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

  • Nebargains on 04/01/2020 - 18:44

    I would be pursuing this with Webjet, after all - that is who your transaction is with, it shouldn't be your responsibility to deal with both airlines.

  • points4life on 04/01/2020 - 19:25
    +5

    Technically Iceland Air is to blame. They should have checked through your baggage. On their website Etihad is listed as an interline partner (means they can check through baggage) https://pixels.icelandair.com/booking/codesharebaggage.html?…

    However, Etihad and Iceland Air do NOT codeshare. This means that the agent in KEF would not have been able to issue your boarding passes.

    Here's what should have happened:

    1) Check-in at KEF, agent checks in your luggage all the way through to SYD as per the interline agreement they have in place. Some staff are not aware of how interlining works so you might need to ask for a senior staff member to help them.
    2) When you arrive in LHR you would have had to go to the Etihad Transfer desk. Here you would provide them with your luggage ticket and they would issue you the boarding passes for the Eithad operated flight. You would continue through the transfer process and make your flight in time.

    Who's to blame? Since it's not the most straightforward process you should have really stood your ground in Iceland and probably researched the interline rules before arriving at the airport. Since you accepted that they only check your bags through until LHR, they will simply put the blame on you even though Iceland Air staff are to blame (probably for their inexperience).

    • sentinel on 04/01/2020 - 21:08

      I think transactionally Etihad is to blame as it is one e-ticket and its their 3 digit carrier code that would be on the e-ticket as the issuer. The technical fault appears to be with IcelandAir but I believe any refund should be from the e-ticket issuer (they could claim it back from IcelandAir presumably but thats not OPs concern.)

      • parneli on 04/01/2020 - 21:21

        Agree from the PAX POV. If it’s the one EY ticket you
        should contact them, sounds like a process breakdown by FI though so it would be up to EY to seek damages if they choose. Let us know how you go OP that is a tricky one, sounds like you have done nothing wrong though. Travel insurance a option maybe?

      • points4life on 05/01/2020 - 04:35
        +1

        The only issue I can see is that it would be hard for the OP to get Iceland Air to admit they should have checked his bags through as per the interline agreement. Personally I would never have accepted the boarding pass to London without having my bags checked through. 90 mins is enough to transit but definitely not enough to clear customs and re-check.

        • capslock on 05/01/2020 - 10:03
          +2

          In hindsight, OP should have stood his ground and insisted that his bags be checked through. Next best option would have been to camp out at the Etihad check in counter in London until they agreed to put you on the next flight for free.

          Etihad, Webjet and travel insurance are unlikely to do anything because all flights were on time and in their eyes it was OP's fault for missing the check in time at London.

          Icelandair will say that OP accepted the risk of a misconnection by 'agreeing' to the bags only being checked through to London or that they are only responsible for flying OP to London as scheduled which they did.

          It becomes a he said she said type of issue against the check in agent who may not even be an Icelandair employee and just a contractor who works for the airport.

          It will be challenging to get Icelandair to admit blame and I wish OP luck.

        • ndallen09 on 05/01/2020 - 16:41

          In hindsight I definitely should have stood my ground in Keflavik but I'd forgotten the size of Heathrow and initially thought I should be able to make it!

  • MessyG on 04/01/2020 - 22:11
    +1

    I would argue that if you booked through Webjet then they need to refund you and try and recover the costs through the other airlines.

  • tik tok on 04/01/2020 - 22:17

    Not helpful, but looks like iceland air, were, well, too cold.

    • ndallen09 on 05/01/2020 - 16:42

      Its certainly put the relationship on ice.

  • bargainbro on 04/01/2020 - 22:37

    cheap flights through Webjet

    I never thought I would ever see the words "cheap flights" and "Webjet" in the same sentence. With all their ridiculous fees that they tack on I have never found any flights on Webjet that were not cheaper elsewhere.

  • mini2 on 05/01/2020 - 08:05

    I would've thought if the connecting flights weren't on the same PNR then nothing gets checked through? The whole you need to clear customs the check-in again thing should've confirmed this.

  • anglais on 05/01/2020 - 08:23

    Are you sure it's one eTicket? The Webjet algorithm will compare the price of individual legs against one ticket to find the cheaper cost.

    Even still an interline agreement means you should be able to check through your bags regardless of ticket situation in my experience. Except when entering the wonderful USA.

    • scozbargain on 05/01/2020 - 11:28

      I have had to collect bags at heathrow when travelling BA all flights but separate UK domestic ticket.

  • anglais on 05/01/2020 - 08:40

    FYI Icelandair website lists Etihad as an Interline partner here: https://pixels.icelandair.com/booking/codesharebaggage.html

  • anglais on 05/01/2020 - 08:44

    Above all else Webjet is your booking agent so they have to handle the fallout. Though it might be a challenge to convince them of that.

  • morebunnings on 05/01/2020 - 13:02
    -1

    Do you have travel insurance? Call then and see what they say.

    • mezje on 05/01/2020 - 13:22

      This has been answered, they advised it is not covered but he is calling on Monday.

      OP, this sucks and I believe Iceland Air is to blame too, the bags should have been check on through as they did on the way there.

    • gromit on 05/01/2020 - 14:44

      insurance doesn't cover booking or airline errors

  • neyo on 05/01/2020 - 14:54
    -3

    You most certainly did not have an Icelandair flight from Reykjavik to London, then an Etihad flight from London to Sydney, on the one ticket.

    Icelandair and Etihad do not codeshare.

    You are to blame.

  • geoffs87 on 05/01/2020 - 16:09

    I think you need a poll… too many conflicting opinions haha. Loved the diagram ps

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