your credit card provider, remember to include all key details and keep everything factual, and don't waffle - all they need is why you're disputing the transaction (services not rendered), how it wasn't rendered (they wouldn't rebook you on a misconnection that was not your fault)), and how much (the amount you're out of pocket for from the new flight booking)

    It's going to be a tough fight so good luck!

  • Cave Fire on 04/01/2020 - 11:25

    It seems like the OP cancelled/missed the flight to Heathrow on their own based on what the CSR at Iceland said. I have had problems with these frontline staff before, you have to keep records somehow or immediately make a written/email complaint.

    • scozbargain on 06/01/2020 - 15:42

      I think perhaps flights were on one ticket (OP doesn't give detail other than say "one ticket") but Icelandair stuffed up.

      It is a "baggage" issue, not a ticket issue.

      OP should have gone to Etihad transfer desk at Heathrow without going through customs and told them about the bags, got boarding pass and then got on the Etihad flight, the Etihad flight for which OP had a valid ticket and did not use because went through customs and then booked a different flight from LHR.

      Could have contacted Etihad from Reykjavik airport when luggage check though was denied or escalated the issue some other way before leaving Reykjavik eg- ask to see supervisor,
      or, using free airport wifi: We offer free and fast Wi-Fi. (Simply connect to Kefairport-FreeWifi to browse the Internet.)

      Contact Etihad from Iceland (English & Arabic only) tel :8008196 24/7, they also suggest @Etihadhelp on Twitter
      Urgent contact with Webjet via 24 hour messaging (If the matter is urgent please start start a messaging conversation with our 24/7 support team),

      Op made a choice to purchase a new ticket with a different airline while in possession of a valid ticket with Etihad.
      Wouldn't be the first person to arrive without their baggage and it was on the homeward journey so not as bad as it could have been.

      • Cave Fire on 06/01/2020 - 16:51

        My main point was that they cancelled on their own and rebooked. They didn't attempt to make the flight. From what I know, they open up gates and have extra staff to get people through (if it was really codeshare). The only way you could look at getting compensated was somehow getting what the CSO said.

  • capslock janitor on 04/01/2020 - 13:22

    poll

  • Dack Smith on 04/01/2020 - 13:26
    -5

    Blame climate change

    It was too hot/cold to check in your luggage on the final leg.

    • JungliChilli on 04/01/2020 - 14:38
      -1

      Should rename yourself to Greta or maybe you are Greta :/

  • Salty Pretzel on 04/01/2020 - 13:51

    This is why you don't book flights through an agent. If something goes wrong, everyone starts pointing fingers at each other.

    If you booked direct with Etihad, you would only need to deal with Etihad.

    • BuzzBuzzBuzz on 04/01/2020 - 16:34

      When there's a bargain to be had…

    • Yorkshire-Man on 04/01/2020 - 16:42
      -1

      Webjet is an agent?

  • lainey13 on 04/01/2020 - 13:57
    -4

    I am the first comment to say claim costs on travel insurance?

    • MrHyde on 04/01/2020 - 14:07

      No you are not. Travel Insurance has already been mentioned and the OP has also responded that TI said this was not covered and they are going to chase them further to understand why.

      • gromit on 04/01/2020 - 16:39

        errors in bookings or by the airline is usually excluded from travel insurance and stated that compensation in those circumstances needs to be with the airline or booking agent.

        • Resin on 04/01/2020 - 23:32

          I can confirm as a former travel insurance claims assessor for many providers that any omission in the booking or fault of the carrier would be excluded as the onus for recompense lies with them.

  • scozbargain on 04/01/2020 - 14:11

    First post for OP.

    • jackspratt on 04/01/2020 - 15:30
      +1

      Member for 4 years.

      • ndallen09 on 04/01/2020 - 19:43

        I usually lurk :-)

        • scozbargain on 05/01/2020 - 02:04
          -1

          You didn't answer question about your e-ticket number.

          • ndallen09 on 05/01/2020 - 16:39

            @scozbargain: Missed it sorry - updated your original now. (Summary: same e-ticket number from what I could see, Icelandair says they couldn't see any other legs past LHR on their system)

  • gromit on 04/01/2020 - 16:36
    +5

    You bought the tickets through webjet. In my opinion It doesn't matter which airline screweed the pooch your business was with webjet and hence you should be chasing them (they can then chase refunds up the line).

    • ndallen09 on 05/01/2020 - 16:40

      Sounds like the way forward… Etihad don't even want to talk to me outside of L1 support enquiry forms.

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